Fonolo

SEPTEMBER 21, 2023

One of the secret ingredients to excellent customer satisfaction is reducing friction at every point. Customer Effort Score is a great way to do this. It’s no surprise that reducing friction at every point is one of the secret ingredients to excellent customer satisfaction.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

delighted

AUGUST 24, 2021

Make it clear that constructive criticism is what makes positive business changes possible. You can even make your survey anonymous and let your customers know that their identity is protected, from the very beginning, to encourage honest answers. This question presumes the respondent loves the product (a coaching program).

Surveys 94

Surveys Construction Coaching Feedback 94

CX Global Media

OCTOBER 16, 2017

It leverages Supervised Machine Learning in addition to it’s rule-based construction. The 3rd Generation chatbot adds Unsupervised Machine Learning in addition to Supervised Machine Learning and it’s rule-based construction. And we all know customers want speed. Let’s focus on customer effort.

Chatbots 166

Chatbots Construction Customer effort Coaching 166

Tethr

JULY 21, 2020

Based on the Tethr Effort Index, AIS is a machine learning-based score that isolates the specific variables attributable to an agent within an interaction with a customer. With AIS, every customer interaction – 100 percent of them – receives a separate, objective score with no bias. Driving agent behaviors using AIS.

Coaching 70

Coaching Construction Upselling Scripts 70

Customer Service Life

AUGUST 22, 2019

Customer Effort Score (CES). Finally, the up-and-comer in the group — Customer Effort Score. At a very basic level, CES is a measure of the amount of effort it took for a customer to get their problem solved. Listen to the voice of the customer (VOC).

Contact Center 106

Contact Center Metrics Surveys Coaching 106

SharpenCX

JULY 21, 2020

Build a better customer experience by coaching your agents to success. Customer satisfaction doesn’t equate to customer loyalty. Delighting customers only goes so far. And, Gartner’s survey found that constructing your CX strategy around delighting your customers can cost 10% to 20% more in operational costs.

Customer Experience 67

Customer Experience Construction Interactive Voice Response Contact Center 67

Satrix Solutions

JANUARY 29, 2021

I often call this where the rubber meets the road in customer experience programs. Organizations are often so focused on key performance indicators like Net Promoter Score , C-SAT, or Customer Effort Score that they tend to overlook the feedback gathered and the tremendous value that is created when the organization properly closes the loop.

Scripts 78

Scripts Surveys Feedback Customer centricity 78