Callminer

FEBRUARY 21, 2018

Most are built for quality monitoring calls only and when a user needs to monitor other customer service channels such as email, live chat and social media they are forced to use a different tool meaning there is no comparison across channels. The latter includes agents’ self-analysis scorecards.

Contact Center 210

Contact Center CRM Technology Technology 210

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Zendesk

MARCH 19, 2021

Social media makes social proof more powerful than ever before, with 79 percent of people in the United States using social media to connect and share their experiences. For example, you can track repeat purchases with loyalty programs and referral posts for your business on social media.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Fonolo

SEPTEMBER 28, 2021

TIP: Develop an interview scorecard based on your company’s needs and use it to rate potential candidates after their interview. Respond to all social media customer complaints within X hours. The higher the score, the more likely they are to be a great fit. Develop and implement a thorough training strategy.

Scorecard 150

Scorecard Start-ups Customer Satisfaction Social Media 150

Lumoa

JANUARY 31, 2023

Ask promoters to leave public feedback: to write a review or share their experience on social media. In many organizations, the best way to ensure wide participation in customer experience improvement is to include a CX metric, such as NPS, and incorporate scorecards and bonus systems.

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

Lumoa

OCTOBER 31, 2018

Jeremy Watkin, Director of Customer Experience at FCR @jtwatkin | blog “Customer experience doesn’t begin with awe and delight as much as we love reading about this on social media. We call it discovery and delivery track – internally we call ourselves the “dual track agency.".

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Hodusoft

DECEMBER 16, 2022

A simple call no longer makes the cut, they expect a business to be responsive on social media, chat, and emails too. With customer scorecards becoming more relevant, companies are employing powerful data analytics solutions to assure customer quality performance.

Technology 52

Technology Technology Omnichannel Social Media 52

ClearAction

APRIL 18, 2015

Propagate thought leadership: blog/wikis/social media are a great way to tap into peers’ expertise. An enterprise social platform can integrate collaborative networking & knowledge management. Good idea to empower all employees to participate in social media with customers: EMC, Intel, Adobe, IBM do.

Customer Experience 96

Customer Experience Social Media Scorecard CX 96

Help Scout

JULY 20, 2021

In an industry where one negative customer experience can have a never-ceasing echo through social media, resolving an issue (and making sure it stays resolved) is more important than ever. Sales scorecards : a rubric that sales teams can use to rate how effective or ineffective specific sales calls were.

Start-ups 145

Start-ups Scorecard Sales Outlook 145

Lumoa

FEBRUARY 20, 2018

Ask promoters to leave public feedback: to write a review or share their experience in social media. In many organizations the best way to ensure a wide participation in customer experience improvement, is to include a CX metric, such as NPS, in corporate scorecards and bonus systems. Shared targets Set targets and incentivize.

Customer Experience 150

Customer Experience NPS Touchpoint Net Promoter Score 150