DMG Consulting

DECEMBER 10, 2018

Question: We’re implementing a balanced scorecard to measure agent and contact center performance. Customer satisfaction – how satisfied customers are with their service or sales. Agent satisfaction/engagement – how happy agents are with their job. What categories should we evaluate? experience.

Scorecard 82

Scorecard Contact Center Compliance Customer Relationship Management 82

Totango

DECEMBER 16, 2020

You can feed in data from any channel you use to communicate with customers, including live chat, text messaging, email, and phone calls. By storing these data streams in a centralized customer relationship management database, you provide your AI tool with a complete 360-degree view of your interactions with your customer.

Artificial Intelligence 71

Artificial Intelligence Customer Journey Map Net Promoter Score AI 71

Zendesk

MAY 12, 2021

Customer retention software gathers key insights about customers’ pain points so your team can act quickly to address them. By using software to track customer data and customer satisfaction metrics, you can determine what’s going well and replicate those tactics in future customer interactions.

Customer Retention 52

Customer Retention Net Promoter Score Touchpoint CRM 52

Callminer

FEBRUARY 21, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. You could get the same product for a similar price from providers A and B, but Provider B has a higher customer satisfaction rating, so you choose Provider B.

Contact Center 210

Contact Center CRM Technology Technology 210

Totango

FEBRUARY 10, 2021

A customer journey map lays out the stages in your customers’ interactions with your brand, from the time you acquire them as a lead to the time they either become a repeat buyer or decide to end their relationship with you. A similar method is measuring customer satisfaction (CSAT). Customer health scoring .

Customer Retention 84

Customer Retention Customer Journey Map Net Promoter Score Scorecard 84

Totango

FEBRUARY 24, 2021

Customer success tools don’t work in isolation. They analyze and apply data provided by other apps you use when interacting with customers, such as customer relationship management software, marketing platforms, dropbox, aws3, and customer service software. Easy Integration.

Net Promoter Score 71

Net Promoter Score Scorecard Customer Journey Map Customer Relationship Management 71

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. Customer service managers shape the customer service experience at an organization, so…”.

Customer Service 207

Customer Service Start-ups Education Gaming 207