Fonolo

APRIL 24, 2018

Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. Our favorite chart: Customer Service Index Report. Who wrote it: Five9.

Contact Center 99

Contact Center Call Center Self service Surveys 99

ProProfs Blog

DECEMBER 4, 2020

This goes on to show that customer service is increasingly becoming one of the deciding factors for people to invest in a business. In short, customer service cannot be neglected anymore. It has also become a benchmark that can impact your brand image and, if not done right, can easily hamper your marketing efforts at the same time.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Fonolo

APRIL 24, 2018

Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. Our favorite chart: Customer Service Index Report. Who wrote it: Five9.

Contact Center 57

Contact Center Call Center Self service Surveys 57

delighted

AUGUST 16, 2019

In this post, we’ll discuss what Digital Customer Experience (DCX) means for your specific organization, and share the steps you need to take to continually improve digital customer experiences moving forward. What is Digital Customer Experience (DCX)? Sign up for a Delighted free trial and get started!

Customer Experience 55

Customer Experience Journey mapping Surveys Benchmark 55

Callminer

NOVEMBER 25, 2019

Call on experienced managers for guidance in setting up benchmarks. “Experienced call center managers are helpful in setting up the initial performance benchmarks for a new outbound call center program. These benchmarks are, at first, estimated based on the past performance of similar outbound call center projects.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. While benchmarking is a common process in many companies, the exact steps and data collected need to be adjusted to each organization’s requirements.

Surveys 83

Surveys Benchmark Metrics Feedback 83

Callminer

JULY 23, 2019

Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. Over the four years the program has been in place, all key program metrics have shown progressive, benchmark-exceeding improvement.

Best practices 140

Best practices Feedback Call Center Coaching 140

ChurnZero

NOVEMBER 2, 2018

Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. You can think of it as a numerical value that indicates how loyal your customers are.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

Lumoa

APRIL 24, 2018

As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. I would NEVER rely on NPS as the only measurement of customer perception." Sue Duris Customer Experience and Digital Marketing Consultant.

Consulting 135

Consulting Consulting Metrics Feedback 135