Nicereply

MARCH 14, 2023

The reality of the situation is that you have to build a culture of customer success inside your organization because to be successful, you have to teach your peers how to utilize it.” But it’s really a great read for every support manager, as it provides crucial details about how the business of customer support works to be successful.

Management 98

Management Call Center Metrics Entertainment 98

Aspect

JUNE 16, 2017

In its research, Aberdeen found that speech analytics users enjoy about 6 times better year-over-year profit margin improvement and about 3 times better year-over-year customer effort score improvement than non-users of speech analytics. How can such a valuable tool be overlooked by so many contact centers?

Analytics 97

Analytics Contact Center contact center workforce Technology 97

NICE inContact

OCTOBER 10, 2018

Depending on your customers and what their journey looks like, other data points will be needed to supplement. CES – The Customer Effort Score was introduced by the CEB (now Gartner) in 2013. According to extensive research by a variety of firms, CES has a powerful correlation to customer loyalty.

Contact Center 48

Contact Center Metrics SaaS Customer effort 48

aircall

SEPTEMBER 12, 2016

Statistics on the use of click to call. To have a clear image of the importance of click to call in the business world, we will consider some of the figures collected on the same. In the year 2013, Google commissioned Ipsos to carry out a study on their click-to-call buttons. Improve customer satisfaction and loyalty.

Customer Experience 48

Customer Experience Inbound sales voip Sales 48

aircall

NOVEMBER 3, 2016

Lacking a prominently displayed phone number on your website makes an unfavorable impression: in 2013, 47% of people reported feeling “frustrated or annoyed” and “more likely to explore other brands” when unable to contact a business directly. The phone channel is an means to a simplified customer experience.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. In this blog, we will take a look at the different customer experience metrics, what they are, their strengths and weaknesses, and when to use. 2018 NPS Benchmark Study.

Metrics 60

Metrics Customer Experience Surveys Feedback 60

aircall

NOVEMBER 3, 2016

Lacking a prominently displayed phone number on your website makes an unfavorable impression: in 2013, 47% of people reported feeling “frustrated or annoyed” and “more likely to explore other brands” when unable to contact a business directly. The phone channel is an means to a simplified customer experience.

Customer Support 59

Customer Support First call resolution Brand ambassadors voip 59