Customer Service
What Is Deflection Rate? (And 5 Tips to Improve Deflection Rate)
Self-service is becoming increasingly important in customer service, and deflection rate is a key measure for how effective your self-service options are. Here are 5 tips on how to improve your deflection rate (and your resolution rate).
How to Improve CSAT Scores In Call Centers
Measuring and improving CSAT is important for any call center. This article reviews 4 sound strategies for improving your CSAT score.
How to Improve NPS
Measuring Net Promoter Score (NPS) is relatively easy. Improving your NPS, however, is more difficult. Here are 7 practical tips to improve your NPS.
How to Reduce Abandoned Calls in Call Centers
If you’re looking to improve your customer service, improving your call abandonment rate is a great place to start.
Mean Time to Resolution: What It is and How to Improve It
Mean Time to Resolution (or MTTR) is a useful metric that customer service teams can use to measure customer service efficiency. Generative AI can help you reduce MTTR.
How to Improve Call Center Customer Service
With a generative AI chatbot like Gleen AI, you can improve call center customer service by using a chatbot to provide first line customer support and allowing live agents to focus on more complex escalations.