ShepHyken
APRIL 26, 2021
9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. One of the main points is that customer service is becoming the face of a brand.
ShepHyken
OCTOBER 11, 2021
4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021. by Brandi Marcene.
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Stella Connect
NOVEMBER 29, 2021
. #2: Agent knowledge about products and services. #3: 4: Personalized communication and resolution. #5: Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. 2: Increasing First-Call Resolution Rate . Optimizing customer service training programs and performance.
Stella Connect
DECEMBER 15, 2021
According to our research, 40% of US and UK consumers say they will share customer feedback about their bad customer service experience online, and nearly half (49%) of American and British consumers say they will tell their friends and family to stop buying from a given brand after a negative experience. .
ViiBE Blog
AUGUST 27, 2021
Customer experience. August 27, 2021. These include Customer effort score (CES) , customer satisfaction (CSAT), as well as customer service KPIs like Net Promoter Score (NPS) and first call resolution (FCR). 27 August 2021. 26 August 2021. 25 August 2021. ViiBE Blog.
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