ShepHyken

NOVEMBER 21, 2016

Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. My Comment: CustomerGuage has released an “eBook” about the power of NPS (Net Promoter Score). It’s worth it. It’s worth it.

Customer Service 294

Customer Service Surveys Marketing Sales 294

Fonolo

JANUARY 31, 2018

This is the latest in their “Inner Circle” series which is based on industry surveys. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. About: We are huge fans of ContactBabel.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

SharpenCX

DECEMBER 23, 2019

The American Express 2017 Customer Barometer Survey found that 62% of customers said a representative’s knowledge or resourcefulness was key to their positive service experience. Knowledgeable agents have access to the metrics they need to measure (and improve) performance regularly. Your agents are superheroes in disguise.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

SharpenCX

JUNE 10, 2021

Use customer feedback (from your customer satisfaction surveys and the behavioral data you collect) to give your employees tactical ways they can improve. Define metrics to track agent performance and set attainable goals for each employee. Read Next] 6 call center reporting metrics to level up your customer service.

Morale 67

Morale Call Center Contact Center Coaching 67

ClientSuccess

AUGUST 30, 2018

I’ve learned not to waste time on bad people or on bad experiences,” she said at the 2017 CS100 Summit. Highly evolved customer success teams know client success is more than just surveys,” Carine said. Ultimate Guide to SaaS Customer Success Metrics. 6 Customer Engagement Best Practices During the Summer “OOO” Season.

SaaS 40

SaaS Best practices Personalization Metrics 40

ProProfs Blog

AUGUST 28, 2020

Prime Reading – You can borrow eBooks, comics, and more from the Prime Reading catalog and read them on your Kindle E-reader or the free Kindle reading apps for Android, iOS, PC and Mac. In 2017, a flight attendant was accused of dragging off a passenger onboard due to overbooking. What do you do? Let’s check them out!

Self service 157

Self service Feedback Airlines Metrics 157

Mindtouch

MARCH 16, 2020

Download the free ebook. CSAT surveys help measure customer contentedness before, during, and after those interactions. . CES surveys are a great way to gauge effort level at key points in journey. . According to research from Gartner , CES is “25% more predictive of customer loyalty than the next best metric.”

Self service 105

Self service Abandon rate Customer effort Contact Center 105