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Top 5 Customer Service & CX Articles for Week of September 16, 2024

ShepHyken

Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training. But what do you do when your teams plateau on their best quality scores?

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Create Your CX Charter with These 6 Questions

Experience Investigators by 360Connext

How Can We Prioritize CX efforts? Ultimately, your CX team is there to help with overall governance and prioritization for your CX efforts. These might include simple objectives like “reduce customer wait times by 25%” or they might include broader goals like “reduce customer effort throughout the customer onboarding process.”

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Loyalty Magazine Awards 2018: Tales of the (Mostly) Expected?

Currency Alliance

That’s been my feeling as I mull over this year’s Loyalty Magazine Awards, where Currency Alliance was proud to be Prime Sponsor. In the attention economy, the mind of the modern consumer is hardwired for instant gratification – often at zero effort. However much you think you know about a topic, some things will still surprise you.

Loyalty 45
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{Guest Post} How Employee Engagement Impacts Your Company’s Performance and Results

Michelli Experience

The Society for Human Resource Management ( SHRM ) states that employee engagement is “the connection and commitment employees exhibit toward an organization, leading to higher levels of productive work behaviors.” In a Forbes article, contributor Kevin Kruse writes that engaged employees contribute “discretionary efforts.”.

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How to Turn Reactive Customer Experience into Proactive CX

Experience Investigators by 360Connext

” or “Looks like our Net Promoter Score took a tumble.” Well, customer journey mapping requires a lot of effort to build from scratch. CX leaders need to connect with Customer Service to hear directly from customers, understand the trends agents are seeing, and provide proactive solutions for customer complaints.

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Driving Digital Engagement: The Impact of CX Software on Customer Interactions

CSM Magazine

In today’s business world, companies are always looking for ways to stay ahead and improve how they connect with customers. This tool can make a difference in how businesses engage with customers and build connections. One effective strategy that is gaining popularity is using Customer Experience (CX) software.

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5 Must-Have Features in Customer Support Dashboards

CSM Magazine

A robust dashboard is your North Star, keeping your efforts aligned and efficient. This feature grants you the ability to see emerging trends as they happen – customer queries spike, resolution times stretch or shrink, and satisfaction scores fluctuate. Consider this: What makes a dashboard not just adequate, but outstanding?