X-Data: Is Your Data Strategy Ready for the Customer Experience?
Just when your data strategy was ready for the modern marketing landscape, the customer experience (CX) came along. Here’s what you need to know.
Category: KPIs & Metrics
Call Center KPIs: What Your Abandonment Rate Means and 3 Steps to Improve It
Are abandonments hurting your call center KPIs? Here’s how to turn things around.
What Role Do Customer Demographics, Including Generations, Play in Customer Service?
Should you have different service options when your customers are spread across demographics? Here are some factors to consider.
Could NPS Methodology Help Improve Your Customer Service Performance?
Net Promoter Score (NPS) is a strategy you can use to better understand how you’re performing with customers. Here’s how to use it to improve your customer service.
3 Ways to Measure Customer Experience
How well you’re serving your customers can seem hard to measure, but it’s an important step in your business-customer relationship.
4 Steps for Your Post-Sales Support Strategy
Time to up your post-sales support game? Here are four ways to get more done.
Don’t Wait—5 Ways to Measure Customer Satisfaction
Are your customers as happy with your service as you think? Here’s a closer look at why it’s important not to wait—and five ways to assess how you’re doing.
3 Customer Service Goals You Should Be Tracking
By putting some effective goals in place for your customer service agents, you can motivate them to provide the best care possible for your clients.
What Are You Hearing? Your Company’s Secret Customer Satisfaction Weapon
If your only conversations with customers begin and end with market research, you’re missing a critical opportunity to get the real scoop on how your business is performing in the market. Today’s busy customers are unlikely to respond to surveys—with response rates often below 5%—and those who do respond often fall into extremes. However, capturing […]
Satisfied Customer, Missed Opportunity
It happens every day. A customer calls your company with a basic customer service question. Your team quickly and efficiently handles it, ends the call in record time, and sends the customer on his or her way. On one hand, this is a successful call; at scale, it’s the sign of a contact center that’s […]