Execs In The Know

JANUARY 8, 2023

Making Your Customer the Priority, Then Working Backward Many customer experience (CX) leaders are focusing on thinking about how they can meet the customer where they want to be met. Exceptional customer service is an investment, and brands that care truly respect it. Let’s get started.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Intercom

SEPTEMBER 5, 2023

From swiftly handling common queries to assisting human agents in tackling complex issues, generative AI chatbots have swooped in and changed the game of customer support in just a matter of months. After all, you’re adding a lot of new, dynamic motions and complexities to the customer experience.

AI 52

AI ML Sentiment Analysis Scorecard 52

Customer Service Life

JUNE 3, 2019

For email, text, and social media it’s often a guessing game as to how long they take agents to complete. Here are some suggestions for doing so in your contact center: Look at quality and productivity side by side in a performance dashboard or scorecard. Time tracking is getting better but still nowhere near what we have for phone.

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

Customer Service Life

FEBRUARY 28, 2023

We built a dashboard or scorecard that allowed us to show each team member their emails sent per hour metric in comparison with both a team average and an overall team goal. Also on this scorecard, we share a few other metrics that are at least partially impacted by productivity.

Contact Center 83

Contact Center Scorecard Customer Satisfaction Gaming 83

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. ” Why?

Sports 62

Sports CX Scorecard Touchpoint 62

Zendesk

DECEMBER 30, 2020

Zendesk SDK for Unity (Support) lets you add seamless support experiences to your mobile games in just a few minutes. Get up and running quickly and provide in-game support or enable in-game self-service with a branded support experience. ActiveCampaign.

Artificial Intelligence 65

Artificial Intelligence Scorecard Contact Center Gaming 65

Customer Service Life

SEPTEMBER 7, 2018

For those who aren’t familiar, quality assurance is a process where a random set of customer interactions (phone calls, emails, chats, etc) are reviewed regularly based on a predetermined set of criteria. A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it. CSAT can be gamed.

Customer Satisfaction 97

Customer Satisfaction Contact Center Scorecard Customer Feedback 97

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Matthew Lyons is the Director of Content at Game Gavel. What is Matthew most passionate about? Levi Olmstead.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Matthew Lyons is the Director of Content at Game Gavel. What is Matthew most passionate about? Levi Olmstead.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Intercom, Inc.

JANUARY 16, 2019

But whatever you do, make sure you know the game you are playing. Based on the linear regression mentioned above, the scorecard established hiring consistency and enabled the team to grow predictably. You have to consider the customer experience when writing your sales incentive plan. Buying sales isn’t bad.

Sales 156

Sales Non-Profits Start-ups Scorecard 156

Callminer

SEPTEMBER 5, 2017

Bottom Line: Make your call center relevant by bridging the gap between your brand’s online presence and your call center with a co-browsing solution that helps your agents stay irreplaceable in boosting the brand’s performance and improving customer experience. Focus on the game, not the score… ”. Jack Barmby.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

PeopleMetrics

OCTOBER 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. The ROI customer experience.

CEM 122

CEM Customer Experience VOC Scorecard 122

Totango

JULY 30, 2021

While BI software can collect and disseminate real-time information on the customer experience, its usefulness ends there. For instance, if customer usage of your software falls by a certain amount, an automated trigger would alert a team member to follow up with that customer to identify struggles and create a game plan for success.

Scorecard 75

Scorecard Start-ups Gaming Customer Retention 75