CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. However, what if there are additional improvements that can be made that you haven’t even considered?

Contact Center 182

Contact Center Net Promoter Score Effort Score NPS 182

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. However, what if there are additional improvements that can be made that you haven’t even considered?

Contact Center 174

Contact Center Net Promoter Score Effort Score Customer Satisfaction 174

InMoment XI

NOVEMBER 2, 2021

Sure, it’s great to see a boost in CX metrics like NPS , CSAT , and CES , but what really drives impact? We’ve packed this blog with information on each pillar, examples of programs who have found success in that area, and assets you can leverage to mirror that success in your own program. Look no further! Read it here !

ROI 260

ROI White Paper Customer Retention Feedback 260

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency.

Call Center 59

Call Center Net Promoter Score NPS Average Handle Time 59

GetFeedback

JULY 19, 2019

Once you have a baseline of your Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) or customer sentiment or the like, you will have a way to gauge if you’re doing better or worse for customers. Use real quotes, call center recordings, and other powerful emotional data to share what’s really going on with your customers.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

SurveySensum

JANUARY 9, 2024

Now, to understand and improve customer satisfaction, what metric do businesses measure? CSAT score. However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback. With the right strategies, metrics, and a robust CSAT tool , CSAT can pave the way to success!

Metrics 52

Metrics Customer Satisfaction Customer Service Representative Culture 52

ShepHyken

MARCH 30, 2018

This week we feature an article by Julien Rio whos writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken. In this article, we will review the most common KPIs, how to understand them, how to select the right ones and how to improve them. Type: Customer Centric.

Blog 85

Blog Average Handle Time Customer Experience Net Promoter Score 85

GetFeedback

NOVEMBER 18, 2019

The work to take action on feedback actually begins long before you even launch your CSAT survey. How to get actionable feedback from a CSAT survey. Based on those parameters, here are some guidelines for designing the questions you’ll ask on your CSAT surveys. How to take action on your CSAT feedback .

Feedback 199

Feedback Insights Customer Satisfaction B2C 199

delighted

NOVEMBER 30, 2021

When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. These micro-experiences are called customer touchpoints, and they play a crucial role in fostering customer satisfaction, including trust and loyalty. Improving touchpoint experiences with surveys. Let’s dig in.

Touchpoint 87

Touchpoint Net Promoter Score Customer Journey Mapping Social Media 87

Stella Connect

SEPTEMBER 30, 2021

When designed effectively, call center quality monitoring scorecards can bring a ton of value to customer service organizations, particularly call center teams. . Here are some of the top reasons your organization may want to use call center quality monitoring scorecards as part of your quality assurance program. .

Call Center 52

Call Center Customer Service Training Feedback Customer Centricity 52

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Reporting and dashboards. AppConnect.

Contact Center 91

Contact Center Omnichannel Call Center Call Recording 91

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. One effective solution lies in conversational commerce.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

Lithium

JULY 5, 2022

Thought Leadership Blogs and Label. Stay updated when new content is published by subscribing to the new Thought Leadership Label in the Khoros Insights Blog. Higher CSAT results in greater customer loyalty, higher customer lifetime value, and engagement. KPI Keyword Links and Definitions. Additional Label Tips.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52

GetFeedback

AUGUST 16, 2018

To measure customer happiness, turn to CSAT, CES, and NPS. Customer Satisfaction (CSAT) Score. CSAT surveys measure how customers feel about a specific interaction or experience. To conduct a CSAT survey, you ask: How would you rate your overall satisfaction with the service you received? Why is CSAT important?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

CX Accelerator

MAY 8, 2018

Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground? Given that storytelling can be such a powerful way to share learning, what does that mean for your contact center? What’s also true is it’s the department most rich in narrative!

Contact Center 160

Contact Center Customers Communication Information 160

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. The right contact center technology for a SCV. The post Guest Blog: Why Does My Customer Service Team Need a Single Customer View?

Blog 90

Blog Customer Service Contact Center Customers 90

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Customer Satisfaction Interaction Call Center 84

Totango

MAY 5, 2021

This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. Customer Satisfaction Surveys (CSAT). Especially pertinent to customer service , these scores reflect elements such as agent responsiveness during a support call or how helpful/accurate the delivered information was.

Measurement 118

Measurement Customer Experience Net Promoter Score Effort Score 118

SurveySensum

AUGUST 14, 2023

A week into getting my new smartphone, I got a call from customer support checking in on my experience. As the call ended, I realized the agent had saved me from forgetting about the cover altogether. While talking about it may seem easy, improving the customer effort score can be a real struggle.

Effort Score 52

Effort Score Customer Experience E-support E Commerce 52

GetFeedback

NOVEMBER 4, 2019

Many companies are still finding their footing when it comes to implementing technology and moving the needle with CX improvements. Surveys like Customer Satisfaction Score (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS) have become ubiquitous with listening to customers. . to track progress.

B2B 150

B2B Multi-Channel Net Promoter Score NPS 150

Talkdesk

FEBRUARY 20, 2020

Anything to improve efficiency so call center managers can achieve more with less is good news. Rather than getting frustrated listening to unanswered calls, voicemails or busy signals, agents talk to real people. Dialing management: Set caller ID, calling hours, attempts and retries. Native Predictive Dialer .

Contact Center 69

Contact Center B2B B2C Connections 69

Solvvy

AUGUST 31, 2022

Satisfied, happy customers are key to business success, and the customer satisfaction (CSAT) score allows you to measure and monitor those sentiments. What is a CSAT Score? The CSAT score allows customer experience teams to measure how consumers feel about their brands and monitor changes in perception over time.

NPS 62

NPS Net Promoter Score Customer Satisfaction Feedback 62

Stella Connect

OCTOBER 12, 2021

Having strategies in place to be able to effectively manage and reduce call center call volume and wait times for customers is key to ensuring customer satisfaction (CSAT) and agent retention. . This when contact centers have also reported increases in call volumes, hold times, difficult calls, and escalations. .

Call Center 52

Call Center Management Contact Center 2012 52

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. The optimal way to reduce customer churn is to improve customer experience.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now. What should be avoided?

Contact Center 88

Contact Center E Commerce E-support Call Center 88

Retently

JULY 28, 2023

It involves ensuring a seamless experience at every touchpoint, aligning various departments to deliver exceptional customer service, and implementing customer-focused strategies to improve satisfaction. The most well-known and trusted CX metrics are NPS , CSAT , and CES.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

GetFeedback

MAY 9, 2019

Stage 2 — Explore: Executives in your company are keen on understanding how CX can improve your business. They start investigating what the organization needs to do to improve its customer experience. Stage 3 — Mobilize: Executives are on board with improving experience and begin to build a CX coalition team.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. Today, agents can no longer give a shout across the room to a subject matter expert (SME) and supervisors can’t just walk down the aisle to assist agents with the right knowledge while they’re on a call.

Management 116

Management Net Promoter Score Average Handle Time Contact Center 116

Bold360

APRIL 28, 2021

That businesses can actually improve their key indicator metrics during uncertain times if they have the right systems and tools in place. In fact, one business (and Bold360 customer) experienced a jump in customer satisfaction (CSAT) from 67% to 90%. The Result: CSAT Jumps from 67% to 90%.

Customer Satisfaction 52

Customer Satisfaction Banking Average Handle Time 2020 52

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Document Webinar 61

GetFeedback

OCTOBER 4, 2019

What do they wish they could improve? A couple of high ranking individuals come together and brainstorm ideas to overtake their competition with radically improved products and marketing. The good news is that most companies are starting to realize the importance of putting the customer at the center.

Competitive Advantage 150

Competitive Advantage Touchpoint NPS Feedback 150

Lumoa

FEBRUARY 7, 2023

Implementing a VoC program will help you understand your customers better and know where to focus your efforts on improving the customer experience. A customer mentions during a service call that they’ve had trouble finding the new permissions settings in their account dashboard. How do you collect VoC data? or is it different?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

Hello Customer

APRIL 5, 2023

As CX Expert Steven Van Belleghem says in his blog ‘ Four ways to remove friction from the customer experience ’: “[In many companies there are] … corporate processes that historically grew into a certain shape but are no longer relevant. The closer to the center, the more personal or human the touchpoint is.

Customer Experience 52

Customer Experience Customer Journey Mapping Touchpoint Effort Score 52

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. What is Customer Satisfaction (CSAT)? What is Customer Effort Score (CES)?

NPS 48

NPS Metrics Net Promoter Score Customer Service 48

Stella Connect

OCTOBER 26, 2021

Call center performance management has, for many brands, changed little over the years. As a result, the common story of the contact center is one of burnout and attrition. Reinventing Your Call Center Performance Management Program. Reinventing Your Call Center Performance Management Program.

Call Center 52

Call Center Management Contact Center Feedback 52

Talkdesk

APRIL 10, 2019

Tracking The Call Center Metrics That Matter Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. Call SLA: Call SLA looks at what % of the calls are answered in X seconds.

Call Center 45

Call Center Metrics Net Promoter Score Contact Center 45

NICE inContact

NOVEMBER 7, 2018

If you are a call center manager, you likely ask these questions on a regular basis. Below is a list of call center metrics you should look at to improve not only your efficiency, but also your quality and outcomes. First Call Resolution. Customer Satisfaction (CSAT). “How efficient are we?

Metrics 48

Metrics Net Promoter Score Average Handle Time Call Center 48