TeamSupport

OCTOBER 8, 2020

In addition to our customer success solution that will launch in the near future , we will introduce a powerful new reporting and analytics solution that will provide our customers with a deep understanding of their customer experiences.

B2C 59

B2C B2B Enterprise CRM 59

Nicereply

MARCH 14, 2023

The 4 Disciplines of Execution By Chris McChesney, Sean Covey, and Jim Huling Published: 2012 Length: 296 As a support manager, it’s your responsibility to build a strong team and create a fantastic customer experience. No amount of coaching, training, or quarterly feedback surveys will prevent it.

Management 98

Management Call Center Metrics Entertainment 98

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

Kayako

OCTOBER 29, 2015

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. Today Upwork.com shows 53,000+ for virtual customer service work alone. Customer feedback doesn’t make it back to your company. The tools and metrics aren’t aligned.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Tethr

JUNE 21, 2019

In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their customer experience. The irony, of course, is that companies really shouldn’t have to survey customers about the level of Effort they’re experiencing.

Surveys 68

Surveys Coaching Customer effort Metrics 68

Contact Center Geek

AUGUST 7, 2014

We all need compelling reasons to keep our customers coming back. Customer retention is vital and getting customer feedback can give great insight into the future success of our business, but we need to allow customers to leave us. Are we capturing specific feedback about our customers’ reasons for cancelling?

Government 48

Government Average Handle Time Call Center Metrics 48

Nicereply

DECEMBER 3, 2019

It may feel like you’re drinking from a fire hose of metrics or drowning in talk about soft skills. In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. To become an expert in customer service in thirty days, you’re going to have to take a lot of information in. Remember, this is only temporary.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Callminer

JANUARY 18, 2021

A 2008 report by CFI group explained that when customer service professionals are perceived to converse softly and clearly, they resolve customer issues 88% of the time. They are an easy way to track metrics and discover trends within your agents. Leverage a quality monitoring program for vital feedback.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Lumoa

JANUARY 2, 2022

The Net Promoter Score® (NPS) framework is the most commonly used survey methodologies globally and is upheld as the gold standard for customer experience metrics. Depending on their response, customers fall into one of these three categories used to establish an NPS score. That’s what you’ll learn in this guide.

Feedback 83

Feedback Surveys Customer centricity Customer retention 83

aircall

FEBRUARY 3, 2021

In many ways, the customer experience is driving transformation within the financial services industry. With a call center, your financial services institution has greater ability to gather information about your customers and get to know them better. Nicereply –Automates sending surveys to help gauge customer satisfaction. .

Call Center 62

Call Center call center software Interactive Voice Response voip 62

SmartKarrot

MAY 11, 2021

Hypergrowth is a phase of rapid expansion where companies experience a compound annual growth rate or CAGR of 40 % or higher. Izosimov in 2008 for an article in Harvard Business Review, hypergrowth means ‘the steep part of the S-curve that young industries experience that sets them from losers.’. What is Hypergrowth?

Customer centricity 10

Customer centricity SaaS Upselling Metrics 10