ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more.

Journey mapping 176

Journey mapping Customer Service Customer Experience Contact Center 176

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.

Customer Service 156

Customer Service Entertainment Banking Marketing 156

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy. by Tara Thomas.

Customer Service 261

Customer Service Chatbots Metrics Contact Center 261

ShepHyken

JANUARY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here’s a good list that predicts personalization will continue to drive customer loyalty. Here are my top five picks from last week.

Customer Service 120

Customer Service Benchmark Customer centricity Customer Experience 120

Help Scout

MARCH 12, 2024

Discover how customer engagement metrics can transform your business strategy for better, more personalized customer experiences. Read the full article

Metrics 51

Metrics Personalization Customer Experience 51

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Data and personalization ate HOT topics in marketing and customer experience. Here are my top five picks from last week.

Customer Service 206

Customer Service Personalization Self service Metrics 206

ShepHyken

JUNE 12, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. Individual agent metric 2. Make it all about them.

Customer Service 195

Customer Service Metrics B2C B2B 195

ShepHyken

OCTOBER 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. If you haven’t thought about CS (and even if you have), you should read this article. Here are my top five picks from last week.

Customer Service 198

Customer Service B2B CRM Customer centricity 198

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Smarter CX) This article shares how Pella improved their strategy, technology, and metrics to deliver exceptional experiences.

Customer Service 170

Customer Service Multichannel Call Center Contact Center 170

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. My Comment: Personalization is a major trend.

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185

ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. One of the best ways by which you can ensure your organization is consistently performing is by benchmarking customer support metrics. You may not have an optimized knowledge base set up.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management Sales Surveys 62

TeleDirect

DECEMBER 14, 2023

This allows them to prioritize efficiency and personalization in every interaction. In this article, we will discuss the modern Contact Center as a Service (CCaaS) and highlight how outsourcing with a BPO company like TeleDirect ensures that your customers have a straightforward and positive experience with your brand.

Contact Center 62

Contact Center Personalization Cloud contact outsourcing 62

Vistio

MARCH 20, 2024

The future of contact centers looks promising with the integration of personalized recommendations and enhanced efficiency. This article delves into how personalization and efficiency, powered by advanced technology, are set to redefine the benchmarks of customer service in contact centers.

Contact Center 52

Contact Center Personalization Analytics Technology 52

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article has a number of excellent ideas to help ensure that your customer service email strategy is successful. My Comment: Here is a bonus article. (So,

Customer Service 195

Customer Service B2C Personalization Metrics 195

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Playvox

AUGUST 25, 2022

And, we have all seen the impact of just one person doing something NOT in the plan and the downstream effects. For example, one person may log in late for their opening shift. Another person may not adhere to scheduled breaks or lunches. One person may leave early from their closing shift. ENJOYING THIS ARTICLE?

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The author of this article poses this question: In what ways are elite brands going the extra mile to keep customers satisfied?

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Given this backdrop, it’s easy to ascribe this insecurity with and disconnection from investors to personal flaws and incompetence or inherent incompatibility – when what these differences really come down to is communication styles. Board meetings.

Metrics 98

Metrics Consulting Consulting Best practices 98

CSM Magazine

APRIL 27, 2023

The good news is that there are various metrics and technologies available to help you measure and enhance customer satisfaction. Businesses must utilize metrics and Key Performance Indicators (KPIs) to measure their performance in order to ensure that customer service meets their needs.

Metrics 52

Metrics Feedback Surveys Customer effort 52

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Let’s break down these three key metrics.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

TechSee

MARCH 19, 2019

When more enquiries are handled by AI-assisted agents – for example with best-next-step recommendations – are traditionally measured agent performance metrics still accurate? Customer care center metrics in the era of self-service clearly require a different approach. New Self Service KPI Metrics. Call Deflection Rate.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

ShepHyken

AUGUST 27, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. AI, Personalization and the Internet of Things is just the beginning. Here are my top five picks from last week. by Jeff Toister.

Customer Service 149

Customer Service Advertising Metrics Customer Experience 149

Calltools

JUNE 14, 2023

Tracking KPI metrics can help your contact center to gauge the success of customer experience. Below, this article will explore 11 KPI metrics to follow and why they matter. This metric allows contact centers to see how efficient agents work as well as identify areas for improvement.

Metrics 52

Metrics Customer Experience Average Handle Time First call resolution 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. AI-driven customer service offers numerous benefits, including improved efficiency, personalized experiences, and real-time assistance.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

Call Experts

APRIL 14, 2022

The ASA metric is measured in seconds, and it’s calculated as the average time calls spend waiting in the queue before they are answered. The ASA is a powerful metric to improve your customer experience and make sure your customers are happy. There are many contact center metrics that you can use to measure agent performance.

Metrics 98

Metrics Call Center First call resolution Average Handle Time 98

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 348

Customer Experience Transportation Feedback Metrics 348

Netomi

AUGUST 31, 2022

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business. So what customer service KPI metrics are worth obsessing over?

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This excellent Wall Street Journal article starts with a story about a company doing something special to “delight” their customers.

Customer Service 66

Customer Service Best practices Metrics Customer effort 66

CCNG

AUGUST 2, 2023

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. I'll be actively engaging with your comments and incorporating your suggestions into upcoming articles.

Contact Center 195

Contact Center CCNG Best practices Technology 195

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Well, this article will do exactly that! One-to-One Personalization in the Age of Machine Learning by Karl Wirth & Katie Sweet. And, it’s free.

Customer Service 95

Customer Service Personalization Upselling Self service 95

ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. Additionally, the one-size-fits-all approach fails to address the growing demand for personalized experiences.

Gamification 156

Gamification Customer Experience Customer centricity Personalization 156

ShepHyken

JANUARY 13, 2023

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. A friendly, professional person that listens patiently can sometimes be all that the customer needs. . You might find it beneficial to implement some KPIs and metrics in order to track customer satisfaction.

Feedback 183

Feedback Surveys Metrics Personalization 183

Totango

APRIL 16, 2021

Personalized customer engagement promotes more active use of your product and stronger relationships with your brand. Personalization builds customer trust in your brand, strengthening your relationship. Learn what types of communication you can personalize and what techniques you can use to promote personal engagement.

Personalization 69

Personalization Upselling Benchmark SaaS 69

Customer Service Life

FEBRUARY 29, 2024

In a recent article on Why Contact Center Quality Assurance Matters I stated my case for a robust and consistent quality assurance program. In this article, I’ll share the key elements in effective one-on-one conversations that will help you truly invest in the quality, productivity and well-being of your contact center agents.

Contact Center 88

Contact Center Metrics Coaching Feedback 88

CustomerSuccessBox

SEPTEMBER 29, 2022

This article will define time to value (TTV) and explain why it’s important to monitor it to maximize your marketing & customer success efforts. Time to value is one of the most important metrics in SaaS businesses to gauge how long it takes for customers to start benefiting from a product after they make a purchase.

SaaS 52

SaaS Metrics B2B Enterprise 52