Sat.Feb 08, 2014 - Fri.Feb 14, 2014

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3 Words to Avoid for Better Customer Service Communication

Win the Customer

'Millions of words are used each day in customer service communication; three little ones have great power to destroy your customer service experience and should be avoided at all cost. Studies have shown that vocabulary is a good predictor of success. Those who a greater mastery of language and the ability to communicate have greater […].

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Great Moments in Selection Bias

GetFeedback

I conducted an informal survey today, asking 22 residents of my hometown, Charlotte, North Carolina, what they liked best about our city.

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On Valentine’s Day, spread a little love to your customers

Amity

It’s that time of year again – when hearts are aflutter, your local florist has a banner day and somewhere a marriage proposal is likely going to take place. However, this Valentine’s Day, along with showing your affection for a loved one, share some of that love with your customers. As the most important asset to your business, customers tend to share a lot of love with your company every time you engage with them.

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Use ASF to Assess the Service Level Provided by Queues

TASKE Technology

Last time we looked at why the telephone service factor (TSF) is one critical measure of the level of service your agents offer. The efficiency of agents in connecting with your callers has a significant effect on customer satisfaction. Another important measure of service level is the answer service factor (ASF), which helps you assess the service level provided by queues.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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What is the Relationship Between Customer Service Quality and Market Share?

Win the Customer

'Is there a relationship between the size of a company and its ability to deliver quality customer service? What does it mean for business success?

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The biggest problem with Customer Success and how you can fix it

Amity

Wow – how could an industry with the words customer + success have a problem? Those two words combined speak to all things positive and problem free. So what could possibly be wrong? Data. Big data, small data – all of that data! There certainly isn’t a lack of it. As a matter of fact there is probably too much of it – way too much of it to wade through.

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Use ASF to Assess the Service Level Provided by Queues

TASKE Technology

Last month , we looked at why the telephone service factor (TSF) is one critical measure of the level of service your agents offer. The efficiency of agents in connecting with your callers has a significant effect on customer satisfaction. Another important measure of service level is the answer service factor (ASF), which helps you assess the service level provided by queues.