Agent Attrition Rates and How to Keep Them at Bay

Agent Attrition Rates and How to Keep Them at Bay

Agent attrition refers to how often customer support agents leave a firm. According to a NICE survey of 400 U.S. and UK contact centers, agent turnover is a massive problem in the industry, with contact centers seeing an average attrition rate of 42% in 2021. Larger contact centers are even worse hit by high attrition…

How to Determine Which Customer Service Channels to Focus On

How to Determine Which Customer Service Channels to Focus On

The proliferation of multiple customer service channels has increased customers’ expectations in their interactions with brands. Businesses strive to meet these expectations to maintain customer loyalty and increase revenue. While the Omnichannel approach has enabled seamless customer service on various integrated networks of devices and touchpoints, you must prioritize support channels based on which is…

Tried and tested strategies to reduce customer service costs

Tried and tested strategies to reduce customer service costs

High levels of service quality and improving the customer experience have been shown to result in more loyal customers, higher turnover, and better profits. But customer care professionals tasked with delivering these greater levels of service quality also feel pressure to reduce service costs while justifying the return on investment. The holy grail is reducing…

Agent Engagement: How to Motivate and Retain Top Talent

Agent Engagement: How to Motivate and Retain Top Talent

The contact center is the beating heart of any great business. It’s the human touch of contact your customers have with your company. Their customer service experience—good or bad—will color their perception of your company forever. 93% of customers are more likely to be repeat customers of companies that offer excellent customer service. Support managers…

AI in Customer Service: Yay or yay?

AI in Customer Service: Yay or yay?

If you’re in business, you probably know that the quality of customer support is directly tied to customer satisfaction and loyalty. And for any business, keeping the wheels of exceptional customer service rolling is vital. But, it can be overwhelming.  There’re so many customer care touch points to cater to — and at a high…

How to measure customer service performance

How to measure customer service performance

“I won’t complain. I just won’t come back.” That’s the thought ping-ponging through the minds of unsatisfied customers. Conversely, 9 out of 10 customers would repurchase once impressed by your customer service.  It’s squeaky bum time for customer service departments. With sales and marketing previously claiming all glory for revenue growth, customer service has now…

6 tips to improve First Contact Resolution in 2022

6 tips to improve First Contact Resolution in 2022

There are many solutions on how to improve the first contact resolution (FCR) rate. Before you can start making improvements you need to know the current situation. What is your current contact resolution rate and first contact resolution rate? Understand what your contact points are and how you measure the contact resolution rate inside these…

ABC of data-driven customer service management

ABC of data-driven customer service management

Exceptional customer service management in today’s fast-paced business environment makes for a competitive advantage. For customer service leaders who look to empower team members, develop operations, and impact their bottom line, the data-driven approach to managing support is a one-way street.   The strategic importance of customer support means that there is a plethora of metrics…

Discover your FCR cost savings with our ROI calculator

Discover your FCR cost savings with our ROI calculator

Cut to the chase – You can go directly to the calculator by clicking the button below! Increasing First Contact Resolution rate (FCR) can make a huge impact to the cost savings in your customer service. We have all experienced it – a lengthy customer service journey where a customer needs to make repeated contacts…

Customer Service Trends 2022

Customer Service Trends 2022

The digital era has created new standards for businesses and customers alike and the latest customer service trends are the biggest telltale. On one hand, brands navigate their way towards customer-centricity. On the other, the consumer is even more empowered and as a result, has higher expectations. It only makes sense to offer your customers…