ShepHyken
MAY 16, 2022
Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics.
ShepHyken
OCTOBER 18, 2021
And the change is good for both the customer and the business willing to keep up with the changes. United Airlines Partners With Paypal for Contactless Onboard Purchases by Alison Fox. Is United Airlines just another business accepting online payments? You still want to measure the current behavior of the customer.
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ShepHyken
DECEMBER 9, 2019
How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.
Win the Customer
NOVEMBER 14, 2016
In a Socialbakers report , Virgin Media responded to 97% of customer queries posted on Facebook! More UK businesses are nailing both metrics; but customers aren’t after just a quick response. So, which companies do social customer service right? How you respond can also result in some fascinating wins.
Stella Connect
MARCH 30, 2022
QA scores are often based on metrics such as “Was the agent polite?” Quality measures like these can’t capture an individual agent’s uniquely valuable approach to service. If agents receive QA scores on a weekly or monthly basis, you could simply pick the person with the highest QA score for a given period.
Stella Connect
MARCH 12, 2018
QA scores are often based on metrics such as “Was the agent polite?” Quality measures like these can’t capture an individual agent’s uniquely valuable approach to service delivery. If agents receive QA scores on a weekly or monthly basis, you could simply pick the person with the highest QA score for a given period.
Storyminers
JULY 6, 2020
His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
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