NobelBiz

NOVEMBER 26, 2024

Choosing a call center service provider is an important decision that affects customer satisfaction, ongoing efficiency, and brand reputation. Studies show that a 1% improvement in first-call resolution can lead to a 1% increase in customer satisfaction. How secure is your platform?

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Pointillist

JUNE 15, 2018

Most ecommerce businesses retain fewer than 20% of their customers. In retail and eCommerce, the focus of retention is on creating engaged customers that return to shop with you again. The first step is to integrate customer data available to you from different touchpoints.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Talkdesk

APRIL 28, 2015

By that we mean that the customer has aggregated a myriad of information about your business, likely before ever interacting with one of your sales reps or call center agents. In fact, 57 percent of the purchase decision is completed before a customer even calls a company, according to CEB. What does this mean for your company?

Meeting 40

Meeting Multi-Channel Call Center Self Service 40

Magellan Solutions

AUGUST 13, 2021

Many call center companies in BPO Philippines focus on improving the skills of their agents this 2021. Unfortunately, integration of artificial intelligence in many call center companies won’t help to improve the capability of these agents. So, they created programs in data management, eCommerce, and omnichannel.

Call Center 52

Call Center Customer Service Representative Training First Call Resolution 52

Stella Connect

JANUARY 25, 2018

Call center agents need to be trained and have access beyond the ecommerce side: the specifics of click and collect and BORIS, omnichannel policies, and other unique features of the omnichannel buying journey. How are you managing performance in the contact center? How are you measuring success?

Self Service 40

Self Service Trends Customer Service Contact Center 40

Magellan Solutions

JULY 8, 2021

Pay Per Sale Telemarketing also known as pay for performance sales outsourcing is a popular service among small to midsize businesses, especially in the retail and eCommerce industry. Although PPS Telemarketing is in-demand, only some companies really know what telemarketers do and what’s happening behind phone calls.

Sales 52

Sales Net Promoter Score Average Handle Time Advertising 52