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Contact Center Metric Best Practices in 2021

CCNG

With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. In speaking with many executives over the years, they have questioned how these metric best practices evolved. Are they still appropriate for your particular line of business?

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5 Top Customer Service Articles of the Week 11-15-2021

ShepHyken

Evaluate Your Customer Service Performance with These 10 Essential Metrics by Julie Weishaar. By evaluating relevant key performance indicators (KPIs) or call center metrics, companies can gauge how their customers perceive the support they receive from their organization. Customer Experience Metrics: The Top 5 Ranked by Dan Gingiss.

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5 Top Customer Service Articles For the Week of January 11, 2021

ShepHyken

Annet Franz and Bruce Temkin, two of the leading experts in CX and measuring the success of the customer’s journey, weigh in with their opinions and ideas on this interesting and valuable metric. 10 Quotes To Inspire Better Customer Service As We Round the Corner into 2021 by Veronica Krieg. Here are ten of them!

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5 Top Customer Service Articles of the Week 5-31-2021

ShepHyken

CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. The post 5 Top Customer Service Articles of the Week 5-31-2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

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Why Your Contact Center's Success Depends on Conversational Automation in 2021 (Replay)

Speaker: Derek Roberti, VP Technology, Cognigy

Derek Roberti, VP Technology, North America at Cognigy, joins David Hadobas for this webinar replay to discuss the benefit and actions that can be taken with AI in 2021 to: Enable cost reduction, performance improvement, and new possibilities for customer communication. Impact contact center metrics, KPIs, and insights.

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5 Top Customer Service Articles of the Week 5-3-2021

ShepHyken

Customer loyalty Vs ROI: Why the metrics of Digital Marketing are changing by Michael Bush. The post 5 Top Customer Service Articles of the Week 5-3-2021 appeared first on Shep Hyken. Tip number three is all about customer service. Follow on Twitter: @Hyken.

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5 Top Customer Service Articles of the Week 10-18-2021

ShepHyken

However you get it, you must choose the right metrics, use the right technology, and more. The post 5 Top Customer Service Articles of the Week 10-18-2021 appeared first on Shep Hyken. When a customer is willing to share it, unsolicited or not, good or bad, accept it with great appreciation. It’s what happened “yesterday.”