Connecting the Dots

APRIL 16, 2021

1] Goodman, Demirasi, Hollmann, “Factors Leading to an Impactful Voice of the Customer Process”, Call Center Pipeline, October 2019. The post Customer Experience Strategy: An Exclusive 3-Part Video Webinar Series appeared first on Customer Care Measurement & Consulting (CCMC).

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

Tethr

MARCH 23, 2020

When it comes to measuring Customer Effort, are you survey-dependent? If so, isn’t this causing a higher effort experience as customers must relinquish some of their valuable time to answer these surveys? Machine learning and predictive scoring are modernizing the customer experience. appeared first on Tethr.

Surveys 73

Surveys Customer effort Analytics Customer Experience 73

Tethr

JUNE 30, 2020

Our webinar by Tethr Chief Product & Research Officer Matt Dixon, and Tethr SVP of Product Ted McKenna, walks business leaders through how traditional QA scorecards and agent performance management have evolved and the limitations they present to CX and customer service leaders.

Customer effort 66

Customer effort Scripts Coaching Metrics 66

Tethr

SEPTEMBER 9, 2020

Here at Tethr, we talk a lot about reducing customer effort. After all, research shows that minimizing effort is critical to customer loyalty and improving the overall customer experience. Save your seat for the webinar today! The post The price you pay for channel switching appeared first on Tethr.

Self service 62

Self service Customer effort Contact Center Customer Care 62

Totango

MAY 17, 2024

Leveraging AI in customer support can significantly reduce customer effort. As your team and customer base grow, AI-powered tools can help maintain personalization at scale while saving time and effort. Integrations from Totango + Catalyst further enhance these capabilities.

Accountability 71

Accountability Government Chatbots Engineering 71

TechSee

NOVEMBER 3, 2020

Growing focus on reducing customer effort. Growing focus on reducing customer effort. reduced customer effort. View our webinar on this topic for a deeper look at the changing landscape of field service organizations. Advances in field services technology. Shift to performance based SLAs.

Customer effort 109

Customer effort industry standards Contact Center Surveys 109

Mindtouch

SEPTEMBER 19, 2017

One that improves customer effort , which leads to improved customer loyalty. Bottom line though, it’s about customer effort. How do you achieve an effective customer self-service model? I thought this was a really good webinar. What’s an effective self-service model?

Self service 66

Self service Customer effort Sales Personalization 66

COPC

FEBRUARY 15, 2023

Webinar: Service Journey Thinking Learn our comprehensive approach to helping brands improve customer satisfaction and loyalty throughout the service journey. Watch the Service Journey Thinking Webinar Understand Drivers & Expectations It is best first to understand what prompts customers to contact you.

Self service 87

Self service Interactive Voice Response Chatbots Benchmark 87

ClientSuccess

APRIL 19, 2022

CSMs can focus on quick, game-time updates that address immediate customer needs with real-time data. The Customer Satisfaction Score is a metric that addresses both strategic data uses. . In Part 1 , we discussed the Customer Effort Score. Webinar: Using Your NPS Campaign to Power Your Business.

Metrics 52

Metrics Customer effort Accountability Personalization 52

Mindtouch

JUNE 28, 2018

Our recent webinar, Agile Knowledge Management for Support, generated plenty of conversation. To keep the conversation going, here’s a brief recap of some takeaways from the webinar, including additional insights from David Kay and the team at D B Kay & Associates. A return to the four principles of KCS methodology.

Customer Support 71

Customer Support Customer effort Metrics Management 71

ClientSuccess

NOVEMBER 2, 2022

By focusing strategically on current customer efforts and putting new processes into play that are directly aimed toward improving retention, your team can embrace your customers while encouraging them to grow with your organization. eBook: 5 Ways To Surprise & Delight Your Customers.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

COPC

JULY 25, 2022

See how Amazon Web Services (AWS) automates voice and non-voice communication using natural language ML services in our upcoming webinar. Often, organizations design self-service from a cost savings perspective and do not fully consider whether they are improving resolution and decreasing customer effort.

Self service 84

Self service Benchmark Chatbots Contact Center 84

Solvvy

DECEMBER 17, 2019

Nearly all of the companies who have implemented AI in their CX and customer support have reported meaningful benefits such as revenue increase and cost reduction. Jesse Holcomb of SeatGeek noted in the webinar that the key to their success was “Phase Zero.”

Self service 62

Self service Banking Chatbots Technology 62

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. more likely to ask a customer to repeat information on a call. Demanding callers.

Contact Center 98

Contact Center Self service Call Center Analytics 98

Tethr

JULY 27, 2020

This powerful training tool is unique in that individual agent behaviors are separated from overall customer effort. Check out our Agent Impact Score webinar to get a more in-depth look. This makes onboarding new reps a more seamless and productive process. Time is of the essence: make training count.

Coaching 68

Coaching Call Center Customer effort Management 68

ClientSuccess

AUGUST 23, 2022

Already it probably feels as though you’re measuring a hundred different metrics that all mean different things: product usage rates, customer success scores, and more. But what about the Customer Effort Score? What is a Customer Effort Score? How to calculate Customer Effort Score.

Customer effort 79

Customer effort Metrics SaaS Surveys 79

ClientSuccess

DECEMBER 21, 2021

Product adoption: this metric tracks how many users at a specific customer are using the product or service. CES: a customer effort score (CES) measures how easy it is for a user to use the product or service, get issues resolved (either through customer support or on their own), and generally engage with the solution. .

Metrics 100

Metrics Upselling B2B SaaS 100

TechSee

SEPTEMBER 9, 2020

They begin a long, frustrating dialogue that creates high customer effort , a poor tenant experience and high labor intensity. To learn more, watch this on-demand webinar. The trouble is, they’re looking at equipment they can barely describe, while on the other end of the line, the agent is looking at a CRM. The Knowledge Gap.

Management 145

Management Engineering voip outsourcing 145

Tethr

JUNE 1, 2020

Shift the focus to listening to agent performance by using AI and machine learning to get down to the bottom of those high-effort experiences that cause premature customer churn.

Metrics 75

Metrics Scripts Coaching Accountability 75

ChurnZero

MARCH 28, 2023

Customer engagement is the sum of all interactions between a customer and a company. A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. NPS indicates customer loyalty. Event participation.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Nicereply

FEBRUARY 2, 2024

Source: Pinterest Besides identifying the product features customers use regularly and improving them, the other things to include in your customer success strategy are: Preferred communication channels : The best ways to reach out to customers and ensure they receive timely and relevant support.

Education 59

Education Accountability Customer retention Journey mapping 59

Help Scout

MAY 12, 2021

Customer service teams should not be purely reactive. Creating and sharing knowledge base articles , webinars, video guides, and product walkthroughs helps people before they even know what to ask. Reduce customer effort. Customer effort is an important leading indicator for customer churn (and retention).

Customer retention 115

Customer retention Finance Analytics Customer effort 115

ChurnZero

APRIL 22, 2022

When a customer sees a message while using your product, they’re already in the state of mind to engage with you. Whether it’s a welcome greeting for a first-time login or a quick congratulatory message for completing onboarding, it’s easy to make sure your customers’ efforts don’t go unnoticed.

Accountability 98

Accountability Consulting Consulting Best practices 98

Tethr

MAY 5, 2020

After diving into the findings inside our platform, we were able to identify three best practices that can help CX and service leaders support frontline reps and customers, while also reducing effort and mitigating disloyalty.

Best practices 69

Best practices Enterprise Customer Service Customer effort 69

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 71

Coaching Construction Upselling Scripts 71

NICE inContact

OCTOBER 10, 2018

Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. Depending on your customers and what their journey looks like, other data points will be needed to supplement. CES – The Customer Effort Score was introduced by the CEB (now Gartner) in 2013.

Contact Center 48

Contact Center Metrics SaaS Customer effort 48

GetFeedback

JULY 19, 2019

Multiply by 100 to see the percentage of satisfied customers. Such as: (Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customers. Customer Effort Score (CES) . How much effort did it take for your customer to work with you?

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Talkdesk

SEPTEMBER 29, 2015

Yet the harsh reality is that your customers are much more likely to punish you for a bad service experience than reward you for a good one. In the meantime before the webinar, here are few ideas to get your customer support team started on delivering an effortless experience : 1. Build out your customer’s journey.

Interactive Voice Response 45

Interactive Voice Response Call Center CRM Customer effort 45

CX Journey

OCTOBER 20, 2015

There's a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it's to buy a product, to get an issue resolved, or to do something else. There's even a away to measure this effort, using the customer effort score (CES).

Customer Experience 75

Customer Experience Scripts Customer effort Journey mapping 75

Clarabridge

JULY 18, 2018

According to Gartner , customers are four times more likely to become disloyal to a brand after a difficult, high effort experience with customer service, but are 94% more likely to repurchase when their experience is effortless. Effort helps us pinpoint problems and quickly conceive empathetic solutions.

Customer effort 40

Customer effort Engineering Feedback Technology 40

ChurnZero

MARCH 29, 2019

Sample CSAT questions can involve a rating of customer service, product viability, website usability, and the ability of the company to resolve any issues. Customer Effort Score (CES) This gauges the difficulty or stress of a client to achieve different tasks successfully. Upcoming Webinar.

B2B 73

B2B Surveys Customer centricity Construction 73

Amity

MAY 4, 2016

The goal of any business is to connect with its customers and forge bonds of both trust and loyalty. Here are 3 Unique Methods For Connecting With Customers. Think about how much effort you exert every day. What Can You Do to Reduce Customer Effort Today? AnyMeeting - (Score = 1807). Splashtop - (Score = 1745).

SaaS 51

SaaS Banking Enterprise Marketing 51

Kayako

JANUARY 14, 2016

Customer support professionals are less satisfied now than when they first started their jobs. Reducing customer effort and multichannel support represent the biggest challenges facing support professionals today, and what this means for the future of the industry.

Customer Support 46

Customer Support Multichannel Surveys Customer effort 46

Mindtouch

APRIL 2, 2018

Agile for support increases efficiency, reduces customer effort , and delivers more value to customers faster. We will be expanding on the topics above with a webinar series and additional blog posts in the not-to-distant future. Overall, the Consortium Member Summit was a major success and extremely informative.

Customer effort 48

Customer effort Big data Self service Personalization 48

ChurnZero

APRIL 22, 2022

When a customer sees a message while using your product, they’re already in the state of mind to engage with you. Whether it’s a welcome greeting for a first-time login or a quick congratulatory message for completing onboarding, it’s easy to make sure your customers’ efforts don’t go unnoticed.

Accountability 52

Accountability Consulting Consulting Best practices 52

ChurnZero

DECEMBER 7, 2018

Measuring Customer Effort Score. CES is a customer satisfaction metric that measures how easy it is for customers to get a resolution to their issues. Customer Effort Score is measured transactionally – which means customers get surveyed after their conversation with the business ends.

Best practices 53

Best practices Surveys Customer effort Feedback 53

Totango

OCTOBER 22, 2020

Net Promoter Scores detail how likely a customer is to recommend a product to one of their peers. Along with other forms of feedback, such as Customer Satisfaction Surveys and Customer Effort Scores, this industry-standard measurement is a solid indicator of customer satisfaction. Get started for free today.

Management 64

Management Morale Enterprise Accountability 64