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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

Is communication still going strong and do you feel comfortable in those interactions? Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers? This is what relevant service level metrics look like in today’s customer care center.

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Using Customer Effort Score to Improve Retention: Three Creative Examples from CX Leaders

Wootric

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty.

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Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Care … CRM … Customer Experience — What’s the Difference? Customer CareCustomer Relationship Management … Customer Experience — what’s the difference? Internal customer satisfaction — attention to quality and timeliness of handoffs between internal departments. Lynn Hunsaker.

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Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Care … CRM … Customer Experience — What’s the Difference? Customer CareCustomer Relationship Management … Customer Experience — what’s the difference? Internal customer satisfaction — attention to quality and timeliness of handoffs between internal departments. Lynn Hunsaker.

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5 Ways Automation Is Enhancing the Customer Experience

SurveySensum

In these circumstances, it is the experience that a customer has that can set it apart from the competition. Implementing automation in customer service is one of the key ways to improve customer effort score. Understanding Automation Automation can improve customer satisfaction.

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11 Customer Service Metrics to Start Measuring

GetFeedback

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. How can you quantify how customers feel about your brand? When it comes to customer happiness, you have to focus on quality over speed. Customer Satisfaction (CSAT) Score. Why is CSAT important?

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EX = CX: How to create a thriving gigCX model

Think Customers

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Providing interactive training, introducing them to internal staff, and including them in team meetings can make a difference.