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.
Category: KPIs & Metrics
How well you’re serving your customers can seem hard to measure, but it’s an important step in your business-customer relationship.
Time to up your post-sales support game? Here are four ways to get more done.
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.
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.
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 […]
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 […]
Data provide decision-makers with the context needed to make smart moves with their business. If you’re leading a call center, a number of different metrics can help you quickly dial into productivity: hold times, throughput, and whether customers have to call back. Yet through a different perspective, it’s helpful to look at customer feedback on […]