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Three Customer Service and CX Metrics Every Employee Needs to Understand

ShepHyken

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created.

Metrics 377
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WHY ISN’T CUSTOMER SERVICE IMPROVING?

CCNG

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. No consultants. Accurately.

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Bad Customer Service Rarely Results in Profitability

Beyond Philosophy

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.

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DMG Consulting Releases Special Edition Report – Generative AI: A New Paradigm for Contact Centers and Customer Service

DMG Consulting

The report defines generative AI and explores in-depth how contact centers and customer service organizations can utilize it to achieve their essential goals. Generative AI has the potential to transform contact centers and customer service departments as we know them today,” says Donna Fluss, President of DMG Consulting LLC. “It

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The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

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Top 5 Customer Service & CX Articles for Week of January 29, 2024

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Here are my top five picks from last week.

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Three reasons not to hire a customer service consultant

Toister Performance Solutions

A few years ago, I stopped most of my consulting. My latest book, The Service Culture Handbook , was taking off and I was receiving more inquiries than ever before. Companies that hired any customer service consultant were struggling to see any gains. Consultants need access to lots of data. Implementation.

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.