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Understanding the Concept of Downtime
In this dynamic world where technological advancements have become an integral part of virtually all aspects of our lives, efficiency and consistency are paramount. This is where the concept of downtime arises. An understanding of downtime, its significance, implications, and possible mitigation strategies are critical in various fields, particularly in the technological and business sectors.
Understanding FCR (First Call Resolution)
First Call Resolution (FCR), often known as One Call Resolution, is a metric commonly employed by businesses, notably those in the service sector. It denotes the percentage of incoming calls that a service representative fully resolves without the caller needing to call back about the same issue.
Understanding Call Hold Time in Customer Service
Call hold time is a metric that every customer service team is well-acquainted with—it is ubiquitous across the industry, determining the efficiency and effectiveness of the customer service team. It denotes the time a customer spends waiting on hold during a telephone call or live chat before interacting with an agent. This article will explore the nature of call hold time, its impacts, and strategies to manage it effectively.
Understanding Omnichannel Support
Omnichannel support is a sales method that seeks to give customers a unified and seamless experience whether the customer is shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store. In an age where customers have come to expect an integrated experience, omnichannel support has risen in prominence.
Proactive Support: A Definitive Approach to Customer Service
Proactive support is an approach to customer service that involves anticipating and solving customer problems before they occur. This method contrasts with the more traditional reactive support, which waits for issues to become apparent before acting. Proactive support involves investing time and resources into customer service before the need arises and may comprise predictive analytics, automated solutions, or simply engaging with customers to identify potential issues in advance.
Understanding SMS Customer Service
SMS customer service is a form of customer support protocol that makes use of short message service (SMS), more commonly known as text messaging. These days, businesses globally are implementing this system to enhance their capabilities in addressing customer queries, grievances, and requirements.
Understanding the Kano Model
The Kano Model is an analytical tool that assists in understanding customer needs and expectations. It was developed by Dr. Noriaki Kano, a professor of quality management at the Tokyo University of Science. It is used in many industries worldwide to improve product or service quality, customer satisfaction, and business performance.
Understanding the Meaning of Tiered Support System and Support Tiers
Tiered Support Systems and Support Tiers can seem immensely complex, especially to those who encounter these terms for the first time. However, with a little unpicking, it becomes clear that these are simple and efficient methods organizations use to manage and resolve customer issues. The tiered support system leverages leveled structures to process incoming support requests efficiently. This article will delve deep into these concepts, from their significance to the various levels present within such a system.
Understanding Voice of the Customer: Questions and Examples
The Voice of the Customer (VoC) is a term used in business and information technology to describe the customers' needs, wants, preferences and aversions. Understanding the VoC is crucial for any organization aiming at improving customer satisfaction, profitability, or market share. One of the best ways to understand the VoC is through asking carefully crafted questions. This article provides an in-depth look at the VoC and examples of questions you can ask to understand it.
What is Workforce Engagement Management?
Workforce Engagement Management (WEM) is an exponentially growing concept that intersects core HR practices and key business principles. It revolves around the knowledge, techniques, and software applications that help companies manage their staff more efficiently, ensure engagement and productivity, promote staff well-being, and influence better business outcomes.