🔥 Just released! The Future of CX - Technology Trends 🔥 👉 Get the report!
🔥 The Future of CX - Tech Trends in 2024 👉 Get report!
We chatted with Planning Center’s Director of Customer Experience, Reagan Helms, about the evolving customer support landscape and the growing need for crafting roles that inspire people to do their best work. Can you tell us your story? How did you end up working in customer experience? I started working at my current company 13…
Mutual respect and care are important values to many people. Customer Service settings are no exception for this. Though it is difficult to find, maintain and live up to a certain universal set of ethics and moral standards, it is crucial to keep certain values and important facts in mind when dealing with customers. This…
As an anthropology student, the question I fear the most, right after “What is anthropology?”, is the question about my future career. I get to hear both questions equally often, and equally often struggle to find answers. I have been studying the subject for 3 years, but its widely diversified field makes it quite difficult…
Contact centers are undergoing a renaissance. The seismic rise and shifts in customer expectation means companies are now drilling down on experience (rather than cutting costs/saving time) as a true long-term and more sustainable differentiator. The contact center — a beehive of customer service activity — is at the heart of it all, but so…
The Average Handle Time is a critical metric in the contact center industry that measures the average time it takes for an agent to handle a customer interaction, including talk time and any post-call work. AHT is a vital indicator of help center efficiency and can affect customer satisfaction, agent performance, and overall business profitability….
Every day we generate 2.5 quintillion bytes of data, as recorded in 2020. Businesses use social media, algorithms, and other tools to organize their data and use it to achieve their goals. Customer service analytics help them to identify the patterns and understand consumer behavior, increase customer loyalty, and improve customer experience. Seventy-six percent of…
Many businesses suffer dwindling patronage because their contact centers do not provide high-quality services. Interestingly, call centers with poor service have something in common – they do not effectively analyze contact center agent performance metrics for actionable insights. As the famous business quote goes, “if you can’t measure it, you can’t improve it.” If you…
Service level agreements (SLAs) define the support standards a customer can expect from your company while helping your teams know what they need to do to reach their goals. In this article, we look at the main types of customer service SLAs, what they typically include, and the steps you can take to ensure you…
Poor customer service has a devastating impact on your company’s bottom line. The cost of bad customer service is significantly more than just lost sales or angry customers. It affects your company’s reputation, employee morale, and even threatens its long-term viability. 68% of consumers say they’ll pay for products and services from a company that…
Careful consideration has likely gone into choosing Zendesk as your customer support software. Now you cannot wait to benefit from all the advantages of the advanced CX platform. But how do you reap the full potential of a solution as adaptive, innovative, and complex as Zendesk? Where do you even begin? In this article, we…
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