Quiq

DECEMBER 8, 2021

The beginning of the year is a great time to start tracking your customer success metrics. Measuring how happy your customers are with your service and how likely they are to return is a great predictor of overall business success. Use success metrics to: Gauge the success of new initiatives. Where do you start?

Metrics 52

Metrics Surveys Chatbots Best practices 52

TechSee

AUGUST 26, 2020

Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive. However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. How can MX create effortless experience for employees and customers?

Self service 124

Self service Customer effort Multichannel Metrics 124

aircall

SEPTEMBER 22, 2021

You’ve done everything you can to make your customers happy. Your customer service team has been answering calls day in and day out, helping each customer in the best way they know how. But are your customer service strategies working? One key way to find out is to listen to customer feedback.

Feedback 62

Feedback Journey mapping Brand ambassadors call center software 62

CX Global Media

APRIL 10, 2017

Are you deploying emotional connection based strategies into your customer interactions ( start including emotions in your design )? Emotion Wins Every time. In review of these 10 reasons I am able to strongly connect 9 of the 10 to emotion. Then you’re in deep jeopardy.

Sales 120

Sales Contact Center Customer effort Call Center 120

VocalCom

MAY 29, 2017

How can your brand measure customer satisfaction? With the numerous channels for customer engagement these days, it may seem a daunting task. Social media channels offer a wealth of information regarding your customers’ satisfaction levels. Use different kinds of customer surveys. Measure contact center metrics.

Abandon rate 48

Abandon rate Contact center software Average Handle Time Contact Center 48

NobelBiz

AUGUST 3, 2021

but also qualitative: retention rate, customer satisfaction, Customer Effort Scores, etc. CTI: Computer Telephony Integration provides for enhancement and strengthening of client interactions by adding a new dimension to the notion of customer service. NPS, and CES are the most classic in this category.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178