Understanding the right KPIs within a call center is critical to success. One of the most well known technical call center KPIs is First Call Resolution (FCR).
How do you measure First Call Resolution? Read More »
Artificial Intelligence (AI) has been around for a while in the realm of SciFi. However, we are seeing it more and more in the world of business. Shown as a negative in the Terminator franchise, it does also have some very positive connotations. As we keep adding more and more features to AI technology, its
The 7 Benefits of AI in Customer Service Read More »
With businesses around the world adjusting their teams and ways of servicing customers, new technologies and tools need to be embraced. Social distancing and isolation are phrases we’d not really heard in our regular parlance. Now they are the only things we hear on a daily basis which can be quite difficult to rationalize. However,
How Chatbots Improve Customer Experience Read More »
Products and services are simply commodities now. There are probably hundreds of companies around the world that can offer what you are offering. I’m sorry to surprise you, but in this, you are not that unique. However, the way you service your customers can change how they perceive you. This is where customer experience matters.
8 Trends that will Drive the Future of Digital Customer Experience in 2020 Read More »
I’m not a huge fan of modern music to be 100% honest. I’m still stuck in the 80’s and 90’s when it comes to my favorite songs. So you’d probably be surprised that I’m commenting on the “The Grammys – the biggest show in music!” Well, let’s just say that I have a daughter who’s
Do the Grammys Epitomize True Customer Experience? Read More »
This post was originally published on CX Expert. It has been updated to reflect current market trends and new research. What do you understand by customer experience? My understanding of customer experience is the customer’s cumulative attitude and feelings towards the interactions and quality of services provided by the supplier or the supplier’s employees. Customer
STOP PLACING THE BURDEN FOR GOOD CX ON YOUR CUSTOMERS Read More »
May 2019 was the time I last vented my frustration online about a horrible Hard Disk replacement experience I had been through. I also promised a follow-up if something related happens again. It didn’t take much longer to happen. Another hard drive of mine failed last month, and I had to submit an RMA request
Customer Care Cheat Sheet Read More »
Getting a customer is only part 1. It’s as important to provide regular service to keep them happy and satisfied.
A Blueprint for Getting and Keeping Customers Read More »
AI is able to outperform humans in numerous areas, but they are dependent on the first-hand human experience at the end of the day.
The Growing Usage of Artificial Intelligence in Customer Service Read More »
