Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning.

Management 98

Management Call Center Metrics Entertainment 98

Tethr

JANUARY 29, 2019

The idea was to take many of the concepts we had discovered over the course of the research that went into our book, The Effortless Experience , and to see if we could teach the concepts to a machine, effectively scaling effort-based listening for companies. We also learned that any service interaction (i.e.,

Customer effort 48

Customer effort Engineering Surveys Management 48

Contact Center Geek

JANUARY 14, 2016

NPS, if managed appropriately, does a great job identifying service deficiencies. For a few-hundred dollars, the Temkin Group will send you their 2013 research findings. I believe it is an extremely valuable methodology for getting customer feedback. What about customer effort? I totally agree. Thank you, Justin B.

Contact Center 48

Contact Center Management Call Center contact center associations 48

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5% Short answer: YES!

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Tethr

DECEMBER 7, 2020

In the book, we showed that while companies think they do an admirable job resolving customer issues (companies we surveyed said they get to resolution roughly 76% of the time in customer interactions), their customers tended to disagree. Repeat contacts increase the probability of customer disloyalty by 2.5X.

Coaching 72

Coaching Banking Customer effort Wireless 72

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. Tracking of Customer Experience Metrics Now Required. What gets measured gets managed.” – Peter Drucker. This made managing the customer experience difficult at best.

Metrics 60

Metrics Customer Experience Surveys Feedback 60

aircall

NOVEMBER 3, 2016

However, it is often the case that a customer support issue starts on another channel, only to escalate to a phone call. This can be due to a business spreading itself too thin, and offering more channels to their customer than their staff can manage. The phone channel is an means to a simplified customer experience.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81