Mindtouch

APRIL 4, 2018

According to the 2017 Global Contact Center Survey from Deloitte , “customer feedback is ‘core to our DNA’ or ‘a core input to business decisions'” for more than 80% of companies surveyed. It is a metric for tracking the quality of the customer support experience, really. Everything.

Customer effort 48

Customer effort Feedback Surveys Contact Center 48

Mindtouch

MARCH 16, 2020

Do your sub-par CSAT scores indicate an underlying issue along the customer journey, one you might be able to address to product or process improvements? Customer Effort Score (CES). The best companies to patronize are those that make it easy to be a customer. Because so much of any customer journey is guided by effort.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Comm100

SEPTEMBER 28, 2022

Here are some things to look for with this metric: How many chats are agents accepting as opposed to rejecting or passing off to other agents? We’ll look more at the average handle time metric later. You can analyze this metric by viewing your chat volume report. You can check out this metric in the agent workload report.

Average Handle Time 95

Average Handle Time Benchmark Wait times Metrics 95

Mindtouch

MAY 24, 2019

Some key stats from Gartner about self-service illustrate the influence of customer self-service expectations : 15% support interactions will be handled via artificial intelligence by 2021 – a 400% increase from 2017. This highlights why vanity metrics on their own can be unhelpful or even misleading.

Self service 84

Self service Chatbots Metrics Feedback 84

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. It’s a premise that’s closely related to the popular Customer Effort Score metric , used by many support teams around the world.

Management 98

Management Call Center Metrics Entertainment 98

ProProfs Blog

AUGUST 28, 2020

In his recent podcast with Ronn Torossian – Crisis Management and Customer Experience , Shep Hyken discusses the example of United Airlines. In 2017, a flight attendant was accused of dragging off a passenger onboard due to overbooking. The techniques are sure to help you exceed customer expectations. What do you do?

Self service 157

Self service Feedback Airlines Metrics 157

Nicereply

MAY 11, 2020

Brand Keys recognized Apple as “the best representative of customer loyalty and enjoyment in laptop computers, tablets, smartphones, and online music” in their 2017 Customer Loyalty Engagement Index. In fact, 87% of Apple’s customers are brand loyal – meaning they will continue to purchase from Apple in the future.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

Nicereply

JUNE 18, 2020

Notice they don’t try to win customers back or make excuses. Track the right metrics. To successfully deal with all these activities you are also going to need a reliable system of metrics for tracking customer retention. Customer Churn Rate. Constantly adding value to your customers’ experience.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Customer Service Life

SEPTEMBER 21, 2017

This article was originally published on CustomerThink as my monthly Advisor column on August 11, 2017. If you’re anything like me, you may be tracking too many metrics. In addition to the metric, this also presents the opportunity to open up a valuable feedback loop with your customers. Know and track the right KPIs.

Customer Service 68

Customer Service voip Metrics Marketing 68

Mindtouch

DECEMBER 5, 2017

These industry leaders are responsible for fostering an efficient knowledge management strategy that eliminates information silos, allows disparate internal teams to leverage the same content library to meet various objectives, and connects all departments around a central focus on customer experience. Customer Effort Score KPIs.

Education 48

Education Engineering Self service Enterprise 48

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. So why should you care?

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Vistio

JANUARY 13, 2022

It did definitely start as a passion project back in 2017. You have a unique view on contact center metrics. Can you delve into what contact center metrics you think organizations should be focusing on and maybe the ones that they’re focusing on that aren’t the correct ones? What did that do for our customers?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

It did definitely start as a passion project back in 2017. You have a unique view on contact center metrics. Can you delve into what contact center metrics you think organizations should be focusing on and maybe the ones that they’re focusing on that aren’t the correct ones? What did that do for our customers?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. So why should you care?

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Comm100

DECEMBER 1, 2017

Making metrics clearer or more transparent is the next most popular corporate strategy for improving agent experience (41%). Companies hope that by providing clear, real-time access to metrics, agents will be able to see tangible evidence of their contributions. Gaining customer insights from digital touchpoints (3.94/5).

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42