Tenfold - Contact Center Blog

AUGUST 10, 2018

Great CX tips the scale. The responsibility of a good leader extends to not shying away from major problems and difficult resolutions. McKinsey Global Institute reported that productivity increased by 20-25 percent with engaged employees. Their productivity is also 18 percent lower with a 16 percent dip in profitability. .

Customer Experience 62

Customer Experience Customer centricity Employee engagement Coaching 62

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Strategies in Optimizing Call Center Customer Support for Increased Revenue. Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance. Share responsibility and construct a common goal. Understaffing increases customer attrition and over-staffing increases costs.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

SmartKarrot

NOVEMBER 2, 2020

According to Marketing Metrics , the rate of success while selling to an existing customer is close to 70%, while the same for a new prospect is 5-20%. He is a professional marketer helping companies improve their efforts in marketing through blogging, books, videos, and public speaking. Rand Fishkin, Co-founder and CEO, SparkToro.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Lumoa

SEPTEMBER 11, 2023

This is the secret ingredient to retaining customers, increasing sales, and succeeding as an organization. Customer experience is the responsibility of every department in the company, not just the client-facing ones. It requires cross-departmental cooperation to put together a truly effective customer experience strategy.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Lumoa

SEPTEMBER 11, 2023

This is the secret ingredient to retaining customers, increasing sales, and succeeding as an organization. Customer experience is the responsibility of every department in the company, not just the client-facing ones. It requires cross-departmental cooperation to put together a truly effective customer experience strategy.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Nicereply

JUNE 18, 2020

If your churn rate is 10%, you need to be acquiring even more customers to replace the ones that are leaving. Calculating Retention Rate. The higher the retention rate, the more customers you’re keeping around each month. Bain and Co suggests even a 5% increase in customer retention can increase a company’s profitability by 75%.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ProProfs Blog

DECEMBER 24, 2019

“Why do website visitors give low ratings to our live chat support?”. And, how are live chat best practices for customer support a positive activity if your website visitors give your live chat support such a low rating? Apparently, this seemingly unsubstantial drawback in some cases may be a major cause of increased bounce rates.

Best practices 120

Best practices Customer Support Sales CRM 120

Comm100

NOVEMBER 15, 2017

Email: whether a customer’s issue has been resolved in one email response. It has since shifted to “first contact resolution,” or even “first conversation resolution,” to encompass how customer service is changing in response to an increasingly internet-based culture (i.e. Why Is First Contact Resolution So Important? Download Free.

First call resolution 43

First call resolution Metrics Best practices Customer Service 43

Netomi

FEBRUARY 28, 2022

As part of her previous role with NH Hotel Group, she was responsible for the design, implementation and consolidation of a corporate training program for all Call centers (the program has been the top-rated in the company’s history). Something that many users today are hungry for (pun intended?) – Speedy delivery.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64