Totango

JANUARY 29, 2021

A customer success playbook is a game plan which lays out the specific procedures you will use to help an individual customer or group of customers achieve their goals. Low NPS from key contacts – review customer account and initiate follow-up. Why Do You Need Playbooks for Customer Success? Escalation.

Scorecard 81

Scorecard NPS Gaming Sales 81

Lumoa

FEBRUARY 6, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. How to overcome those challenges?

CX 129

CX Customer Experience Education Machine Learning 129

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. Also under this umbrella are customer-facing metrics like customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). 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

Lumoa

OCTOBER 31, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. How to overcome those challenges?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

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

A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it. CSAT can be gamed. But when agents are incentivized for good marks from customers they’re more likely to beg customers to complete surveys or find other ways to game the system in their favor.

Customer Satisfaction 97

Customer Satisfaction Contact Center Scorecard Customer Feedback 97