Responsetek

MAY 7, 2018

How can we uncover customer emotion and the key drivers of satisfaction and advocacy with so few questions? Let’s use an example of a contact center experience. Most leading customer centric organizations are using post call surveys to evaluate their agents. Download eBook. Post Call Survey: 3 Questions.

Survey 40

Survey Contact Center Effort Score eBook 40

Clarabridge

OCTOBER 8, 2015

For example, a customer who calls the contact center is likely to have tried several means of self-support before picking up the phone. A customer who is considering a purchase is likely to have researched products online, asked employees for suggestions, and perhaps written inquiries on communities and forums.

Feedback 40

Feedback Net Promoter Score NPS Effort Score 40

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Comm100

MARCH 28, 2018

Which KPIs you track depend a lot on your service philosophy – while time-based metrics such as handle time and queue length are common to many call centers, other schools of thought say that quality-based metrics like customer satisfaction or customer effort are a better way to track overall quality.

Metrics 115

Metrics Report System Customer Service 115

Stella Connect

APRIL 17, 2018

To help you get started, we’ve compiled a list of 29 customer service training and coaching tips. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization. Coaching Customer Service Agents for Individual Growth. “A

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

SEPTEMBER 22, 2017

Given the changing nature of customer service contacts, consumers’ emotional and financial investment in their travel experiences, and the value travelers place on quick, meaningful resolution, your contact center is teeming with opportunities to create customers for life. Plan for peak call volumes.

Travel 40

Travel Customer Service Contact Center Self Service 40

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Stella Connect

NOVEMBER 7, 2017

Collecting voice of customer data isn’t supposed be a cerebral exercise that serves the C-suite, insights teams, and data scientists. NPS® is a great metric to use for this purpose, since your score reflects the combined efforts of all your teams—marketing, operations, product development, training, web development, customer service, etc.

Data 40

Data Effort Score Contact Center Policies 40

Esteban Kolsky

MARCH 13, 2018

before we get started, I am finishing an eBook that compiles this information in a better format – please register here if you are interested, should be available in the next 2 weeks or so.). Q : How can my business increase customer satisfaction if we are already being consumer-focused and customer-centric?

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

Qualtrics

NOVEMBER 18, 2020

By using customer insights to move the business forward, Volkswagen is achieving incredible results - made even more impressive when set in the context of 2020. Find out how to capture and capitalize on customer insights in our free ebook. Accelerate to WOW.

Groups 32

Groups Management Automotive Ecommerce 32