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

NOVEMBER 20, 2018

In fact, according to NewVoiceMedia’s 2018 report , poor customer service is costing businesses more than $9 billion a year. Why the average customer satisfaction survey doesn’t work. If you’ve ever taken a customer satisfaction survey, odds are it looked something like this: . What do you think about us?

Surveys 102

Surveys CRM Feedback Airlines 102

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

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey.

Surveys 54

Surveys Customer Support B2C CRM 54

aircall

MARCH 23, 2018

For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. In fact, The Best teams ranked “Implementing new tools or technologies” as their number one objective to prioritize in 2018. In 2018, 37% of The Best teams will receive a hiring-budget-increase, compared to just 12% of Everyone Else.

Surveys 86

Surveys CRM Education Metrics 86

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? Power and Associate’s annual customer satisfaction survey , speaking with a customer service rep is the lowest-rated utility customer service channel in terms of customer experience.

Metrics 87

Metrics Contact Center Self service Call Center 87

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

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 78

Surveys B2C B2B Feedback 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

Customer Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Benchmark 71

Benchmark Banking Surveys Customer Experience 71

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

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

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

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. If you’re involved with designing surveys at your company, you’ve probably seen a similar trend.

Surveys 74

Surveys Customer Service B2C Metrics 74

GetFeedback

OCTOBER 3, 2018

Dreamforce 2018 was a blast from start to finish. Next, our team took the stage to talk about the power of surveys + email marketing. We ended the day with a deep-dive into survey distribution. Crystal and Sateja talked customer experience metrics with Brett Frazer from Sun Basket. It was tough to focus.

Surveys 60

Surveys Metrics Customer Experience Marketing 60

Talkdesk

FEBRUARY 16, 2021

Metrigy, an innovative research firm focusing on CX, contact centers and unified communications (UC), recently published survey data collected from 700 companies between August to October 2020 to understand how these companies are thinking about operating their CX teams and systems in a post-COVID world.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

CCNG

JANUARY 4, 2023

One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.” Younger participants in the survey showed more irritation with agents not knowing the answers than older participants. However, we know that many customer needs (and customer types) still require the personal atten­tion of live agents.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ProProfs Blog

DECEMBER 14, 2018

Smart reports & surveys make for the most wonderful part. Gives the company – insights into performance and quality assurance metrics. Not only can business trends be documented and found with a help desk software, like ProProfs Help Desk but other applications or surveys can be implemented. Tweet this. Tweet this.

Surveys 142

Surveys Customer Support Metrics call center software 142

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

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. The Net Promoter Score (NPS) survey is a reliable way to measure customer loyalty.

Customer retention 156

Customer retention B2B Surveys B2C 156

TechSee

DECEMBER 28, 2020

A Salesforce survey indicates that 77% of service professionals say their company views them as customer advocates, 70% of agents say they’ve received training on how to be empathetic with customers, and 77% of agents say their role is more strategic — up from 71% in 2018. Focus on CX and CX metrics.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

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

Customer Experience Matters

JULY 17, 2018

It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric. In January 2018, we surveyed 10,000 U.S. The post 2018 Temkin Emotion Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®. consumers about their experiences with companies.

Metrics 49

Metrics Surveys Feedback Customer Experience 49

CX Global Media

SEPTEMBER 17, 2018

They Leverage Their Data : The best performing contact centers leverage their operational and quality metrics in concert with their customer satisfaction scores and customer comments. When it comes to long-term strategy, that often is contradictory to the approach that is taken with contact center training. Our Society is Losing Empathy.

Contact Center 113

Contact Center Benchmark Surveys Coaching 113

Customer Service Life

AUGUST 22, 2019

To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times. Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically.

Contact Center 107

Contact Center Metrics Surveys Coaching 107

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Where to get it: [link].

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

MAY 14, 2019

We also see it in survey results such as this one from Contact Babel last year. We just received an early copy of a new report, by Ryan Strategic Advisory, that surveyed 491 enterprise executives who had decision-making authority of their company’s contact centers. About the Survey. The data results show impressive growth.

Surveys 57

Surveys Abandon rate Call Center Contact Center 57

ProProfs Blog

DECEMBER 14, 2018

My metric for success can be summed up in one phrase: earn customers for life.” – Mary Barra, Chair and CEO, General Motors. Most companies use traditional channels like email, review websites, forums, web-based support portals, and surveys. You could also include a link to a more in-depth (mobile-friendly) survey. Conclusion.

Feedback 145

Feedback Surveys Analytics Customer Support 145

Callminer

FEBRUARY 27, 2019

Choose a customer survey methodology that aligns with your brand. The type of survey you will ultimately use will be influenced by what it is you’re querying. They usually include reviews, statistical surveying, complaints and mentions from social media. Realize the type of response that your customer craves.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

Customer Experience Matters

JULY 2, 2018

It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric. In January 2018, we surveyed 10,000 U.S. The post 2018 Temkin Effort Ratings: Wegmans Earns Top Spot appeared first on Customer Experience Matters®. consumers about their experiences with companies.

Metrics 45

Metrics Surveys Feedback Customer Experience 45

HGS

JUNE 28, 2018

They range from simple, three-step processes to granular surveys with dozens of variables. Assessing where your organization is at on its BPO journey is a critical first step in understanding the objectives; which processes are ideal targets for outsourcing; and defining qualitative and quantitative metrics for success. Healthcare.

outsourcing 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

SharpenCX

SEPTEMBER 8, 2021

But, one metric steps beyond just measuring satisfaction. NPS, though measured with a survey, looks a little different from CSAT surveys. Your agents are vital to getting those nines and 10s on your NPS surveys. Measure your agent’s satisfaction with surveys and consistent 1:1 conversations. Guaranteed.

Customer advocacy 128

Customer advocacy Contact Center Surveys Coaching 128

Customer Service Life

SEPTEMBER 7, 2018

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it. This is something a quality team would catch that a survey wouldn’t. Click here to read the original.

Quality calibration 99

Quality calibration Calibration Surveys Coaching 99

GetFeedback

MAY 2, 2019

According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. One survey found that 54% of customers will never do business with a company again after a single negative experience. Why your leadership should care about CX.

Surveys 104

Surveys Customer Experience Engineering Enterprise 104

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

Eptica

JULY 25, 2018

Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. Published on: July 25, 2018. However, often these only provide topline data, such as Net Promoter Score or CSAT metrics.

Metrics 50

Metrics Average Handle Time Best practices Surveys 50

Aspect

APRIL 4, 2019

Aspect has changed that with the release of our 2018 Consumer Experience Index Survey , a compilation of attitudes and preferences from over 1,000 US consumers. Our survey found that 72% of consumers would rather interact with a happy agent and have the experience take longer.

Contact Center 81

Contact Center Chatbots Surveys Self service 81