Customer Satisfaction Blog
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Employee Engagement, CX and Happiness
Employee engagement and CX are powerfully connected. Empower employees with information and invest in them as people for great customer experience and business...
6 Ticket Handling Problems to Avoid for Better CX
Today we’re following up on our improper ticket closing blog. What happens to a ticket before it reaches the closing stage (if it ever does) impacts metrics and CX too. These are six ticket handling problems to avoid...
Customer Service Business Process Outsourcing: Save Time and Money
An in-house customer service team that is steeped in company culture sounds great. But it isn’t a practical fit for all businesses. A customer service business outsourcing, or CS BPO, makes sense to save time and money...
3 Reasons For Improper Ticket Closing in Customer Support
Documented customer complaints have been around since, well since the first record of one in 1750 BC (which was much harder a complaint to make than sending an email). Closed tickets are happy customers. Or are they?...
Customer Service Escalation: When Human Service is Most Valuable
It’s important to effectively escalate the customer issues that need more attention. Whether from self-serve to your agents or from your agent to a manager or other department, a plan for customer service escalation is an important part of your...
Customer Service Dictionary: Important Definitions In The Contact Center
Like most industries, customer service has its own jargon - chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms...
How to Create Great CX to Improve Customer Relationships
Customer relationships impact the amount of business a company does. To have these great relationships companies need to create great CX. Does your company use these tips?...
What Are the QA Metrics and Terms in a Call Center?
QA metrics are important for gauging and maintaining quality and thereby customers. Contact center analytics can track and parse many of these alphabet soup metrics...
Unlock Better Customer Feedback and Service Agent Scoring With These Tips
In today's highly competitive business landscape, customer service is the differentiator between brands. There are ways to unlock better customer feedback and service agent scoring to keep a competitive service edge...