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10 Essential Customer Service KPIs You Need To Track Now

From a customer’s perspective, customer service is an experiential process, so it’s difficult to quantify. It can be good or bad, fast or slow, helpful or unhelpful, among other factors.

However, for organizations, it’s a different game altogether. With sophisticated customer service analytics and reporting tools available, Contact Centers can track and measure just about every metric that impacts the quality of their customer service. Measuring the key performance indicators (KPIs) helps Contact Centers improve the overall customer experience (CX), lower customer churn, and boost brand loyalty. However, the abundance of customer data can entice CX leaders to track everything, which leads to information overload and analysis paralysis.

Customer Service: Are Chatbots Better Than Human Agents?

Are chatbots better than people at scaled communication?

This question has a myriad of objective truths hidden behind it. We’re all witnessing the wave of automation in customer service. Industry leaders are now forecasting advanced AI-powered responsive chatbots to take over at scale like never before. Gartner suggests that 47% of organizations will use chatbots for customer care, and 40% will deploy virtual customer assistants (VCAs).

5 Ways To Win Over Even The Most Difficult Customer

Good customer service is what differentiates a company from its rivals.

Anyone working in customer service would understand that no matter how much time you spend in delivering good customer service, you can’t please everyone every time. Sooner or later, support agents will have to deal with difficult customers. Whether it’s a customer with some outlandish demand or an otherwise rational customer who happens to be having a bad day, your skills are put to test. And it’s time to pass the test with flying colors.

3 Reasons Omnichannel Contact Centers Are The Future

Ensuring a seamless customer experience is the ultimate goal of any consumer-facing brand. An effective omnichannel strategy plays a crucial role in achieving this by unifying interactions across all touchpoints. That’s why brands are investing in better artificial intelligence (AI), natural language processing (NLP), and omnichannel capabilities to ensure that customers feel like their issues are being understood.

Boost Productivity & Retention: The Ultimate Guide To Remote Agent Onboarding

Can Outlook Email Boxes Help Contact Centers In The Remote Work Era?

5 Benefits Of Using AI-Based Solutions For Remote Workers

AI Helpdesk Software: The Key To Transforming Customer Experience

What Is Guided Mode? How Does It Streamline Ticket Management?