Remove Airlines Remove Contact Center Remove Metrics
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Putting Humanity in Contact Centers

Customer Relationship Metrics

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Doing things the popular way in the contact centers no longer works.”

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The Power of Emotional Connection: Growing Your Business Through Strong Customer Experience

CCNG

I quickly called the airline to see what could be done to rectify the situation. Still after 10 years, I remember that conversation with that agent, and go out of my way to use that airline. In my example, the airline empowered their agent to make a change. Worst yet, my husband was getting in 2 hours prior to my flight.

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Guest Blog: Are You Setting the Right Customer Experience Goals?

ShepHyken

Given the current state of technology, your strategic goals must now go beyond improving metrics. Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole?

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Is scoreless quality assurance right for your contact center?

Toister Performance Solutions

The contact center agent shook his head as he scanned the quality assurance form. What is contact center quality assurance? I realize some readers might not be familiar with the quality assurance process in contact centers. We had just sat down to review a call, and it wasn't going well. Eliminate the score.

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What is a Net Promoter Score?

Fonolo

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Contact centers use a few different metrics to measure customer experience. Net Promoter Score is the most common customer satisfaction metric for contact centers.

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How Contact Centers Can Respond During a Global Crisis

Fonolo

The poorest-prepared — and so hardest hit — was been Expedia, followed closely by almost every other airline, Amex, Chase Bank, and Virgin Media. We’re very proud that our metrics are not declining — meaning specifically service level; how fast we solve cases; our ‘C-Sats’, customer satisfaction. The metrics we really care about.

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Customer Service Metrics Guide: CSAT vs. NPS vs. CES

NICE inContact

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. What is Customer Satisfaction (CSAT)? What is Customer Effort Score (CES)? 6) Agree.

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