Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University.

CX 97

CX CXM Customer Journey Map Sports 97

Totango

SEPTEMBER 23, 2021

What is CSAT , what is it good for and how do you track it and use it? In this post, we’ll focus on this important customer satisfaction metric. We’ll define what it is and how it contrasts with another popular key performance indicator, NPS. What Is CSAT? CSAT Versus NPS.

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Retention 98

Fonolo

NOVEMBER 24, 2022

An inbound service contact center has agents answering inbound customer service calls. Appropriate goals might be to improve the customer experience by aiming for faster response time or improved cSat scores. The consequences of faltering include negative word of mouth and poor customer experience — who wants that?

Net Promoter Score 147

Net Promoter Score Contact Center Customer Satisfaction Customer Retention 147

SurveySensum

JANUARY 9, 2024

In this digital age of customer shopping behavior, customer experience is not JUST a desirable outcome – it’s CRITICAL to your business’s success. More than 90% of customers are likely to make repeat purchases from companies that provide excellent customer service. CSAT score.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Bill Quiseng

FEBRUARY 7, 2024

This is not a customer service training class. And the job of employees is to serve to satisfy the customer. Ideally, all of you will be enthused and energized to engage customers, not just to satisfy, but to WOW them. Customer service is what you do for your customers. And don’t serve to satisfy customers.

CX 78

CX B2C Hospitality Hospitality 78

Intercom, Inc.

APRIL 7, 2020

As the coronavirus outbreak upends lives and businesses everywhere, support teams are increasingly the first place that customers turn to for guidance. Some of our own customers are experiencing up to 10 times the number of new chat conversations. Their SVP of Customer Experience Margaret K?dziora

B2C 217

B2C B2B Education Healthcare 217

Fonolo

JULY 27, 2021

Italian mathematician Galileo was already talking about the importance of measuring progress in the late 16th century: “Measure what is measurable and make measurable what is not so.”. Take your pick — first call resolution (FCR) , abandon rate , customer satisfaction (CSAT) , and more. Customer satisfaction score (CSAT).

Net Promoter Score 142

Net Promoter Score Scorecard Construction Contact Center 142

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. What is Call Center Quality Monitoring?

Contact Center 87

Contact Center Customer Satisfaction Omnichannel Start-ups 87

SurveySensum

FEBRUARY 7, 2024

Ask the right questions to the customers at the right touchpoint. Gathering customer feedback strategically is crucial for understanding their pain points. However, companies often grapple with determining the optimal timing for survey distribution across the customer journey. So, what exactly is a journey-based survey?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Retail Social Media 52

Fonolo

MARCH 4, 2021

Contact center reporting can be stressful for even the most seasoned managers and directors. Even with modern technology, it’s still impossible to predict call volumes and customer demand with full accuracy. FCR indicates the percentage of customers who had their issue resolved in the first engagement. DID YOU KNOW?

Contact Center 148

Contact Center Customer Satisfaction Social Media Technology 148

TeamSupport

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

Customer Service 52

Customer Service Customer Satisfaction Innovation Customer Relationship 52

TeamSupport

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

Customer Service 52

Customer Service Customer Satisfaction Innovation Customer Relationship 52

Intercom, Inc.

MARCH 25, 2021

At Intercom, the security and protection of our customers’ data is of the utmost importance. What is HIPAA? This is allowing for improved patient experience, increased workflow efficiency, and effective data management. What does this mean for your business?

Healthcare 268

Healthcare Compliance Government Technology 268

Fonolo

MARCH 25, 2021

We’ve all heard about customer satisfaction. Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. Agent satisfaction is tied directly to other important KPIs in the contact center, including agent attrition and CSat. CCTR #CSat Click To Tweet.

Contact Center 147

Contact Center Customer Satisfaction Start-ups Customer Service 147

Fonolo

MARCH 21, 2024

Contact center managers know that virtual queuing technology is essential to keeping operations running smoothly. Instead of the chaos, picture this: shorter hold times, happier customers, and efficient call routing — all at your fingertips. What is Virtual Queuing? How Does it Work?

Contact Center 75

Contact Center Technology Technology Customer Satisfaction 75

CSAT.AI

NOVEMBER 17, 2022

In regard to customer service it’s using technologies instead of people to accomplish both customer facing and back end tasks. Customers are leaning into automation according to McKinsey research. With improving customer experience and reducing costs the top two goals of those surveyed, automation is a solid fit.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

SurveySensum

NOVEMBER 28, 2023

Have you ever launched an NPS or CSAT survey and wondered – ‘What am I going to do with all this data?’ If you did, then this blog is for you and everyone who struggled with What to do with this feedback? And how to respond to the customers? Here’s what I do: Step 1: Segment responses. Let’s find out!

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Fonolo

SEPTEMBER 21, 2023

Set your KPIs You can’t change what you don’t measure. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). The customer service industry is evolving and hasn’t looked back. Customer Effort Score is a great way to do this.

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Net Promoter Score 172

Net Promoter Score Customer Experience NPS Customer Satisfaction 172

Intercom, Inc.

AUGUST 18, 2021

There’s a good reason that the seemingly simple Net Promoter Score (NPS) has become a ubiquitous, revered statistic in modern business – this single number is viewed as a measure of customer loyalty, a way to benchmark competitive performance, and has been proven to correlate with revenue growth (hence the popularity).

NPS 232

NPS Net Promoter Score Customer Loyalty Start-ups 232

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. The customer service industry got turned on its head in 2020. Customer Satisfaction (CSAT).

Net Promoter Score 148

Net Promoter Score Contact Center NPS Customer Satisfaction 148

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! What is Call Center Automation? This can help to reduce wait times and improve the customer experience. Sounds great, right?

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Intercom, Inc.

DECEMBER 8, 2020

Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. Data alone won’t produce results, but it will help you to contextualize customer behavior and feedback to provide better service faster.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Fonolo

JULY 12, 2022

Specific goals answer who, what, where, when, why, and how. Relevant goals focus on what the company needs as a whole and pertain to the needs of each team member. A great indicator of overall performance is an agent’s CSat results. How to Use Customer Profiles to Improve Call Center Training.

Contact Center 87

Contact Center Social Media Start-ups Customer Retention 87

Fonolo

APRIL 7, 2022

Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training. What is Call Center Quality Monitoring?

Contact Center 67

Contact Center Customer Satisfaction Omnichannel Start-ups 67

Fonolo

JANUARY 31, 2024

If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry. What Do High Call Abandon Rates Really Mean? Why is call abandonment still a thing? Now there’s a tantalizing question!

Contact Center 81

Contact Center Data Entry Technology Technology 81

Lumoa

JULY 21, 2022

There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . As we slowly progress to a post-pandemic reality, customers expect the same type of attention and service to continue.

Customer Experience 94

Customer Experience CXM CEM Net Promoter Score 94

Intercom, Inc.

JULY 26, 2022

Customer success is a business effort to help your customers achieve their objectives. . As the name implies, customer success involves working with your customer to discover how your products and/or services can best empower them to reach their goals and objectives. . That’s an example of customer success.

B2B 129

B2B B2C Education Customer Retention 129

Logicalware

APRIL 2, 2024

The role of the contact centre agent is continually adapting to changing customer behaviours and new technologies. Let’s explore why product training is important for contact centres and how it can benefit both the agents, customers and contact centre. How product knowledge improves service quality Knowledge is power.

Customer Satisfaction 40

Customer Satisfaction Customer Retention Innovation Customer Experience 40

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Understand how customer expectations are changing.

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

CSAT.AI

JUNE 14, 2022

No one wants a subpar product or experience. QA metrics are important for gauging and maintaining quality and thereby customers. Also referred to as Average Wait Time (AWT) This is how long a customer waits in queue or how long before they explode. For example, a customer calls about getting a replacement for a faulty item.

Net Promoter Score 84

Net Promoter Score NPS Contact Center Social Media 84

Fonolo

MAY 20, 2021

It’s easy to feel nervous after hearing that — nobody wants to deal with angry customers! An escalation request also often means that a customer feels dissatisfied with your service, which can feel discouraging. The Contact Center Playbook for Improving Customer Satisfaction. What is an escalation in a contact center?

Contact Center 148

Contact Center Customer Satisfaction Customer Service Technology 148

SurveySensum

JULY 2, 2023

Well, the obvious reasons here are they offer what you want, the taste is second to none, and the service is just impeccable. Similar is the case with customer-centric businesses. If you keep your customers satisfied, they will keep coming back to you and can even refer you to others. By using CSAT tools, right?

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52