ShepHyken

NOVEMBER 30, 2018

They clearly view the CX function as an opportunity rather than an unavoidable cost. Reducing agent frustration is indeed the most surefire way to boost agent satisfaction, and measuring agent effort is a crucial first step in that process. As an example, evaluate abandonment within your web self-service channels.

Blog 95

Blog Omnichannel Average Handle Time Contact Center 95

BirdEye

JUNE 15, 2023

It’s a valuable and cost-effective method for attracting new customers by leveraging existing client relationships. In this blog, we’ll define why refer-a-friend programs are essential, what to consider before starting your referral program, and the best refer-a-friend promotion ideas. And clearly define your metrics for success.

Reference 98

Reference Sales Social Media Brands 98

Team Support

JANUARY 12, 2021

The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics.

B2B 86

B2B 2004 2021 Download 86

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Nevertheless, FCR is a key metric to measure and understand since a high FCR greatly improves customer satisfaction and reduces the cost of callbacks, which can significantly improve your bottom line. Get It Right The First Time - Every Time. Register Now.

Call Center 72

Call Center Social Media Customer Satisfaction Omnichannel 72

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. Contact centers are now considered more than just service centers. Today, customers have—and demand—choices when it comes to engaging with service and care centers.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

Beyond Philosophy

DECEMBER 6, 2019

Do you over-emphasize cost-cutting measures and under-emphasize the effect it will have on Customer Experience? Cost-cutting is a reality of running a business. I don’t have a problem with people cutting costs; people are in business to make money, after all. I wondered how I did that. Is it in there at all?

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” Step 1: Focus AI on Metrics that Matter. Reduce Average Handle Time (AHT). 1) First step? 1) First step?

Customer Service 89

Customer Service E Commerce Average Handle Time Metrics 89

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. 25% Lack of self-service options. Getting rid of outdated EX metrics and KPIs. Use Self-Service to Handle High Call Volume. And there’s no going back. Download eBook.

Call Center 98

Call Center Contact Center Webinar 2021 98

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. This is a skill that every influential, self-aware leader knows how to do. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. Board meetings.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

Totango

SEPTEMBER 20, 2022

Improving support by providing self-service tools and using automation to manage routine inquiries and route manual tickets to the appropriate representatives. Monitoring customer satisfaction metrics and intervening when low satisfaction levels are detected. Incorporate Customer Feedback to Improve Your Products and Services.

B2B 82

B2B Net Promoter Score Social Media Customer Success 82

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. 80% increase in transactions handled by self-service apps.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

Team Support

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. Part 2 highlights why proactive support is on the rise and how it helps reduce churn and drive recurring revenues.

B2B 64

B2B E-support 2004 Download 64

Uniphore

JUNE 16, 2021

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all.

NPS 59

NPS Net Promoter Score Contact Center Call Center 59

Tricia Morris

OCTOBER 28, 2015

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Expectations for, and of, self-service are growing at a rapid pace. But making things easier always begins with hard work.

2016 83

2016 Virtual Agent ROI 2015 83

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?”. Net Promoter Score (NPS): Are your customers willing to recommend your services to others?

Call Center 45

Call Center Metrics Net Promoter Score Contact Center 45

Pointillist

MARCH 20, 2019

In this post, I’ll walk through a detailed example to illustrate the steps needed to calculate your customer experience returns, costs and ROI, and how to use this ROI to build a successful CX program. The key, however, is to choose the business metrics that are best suited to your particular industry and business.

ROI 59

ROI Customer Experience Banking Call Center 59

Kustomer

DECEMBER 29, 2020

It was a year of success for Kustomer, with immense product developments, award wins and acquisitions, but customer service was also more important than ever before. Consumers are also more open to self-service options, with 53% of consumers preferring to self-serve versus speaking with a company representative.

2020 105

2020 E Commerce 2021 Consumers 105

Solvvy

MARCH 22, 2022

A: The process can start with just one employee advocating for a better customer and agent experience by offering self-service at their company. A: Every business is unique and, thus, likely have their own reasons to implement chatbots into the customer service experience. Q: How long does it take to implement a chatbot?

Return on Investment 62

Return on Investment Social Media Demo Feedback 62

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. Inbound call centers are used to provide individualized support to customers for their inquiries about specific products or services. Do they support a customer-centric customer journey or are they more concerned with the bottom line, treating employees poorly and looking for any opportunity to cut operating costs?

Call Center 52

Call Center 2021 Contact Center Insurance 52

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. It starts with customers whose payments are overdue by 33 days.

Customer Journey 70

Customer Journey Insights NPS Banking 70

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. You’re listening to the Customer Service Secrets Podcast by Kustomer.

ROI 143

ROI Books Customers Definition 143

Avaya

APRIL 15, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. Reduces time agents spend on calls (24%). Reduces the number of calls (16%).

Roadmap 47

Roadmap Customer Experience Contact Center Customer Satisfaction 47

Natalie Petouhof

APRIL 7, 2016

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Tweet It’s just not true. As organizations make.

Customer Journey Mapping 53

Customer Journey Mapping Average Handle Time Customer Journey Government 53

NICE inContact

FEBRUARY 28, 2018

Customers are no longer looking for the right service at the right time, they are looking for proactive service that is engaging, immersive and leads them to the next best action. Reduced up to 20% agents through enhanced self service options as evidenced in a customer situation.

Customer Experience 49

Customer Experience ROI Contact Center Return on Investment 49

West Monroe

SEPTEMBER 21, 2017

It’s the unicorn of Customer Experience metrics. Is it to reduce cost, increase customer satisfaction, drive agent accountability? Is it to reduce cost, increase customer satisfaction, drive agent accountability? The purpose of the metric at your organization should determine how you define and measure it.

Metrics 40

Metrics Measurement Customer Satisfaction Definition 40

NICE inContact

SEPTEMBER 11, 2018

Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. Use Next-Gen AI Reduce Handle Time and Service Cost. Unify to Deliver Immersive Customer Experiences.

Contact Center 48

Contact Center Virtual Agent Net Promoter Score Fashion 48

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

ROI 56

ROI Customer Service Average Handle Time Customer Experience 56

NICE inContact

MARCH 10, 2016

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. So, what are the top metrics you should be looking at?

Call Center 55

Call Center Metrics Average Handle Time Contact Center 55

Bold360

MARCH 19, 2020

We also heard stories from retailers where automation has deflected tickets from service centres or contact centres, freeing up time and effort, as well as responding to customers quicker. And of course, it’s always a consideration to keep an eye on the operating costs. The challenges and opportunities with automation.

Retail 52

Retail Customer Journey Touchpoint Consumers 52

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In this blog, we’ll delve into the cause of these problems and highlight the mindset, strategies, and best practices to scale the renewal process effectively.

Touchpoint 98

Touchpoint Customer Centricity Customer Success Customers 98

ProProfs Chat

APRIL 24, 2019

Rise above your customers’ expectations, especially when it comes to customer service. It is daunting to delight customers after the sale has happened and offer them an exceptional service experience consistently. You need to simplify your customer support processes and in the blog, we discuss how. There is no other way out.

Customer Service 61

Customer Service Customer Journey Mapping Entertainment Customers 61

ProProfs Chat

APRIL 11, 2019

Help desk, also known as service desk, is a one-stop point of contact to tackle a company’s internal and external issues. It helps to offer centralized information and support management service. Delve into this blog to learn about help desk software, its importance, help desk for ticket management, help desk metrics, and much more.

Metrics 53

Metrics Contact Center Social Media Interaction 53

inmoment

JULY 4, 2020

The best way for companies to effectively monetize the changes they make to customer experience(s) is to link both actions and outcomes to business metrics. CX practitioners can point to any changes that have occurred in those metrics since implementing any experience fixes and easily connect the two. The Strongest Link.

Customer Experience 40

Customer Experience Customer Retention Metrics Measurement 40

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. Use this blog post to learn how to create an internal knowledge base in just four easy steps.

Omnichannel 52

Omnichannel Document Metrics Information 52

Stella Connect

OCTOBER 26, 2021

This approach might be a good starting point, but ultimately, it can have a detrimental impact on customer service teams, brand health, and long-term profitability. Remember: Customers don’t know (or even really care about) your customer service quality assurance standards. But, it doesn’t have to be.

Call Center 52

Call Center Management Contact Center Feedback 52

SuiteCX

AUGUST 18, 2017

Each individual team may have different metrics but if it doesn’t all add up to the right outcomes it won’t work. For example, a health care company who wants to provide a “connection with me” service will have a completely different customer experience from one who wants to provide “world class innovation”.

Culture 45

Culture Customer Engagement Engagement Innovation 45

SuiteCX

AUGUST 18, 2017

Each individual team may have different metrics but if it doesn’t all add up to the right outcomes it won’t work. For example, a health care company who wants to provide a “connection with me” service will have a completely different customer experience from one who wants to provide “world class innovation”.

Culture 40

Culture Customer Engagement Engagement Innovation 40