BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. How can you quantify how customers feel about your brand? When it comes to customer happiness, you have to focus on quality over speed. Self-Service Metrics. How do you measure it?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. If you are interested in learning about any of these reports or research, a speech or webinar on any of these or related topics, please reach out to me here ! DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research.

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

GlowTouch

DECEMBER 10, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Customer Service Trends for 2021. Did you know… that one of the fastest-growing career fields is Customer Success Manager? Why does this matter? Otherwise, fast resolution of issues in real-time has a bottom-line.

Trends 52

Trends Customer Service Self Service Contact Center 52

SmartKarrot

DECEMBER 18, 2020

Not only that, they are also helpful in reducing the manpower required for the customer care. Research shows that chatbots are able to save more than $8 bn in the customer care costs for the companies by the year 2022. #3 3 Proactive customer engagement is going to be the top priority for the year 2021.

Trends 10

Trends Self Service Customer Service Net Promoter Score 10

SmartKarrot

DECEMBER 18, 2020

Not only that, they are also helpful in reducing the manpower required for the customer care. Research shows that chatbots are able to save more than $8 bn in the customer care costs for the companies by the year 2022. #3 3 Proactive customer engagement is going to be the top priority for the year 2021.

Trends 10

Trends Self Service Customer Service Net Promoter Score 10

Kustomer

OCTOBER 29, 2020

Matt and Gabe discuss the five ways to create a customer obsessed CX team: personalization, an effortless experience , adoption of self-service, being on the channel of choice (COC), and being in real time, 24/7. A customer obsessed brand starts with personalization. It is absolutely required.

Self Service 52

Self Service Brands Omni-Channel Loyalty 52