Satrix Solutions

FEBRUARY 18, 2020

Many of us can still vividly recall the great recession of 2008. Collecting and curating employee feedback. If you are not already administering an employee feedback or voice of the employee initiative on a regular basis, an Employee Net Promoter Survey (eNPS) is a perfect place for your organization to get started.

Morale 78

Morale Employee engagement Surveys Feedback 78

Nicereply

MARCH 14, 2023

It covers every aspect of call center management―service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, and strategy―in a well-organized and easy-to-understand format. No amount of coaching, training, or quarterly feedback surveys will prevent it.

Management 98

Management Call Center Metrics Entertainment 98

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. The whopping majority of employees, 96 percent , think receiving feedback regularly is a good thing. Use in-line training tools to deliver specific and relevant feedback to your agents on their interactions.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. The whopping majority of employees, 96 percent , think receiving feedback regularly is a good thing. Use in-line training tools to deliver specific and relevant feedback to your agents on their interactions.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

FEBRUARY 4, 2020

You handle escalated customer issues, offer feedback to your agents, coach and train. In her book The Leader as a Mensch: Become the Kind of Person Others Want to Follow , Bruna Martinuzzi describes a 2008 study conducted by the Economist Intelligence Unit. Or, only had your head in the metrics of your call center.

Call Center 84

Call Center Management Coaching Contact Center 84

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. Customer feedback doesn’t make it back to your company. Customer feedback can be a goldmine for product and marketing teams. 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. Well, the answer to that question has changed dramatically in the 10 years since our team at CEB (now Gartner) conducted the original research.

Surveys 68

Surveys Coaching Customer effort Metrics 68

Contact Center Geek

AUGUST 7, 2014

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? And then I took a look at what it means to cancel service in my call center.

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. It may feel like you’re drinking from a fire hose of metrics or drowning in talk about soft skills. Remember, this is only temporary.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

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. This is short-sighted.

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. Collect Feedback The first step in turning detractors into promoters is understanding your customers. Act on the Customer’s Feedback Have you ever shopped on Amazon?

Feedback 83

Feedback Surveys Customer centricity Customer retention 83

aircall

FEBRUARY 3, 2021

Financial institutions have been making their way back to a healthier place since the financial crisis of 2008. Gives you access to dashboard analytics to assess metrics like call volume, average call times, productivity, and much more. . Why Do Financial Services Firms Use Call Centers.

Call Center 62

Call Center call center software Interactive Voice Response voip 62

Amity

OCTOBER 31, 2016

We’ve had a customer support team right from the founding of the company in 2008 and from the start, our support team has been wowing customers with their dedication and passion. We’ve actually been around for a few years, dating back to 2008. What metrics do you watch closely? We live and breathe marketing.

Coaching 0

Coaching Upselling Engineering Marketing 0

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Follow Lyn on Social Media: Twitter: ClearAction (@clearaction).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

MAY 11, 2021

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.’. This is by actively listening, incorporating customer feedback and more into product development. This feedback has increased the chances of hypergrowth.

SaaS 10

SaaS Customer centricity Upselling Metrics 10