CSM Magazine

JANUARY 2, 2025

Active Listening Workshops : Empathy begins with listening. Offer workshops that focus on active listening techniquesthings like reflecting back what a customer says and avoiding interruptions. Customers who feel understood are more likely to trust the information provided, leading to quicker resolution.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

360Connext

FEBRUARY 9, 2021

Strategic communication around CX foundations – defining the customer experience for your organization and how each employee plays a role. Workshops and training for both employees in general and for specific groups. Employee experience (EX) is in step with customer experience.

Customer Experience 133

Customer Experience Sales Journey mapping Metrics 133

Lumoa

APRIL 24, 2018

As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. I would NEVER rely on NPS as the only measurement of customer perception." Sue Duris Customer Experience and Digital Marketing Consultant.

Consulting 126

Consulting Consulting Metrics Feedback 126

Calabrio

MARCH 5, 2025

VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training. Use predictive analytics Why not anticipate future customer needs, preferences, and behavior if you can? Discover what performance coaching is and why your CX team could use it.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

ConvergeOne

JULY 19, 2022

The initial implementation, as well as change and customization effort, is cumbersome and time-consuming. We can help you avoid becoming one of those companies by outlining a modernization roadmap to success that aligns with your custom business objectives. The spend for these projects is significant.

Interactive Voice Response 70

Interactive Voice Response Call flow Self service Best practices 70

TechSee

AUGUST 26, 2024

Regular training sessions, simulations, and workshops can keep agents updated with the latest industry trends and best practices, ensuring they are well-prepared to handle any customer issue. This means resolving customer issues in the first call whenever possible, which significantly reduces customer effort and increases satisfaction.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

CSM Practice

SEPTEMBER 15, 2019

The non-monetized value is maximized for improved all-around customer experience with your company. The CES index (Customer Effort Score) measures this value by asking customers how easy it was for them to work with you. This metric should be used to evaluate all your departments and not just the customer success team.

Accountability 45

Accountability Consulting Consulting Upselling 45

GetFeedback

JULY 19, 2019

Multiply by 100 to see the percentage of satisfied customers. Such as: (Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customers. Customer Effort Score (CES) . How much effort did it take for your customer to work with you?

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Russel Lolacher

JANUARY 12, 2021

A few years ago, I was attending a cross-organizational workshop that was meant to help foster different ways of thinking from leadership, specifically around innovation and future planning. Reduce customer effort rather than making the experience convoluted and confusing. Actions are prioritized as much as words.

Employee engagement 59

Employee engagement Education Consulting Consulting 59

REVE Chat Blog

NOVEMBER 21, 2019

In such scenarios, you can wisely use the live customer engagement tools like co-browsing, video and voice chat to deliver real time assistance to your customers. Instead, keep the webinar informative with tutorials, training, or workshops. #9. How to use live engagement tools for generating leads?

B2B 77

B2B Best practices Sales Education 77

ClearAction

DECEMBER 5, 2023

Likewise, for financial growth from customer experience (CX), it’s best to focus on these 4 CX metrics: CX-inspired growth CX-inspired performance CX-inspired strategies CX-inspired efficiencies These 4 metrics synchronize your value proposition and what customers get. This basic rule is true for every human relationship.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

360Connext

FEBRUARY 9, 2021

Strategic communication around CX foundations – defining the customer experience for your organization and how each employee plays a role. Workshops and training for both employees in general and for specific groups. Employee experience (EX) is in step with customer experience.

Customer Experience 72

Customer Experience Sales Journey mapping Metrics 72

ClearAction

AUGUST 6, 2019

In addition to studying these customer insight sources singularly, patterns are researched in how the customer insight sources correlate to one another. For example, do churn customers have a low NPS or high customer effort score? Customer Effort Score: how easy is it for customers to get started with the company.

Marketing 48

Marketing Journey mapping Customer centricity Best practices 48

ConvergeOne

JULY 19, 2022

The initial implementation, as well as change and customization effort, is cumbersome and time-consuming. We can help you avoid becoming one of those companies by outlining a modernization roadmap to success that aligns with your custom business objectives. The spend for these projects is significant.

Interactive Voice Response 40

Interactive Voice Response Call flow Self service Best practices 40

NobelBiz

JUNE 19, 2023

Key Best Practices in Call Center Monitoring Here, we delve into the must-have protocols and best practices for call center monitoring: Regular Training & Coaching: Frequent coaching sessions and workshops ensure your agents stay updated with product knowledge and customer service skills.

Call Center 52

Call Center Coaching Contact Center Metrics 52

delighted

SEPTEMBER 20, 2019

Reliability and consistency of customer support for both the buying process and post purchase. Perks about relevant happenings, workshops, the latest trends, and special offers. Customer loyalty rewards. Addressing customer feedback and managing your reputation. Let’s start with a Customer Effort Score (CES) survey.

Customer Experience 45

Customer Experience Customer Service Surveys Self service 45

SmartKarrot

MARCH 4, 2021

Important Skills Required for a Customer Onboarding Specialist. Onboarding is when customers get the value from the product. To make sure customers get the value early, the focus should be on reducing customer effort and ensuring a smooth experience. Empathy will ensure customers are happy and understand success.

Education 19

Education Best practices Accountability Upselling 19

SmartKarrot

MAY 28, 2021

First learn how customer is currently solving the problem. Once that is known, offer workshops that engage them on your service. You can make it easier, cost effective, and improve customer experience. Once this is done, you can evaluate customer experience. The key ways to evaluate customer experience include-.

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

MAY 6, 2022

Evaluating the effectiveness of a customer journey map is key to measuring the overall customer success. At the same time, it is also advised to have a customer effort score to understand the level of difficulty/ease for the customer to follow a step.

Journey mapping 10

Journey mapping B2B B2C Advertising 10

ShepHyken

JULY 24, 2023

According to Temkin Group, only 13% of customers who experience poor CX will do business again with the same company. Understanding your customer effort scores and feedback is crucial to creating an experience that’s easy and convenient. My Comment: How hard do you make it to do business with? Connect with Shep on LinkedIn.

Customer Service 31

Customer Service B2B B2C Sales 31

Interaction Metrics

APRIL 10, 2025

They’re commonly used at events, workshops, or training sessions to capture feedback from survey respondents on-site. Customers use them to quickly provide feedback before leaving, which lets you capture real-time customer sentiment. Customer Effort Score (CES) Surveys CES surveys ask, How easy was that?

Surveys 48

Surveys Feedback Metrics Healthcare 48

NobelBiz

AUGUST 28, 2023

But here’s a more comprehensive list: Consistent customer experiences across all channels. Unified customer data for personalized interactions. Reduced customer effort and improved satisfaction. Improved customer loyalty and retention. Check out our free, on-demand Contact Center Gamification Workshop.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Customer Centric Support

FEBRUARY 13, 2017

Two years ago, I would have been in the same state of mind – but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer Service Vision Statement a chance. It was an ICMI workshop by the one and only Jeff Toister that first turned me on to the concept of a Customer Service Vision.

Customer Service 67

Customer Service Customer centricity Coaching Contact Center 67

Enghouse Interactive

SEPTEMBER 23, 2020

Of the three components making up a customer experience, considerable progress has been made regarding success/outcomes and reducing customer effort getting there. How customers feel. These include conference chairing, keynotes, webinars, whitepapers, workshops, consulting and mentoring.

Consulting 67

Consulting Consulting Customer Experience Management 67