GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. CX shouldn’t ever be measured by one metric alone.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

TLC Associates

AUGUST 6, 2019

The good news is that you can lower your customer acquisition costs without hurting your customer experience. Here are the practices we’ve seen work in our outbound and inbound sales support programs. Each additional touch point adds labor dollars and increases spend on sales and marketing campaigns.

Outbound sales 40

Outbound sales Customer Experience outsourcing Customer retention 40

Global Response

DECEMBER 21, 2022

All of this has a direct impact on the bottom line: 89% of customers said a positive customer service experience “makes them more likely to make another purchase.” Increasing customer retention rates by even 5% can increase profits by anywhere from 25% – 95%. Are we making progress on our goals and KPIs?

Call Center 62

Call Center Outbound sales Feedback Best practices 62

Global Response

JANUARY 23, 2023

Improve our customer service” “ Improve our customer satisfaction score by 20% in 2023.” Measures can take the form of simple numbers, percentage growth rates, or other metrics. Increase our inbound sales leads in 2023.” Increase our inbound sales leads by 30% in Q1 compared to Q1 of 2022.”

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

OctopusTech

MARCH 11, 2022

Inbound Sales Support – This acts as an effective sales tool as the operator here doesn’t receive calls from existing customers and rather talks to potential customers who require additional information. Operators check all the details of the problems and try to solve them.

Call Center 62

Call Center Inbound sales Technical Support Upselling 62

Callminer

OCTOBER 22, 2019

Metrics like call length and number of calls processed should fall down the priority ladder behind first call resolution, wait length, abandonment rates and quality of engagement. Here are some of the inbound services you can opt for: Customer Service. Inbound Sales. Order Taking. Email and Chat Services.

Best practices 203

Best practices Call Center outsourcing Contact Center 203