Thu.Oct 06, 2022

article thumbnail

Reduce average handle time with this one simple trick

Inside Customer Service

Average handle time, or AHT, is an important metric in contact centers. It measures the average length of a call. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff. A Customer Service Tip of the Week subscriber recently wrote to ask my advice on reducing AHT in his contact center.

article thumbnail

A note from Eoghan McCabe

Intercom, Inc.

We’ve got an update to share. Today, we announced that Eoghan McCabe, Intercom’s chairman, co-founder and former CEO, is returning to lead the company as CEO. Karen Peacock is stepping down as CEO and transitioning to an advisory role to support through the transition. Below is the email that Eoghan sent to the company after sharing the news with employees at All Hands.

Start-ups 118

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

What is Customer Service Performance? A Complete Overview

Zonka Feedback

We all want to keep our customers happy and satisfied so they do repeat business with us. And customer experience is one differentiating factor that can make or break your customer retention efforts. Customer Service Performance plays a catalyst in achieving that level of customer experience and winning over the trust and loyalty of clients.

article thumbnail

Customer service agents finally get the recognition they deserve


Examples of bad customer behavior are typically what make for breaking news in the world of customer service. These are the kind of stories we’ve seen more frequently throughout the past few years as staffing and supply shortages mount and consumer stress levels run rampant. More than a lack of gratitude or a bit of unpleasantness, many frontline customer service agents have faced truly difficult scenarios.

article thumbnail

Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

article thumbnail

Calculating Absenteeism in the Call Center


There’s nothing that destroys a perfectly good call center schedule like unplanned absences. Don’t get us wrong—we’re in full support of call center agents taking time off and embracing work-life balance. But scheduling shifts becomes tough when absenteeism rises, leaving the agents who did show up to bear the brunt. Unplanned absences have a ripple effect that can impact everything from customer satisfaction to agent attrition to contact center KPIs—and that’s something you shouldn’t ignore.

article thumbnail

Guest Post: The Biggest Value Driver That is Not on Your Journey Map

Shep Hyken

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. How much value ($$$) do closer customer relationships and specific customer emotions bring to your business? I know you would say, “of course that these are important, and we focus on them,” but have you calculated how much value they actually bring?

More Trending

article thumbnail

Gartner’s GetApp Ranks HoduCC #1 Category Leaders in Predictive Dialer


HoduSoft, a leading unified communications software maker, today announced that their Call & Contact Center Software, HoduCC has been ranked as the No. 1 Predictive Dialer Software in GetApp ’s Category Leader list, published by Gartner Digital Markets Report. HoduCC is an advanced, next-generation call & contact center software designed to help businesses improve their business communications and deliver a top-notch customer experience.

article thumbnail

Memory Mini Series Part 3: Why We Forget Things

MyCustomer Experience

Memory is one of my favorite topics in the behavioral sciences, so we did a podcast series on them. This newsletter is the last of a mini-. 6th Oct 2022. By Colin Shaw Founder & CEO.

article thumbnail

Data Visualization in Ecommerce Decision Making


Within the past few years, the E-commerce industry has recorded significant growth, which has elevated it to the top of the map as one of the best-performing business industries. Also, this has been mainly contributed by the rise of the coronavirus pandemic in 2020. It’s no secret that many people continue to invest in this. Read more. The post Data Visualization in Ecommerce Decision Making appeared first on CXService360 - Customer Service Articles, Stories and more.

article thumbnail

5 Problems Caused by Sales and Marketing Misalignment


They’re like the perfect couple: One is analytical and direct while the other does all the talking and appeals to the emotions. When they’re in perfect alignment, life is good. That’s how it is with sales and marketing. But like couples, they have disagreements sometimes. If left unresolved, these disagreements can create misalignment, miscommunication, demotivation, and eventual failure to grow the business.

Sales 26
article thumbnail

7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

article thumbnail

Memory Mini Series Part 3: How Memories Can Be Altered and Why We Forget Things

Beyond Philosophy

Memory is one of my favorite topics in the behavioral sciences, so we did a podcast series on them. This newsletter is the last of a mini-series on memory, the series finale. Last time, I wrote about the network structure of memory and how the different types of memories we have connected in surprising ways from the information we shared on our second podcast.

AI 15