Helpware

JULY 14, 2017

Publish Your Customer Service Reports. At the end of every month you receive metrics regarding your customer support. This should not only include customer satisfaction surveys, but numbers such as how many new e-mail conversations were started, average customer wait time and e-mail response time.

Customer Service 40

Customer Service e-support Customer Service Representative Video 40

Service Untitled

APRIL 2, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Track Contact Volume Douglas April 02, 2009 Behind the Scenes , Customer Service No Comments How carefully do you track contact volume? Some useful contact volume metrics to track are: The number of phone calls, live chats, emails, etc.

Metrics 40

Metrics Exercises CRM Resources 40

Service Untitled

MARCH 16, 2009

Service Untitled The blog about customer service and the customer service experience. Customer service statisticians have found that solving an issue during the first contact (as opposed to over the course of two, three, or more contacts) saves time, money, and increases customer satisfaction in the long run.

First Call Resolution 42

First Call Resolution Customer Satisfaction Course Exercises 42

Service Untitled

JUNE 4, 2009

Service Untitled The blog about customer service and the customer service experience. These are all metrics the company tracks internally and can easily compare to how they’re doing. Call your competitors and test their service.

Exercises 40

Exercises Resources Call Center CRM 40

Service Untitled

OCTOBER 21, 2009

Service Untitled The blog about customer service and the customer service experience. 4 Responses to “Call Abandonment Basics&# Justin said: Oct 22, 09 at 8:42 am I agree that abandonment can be a very tricky, yet valuable metric. You can leave a response , or trackback from your own site. for October as I write this!).

Abandon Rate 40

Abandon Rate Self Service e-support System 40

Esteban Kolsky

APRIL 22, 2015

The year was 2009 – eons ago in today’s fast paced world. Later, we began to accumulate transactional data from CRM and similar systems, and we sought to learn about our customers by using analytical CRM in all this transactional data.

Analytics 60

Analytics CRM Loyalty Resources 60

Clarabridge

MARCH 2, 2017

Are you measuring for your benefit or are you genuinely looking for ways to stay ahead by improving the customer experience? If you do want to put customers first, you need to think like your customers. Do you understand how your customers measure you? Some companies use metrics creatively. Measurement Motivation.

Measurement 49

Measurement Effort Score Net Promoter Score Social Media 49