Customers want to communicate with you anytime, anywhere, and over the channel of their preferred choice. They expect you to know them – their services, their needs, and their preferences. Meeting these heightened expectations requires an Intelligent Contact Center that allows you to deliver personalized experiences that build your brand and transform customer experience into customer love.
Key performance indicators, also known as KPIs, enable companies to make smart business decisions and to gauge how their business is executing on their goals. As technology advances and consumer expectations evolve, it is crucial that companies are measuring the “right” KPIs impacting customer experience and satisfaction.
The leaves have changed color, the weather has started to cool, and Sundays’ agenda consists of good old fashioned football. Now is the time when we decorate our homes with bright lights and decorative trees, gather with family and friends and before you know it we’ll be fully immersed in the end of the year holiday rush.
Spending Thanksgiving surrounded by loved ones isn’t the only time that matters this season – making sure your contact center is reliable and has no interruptions is of the most importance.
In the final installment of our Customer Service Metrics series, we will discuss our final two tips for determining whether your metrics are customer-centric or self-centric, and how that will impact your customers’ experiences.
In my last blog, we discussed how approaching your business from the perspective of the customer and what matters to them will better position your agents to foster great customer experiences. In Part 2 of our 3 part Customer Service Metrics series, we dive into the importance of customer support availability and which metrics to measure.
If you’re leading a customer service organization, you know how much metrics matter. But how confident are you that your metrics are measuring what matters to your customers?
Today, 86% of consumers quit doing business with a company because of a bad customer experience. Hence, there is no place for bad customer service if you want to compete with the big dogs and retain your customers.
They say all good things must come to an end – and our summer series is no exception. Thank you to everyone who has journeyed with us over the last four weeks as we reflected on the contact center of the past, present, and future.
In a perfect world Interactive Voice Response would have been obsolete for a long time already. Self-service has moved away from the phone to web. That being said, IVR can still be a very useful part of your customer’s journey.
