Nicereply

MARCH 28, 2022

Without taking dedicated time to ensure everything is working as expected, you’ll be left with a mess of numbers on dashboards and reports that don’t mean anything. SLA adherence: measured by how often your team meets their SLA (service level agreements). Why did that tag get added? How did we set up our business hours before?

Metrics 98

Metrics Customer Service Customer effort Surveys 98

NICE inContact

SEPTEMBER 13, 2019

An Artificial Intelligence powered speech and text analytics tool can automatically tag interactions that contain violations and bring them to the forefront. It also recognizes which teams are most adherent and which teams are struggling, providing insight into where managers and coaches themselves need more training.

Contact Center 54

Contact Center Coaching Analytics Call Center 54

ProProfs Blog

DECEMBER 12, 2019

Once you’ve set the target goals, you must ensure that your team adheres to them and works toward accomplishing the same. Hence, they call out to brands and companies on various online platforms in the form of mentions, tags, comments, and shares. How do you measure customer service representative performance?

Wait times 143

Wait times Metrics Self service Feedback 143

Kayako

OCTOBER 29, 2015

A particular blog that went viral in 2005 was a more extreme example of outsourcing by AJ Jacobs, editor-at-large in Esquire. If your support team isn’t using the same tools as the rest of the business this means it’s difficult to use the same tags, adhere to the same service level agreements (SLAs) and generate the same reports.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

JivoChat

APRIL 16, 2023

Beyond just posting on social, use SEO, guest blogging, and social media campaigns to maximize content reach. This includes optimizing website content, meta tags, and URLs to ensure search engines appropriately index them. Analytics tracking involves adding code snippets or tags to each page of your website.

Analytics 82

Analytics Engineering Advertising Sales 82

Nicereply

MAY 22, 2023

Monitor social media mentions Regularly monitor your social media accounts for mentions, tags, comments, and direct messages related to your brand. According to Global State of Customer Service Report , 18% of users expect the answer immediately to social media questions, and 28% of responders expect the answer within an hour.

Complaint resolution 52

Complaint resolution Customer Support Feedback Surveys 52

Pointillist

JULY 25, 2018

Milestones include when a User starts thinking in terms of journeys, can discover journeys on their own, and is able to report on desired metrics within the customer journey analytics platform. Those Users that the Stakeholders trust for unvarnished feedback should have enough hands-on experience to be able to provide meaningful feedback.

Analytics 93

Analytics Government APIs Metrics 93