Stella Connect

OCTOBER 26, 2021

Call center performance management has, for many brands, changed little over the years. As a result, the common story of the contact center is one of burnout and attrition. Reinventing Your Call Center Performance Management Program. Reinventing Your Call Center Performance Management Program.

Call Center 52

Call Center Management Contact Center Effort Score 52

Thematic

MARCH 29, 2020

Panels give you access to people who fit your pre-defined characteristics. Contact centers, support & complaints. Today when customers need help, they have many options: Call a help line or a call center, Use a live chat or a bot on your website, Raise a support ticket, Email or tweet a complaint.

Feedback 111

Feedback How To Analysis e-support 111

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. History really does repeat itself, but only to the extent we don’t learn from our mistakes.

Customer Centricity 52

Customer Centricity Advertising Culture Technology 52

CustomerSuccessBox

OCTOBER 26, 2021

Defining the CS Ops role (is it really just operations?). Oversees reporting and metrics tracking. In case ,your CSMs are always engaged with customers-acquiring, retaining, and growing them- without the time to look into other vital matters. However, it can be a daunting task, especially if you’re just getting started.

Customer Success 52

Customer Success Analytics System Customers 52

ProProfs Chat

NOVEMBER 9, 2021

Therefore, tools and methods used to measure customer satisfaction should be defined carefully, and we are here to help. Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. What do want to achieve via customer satisfaction metrics? .

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

Totango

MARCH 19, 2019

If your customers aren’t using your product, then they’re not really your customers. Whether you aim for 80% of licenses within an account to become active daily users or for an individual to use a specific feature on at least 8 unique occasions over 2 weeks, how you define adoption will govern the accuracy of your adoption rate calculations.

How To 54

How To Metrics Customer Journeys Customer Success 54

Pointillist

MARCH 20, 2020

Customer Journey Analytics Example #1: Increase Operational Efficiency and Cost Savings Efficiently delivering services and experiences to customers is a defining challenge for enterprises today. After service is disconnected, a high volume of customers contact the call center about the disconnect.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Esteban Kolsky

MARCH 13, 2018

After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience. I did not write a blog after that one, there were no questions that were offered (even if there were more people in the second than in the first one).

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

ClientSuccess

JUNE 11, 2019

Trusted Advisor – Role requires deep domain expertise and becoming a subject matter expert. If you live in a remote location suggest a telephone call. You really want to know “What does Customer Success look like in your company?” , “How much influence does Customer Success have?” Searching for the Right Job.

Customer Success 40

Customer Success How To Software Customers 40

Service Untitled

OCTOBER 21, 2009

Service Untitled The blog about customer service and the customer service experience. How exactly the call abandonment rate is defined varies from company to company and from phone system to phone system, but in general, the inbound call abandonment rate tracks the number of people who hang up before they start talking to an employee.

Abandon Rate 40

Abandon Rate Self Service e-support System 40

delighted

SEPTEMBER 20, 2019

Therefore, although related, we’ll explore the differences between these two concepts and how successfully implementing today’s approaches to both customer service and customer experience matters to your business. This takes us to our next point and a more thorough look at the proactive attributes that define the modern customer experience.

Self Service 45

Self Service Customer Experience Customer Service Net Promoter Score 45

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. In an extremely competitive world where customers demand a personalized experience, really knowing and understanding your customers is so crucial. Then, h ow do you use VOC data to drive change in your organization?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Pointillist

JUNE 15, 2018

In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve customer retention. Why Customer Retention Matters. It would be easy to define and measure if we relied on the customer to indicate they are no longer a customer.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Pointillist

JULY 25, 2018

Define the Project Scope Start a customer journey analytics project by specifying its scope and scale. Defining the scope of a customer journey analytics project involves setting basic parameters around its size, complexity, goals, and function. Learning how to choose the best customer journey analytics platform is just the start.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Congratulations to this year’s winners: Confirmit. Clarabridge. NICE Systems. Rant & Rave. ResponseTek. Nominees are rated based on their capabilities, results, and client feedback. Confirmit. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Currency Alliance

FEBRUARY 26, 2019

Many bells and whistles added in recent years are actually a distraction for customers – yet many cheerleaders in the industry blindly call it innovation. How can we call that success? There are many methodologies for defining or re-evaluating strategy, so choose your preferred approach. Set clear objectives.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

CXApp

JUNE 5, 2018

Something called emotional loyalty now takes center stage, and its fueled by seemingly endless or continuous experiences. It’s also been called other things, looked like other things, and even been talked about as is. You must remember that there is really no device favoritism among consumers. Well, it’s simple really.

Trends 40

Trends Strategy Multi-Channel e-support 40

CXApp

JUNE 5, 2018

Something called emotional loyalty now takes center stage, and its fueled by seemingly endless or continuous experiences. It’s also been called other things, looked like other things, and even been talked about as is. You must remember that there is really no device favoritism among consumers. Well, it’s simple really.

Trends 40

Trends Strategy Multi-Channel e-support 40

Bold360

NOVEMBER 21, 2016

Dubbed “The Year of the Customer” by thought leaders and analysts back in Q1, 2016 is the year in which businesses are learning valuable lessons about the importance of placing the customer at the center of marketing, onboarding, and ongoing customer support processes. Greg Dewald. Ben Thompson. Chloe Thomas. Alexander Konanykhin.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Pointillist

APRIL 17, 2019

These range from data quality problems, data governance issues, data ownership barriers, customer identity matching and data schema incompatibilities, as well as the duplication of data across sources. Today, the number of customer data analytics tools are overwhelming. There are hundreds of software vendors that address some or all of these needs.

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

Bold360

DECEMBER 1, 2016

CX software aids companies in offering more personalized experiences and more accessible customer service through self-service functionality and rich support portals that grow and evolve with the business to adapt readily to customers’ needs, helps to reduce lengthy wait times when customers contact call centers, and much more.

Software 40

Software Customer Experience Company CRM 40

Grade.us

APRIL 2, 2019

The Pew Research Center found 72 percent of Americans owned a smartphone. Updated 4/2/2019 - 37 more general and industry-specific email templates for requesting online reviews. What's the best way to ask for a review? Common advice states that you ask for what you want directly. It's good, solid advice and most of the time, it works.

Automotive 42

Automotive Hospitality Healthcare Feedback 42

Michel Falcon Experience

MARCH 12, 2019

Do you feel like it’s good, but it really needs to get great year over year? And then we’re going to evaluate customer wants and needs and why it’s so difficult to really understand what your customers need to build an experience that they’ve never seen before. Are you content with your customer experience?

Culture 12

Culture Employee Engagement Company Engagement 12

ChurnZero

NOVEMBER 2, 2018

Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. Promoters are business builders, defined by a few key characteristics. You can think of it as a numerical value that indicates how loyal your customers are.

NPS 95

NPS Net Promoter Score Effort Score Customer Journeys 95