Inside Customer Service

MAY 11, 2023

You've sent your team through customer service training. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why evaluate customer service training? Step 1: Identify expectations Start by meeting with the person who asked for the customer service training.

Mystery Shopper 182

Mystery Shopper Customer Service Mystery Shopping Start-ups 182

Qualtrics

FEBRUARY 21, 2021

We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a person who is hired to audit a company to see if they meet standards. Who hires them? What do they do?

Mystery Shopping 29

Mystery Shopping Mystery Shopper Customer Experience Retail 29

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40