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Live Chat Benchmark Data 2021

Comm100

How did agent and customer experience change, and what does this mean for 2021? Read on for the key takeaways from the 2021 live chat benchmark report, then download the full report below for free with access to hundreds of data points, including the trends from 2020 and predictions for 2021. Download Now. Download Now.

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5 Top Customer Service Articles of the Week 5-31-2021

ShepHyken

4 Ways To Improve Your Customer Effort Score by Scott Clark. CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. Which one do I hate most?

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AI in Call Centers: Top innovations for 2021

TechSee

According to a 2021 survey, 65% of U.S. Using these bots to automate answers to basic customer questions lowers incoming call volumes and has been shown to decrease the average agent handle time (AHT) by 10% or more while improving CSAT scores and freeing up agents to focus on more complex inquiries. .

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3 New Findings From State of the Customer Journey 2021

Kitewheel

In the State of the Customer Journey 2021, we’ve taken a closer look at our data from the previous year to uncover the trends that will most impact businesses this year. Here are three trends and takeaways that you’ll want to look out for in 2021. Brands have doubled down on these efforts in the past year.

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21 Tips for 2021 Customer Experience Excellence

ClearAction

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Interestingly, like the list above, the answer to customer experience excellence in 2021 is to revisit the basics: they’re long overdue! Clearly, the above list of 2021 mandates is the responsibility of everyone in your company’s ecosystem, no exceptions.

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6 Ways to Boost CX in 2021

Oracle

With the new year just days away, it’s a good time to consider the best ways to boost customer experience in 2021. If you currently measure Net Promoter Score (NPS), add on more questions that help dig into why people would or would not recommend your brand, says Stacy Sherman, founder of Doing CX Right. Do your research.

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Turn NPS Passives into Promoters: Top 5 Ways in 2021

SurveySparrow

One main reason is you do not include passive customers while calculating the NPS score. And since they’re focused on the score itself, it’s easy to ignore this customer segment. What is Net Promoter Score? NPS Scoring System Explained. Passives (score 7 or 8). Detractors (score 0 to 6). Let’s dive in.

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