Mindtouch

MARCH 16, 2018

There are a lot of reasons a customer support agent might be unhappy. Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

ProProfs Blog

NOVEMBER 15, 2021

Customer satisfaction is one of the vital aspects that could make or break a startup/thriving business. Hence, survey questions for businesses can help in calculating crucial metrics including customer satisfaction scores, customer effort scores, and customer service satisfaction. .

Surveys 144

Surveys Feedback Morale Customer effort 144

Fonolo

SEPTEMBER 21, 2023

The customer service industry is evolving and hasn’t looked back. We’re hoping that CX leaders realize the key to outstanding service is ensuring their employees are happy. But it’s far easier to make a call on whether you would recommend this product or service to friends and family.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Playvox

FEBRUARY 13, 2023

Three Vital Layers Of Quality Management QM is far more than just reviewing customer interactions for areas of concern. It’s a layered approach that gives you deeper insights into customer service to help you tackle immediate issues alongside long-term goals. But what’s the real value of a loyal customer?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

GetFeedback

MAY 17, 2018

Great customer support looks very different than it did a decade ago. Technology has given support teams incredible ways to reach the modern customer. Once upon a time, customer support agents would split their time between one or two channels (usually phone and email).

Morale 83

Morale Self service Surveys Customer effort 83

GetFeedback

APRIL 24, 2019

Others aren’t clear on how CX differs from more traditional customer support initiatives. Companies with great experiences have a 16% price premium on products and services. ( online adults shop more with retailers that offer consistent customer service both online and offline. Customer Satisfaction Score (CSAT).

Morale 68

Morale Surveys Metrics Customer effort 68

Mindtouch

MARCH 22, 2018

The order of the day for many large companies is scaling support. A company whose support team cannot keep pace with the rate of growth will soon see dips in its customer experience KPIs like customer satisfaction and customer effort score. This kind of cyclical stress and strain makes for low morale.

Morale 48

Morale Call Center Contact Center Customer effort 48