Measuring Customer Experience

6 Mistakes Hurting Your First Contact Resolution Metrics — And How To Solve Them

ByPlayvox Team Posted onMay 17, 2018June 1, 2023

Wondering how to measure your First Contact Resolution metric and what it means for your contact center? First Contact Resolution (FCR) is a crucial key performance indicator (KPI) for establishing customer satisfaction and operational performance. Alongside Net Promoter Score, First Contact Resolution metrics reveal how effectively your customer service agents are resolving clients’ issues the…

6 Great Customer Experience Examples You Can Easily Implement in Your Contact Center

ByPlayvox Team Posted onMay 3, 2018October 31, 2022

Customer experience is a top differentiation metric for companies today. A great customer experience is important for the sustained growth of any business or brand. It promotes customer loyalty, helps retain current customers, and encourages brand advocacy. According to a recent Trustpilot study, “A totally satisfied customer contributes 2.6 times as much revenue as a…

How to Keep Your Average Handling Times in Check & Offer the Best CX

ByPlayvox Team Posted onApril 12, 2018November 22, 2021

A couple of years back, Average Handle Time (AHT) was considered the most important call center metric of them all. That has all changed now. Empowered customers expect an agent to give them a tailored customer service experience that makes a human connection. In addition, with the increasing use of self-service portals such as FAQs…

Customer Service Metrics You Should Be Paying Attention To

ByPlayvox Team Posted onFebruary 14, 2018November 1, 2022

In a noisy and competitive market, organizations must make their customer service a top priority. Because your contact center is so crucial to a great customer experience, smart businesses keep their eye on contact center metrics that matter. As the saying goes, “what gets measured, gets managed.”

Answer These Questions To Calculate Real Value of Your Customer Service

ByPlayvox Team Posted onFebruary 7, 2018November 22, 2021

You’ve probably read dozens of articles talking about the importance of customer service in the modern business. Inspirational quotes tell us that we’re all in the customer service department. We know intuitively that customer service is extremely valuable to the company. How do we translate that gut feeling into cold, hard numbers? Most people need…

How to Handle the Top 10 Customer Service Complaints

ByPlayvox Team Posted onDecember 15, 2017March 31, 2023

Customers today have higher expectations than ever. And customers with complaints reach twice as many people as customers who are satisfied. Especially with social media, it only takes a few minutes for unhappy customers to air their grievances and share negative feedback with thousands of people. In a Forbes survey, more than 1,000 consumers were…

How To Quantitatively Measure Customer Experience ROI

ByPlayvox Team Posted onDecember 14, 2016November 1, 2022

Companies today are under a lot of pressure to provide great customer service. Customers and clients want a personalized, lightning-fast experience, and they have more channels than ever before to share about a good experience — or to lament a bad one. As important as the customer experience may be, the return on investment (ROI)…

Increase Contact Center Agent Efficiency With These 6 Tips

ByPlayvox Team Posted onOctober 21, 2016May 15, 2023

A contact center’s efficiency thrives on individual agent motivation and mental stamina. However, an encouraging pat on the back or a management team cheer isn’t enough to produce the results you’re hoping for. The nature of a contact center agent’s job can already be quite demanding, so it’s important to strike a balance as you…

Live Chat: Why It’s A Must And Tips To Make The Most Of It

ByPlayvox Team Posted onJune 24, 2016April 21, 2022

Gone are the days when live chat was an innovative support channel. Today, live chat is a must. Live support gives clients the chance to receive immediate answers to their questions, without having to wait for hours (or days) for a response. For your contact center, the benefits of a live chat process include slashing…

6 Strategies To Improve First Contact Resolution

ByPlayvox Team Posted onApril 2, 2013May 25, 2023

Customers who repeatedly contact agents for help can cost you — and more than just money. Your contact center agents lose time to repeated contacts, and you’ll risk a decrease in customer satisfaction, too. Companies and contact center agents must implement First Contact Resolution (FCR) strategies. Improve your FCR rate by learning what it is,…

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