InMoment XI

FEBRUARY 8, 2024

By optimizing your contact center, you can significantly reduce the number of pain points your customers experience at different points in the customer journey. By reducing the idle in your case management , you’ll notice faster issue resolution times and a more agile contact center.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

ShepHyken

OCTOBER 1, 2023

So, if you look at the total AHT, it includes wait time, phone time, and task time. Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other.

Customer Service 71

Customer Service Contact Center Average Handle Time Customer Service Strategies 71

SurveySensum

DECEMBER 4, 2024

Enhancing Customer Satisfaction By segmenting promoters, passives, and detractors, banking institutions can identify areas where customers are experiencing issues with their products and services and drive data-driven improvements. Address specific pain points, such as long wait times or confusing processes.

Banking 52

Banking NPS Financial Net Promoter Score 52

Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. This results in long wait times and abandoned conversations. It’s well established that exceptional employee engagement produces extraordinary customer experiences.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

SurveySensum

SEPTEMBER 29, 2023

Here are some of the most common causes of poor customer experience caused by employee disengagement: Longer wait times : Around 90% of customers find fast reactions from support to be critical for their experience. But, if an employee is disgruntled, they are slower at finding a solution.

Survey 52

Survey Customer Service Net Promoter Score Employee Engagement 52

Thematic

SEPTEMBER 24, 2024

Customers want more than just products—they want to feel heard, valued, and appreciated. In fact, 63% of US consumers would ditch a brand after a poor customer experience. And 65% were willing to pay higher prices for exceptional customer service.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

SurveySensum

MAY 19, 2023

Customer Centricity: Banks should try to create a customer-centric culture. Consider customers at the heart of all decisions, and try personalizing services to meet their needs. Improve Customer Service: Providing exceptional customer service can influence customers’ perception of a bank.

Banking 52

Banking NPS Industry Net Promoter Score 52