Who has the time to read a valuable 320 page industry report? We have read it for you and written this summary.
10 years ago, average call duration and cost-per-call were considered to be the most important contact center metrics. In 2015, 32% of survey respondents stated that ‘customer satisfaction ratings’ are the most important measurement. ‘First call resolution’ is almost as important as customer satisfaction ratings (67% of respondents place this 1st or 2nd), and ‘Speed to Answer’ is close behind: these metrics are of huge importance to customer satisfaction (or the lack of it), and handling more calls effectively first-time is key to improving customer satisfaction and reducing repeat calls, which will impact positively upon queue lengths. See Fig. 1 for the full results of that question.
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An effective omnichannel customer experience is more critical than ever. Is your brand ready to connect with your customers on every available channel?
Providing quality customer service is the key to locking in your customers for the long-term. Customer service should be relentlessly pursued and continuously refined, reflecting on the customer experience from the outside inward.
A call center is a dynamic organisation - always growing, always improving - for the benefit of the brand. The people who take on this important work should be trained - and recognised - to further the organisation. Gap analysis employed by managers is the best..