What is Customer Journey Mapping?
September 8, 2021
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Customer journey mapping is one of those phrases that everyone has heard. Even if you’re not involved in creating journey maps, you probably know the
Tag: customer experience
Struggling to Improve CX? Empower Your Customer Experience Specialist!
August 19, 2021
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Customer experience has a significant impact on your brand. In fact, customer experience is your brand. Getting it right means customers who’ll stick with you,
What is Voice of the Customer?
August 11, 2021
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Modern customers notoriously high service expectations. And I’ll bet your business is keen to meet those expectations, right? But… what exactly do customers want? What
Omnichannel vs. Multichannel: How And Why You’ll Switch.
August 5, 2021
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Once upon a time, setting up customer services meant providing a phone number. And maybe a postal address for actual paper letters. For a
21 Call Center KPIs for Complete Performance Visibility
July 29, 2021
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You already track your team’s performance. But every so often you should do yourself a big favor and shake up the call center KPIs your
What is Expected Wait Time? (EWT)
July 28, 2021
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Expected Wait Time (EWT) is the length of time a customer has to wait in the queue before an agent answers. However, it’s not quite
Call Routing – How to Get Customers Where They Need to Be
July 22, 2021
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In this post: Refresher! What is call routing? The BIG call routing benefits are… How to personalize with dynamic routing Is dynamic call routing good
How Does Adopting Contact Center Self-Service Get You $7.91?
July 15, 2021
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Self-service support seems too good to be true. First, it saves you money (by helping customers to help themselves). Second, customers actually want to access
What is Employee Satisfaction?
July 13, 2021
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Employee Satisfaction (ESat) is a metric which measures how happy employees are in their job. This metric will generally track factors including: Want more articles
Average Handling Time Tips: 14 Ways to Cut AHT Without Ruining CX
June 10, 2021
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In this post: Why balancing AHT and service matters What is AHT? 14 tips to cut Average Handling Time #1 Improve your call routing #2
