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Top 5 Customer Service & CX Articles for Week of January 26, 2025

ShepHyken

My Comment: Of course there are more than three things that will set your customer service apart from others, but these three are a good start for just about any company. The author shares more detail behind these three excellent strategies/tactics: 1) Proactive Outreach, 2) Immediate Response, and 3) Personalized Experiences.

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2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

Callminer

To get the most out of this metric, use it to inform budgeting and infrastructure-related decisions as opposed to using it for agent benchmarking purposes. The ideal outcome for any call center agent in dealing with a customer is to efficiently resolve their concerns over the course of a single call. Customer Effort Score.

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Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

It requires more than surveys or changing how you answer the phone. Take courses, find software, and talk to other experts. For example, the companies with the best ROI and results to show in Thompson’s survey took a more comprehensive and thorough approach to journey mapping. Recommendation #2: Make your business case.

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How to Establish a Net Promoter Score Benchmark for Your Call Center

Fonolo

The best strategy is to use a combination of data reports and benchmarking to ensure your findings reflect “the big picture” Creating a Customer Service Strategy That Drives Business Growth. Of course, it’s not the only metric you should use to build your strategy. How to Establish a Net Promoter Score Benchmark.

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How to Establish a Net Promoter Score Benchmark for Your Call Center

Fonolo

The best strategy is to use a combination of data reports and benchmarking to ensure your findings reflect “the big picture” Creating a Customer Service Strategy That Drives Business Growth. Of course, it’s not the only metric you should use to build your strategy. How to Establish a Net Promoter Score Benchmark.

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Q&A recap: crash course in Customer Success and SaaS metrics with Dave Kellogg

ChurnZero

I would look at NPS in an annual NPS survey by buyer role. I could imagine doing a forecast off the surveys where you use the intent-to-renew survey to say, “We think your book of business at renewal is worth this, go beat that.” This question refers to survey results from KeyBanc Capital Markets.

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What is a good survey response rate for online customer surveys?

delighted

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?

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