Pointillist

JANUARY 25, 2019

As Forrester explains in a recent report : Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real time to make the right decisions about the management of service requests of their workforce.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

ShepHyken

NOVEMBER 23, 2018

Your service speed depends on factors like the contact channel (e.g. An accurate reply won’t necessarily increase satisfaction, but a lack of accuracy will definitely decrease it. Customers expect correct information from support. Consider the number of actions customers have to take to get in touch.

Customer Support 169

Customer Support Customer effort Self service Metrics 169

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. Compare, for example with State of Customer Care report we covered here.

Contact Center 99

Contact Center Call Center Self service Surveys 99

delighted

SEPTEMBER 20, 2019

“Customer experience” was strictly customer service-driven and incredibly retroactive — something that was only monitored or addressed post purchase. Customer service could be classified as an area of customer experience. ” In other words, today’s definition of customer service is reactive in nature.

Customer Experience 45

Customer Experience Customer Service Surveys Self service 45

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. Compare, for example with State of Customer Care report we covered here.

Contact Center 57

Contact Center Call Center Self service Surveys 57

SharpenCX

JULY 21, 2020

Their expensive Christmas card campaign definitely delighted me. It’s clear they care about their customers. But, if I found that purchasing from them required a lot of effort, it’s likely I wouldn’t shop from them anymore. We call this an omnichannel customer experience. Let’s return to my experience with Chewy.

Customer Experience 67

Customer Experience Construction Interactive Voice Response Contact Center 67

Comm100

APRIL 16, 2018

Contrasting this is another viewpoint which states that focusing on delivering exceptional service isn’t what will win customer loyalty – it’s reducing effort that will keep customers coming back. The Effortless Experience : Conquering the New Battleground for Customer Loyalty. “The

Customer effort 41

Customer effort Customer Care Metrics Self service 41