Post on 19-Jul-2015
Customer ExperienceIn The Contact CentreTaking Your Customers Off Hold And Putting Their Words Into Action
We create Ravers
Our aim is to help you create customer & employee advocates, Ravers who love you and will go and tell the world what a great company you are.
Tip number 1
Find the top reasons for people
contacting you and deliver the
information before they feel the need
to call
1%
1%
8%
10%
19%
28%
34%
1%
8%
8%
19%
21%
25%
19%
2%
4%
14%
24%
24%
15%
16%
8%
13%
9%
18%
20%
19%
13%
15%
18%
27%
15%
9%
6%
10%
26%
27%
21%
9%
6%
6%
3%
47%
29%
13%
5%
1%
1%
5%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Call transfer rate
Cost per call
Average call duration
Call abandonment rate
Speed to answer
First-call resolution
Customer satisfaction / NPS
1st 2nd 3rd 4th 5th 6th 7th
Most Important Metrics
Capture the pure, untainted opinions of their customers at Moments of Truth® via telephone, email and live chat channels
• C-Sat
• NPS
• Effort
• First Time Fix
• Verbatim
• ACTION
• An improvement across all metrics
• Better insight into root cause problems
Testimonial 2
Rant & Rave is a new era in customer experience, turning feedback
into real-time, business intelligence
““
Tip number 2
Ensure feedback is collected in
real-time across all your contact
channels and then use this insight to improve processes and make strategic
decisions
Tip number 3
Allow employees to get close to what
customers are saying and then
empower them to make the right decisions and improve their
skillset
The contact centre sits at the heart of any omni-channel strategy.
It is the Hub for customer and employee experience!