SharpenCX

NOVEMBER 21, 2019

But simply adding three new channels isn’t enough when those channels don’t help your customers actually resolve their issues. Likewise, sending out surveys doesn’t work if you don’t do anything with the feedback you get. As we look to 2020 call center trends, we look past shiny objects. Pop over to our article to learn how.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

SharpenCX

NOVEMBER 21, 2019

But simply adding three new channels isn’t enough when those channels don’t help your customers actually resolve their issues. Likewise, sending out surveys doesn’t work if you don’t do anything with the feedback you get. As we look to 2020 call center trends, we look past shiny objects. Pop over to our article to learn how.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

SharpenCX

NOVEMBER 12, 2019

To help, we’re sharing the five metrics we tie closely to customer happiness, and the calculations you need for each. NPS is the percentage of your customers who would, or wouldn’t, recommend your company to their network. You typically measure NPS with a survey that includes a Likert scale or a numbered scale.

Metrics 64

Metrics Best practices Call Center Surveys 64