Execs In The Know

JANUARY 8, 2023

The goal isn’t to just hit a number on a scorecard. By staying updated with these latest outsourcing trends and developments, you can get deeper insights into managing your resources and staying in the game in the year ahead. Exceptional customer service is an investment, and brands that care truly respect it.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

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. 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

5 Comparisons of the 2 Models (Coaching, Scorecard, Defining the Field of Play, Specifying Roles & Rules, Aligning Systems & Data) A) Better Coaching Problems discussed in the 2024 CX conference: — “No single ‘throat to choke’ accountable for the many points of failure, friction, leakage.”

Sports 62

Sports CX Scorecard Touchpoint 62

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

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. What is Matthew most passionate about?

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. What is Matthew most passionate about?

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. Brutal head-to-head competition in areas you might not otherwise compete. Buying sales isn’t bad.

Sales 156

Sales Non-Profits Start-ups Scorecard 156

Callminer

SEPTEMBER 5, 2017

Focus on the game, not the score… ”. Your customer does not care what you get on your internal scorecard. Karin Hurt, Founder of Let’s Grow Leaders , helps leaders around the world achieve breakthrough results, without losing their soul.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Totango

JULY 30, 2021

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. CS automation is crucial to preventing churn and ensuring growth opportunities are recognized and acted upon.

Scorecard 74

Scorecard Start-ups Gaming Customer Retention 74

PeopleMetrics

OCTOBER 25, 2017

Whether you’re an advanced scorecard-driven enterprise or just beginning to think about CX, the most important thing to do is to start actively listening and measuring your customers’ feedback. Warm ups are over, it’s game time. What gets measured gets done. Time to set new customer experience goals. Don’t live in the gap.

CEM 122

CEM Customer Experience VOC Scorecard 122