CSM Magazine

JUNE 10, 2021

Such insights, if shared with other departments, can reduce contact volumes, lower customer effort and improve the internal reputation of the contact centre. After all, while problems originate in other areas of the business, customers highlight these issues in their contact centre conversations. This is not a “blame game”.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

GetFeedback

AUGUST 16, 2018

When it comes to customer happiness, you have to focus on quality over speed. Customers care more about the quality of the answers they get than how quickly they get them. Of course, speed matters, but if a speedy answer doesn’t help, they’ll leave more frustrated than they were before. Customer Effort Score (CES).

Metrics 79

Metrics Customer Service Surveys Self service 79

Tethr

OCTOBER 2, 2020

And how can you turn customer effort into effortless customer loyalty in every interaction? We’ll teach you that and more in “The Anatomy of an effortless service customer interaction.” ” THE BIG TAKEAWAYS: One customer interaction can undermine an entire customer experience.

Customer effort 105

Customer effort Customer Care Coaching Surveys 105

aircall

JANUARY 16, 2017

The customers that love your product and would heartily recommend it can be turned into brand ambassadors. Listed below are the most frequent metrics measured with a customer satisfaction survey. Here’s a refresher course on how to measure them. Customer Effort Score. Measure the following metrics.

Surveys 80

Surveys Brand ambassadors Feedback Customer retention 80