Myra Golden

APRIL 11, 2023

I did a live demo of Balto’s Real-Time Guidance in a webinar last year when I talked about my 3R De-escalation Method and contact center leaders loved it! For example, reducing staffing levels to save costs could lead to longer wait times and reduced customer satisfaction. The webinar is free.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

NobelBiz

SEPTEMBER 12, 2023

In the contact center realm, measuring Talk Time isn’t just about numbers; it’s the compass guiding us toward efficiency, quality, and customer satisfaction. Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured?

Call Center 52

Call Center Metrics Contact Center Customer Satisfaction 52

Talkdesk

APRIL 8, 2016

Earlier this week, Talkdesk had the pleasure of hosting a live webinar with SpotHero’s resident data expert, Nate Peace. Over the course of the webinar, Nate shared some of the wisdom he has learned as SpotHero’s Support Operations Lead and offered valuable advice to listeners during a lively Q&A session.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

NobelBiz

FEBRUARY 14, 2022

Measurable: We must guarantee that the goal can be quantified. This indicator enables managers to assess agents’ success in performing needed post-call work and to determine how much time should be devoted to post-call work. This metric provides managers with an overview of the average time a caller waits to speak with a call agent.

Metrics 52

Metrics Contact Center Management Call Center 52

Oracle

JULY 14, 2020

Popwallet helps marketers improve engagement of consumers within this mobile experience and measures their response. As virtual engagement becomes pervasive, companies are also demanding richer, interactive, and personalized experiences with their employees, customers, and prospects through these virtual conference/webinar platforms.

Trends 111

Trends Customer Experience Wireless Consumers 111

Talkdesk

JULY 16, 2019

How to Measure Contact Center Performance The best way to assess agent performance in your call center is through a mix of quantitative and qualitative KPIs. However, measuring customer satisfaction and overall quality of the customer experience is more difficult, as CSAT and NPS scores can only tell you so much.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

Solvvy

AUGUST 31, 2022

Satisfied, happy customers are key to business success, and the customer satisfaction (CSAT) score allows you to measure and monitor those sentiments. The CSAT score allows customer experience teams to measure how consumers feel about their brands and monitor changes in perception over time. What is a CSAT Score?

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62

CSM Magazine

MARCH 27, 2020

Self-serve : or “self-service” is anything that a customer can do to support themselves on their own, like read user documentation about your product or service, listen to a webinar, or visit a community forum where they can interact with other customers. This is a good measure of response quality. Multitask between chats.

Self Service 52

Self Service Social Media e-support Knowledge Base 52

Qualtrics

MARCH 26, 2019

Let’s say you have customer experience operational and experience standards in place and you’re cranking out feedback scores and other measurements on a regular basis. For more insights on CX governance, specific to federal government agencies, check out our recent webinar here. Ingredient: Internal Advisory Groups.

Government 22

Government Data Policies Guidelines 22

Comm100

MARCH 27, 2023

During non-peak periods, the additional support capacity that chatbots provide allows faster resolutions to student queries and reduced wait times. For requests handled entirely by chatbots, students see no wait times, as a single chatbot can respond to an unlimited number of simultaneous chats with no delay.

Chatbots 166

Chatbots Multi-Channel Knowledge Base Wait Times 166

Playvox

APRIL 14, 2022

While there are many quantitative metrics to measure, such as how long it takes to cook a dish or the average customer wait time, identifying those intangible qualities of customer service can be a little trickier. Related Resource: Learn how to optimize the service heart of modern business in this on-demand webinar.

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78

NobelBiz

NOVEMBER 6, 2023

If you’re serious about boosting your operational efficiency, watch the on-demand version of our roundtable webinar, “Decoding the CCaaS Migration Dilemma: A Roadmap to Success.” Our platforms are built with advanced security features, including proactive fraud detection mechanisms and robust data protection measures.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Totango

SEPTEMBER 22, 2022

The Marketo Engage marketing automation platform, owned by Adobe, is designed to deliver measurable marketing results which keep customers engaged and coming back. Pros : One of today’s most important SaaS SEO tools, Google Analytics is strong at tracking traffic and measuring performance. SaaS Analytics Tools. Primary users.

Tools 71

Tools CRM Analytics Advertising 71

NobelBiz

OCTOBER 17, 2023

Moreover, they are unable to access the company’s internal knowledge base effectively, delaying response times. Additionally, without adequate security measures, they inadvertently expose sensitive customer data. Dive into the world of compliance with our On-Demand Webinar: “Outbound Compliance Survival Kit.”

Call Center 59

Call Center Management Contact Center Contact Center Software 59

Comm100

FEBRUARY 10, 2022

Now that you know why personalized customer service matters and how it can make your brand stand apart from the competition, let’s look at the seven best strategies that can translate those benefits into measurable results for your brand. Track and leverage customer data. Take a look at Airbnb’s self-service portal to inspire your own.

Self Service 130

Self Service Customer Service Strategy Chatbots 130

UJET

MARCH 22, 2021

We can order groceries online and have them delivered to our doorstep, or get curbside pickup at just about any brick and mortar store to avoid wait times and lines. We’ll even guide administrators of the IVR to measure and dynamically tune performance. The list goes on.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

NICE inContact

NOVEMBER 8, 2019

If you’re already using Salesforce but new to NICE inContact CXone, you can gain measurable improvements by integrating these two platforms, whether you have an inbound call center, outbound or both. link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

Qualtrics

DECEMBER 4, 2015

You’ve also likely staffed up to lessen wait times for phone calls and return times for emails. To learn more about how you can use web intercepts to measure and optimize the customer experience on your website, during the holidays and after them, view our free recorded webinar below.

Engagement 20

Engagement Policies Social Media Video 20