aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result? About This Survey.

Surveys 54

Surveys Customer Support B2C CRM 54

delighted

APRIL 7, 2020

In our previous post on improving the customer experience , we went over how streamlining support and onboarding processes can help you retain customers during difficult times. In this post, we’ll focus on how to adjust your customer experience program to be appropriate for the current situation.

Customer retention 52

Customer retention Customer Experience Feedback Surveys 52

Fonolo

JANUARY 11, 2022

Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience (2019), Brad Cleveland . Internationally renowned customer strategy and management expert Brad Cleveland shares his best advice on how to succeed in today’s customer-focused contact center climate. DID YOU KNOW? Click To Tweet.

Call Center 81

Call Center Marketing Management First call resolution 81

ChurnZero

JUNE 21, 2022

They can use these resources to create onboarding programs for new customers, provide ongoing customer education training , and otherwise support those who build a cohesive customer experience. Key tenets of Customer Success enablement. Best practices for Customer Success enablement. Track relevant metrics.

Best practices 94

Best practices Education Metrics Feedback 94

3CLogic

AUGUST 31, 2021

When a customer reaches out to a contact center for help, the last thing they want to face is an agent who comes across as detached. Fortunately, enterprise organizations are realizing the importance of changing this narrative and empowering their agents to deliver more positive and intimate customer experiences.

Customer Service 59

Customer Service Interactive Voice Response Contact Center Telecommunications 59

delighted

APRIL 7, 2020

In our previous post on improving the customer experience , we went over how streamlining support and onboarding processes can help you retain customers during difficult times. In this post, we’ll focus on how to adjust your customer experience program to be appropriate for the current situation.

Customer retention 42

Customer retention Customer Experience Feedback Surveys 42

Vistio

MARCH 11, 2024

Set Clear Training Objectives and Performance Metrics In order to accurately assess the effectiveness of your agent training programs, it’s essential to have a clear set of objectives in place, along with accompanying performance metrics to track progress. Evaluating the Effectiveness of Your Agent Training Programs 1.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Skybridge

SEPTEMBER 2, 2020

4 Key Metrics That Are Worth a Bigger Investment. For any senior leader going through that exercise, I strongly recommend reading this well thought-through article by Daniel Newman for Forbes. For any senior leader going through that exercise, I strongly recommend reading this well thought-through article by Daniel Newman for Forbes.

Metrics 52

Metrics Surveys Customer Care Customer centricity 52

Comm100

JANUARY 25, 2018

In fact, Gallup’s survey of Fortune 500 Companies to determine the happiest workplaces found that in the top quartile, businesses saw: 22% higher profitability. 10% higher customer metrics. For a truly holistic approach that will highlight all aspects of your business that can be improved, you also need to survey your employees.

Surveys 41

Surveys Feedback Morale Employee engagement 41

JustCall

APRIL 4, 2023

You can do this by: Sending targeted emails Providing resources based on the customer’s interests Offering helpful information to customers throughout their buying journey 5. Data Analysis You can also use data to identify trends and optimize your sales process. It is as simple as that.

Call Center 52

Call Center Sales Inbound sales Upselling 52

GetFeedback

FEBRUARY 7, 2020

The focus on customer experience isn’t going anywhere. In fact, we’d argue that superb customer experience is no longer just a “nice to have”; it’s a necessity for any business that wants to flourish in the coming years. . If you can get the customer experience right, you’ll drive more revenue and grow your business.

Surveys 79

Surveys Customer effort Feedback Customer Experience 79

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. They feel the pressure of meeting metrics but don’t know how and when to strike a balance.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Global Response

DECEMBER 21, 2022

Did you know that a survey of marketing leaders revealed that 81% believe their brands compete mostly or solely on the basis of customer experience? Customer experiences are paramount in the modern consumer experience—so brands that can meet—and exceed—customer expectations have a major leg up against their competitors.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. In this edition of #CXSecrets , I'll explain how you can use insights from internally benchmarking against yourself within your own organization to quickly enhance your customer experience program.

Benchmark 70

Benchmark Feedback Metrics Best practices 70

ChurnZero

JUNE 21, 2022

They can use these resources to create onboarding programs for new customers, provide ongoing customer education training , and otherwise support those who build a cohesive customer experience. Key tenets of Customer Success enablement. Best practices for Customer Success enablement. Track relevant metrics.

Best practices 52

Best practices Education Metrics Feedback 52

SharpenCX

FEBRUARY 24, 2021

Then, use data to keep agents informed on their progress and how their metrics impact the customer service experience. How to use performance data for proactive service: Choose three core metrics to measure for the quarter, and share those metrics with your agents. Pinpoint metrics you can measure frequently.

Call Center 67

Call Center Customer Service Coaching Metrics 67

ProProfs Blog

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Fonolo

AUGUST 18, 2020

They help you gather specific information about your customer experience and can quickly tell you where you’re failing to deliver. How to Manage Customer Perception: A Complete Guide. If you do not have access to these tools, consider using a post-sale customer satisfaction survey. Psychographic Surveys.

Surveys 75

Surveys Contact Center Feedback CRM 75

Playvox

AUGUST 15, 2022

In its own survey of 700 contact centers, IT research firm Metrigy found the success of remote work has surprised customer experience leaders. Contact centers have embraced remote work and leveraged the tools, resources, and processes to make it a viable and positive experience for agents. But that’s not the whole story.

Contact Center 77

Contact Center Gamification Surveys Management 77

JustCall

NOVEMBER 25, 2022

There could be online cookies, surveys, the company’s past sales information, focus groups, and more. For example, Microsoft Power BI is business intelligence software that shows business performance metrics through interactive reports and visualizations. Other Metrics. Data can be gathered in various ways.

Sales 52

Sales Marketing Benchmark Metrics 52

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. They measure how successfully companies deliver the delightful experiences that build loyalty. Managers can use those metrics to guide strategy improvements and employee training.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Enghouse Interactive

NOVEMBER 13, 2020

It outlines how companies can successfully embrace the Voice of the Customer, and the benefits this delivers. Research carried out for the guide found that the 41% of B2C organisations ranked customer experience as the most important factor that they wanted to compete on, ahead of quality (31%) and price (27%).

Analytics 54

Analytics B2C Benchmark Feedback 54

ChurnZero

JULY 16, 2021

Some support teams are sending their own surveys. Some companies have their own dedicated customer marketing team for cross-sells. It’s an important exercise for anyone who’s sending any kind of messaging to your customers, whether they’re Customer Success or not.

Journey mapping 98

Journey mapping Accountability SaaS Education 98

Nicereply

AUGUST 9, 2021

It isn’t the SLA itself that drives Customer Satisfaction; it is the way you achieve SLA commitments. If you ask a group of support leaders which metrics they measure for their team, you will inevitably hear ‘First Response Time’ (FRT) and ‘Next Reply Time’ (NRT) as common responses. As Dixon et al.

Metrics 69

Metrics Service level Personalization Surveys 69

Vistio

JUNE 15, 2021

The reality is that delivering great customer service isn’t about using more technology; it’s about using the right technology that creates clear, simple, and unified processes for your agents to follow on every call. This exercise is also a great opportunity for you to gain insight into when licenses are going to expire.

Technology 52

Technology Contact Center Morale Surveys 52

Education Services Group

AUGUST 4, 2021

So, I sat down with Anita to chat about the twenty-five different factors customers use to decide if they will stay with you or look for another solution when renewal time comes around. We wanted to learn how to see beyond surface-level metrics to uncover the real reasons your customers leave. One is Customer Success.

SaaS 52

SaaS Metrics Surveys Consulting 52

Kayako

APRIL 25, 2017

Tracking customer effort can help support and product teams determine where customers are struggling. There’s an easy way to find out where these high-effort points are occurring, by tracking customer effort transactionally using the CES survey. Transactional metrics. Sending a Customer Effort Survey.

Customer effort 63

Customer effort Surveys Feedback Metrics 63

ChurnZero

NOVEMBER 5, 2021

With busy Customer Success teams, it can be difficult to pause and reflect on the systems that we use to manage our bustling days, when most of the time, we’re just trying to get through them. Auditing your Customer Success software helps you identify inefficiencies and quality improvements in your requirements, data, and processes.

Accountability 52

Accountability CRM APIs Benchmark 52

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

CX Journey

MAY 17, 2017

Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys. But what if you've been listening to customers for years? Are the people who originally designed the surveys still with the company?

Surveys 63

Surveys Feedback Analytics Metrics 63

Fonolo

MAY 9, 2018

Example: Reduce customer call return times to increase customer satisfaction and retention. Which metrics will you use to reach your goal? How will you capture those metrics? Example: Reduce customer call return times by 25% to increase customer satisfaction and retention by tracking time between each.

Call Center 89

Call Center Average Handle Time Benchmark Metrics 89

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. CEOs who drive growth through customer-centered management are putting the horse before the cart. “In

Management 69

Management Customer centricity Customer Experience Metrics 69

NobelBiz

JULY 9, 2020

In this third part, I’m going to explore customer experience in this new world we live in, but I’m also going to determine what this new world is supposed to be. The answer is elevating your customer experiences and investing in, rather than slashing the budgets of, your CX. What Metrics Matter to Consumers Post-COVID?

Contact Center 52

Contact Center Inbound sales B2C contact center solutions 52

Taylor Reach Group

MARCH 27, 2018

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Call Center, Contact Center and Customer Experience Events - April 2018. Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do.

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48

Balto

OCTOBER 31, 2022

Send a post-onboarding survey to your new agents: Did this program help them in their role? Send a post-onboarding survey to your tenured agent: Did they enjoy mentoring the new hire? CSAT Surveys. Role Playing Exercises. CSAT Surveys. But knowledge retention isn’t the only metric worth looking at.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

JustCall

APRIL 3, 2023

Customer experience success for businesses strives on their ability to create unforgettable interactions—ones that keep customers coming back for more. A positive customer experience is no longer just nice to have; it’s a necessity. What is CX (Customer Experience)? Let’s get going.

Customer Experience 40

Customer Experience Journey mapping Surveys Feedback 40