Beyond Philosophy

JULY 13, 2023

I mention the Flat Earth theory because, in another podcast, we talk about how our biases influence AI. Imagine that the person feeding all the information into the AI is a Flat Earther. How might that worldview influence what comes out of the machine? Social media Data support Ticket data Customer satisfaction metrics.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Callminer

AUGUST 23, 2018

Collecting cross-channel metrics makes it possible for contact centers to: Uncover User Experience Issues. Once you collect specific information, your contact center agents are better equipped to deliver a personalized customer experience, resulting in loyal customers. Identify other customer trends.

Metrics 205

Metrics Contact Center Analytics Marketing 205

ShepHyken

MAY 7, 2021

He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Know how live chat software could help you! . Here’s how the solution looks when integrated on a website. . Be available to your customers .

Personalization 180

Personalization Customer Experience Chatbots Metrics 180

ProProfs Blog

DECEMBER 11, 2020

There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?” Customer satisfaction metrics help you back your customer-centric mindset and identify areas (both positive and negative) responsible for leaving an impact on the overall brand experience.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

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

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

Fonolo

MARCH 2, 2021

But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Here are the critical call center agent performance metrics. The 4 Most Important Call Center Agent Performance Metrics. I’m personally in favour of a more straightforward NPS system: Yes or No.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

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

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

Beyond Philosophy

FEBRUARY 24, 2016

If your company has always been sales oriented, most of your compensation packages build on metrics centered around sales performance. When I am advising clients on how to improve the customer experience, the subject of measurement always comes up. They ask how they can change the culture.

Management 283

Management Metrics Customer centricity Consulting 283

ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

Customer Service 278

Customer Service Chatbots Contact Center Metrics 278

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

SharpenCX

NOVEMBER 17, 2021

But, how do you connect with your customers to make sure they keep coming back? And, we’ve done a deep dive to see just how they do it. >> >> Read Next: What Metrics to Measure in your Contact Center to Save Customer Retention and Build Brand Loyalty. They make their customer experience as personal as possible.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

ProProfs Blog

AUGUST 28, 2020

They want more personalization during their experience with your brand. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Understand that customers expect a personalized experience when approaching your brand for support.

Self service 157

Self service Feedback Airlines Metrics 157

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

AWS Machine Learning

APRIL 4, 2024

Delivering personalized news and experiences to readers can help solve this problem, and create more engaging experiences. However, delivering truly personalized recommendations presents several key challenges: Capturing diverse user interests – News can span many topics and even within specific topics, readers can have varied interests.

Personalization 87

Personalization APIs Engineering Metrics 87

ProProfs Blog

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. What is Customer Satisfaction?

Surveys 146

Surveys Feedback Metrics Customer retention 146

Kayako

AUGUST 12, 2022

Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience. In fact, 79% say personalized service is more important than personalized marketing. What Is Personalized Customer Service?

Personalization 117

Personalization Customer Service Government Customer effort 117

SharpenCX

DECEMBER 13, 2021

How do you know how to measure for success? To get you started, we’ve compiled a few useful metrics and tactics to ensure your remote agents are engaged, motivated, and successful in their at-home offices. Use some of your 1:1 meetings to ask open-ended questions to better understand your agents’ metrics.

virtual call center 128

virtual call center Call Center Metrics Coaching 128

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

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. Another significant pain point is the lack of personalization. Modern customers expect personalized, intuitive service. Personalize Interactions: Personalization should be a top priority.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

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

CCNG

AUGUST 2, 2023

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. My first Article is on how to approach a service transformation. 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

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

MARCH 19, 2019

Some of those stories are in person; some are online, and others related in 280 characters or less. When you are looking at how to deliver an Innovative Customer Experience, you have to consider a few things: Which experiences have surprised you in the past and how did they contribute to your customer loyalty?

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

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

Fonolo

SEPTEMBER 28, 2022

That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey?

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

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

ShepHyken

MAY 31, 2021

How to Speak Human: Words You Should Never Say to Customers by Joseph Michelli, Ph.D. CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. by Stephanie Falkner.

Customer Service 349

Customer Service Chatbots Customer effort Scripts 349

Beyond Philosophy

MARCH 15, 2017

Not only that, when they have a problem opening the cap on said toothpaste or have questions about how to get eStatements for the index fund, they want an easy explanation or solution, and fast! How to Take It Easy with Customers. Most of us then tidy up afterward justifying their intuitive decision using rationale. It is easy.

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

Call Design

SEPTEMBER 2, 2021

How we understand our agents often comes from our KPIs and their metrics. In the end, you still feel like you’re picking person X over person Y because they have a better reason. The post How to Take Your WFM to the Next Level appeared first on Call Design. Dan Smitley.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Fonolo

OCTOBER 26, 2022

Your first step to inspiring your agents at work is to recognize how difficult their jobs can be. . You’ll scramble to find new talent, and your customer experience, profits, and metrics will suffer. Intrinsic motivation refers to self-fulfillment and personal satisfaction. Today, we’ll walk through ways to do that.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Help Scout

APRIL 29, 2021

Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Learn how Help Scout aligns sales and support. Report on customer service metrics to your board. Give them as much authority as you can, trust them to do what is needed, and verify it through thoughtful metrics.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

AWS Machine Learning

MAY 16, 2024

LotteON aims to be a platform that not only sells products, but also provides a personalized recommendation experience tailored to your preferred lifestyle. In addition, when defining a PyTorch Estimator, you can use metric definitions to monitor the learning metrics generated while the model is being trained with Amazon CloudWatch.

Personalization 103

Personalization APIs Scripts Technical Support 103