SharpenCX

JUNE 10, 2021

Get creative with your policies and ditch the archaic scripts and expectations of a call center. Use customer feedback (from your customer satisfaction surveys and the behavioral data you collect) to give your employees tactical ways they can improve. Define metrics to track agent performance and set attainable goals for each employee.

Morale 67

Morale Call Center Contact Center Coaching 67

SharpenCX

JUNE 22, 2021

When PwC surveyed 15,000 consumers, they found that 1 in 3 customers leave a brand they love after just one bad experience. Read Next]: Crafting Narratives to get your Executive Team on Board: Metric Storytelling to Advocate for your Call Center Team. Well-trained call center agents are essential to your customer loyalty.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

Comm100

MAY 19, 2020

To help you get a better understanding of how much customers appreciate access to live chat, consider the eDigital Customer Service Benchmark survey of 2000 consumers that found that live chat had the highest customer satisfaction levels at 73%, as compared to 61% for email support and only 44% for traditional phone support. Download Now.

Best practices 111

Best practices Analytics Sales Benchmark 111

Influitive

JUNE 14, 2016

Curbing the corporate-imagined script of the past several years, The Advocates no longer adhere to your best guess at buying behaviors, common characteristics and typical trends. What sets this new era in marketing apart from the “modern” is an earth-rumbling shift away from mass-reach metrics and click-this-to-do/get-that strategies.

Marketing 60

Marketing SaaS Consulting Consulting 60

Pointillist

JULY 25, 2018

Success Metrics for the Team. Ultimately, the biggest success metric for the Champion is to be able to show the Executive Sponsor and key Stakeholders that real business value has been gained through the use of customer journey analytics. Success Metrics for the Project. Success Metrics for the Business. Churn Rate.

Analytics 93

Analytics Government APIs Metrics 93

ChurnZero

MARCH 20, 2020

Departments share company-wide goals, but often have differing views on how to achieve them due to isolated focuses, competing priorities, and individual success metrics. No one likes talking to a corporate robot who spouts off rehearsed lines and scripts interactions. Now, my former foe felt like a close friend.

Customer centricity 52

Customer centricity SaaS Finance Scripts 52

Comm100

OCTOBER 8, 2016

Relationship Marketing, an aspect of Customer Relationship Management (CRM), is the term used to describe the focus on the customer’s experience over boosting short-term metrics like acquisition and sales. Interview your most loyal customers, and encourage anyone who reaches out to customer service to take surveys. Special Reports.

Customer retention 60

Customer retention Scripts Education Marketing 60

Noble Systems

MARCH 19, 2021

Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more. Additional Resources: Ebook: Buyer’s Guide to Contact Center Technology. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Pointillist

JULY 25, 2018

Success Metrics for the Team Champion – It is important for the champion to understand thoroughly the value of customer journey analytics as an analytics platform and believe that the regular users have built proficiency to use the platform meaningfully on a regular basis. Pick a mix of financial, customer and operational metrics.

Analytics 43

Analytics Metrics Government Journey mapping 43