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. Secrets to Incredible Customer Service with Paul R.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? But that’s shifting—and fast. Modified Recruitment Strategy.

B2C 156

B2C Customer Care Contact Center First Call Resolution 156

GlowTouch

NOVEMBER 21, 2022

First, the obvious: an online interaction is not the same as a face-to-face transaction. But when your value proposition is built on being a lifestyle brand rather than an eCommerce company, this distinction can get blurred. CSAT for this program is more than 90%, with a first-call resolution rate of 85%.

First Call Resolution 52

First Call Resolution Apparel Average Handle Time Ecommerce 52

Stella Connect

JANUARY 25, 2018

Brands need a more integrated stack for a single view of the customer and a real-time view of product inventory. 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.

Self Service 40

Self Service Trends Customer Service Contact Center 40