Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Based on Metrigy’s recent industry surveys and the detailed analysis they’ve undertaken, specific technologies have been proven to deliver the benefits leading organizations are looking for: Summary of technologies that optimize CX and drive business success – today and by the end of 2021.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

aircall

MARCH 12, 2021

Call metrics and KPIs. Metrics are used to objectively compare and track performance. Call center metrics are both quantitative and qualitative measurements that indicate just how productive your call center agents are and whether they’re offering the kind of customer experience that you’ve trained them to deliver. .

Call Center 62

Call Center Metrics First call resolution call center software 62

Nicereply

NOVEMBER 16, 2022

Sending surveys sent right after a support interaction increases your chances of getting a response, be it Customer Satisfaction (CSAT) and Net Promoter Score (NPS) surveys. With Nicereply , you can add a survey to every agent’s email signature, meaning customers can provide constant feedback. Example: Helpjuice, Stonly.

Management 98

Management Analytics Feedback Surveys 98

Comm100

MARCH 21, 2023

A survey showed that more than 65% of US citizens interacting with federal agencies preferred self-serve options over speaking with someone. Typically, the most common form of self-service takes the form of a knowledge base or FAQ section on your website.

Customer Service 69

Customer Service Chatbots Self service Surveys 69

Nicereply

FEBRUARY 29, 2024

This date, clubbed with customer surveys, helped Spotify understand how each user felt at each touch point. Offer a self-help deck or knowledge base Customers like to have a self-help deck or AI-powered knowledge base that can enable them to find answers to common queries.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

ProProfs Blog

NOVEMBER 9, 2021

Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. Customer Satisfaction is a metric used to measure the happiness of customers after using your products and services. What do want to achieve via customer satisfaction metrics? .

Surveys 146

Surveys Feedback Metrics Customer retention 146

Totango

SEPTEMBER 23, 2021

In this post, we’ll focus on this important customer satisfaction metric. It’s important to note that Totango’s CSAT surveys are transactional, and measure the experience of a specific transaction, engagement or interaction. These two metrics use similar scoring systems to measure different aspects of customer satisfaction.

Surveys 100

Surveys Metrics Benchmark Wait times 100

Nicereply

MAY 11, 2021

Create a Killer Knowledge Base and FAQ. 91% of survey respondents said they would use an online knowledge base if it were available and tailored to their needs. Improve Your FAQs and Knowledge Base with Heatmaps. Are they able to navigate your knowledge base?

Self service 98

Self service Call Center Customer Support Metrics 98

aircall

AUGUST 14, 2022

Let’s look at some metrics you might want to track below. . Survey scores. Much like the above, it can be a figure that bloats as your business scales, but it‘s one you’ll want to keep down to retain your customer base and your reputation. Knowledge base. Average resolution time (ART). Prioritize proactive support.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

JustCall

APRIL 5, 2023

In this blog, we will explore what customer success management is about, the instrumental role its software plays in driving customer success, as well as the various customer success management tools utilized in this endeavour. This includes collating information from surveys, marketing initiatives, and/or team interactions, etc.

Management 52

Management CRM Analytics Customer retention 52

Nicereply

SEPTEMBER 28, 2021

Or, let customers help themselves by using HubSpot’s beautifully designed knowledge base tools. Customer Feedback Survey. Surveys are a crucial tool for collecting their thoughts. The tool also lets you maintain your company’s look and feel across surveys by customizing the forms for your specific needs.

Customer Service 98

Customer Service call center software Surveys Analytics 98

ProProfs Blog

APRIL 24, 2019

You need to simplify your customer support processes and in the blog, we discuss how. Implement a Knowledge Base. It is critical for your brand to have a robust knowledge base in place, as customers prefer self-help more than reaching out to your customer support department. Adopt an Omnichannel Approach.

Customer Service 92

Customer Service Journey mapping Entertainment Customer Support 92

Uniphore

JUNE 9, 2021

In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? In the contact center, the leading driver of improvements has been automation.

Contact Center 98

Contact Center Enterprise Education Metrics 98

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. ” – 30 Call Center Statistics and 10 Metrics To Track In 2019 , Time Doctor; Twitter: @manageyourtime. Better Agent Performance. ” – E. .

Call Center 207

Call Center outsourcing Contact Center Finance 207

Nicereply

OCTOBER 4, 2022

Software tools help you enhance the customer experience by providing you and your employees with data, knowledge, and technology that makes it easy to go above and beyond for your customers. Customer satisfaction surveys. Employee satisfaction and engagement surveys. Knowledge base. Omnichannel support.

Customer Experience 59

Customer Experience Journey mapping Employee engagement Surveys 59

ProProfs Blog

JUNE 26, 2020

Chat Response Time is a metric to monitor how much time your operators took to respond to chats. Customer Satisfaction Survey. Customer Satisfaction Surveys are used to measure customer satisfaction with the company’s products, services, and brand experience. READ MORE ABOUT CUSTOMER SERVICE KPIs > Knowledge Base.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

ChurnZero

MAY 4, 2023

Research suggests SaaS companies that foster online customer communities strengthen key metrics that are important to Customer Success. Monitor customer feedback for common threads Prior to the re-launch, we put together several customer feedback roundtables and fielded a survey to solicit customer input.

SaaS 98

SaaS Best practices Gamification Feedback 98

bold360 Blog

FEBRUARY 26, 2020

So it’s not surprising that 68% of employees say they want user-facing knowledge (self-help) at work. Self-help can take many forms: knowledge bases of documents written by staff and supplemented by other resources (wikis, original videos, third party videos on YouTube, etc., links to solution provider websites, etc.),

Self service 59

Self service Surveys Contact Center Metrics 59

GetFeedback

OCTOBER 14, 2019

The truth of the matter is that most businesses don’t have access to the data that they need, and even if they do, 95% of surveyed businesses need to do a better job managing their unstructured data. That will allow you to see the correlations of different metrics. . How to fix it?

Customer Experience 88

Customer Experience Metrics Surveys Engineering 88

SmartAction

NOVEMBER 22, 2023

Realize substantial savings through deflecting calls to self-service channels such as a knowledge base. Improve agent productivity and morale Routing simple and common questions to a knowledge base or a virtual agent means a reduced caseload for your agent, which frees them to focus on more complex cases.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

ProProfs Blog

SEPTEMBER 27, 2019

Well, your inability to measure the health of your customer support through key related metrics or how your customer service has been performing over time can be really challenging. When you monitor and track help desk metrics, you can improve on the operator’s performance. Send surveys to customers after tickets are closed.

Customer Support 106

Customer Support Metrics Surveys Customer retention 106

Education Services Group

JULY 20, 2021

They answered a number of audience questions during the session (recapped here on ChurnZero’s blog, but there were so many great ones, they didn’t have a chance to answer them all. We tried sending out a Customer Satisfaction Survey to our clients and would like to know some strategies to get higher number of responses.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Select VoiceCom Blog

NOVEMBER 20, 2022

They focus on delivering services like customer service for broader coverage and handle performance metrics, self-service options, service request management and reporting, and internal database management. Using metrics and key performance indicators (KPIs) is the best way to identify which areas of your IT help desk need development.

outsourcing 52

outsourcing Technical Support Metrics Best practices 52

Global Response

AUGUST 7, 2023

Track and reward the right metrics. Part of giving your employees what they need to succeed is focusing on, and rewarding, the metrics that really matter. Instead, look at a broad spectrum of metrics that highlights a variety of agent skills and gives a fuller picture of success.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

bold360 Blog

AUGUST 18, 2020

For the third year in a row, Bold360 has commissioned Forrester Research Consulting to conduct a survey of almost 500 global decision-makers working in customer experience, engagement, and service to measure the benefits of providing an exceptional CX. Invest in training, tools, and new metrics for agent success. Employee Experience.

Self service 52

Self service Chatbots Entertainment Surveys 52

JustCall

APRIL 3, 2023

In this blog, we’ll learn how. This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. Metrics-driven approach: You must also focus on tracking and analyzing metrics to measure the success of the program and identify areas for improvement.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

ViiBE Blog

MAY 4, 2021

First call resolution (FCR) is a metric used in call centers to calculate the percentage of calls where a customer’s issue is resolved within the first call to the center. 50% of customers surveyed by Zendesk said that customer experience became more important to them in the past year. Upgrade your call center experience with ViiBE.

First call resolution 52

First call resolution Call Center virtual call center call center software 52

ProProfs Blog

APRIL 28, 2020

Monitor Customer Service Metric Levels. Now goals that you can actually set under this one can be like: Write knowledge base articles that you know your customers would likely click on when they open the chat window for support. But to do this, you can set different knowledge base articles that relate to a specific page.

Customer Service 140

Customer Service Metrics Education Customer effort 140

Totango

MAY 6, 2021

We’ll discuss what customer retention means as a concept, as a strategy and as a metric. Finally, as a metric, customer retention rate is a key performance indicator that represents the relationship between how many customers you retain over a given period and your total amount of customers at the beginning of that period.

Customer retention 74

Customer retention Best practices Education Benchmark 74

Global Response

JULY 28, 2023

According to a customer survey by PwC , 80% of customers say that speed, convenience, knowledgeable support and friendly agents are the most essential factors in a good customer service experience. Far too many brands focus on modernizing or introducing new technology to their customer service process without nailing the key elements.

Customer retention 62

Customer retention Contact Center outsourcing Feedback 62

OctopusTech

MARCH 1, 2023

Additionally, organizations should regularly seek customer opinions about call center experiences by administering surveys that measure: Net Promoter Score (NPS) Customer satisfaction (CSAT) Customer effort score (CES) 2. That can lead to data overload and the really important metrics can get lost in the shuffle. Fight the urge.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Customer Service Life

APRIL 28, 2019

This article was originally published on the FCR blog on March 29, 2019. Average handle time, a standard metric for phones has typically been difficult to gauge with email, but with the time tracking app you can see total time spend working tickets and also get an average amount of time spent on individual ticket updates.

Technology 63

Technology Average Handle Time Surveys Metrics 63

ProProfs Blog

DECEMBER 22, 2020

Read More: Benefits of Live Chat & Knowledge Base Integration. That means you can: Integrate a knowledge base with your chat to display relevant articles in the chat widget. Integrate a survey maker to capture more details about your qualified leads. Send Surveys via Chat to Improve the Customer Experience.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

ProProfs Blog

DECEMBER 23, 2019

Maybe a couple of customer surveys. There’s a knowledgeable difference between the two to the extent that hearing can break your business and active listening can make your business. Customer experience metrics have penetrated most organizations. But what is customer centricity ? A few staff meetings. That’s not it.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Comm100

AUGUST 31, 2021

In this blog, we’ll be looking at the benchmark data for four of the most important live chat stats, alongside the best practices to hit these benchmarks. Knowledge Base. Knowledge bases can be integrated both into your website and your live chat software. Pre-chat surveys. Wait Time: 35 Seconds.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

ChurnZero

JULY 7, 2020

This is a guest blog post by LiveAgent. . A great way to collect feedback and improve retention is by creating surveys (NPS, CSAT, CES), customer interviews (long-form, face to face), or by monitoring online review portals. Think webinars, release notes, blog posts, or knowledge bases with how-to-articles, FAQs, and forums.

Customer Support 90

Customer Support Education Customer retention Feedback 90

Nicereply

MAY 11, 2020

The importance of customer loyalty impacts almost every metric important to running a business. To successfully deal with all these activities, apart from well-developed knowledge base tools that will help you keep and classify the data, you are also going to need a reliable system of metrics for tracking customer retention.

Customer retention 115

Customer retention SaaS Metrics Surveys 115