Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. But how many would list quality assurance, a standard contact center metric, as a customer experience metric? What about average handle time, service level, or agent attrition? In the modern contact center, these ARE customer experience metrics.

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

Customer Service Life

FEBRUARY 4, 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication. Wait, what? Hint: Focus on Agent Performance.

Contact Center 67

Contact Center Artificial Intelligence Text Analytics AI 67

SugarCRM

MAY 23, 2023

In our previous two blog posts, we discussed the core features of sales automation and lead management that a CRM needs to deliver complete functionality. Continuing on the same note, this blog post will discuss the core service and customer support features a CRM needs. Relationship management is more than sales and lead management.

CRM 26

CRM Case Management Omnichannel Sales 26

Comm100

NOVEMBER 8, 2017

So, it’s time for you to assemble your live chat dream team. This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Wait… hang on… my order number is here somewhere.

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

Customer Service Life

AUGUST 20, 2019

This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. Finally, we spend a ton of time in the customer experience space, reviewing feedback from voice of customer surveys and closing the loop with customers. Practice #1: Track email average handle time.

Close the Loop 63

Close the Loop Contact Center Customer Satisfaction Start-ups 63

Comm100

DECEMBER 14, 2022

Here are the key benefits of customer experience automation to consider: Increased customer satisfaction : CXA lets you personalize the content, the channel through which you reach out to customers, and the timing of the message which caters to customer needs. Merge tags can help you personalize an email beyond just first names.

Customer Experience 52

Customer Experience Net Promoter Score Non-Profits Artificial Intelligence 52

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. Source: Alex Knight. Why Chatbots?

Contact Center 52

Contact Center Artificial Intelligence AI Social Media 52