ShepHyken

AUGUST 27, 2018

Now, customer experience (CX) is the metric that counts in the eyes of the consumer. The post 5 Top Customer Service Articles for the Week of August 27, 2018 appeared first on Shep Hyken. (Forbes) In the past, customers could compare a company’s products or services against another’s — apples to apples.

Customer Service 149

Customer Service Advertising Metrics Customer Experience 149

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? That’s what we asked each of them: How do you see the future of customer experience??

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. Before diving into the value of each metric, it’s important to go over the basics. .

Metrics 111

Metrics Surveys Feedback Customer effort 111

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. To our customer however this metric becomes ‘Sucks Less’ – the better the Call Center Service Level the less the service being realized sucks. This post was published in 2011 and updates in 2018.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. For 2018 what is your strategy for gauging customer satisfaction by listening to and monitoring your customer voice? Have a plan for customer service training on customer conflict response and proactive conflict avoidance in 2018.

Customer Service 94

Customer Service Customer effort Call Center Self service 94

Fonolo

NOVEMBER 29, 2017

Here are trends for 2018 that are sure to shake up the industry. Companies have come to realize that the customer experience has a direct effect on loyalty and, accordingly, the trend is expected to continue in and beyond 2018. This is a challenge for companies today and it will only get tougher in 2018.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. ” – 30 Call Center Statistics and 10 Metrics To Track In 2019 , Time Doctor; Twitter: @manageyourtime. Better Agent Performance.

Call Center 207

Call Center outsourcing Contact Center Finance 207

aircall

APRIL 10, 2018

Top tracked metrics. The post Aircall’s 2018 Customer Support Strategy Survey (Full Report) appeared first on Customer Experience & Cloud Call Center | Aircall Blog. The report reflects the experiences and opinions of 475 U.S. respondents from a wide array of organizations. Most used channels. Employee development plans.

Surveys 84

Surveys Customer Support Call Center Metrics 84

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. At its most basic, a survey is any set of questions you ask your customers and invite them to respond. Social Media.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. For 2018 what is your strategy for gauging customer satisfaction by listening to and monitoring your customer voice? Have a plan for customer service training on customer conflict response and proactive conflict avoidance in 2018.

Customer Service 81

Customer Service Customer effort Call Center Self service 81

CX Accelerator

JANUARY 10, 2018

Happy 2018, folks! We can become wholly focused on things like quality scores, metrics, and new technology (all of which are extremely important), but annual goals should help you get out of the day-to-day way of thinking and practice continual improvement. Ready or not, the new year is here. Share it in the comments below!

Customer Service 159

Customer Service Coaching Self service Quality management 159

Beyond Philosophy

NOVEMBER 27, 2020

Experts estimate that anywhere from 50 to 80 percent of digital transformation projects failed in 2018. While there have been improvements in common metrics this year, the movements have not been significant. These projects came with a collective price tag of around $900 billion.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

SaaS 74

SaaS Finance Metrics Upselling 74

Fonolo

AUGUST 22, 2019

For example, in 2018, British Gas announced the loss of 340,000 customers and a 20% drop in profits. What metrics should you measure, though? There are a whole number of self-service metrics your utility contact center should be tracking. The customer satisfaction score, or CSAT, is a time-tested metric.

Metrics 87

Metrics Contact Center Self service Call Center 87

Aspect

MARCH 21, 2018

So if you’re struggling to figure out why your customers seem so frustrated, maybe you need to look up from the metrics and KPIs for a minute and simply ask them. To learn more about how you can keep your customers smiling in 2018, click here. Your customers know best. In fact, success is right on the horizon.

Contact Center 78

Contact Center contact center solutions Interactive Voice Response Coaching 78

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. I think we can agree that CSAT (or NPS or Customer Effort) are clearly customer experience metrics because customers are responding to those surveys based on their experience. In the modern contact center, these ARE customer experience metrics.

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Metrics that don’t support these outcomes are losing their power while measures of attitude and interest are rising.

Engineering 74

Engineering Metrics Employee engagement Technology 74

Callminer

APRIL 20, 2018

According to Aberdeen , CX executives increasingly are focusing on four process trends that extend beyond 2018: Customer journey mapping – Customers interact with companies and contact centers using a variety of methods and channels. Augmented intelligence – Not even today’s AI systems are sophisticated to handle complex customer needs.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Customer Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.

Benchmark 71

Benchmark Banking Surveys Customer Experience 71

Customer Experience Matters

JULY 25, 2018

The post Collage of 2018 Customer Experience Infographics (So Far) appeared first on Customer Experience Matters®. The post Collage of 2018 Customer Experience Infographics (So Far) appeared first on Customer Experience Matters®.

Customer Experience 60

Customer Experience Customer centricity Employee engagement Metrics 60

SharpenCX

NOVEMBER 12, 2019

In fact, she skipped over the playbook of call center metrics best practices entirely. And because of that lack of focus on real customer outcomes, it was pie-gate 2018. Metrics can be overwhelming. Here are five ways to measure it (and the breakdown on five other confusing metrics). Customer happiness plummeted.

Metrics 64

Metrics Best practices Call Center Surveys 64

GetFeedback

OCTOBER 3, 2018

Dreamforce 2018 was a blast from start to finish. Crystal and Sateja talked customer experience metrics with Brett Frazer from Sun Basket. The post A Look Back at Dreamforce 2018 appeared first on GetFeedback Blog. Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration. The countdown has begun.

Surveys 60

Surveys Metrics Customer Experience Marketing 60

AskNicely

AUGUST 29, 2018

Getting the most value out of your NPS program is more about first having a winning process , which then unlocks those optimal metrics. Traditionally, NPS was viewed as a boardroom-only metric. The post NPS Benchmarks for 2018: How Do You Compare? Adoption of NPS. How are they taking action on feedback to get results?

Benchmark 60

Benchmark Best practices industry standards Customer centricity 60

SharpenCX

OCTOBER 27, 2021

Centricity is a new home warranty provider and leader in insurance services that’s been a customer of ours since 2018. They worked with Sharpen’s Data Science Team to focus on metrics agents could actually impact, like Active Contact Resolution instead of First Call Resolution. . Now, agent bonus structures factor in ACR.

Analytics 128

Analytics Coaching Contact Center First call resolution 128

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience. Self-Service for Timeless Customer Support .

Customer Experience 167

Customer Experience Scripts Self service outsourcing 167

360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? There is No Perfect Metric. Leaders have spent years banging the drum for one metric or another as the perfect way to track customer experience. Are you following these 5 critical customer experience trends?

Banking 124

Banking Metrics Big data Consulting 124

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Let's explore the metrics, processes, and culture capable of fostering both happy customers and happy employees. Metrics I have an easy formula for you. Not at all.

Journey mapping 140

Journey mapping Metrics Surveys Employee engagement 140

Fonolo

JUNE 9, 2020

Metrics for Evaluating Contact Center Agent Performance. Most commonly used in call centers, this metric can help you gain insights on the responsiveness and efficiency of your agents. This metric is a great way to track how efficiently your agents are managing their time at work. Where should you begin? Occupancy Rate.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Customer Experience Matters

JUNE 4, 2018

The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

Customer Experience 61

Customer Experience Benchmark Metrics 61

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this. Episode Management.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

Talkdesk

FEBRUARY 16, 2021

More than 70% (71.6%) of participants in Metrigy’s research indicate they plan on using AI in their customer experience initiatives—this is up from less than half (44.6%) of respondents in 2018. You rely on outdated analytics and business success metrics.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

NICE inContact

JANUARY 11, 2019

In December 2018, Lauren Maschio, Product Marketing Manager, Quality Management at NICE, tackled the question of what impact omnichannel and AI are having on quality management. Data from the recently published NICE inContact 2018 CX Transformation Benchmark Study offers up-to-the-minute insights.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

HGS

JUNE 28, 2018

Service and governance models have been clearly defined for what work is done internally vs. externally with the partner; benchmarks and metrics are measured regularly, reported and assessed; and new ideas and innovate initiatives are driven by the BPO partner that uncovers many new ways of delivering strategic value at a sustained level.

outsourcing 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

Help Scout

MAY 14, 2021

Brain.fm’s switch to Help Scout in 2018 has helped actualize Brain.fm’s user-first mindset with easy reporting on customer support metrics, tracking and cataloging of common issues, and generating great social proof from positive support experiences. Our number one core value is user first. Using reports, Brain.fm

Benchmark 111

Benchmark Metrics Customer Support Customer Service 111

Amity

JANUARY 8, 2018

Don’t repeat these mistakes in 2018. Customers are more than numbers, more than a metric, they are the lifeline that powers your organization. Here is where I should tell you to start off 2018 strong, go write those goals down and get hopping. What do they all have in common? Why couldn’t you make them successful?

Morale 100

Morale Metrics Feedback Sales 100

Fonolo

JANUARY 18, 2018

Three years ago Gartner reported that by 2018, more than 50% of organizations would implement significant changes in their efforts to improve the customer experience. Here’s Fonolo’s 4 th annual list of Top Analysts Covering the Customer Experience for 2018! White Paper: 9 Critical Contact Center Trends for 2018. My thoughts?

Customer Experience 0

Customer Experience Contact Center Metrics Feedback 0