ShepHyken

APRIL 11, 2017

How can you make money by understanding the numbers behind this survey? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?” Customer feedback should be responded to in a timely matter.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Callminer

JANUARY 18, 2021

“A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. Leverage a quality monitoring program for vital feedback. Implement IVR post-call surveys to glean better insights from callers.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Fonolo

NOVEMBER 17, 2020

ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Is it the Voice Channel You’re Looking for? of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CX Journey

FEBRUARY 27, 2019

Not that we're going to blame the survey for your consistently great scores, but how long has it been since you've revisited your surveys ? Take a look at benchmarks. You may think your scores are great in a vacuum, but when benchmarked, you may not look so good. Oh, and one more thing. This is an important consideration.

Metrics 35

Metrics Benchmark Surveys Customer retention 35

CX Journey

FEBRUARY 27, 2019

Not that we're going to blame the survey for your consistently great scores, but how long has it been since you've revisited your surveys ? Take a look at benchmarks. You may think your scores are great in a vacuum, but when benchmarked, you may not look so good. Oh, and one more thing. This is an important consideration.

Metrics 32

Metrics Benchmark Surveys Customer retention 32

Comm100

DECEMBER 22, 2016

Get Onboard： Review your customer feedback from 2016 to see which touchpoints can be improved to create a more consistent customer service experience across the board. To do this, have a look at customer service feedback surveys and reports from different channels. Free Download] 2016 Live Chat Benchmark Report.

Customer Service 36

Customer Service Benchmark Multichannel CRM 36

Netomi

JANUARY 5, 2022

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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98