ShepHyken

SEPTEMBER 7, 2023

How to train new CX processes Refining your current CX processes and training your team is crucial for developing a more customer-centric team culture and building a well-oiled machine. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. A dedicated CX leader to guide strategy.

B2C 356

B2C Customer centricity Feedback Upselling 356

ShepHyken

APRIL 6, 2018

The Net Promoter Score is a metric that measures the average likelihood for a customer to refer your business to their friend or family. While such metrics may not always be accurate in determining experience, they do provide a general trend when measured on a continuous basis. NPS tracking.

Customer Experience 296

Customer Experience Metrics Marketing Surveys 296

Beyond Philosophy

JULY 13, 2023

Social media Data support Ticket data Customer satisfaction metrics. The post How to Prevent This Catastrophic Error So Many Are Making With AI appeared first on Beyond Philosophy. There is no mention of customer emotions or behavioral science here. Now let me take a step back. Speak to Colin and find out more. Click here !

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Beyond Philosophy

AUGUST 25, 2022

Companies that are most successful in this area, Triant says, are the ones that implement the technology to track these metrics from the get-go. But, first, decision-makers, and customer experience and brand managers should determine how to put them together. How to Build a Proactive Experience to Gain Growth and Save Costs!

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs.

Metrics 64

Metrics Feedback Analytics Scripts 64

ShepHyken

DECEMBER 25, 2023

He is the author of two books, Multichannel Marketing: Metrics and Methods for On and Offline Success and Customer Experience Analytics. Then, correct and refine, and you will be rewarded.” ” About: Akin Arikan has 20 years of experience in analytics.

Multichannel 246

Multichannel Analytics Feedback Metrics 246

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).

Morale 195

Morale Contact Center CCNG Agent burnout 195

Callminer

DECEMBER 28, 2022

Customer sentiment is a crucial metric for every business. Read this blog to learn more about customer sentiment analysis and how it can help improve customer service, guide agent behavior, and more.

Metrics 182

Metrics Customer Service 182

CCNG

FEBRUARY 10, 2022

Since partnering with Operative Intelligence, which uses AI to analyze their member interactions, Mark has been able to: Identify almost 900 unique contact types including the root cause, volume, cost and sentiment Discover that 31% of these interactions can be completed via self-service and how these can be addressed through the IVR Engage the broader (..)

CCNG 195

CCNG Interactive Voice Response Contact Center Self service 195

ShepHyken

APRIL 2, 2021

But as is the case with other organizations, customer service has its fair share of myths about what customers want, which metrics to track, and how to perform the responsibilities of a front-line agent. Misconception #3: Speed is the most important customer service metric. Combating Common Customer Service Misconceptions.

Customer Service 303

Customer Service Metrics Self service Average Handle Time 303

ShepHyken

JULY 11, 2022

A good first impression is a good place to start, and the author shares how to take that first impression to the next level. Time to Emphasise Real-Time CX Metrics by Ginger Conlon. In other words, It’s essential to understand the “why” behind the metric. My Comment: Here’s another excellent article on CX metrics.

Customer Service 63

Customer Service Average Handle Time Metrics Analytics 63

Lumoa

JANUARY 31, 2023

Recommended reading: Business value and ROI of customer experience: the step-by-step guide How to justify a CX program to your CEO Voice of the customer: where to start? Set a common customer experience metric and target for the organization. The Net Promoter System is a powerful metric for target setting. Why did we choose NPS?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. Okay, maybe not that exciting, but how about very important? What’s the best metric? A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior.

Metrics 402

Metrics Feedback Sales Customer Service 402

ShepHyken

NOVEMBER 19, 2021

In fact, order confirmation emails outperform nearly all other marketing emails when it comes to metrics like open rate, click-throughs, viewing time, and revenue. . The post Guest Post: How to Level-Up Your Email & SMS CX This Holiday Season appeared first on Shep Hyken.

Marketing 230

Marketing Metrics Customer Service Customer Experience 230

ShepHyken

SEPTEMBER 6, 2021

As the author points out, this is really an article about great customer service, and he shares a number of solid tips on how to do so. A Look at Customer Effort Score and How It Can Help Build Better CX by Dom Nicastro. I also smiled at his story about the customer who calls him so much, she refers to him as her boyfriend.

Customer Service 70

Customer Service Best practices Metrics Customer effort 70

ShepHyken

JULY 2, 2019

They discuss his new book, Punk CX , and talk about how to apply punk sensibility to the customer service world. The customer experience is about more than just metrics, and metrics are not always the best way to measure whether or not the experience is a good one. CX is about more than metrics. Listen to your customers.

Surveys 293

Surveys Metrics Customer Service Customer Experience 293

CX Global Media

JANUARY 15, 2019

When you’re referring to agent performance, that can be referenced in numerous and very different categories – attendance, absenteeism, call metrics, sales metrics, customer satisfaction metrics, schedule adherence, utilization, customer satisfaction, tickets closed, first contact resolution, and so much more.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

ShepHyken

AUGUST 12, 2022

Here is how you can reduce customer support tickets and enhance CX: . This will help to match it with the core metrics of the business to figure out the opportunities and challenges for a business to provide a better customer experience. . The post Guest Post: How To Reduce Customer Support Tickets And Enhance CX?

Customer Support 190

Customer Support Self service Journey mapping Wait times 190

Beyond Philosophy

FEBRUARY 10, 2022

Stuart understands the problems that can happen once you have a slew of customer insight but don’t know how to use it for your customer strategy or experience. . For example, North Star Metrics should matter the most, and others would fall under that. Then, each unit can measure metrics from their efforts at those inputs.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

TeleDirect

DECEMBER 22, 2024

Top 10 Metrics to Measure Call Center Success Measuring the success of a call center is essential for understanding its performance, identifying areas for improvement, and delivering exceptional customer experiences. Below is a comprehensive guide to the top 10 metrics that help measure call center success.

Call Center 62

Call Center Metrics Abandon rate Interactive Voice Response 62

Beyond Philosophy

NOVEMBER 9, 2016

This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

CCNG

AUGUST 2, 2023

My first Article is on how to approach a service transformation. How to Embark on a Contact Center Transformation Project How to get onto the right track to deliver exceptional customer experiences, that's the big question. In this article, let's explore these and provide advice on how to avoid them.

Contact Center 195

Contact Center CCNG Best practices Technology 195

Lumoa

FEBRUARY 7, 2023

How do you collect VoC data? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)? How to make customer-centric decisions based on VoC Now that you have your data, how can you put it into a usable format so you can make decisions with it?

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

Callminer

MARCH 2, 2020

Improving a major metric like first call resolution involves carefully keeping track of it and various others to accurately inform your decisions. Once you begin accurately tracking this metric, you can take measured steps towards raising it using the rest of the ideas in this article. Tracking Ideas. Track Customer Satisfaction.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

TechSee

AUGUST 26, 2024

These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. Use call recordings and performance metrics to review service delivery and provide constructive feedback. Agents should know when and how to escalate issues to more experienced staff or technical experts.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Beyond Philosophy

MAY 28, 2020

Sutherland says that if you play by the same rules as everybody else and become obsessed with comparison, you will use the same metrics as your competitors. Sutherland refers to the book Blue Ocean Strategy, which says the point of differentiation is to develop better metrics than your competitors. Apple’s was subjective.

Metrics 371

Metrics Engineering Consulting Consulting 371

Beyond Philosophy

FEBRUARY 6, 2019

There is a scarcity of knowledge on how to do better work in Customer Experience. It requires more than surveys or changing how you answer the phone. Many organizations either do not know how to tie their results to actual numbers or, worse, they have not made tracking their Customer Experience ROI a priority.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

NOVEMBER 15, 2021

Evaluate Your Customer Service Performance with These 10 Essential Metrics by Julie Weishaar. By evaluating relevant key performance indicators (KPIs) or call center metrics, companies can gauge how their customers perceive the support they receive from their organization. These metrics will definitely capture their attention.

Customer Service 200

Customer Service Metrics Call Center Customer Experience 200

Beyond Philosophy

JANUARY 13, 2022

How should companies decide when and who should make the final decision? Finally, Robert asks how to handle firing a customer in the best possible way? The sales team’s compensation and work performance-related metrics are linked to their active accounts. If this is the case, Robert wanted to know how to do it best.

Accountability 195

Accountability Consulting Consulting Sales 195

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. Want to know more about how to do the same? His new metric concept is called Earned Growth Rate.

Airlines 273

Airlines Metrics SaaS Accountability 273