Callminer
FEBRUARY 5, 2020
Although the immediate concerns of agents in need of assistance and other urgent needs are readily apparent from a manager’s perspective, raw data on customer satisfaction, speed, and more can only be captured through targeted analytics. Service level describes the number of services provided to customers over time.
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.
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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.
CSM Magazine
JANUARY 12, 2021
Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value? For more ideas and inspiration, download our latest white paper entitled “The CX Leader’s Ultimate Guide to Successful AI Projects”. About the Author.
Callminer
MARCH 2, 2020
To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Track Customer Effort. Consistently solving customers’ problems on first contact is tricky, but not impossible.
Callminer
MAY 26, 2020
First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint. For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics.
delighted
AUGUST 23, 2019
Once you have your goal in mind, you need to gain intelligence on the relevant customer experiences. You may know from analytics that specific features of your product are not being used or that there are specific points where new users are dropping off. Is this about a white paper that they read?
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