Customer Satisfaction Blog

Research released in November found 45% of businesses are having trouble staffing contact center and back office roles. For the 2022 holiday season customer service staffing it’s critical to keep th...

It’s Thanksgiving week! Time for family get-togethers, big meals and Black Friday. You can help your agents feel valued. In a time where retaining quality employees is vital, remember to thank your ...

Customers are leaning into automation and 95% of contact center leaders are using or plan to use automation in the next year. If you’re one of them make sure you’re using quality automation in you...

Knowing your brand, knowing your consumers, understanding customer segmentation and tracking changes helps you make informed decisions. You want that knowledge before you’re hit with a difficult sit...

Times, they are always a-changing. No longer silently taking poor treatment, employees and customers have pushed back against companies: employees via the Great Resignation, and customers with changin...

Per The Quality Assurance & Training Connection (QATC) 2018 study, turnover in US contact centers alone is "between 30-45% which is more than double the average for all occupations in the U.S." Inten...

Phrase based models use natural language processing (NLP) and machine learning which allow AI to derive meaning from human language. This is a powerful customer service technology in multiple ways....

What goes into a quality QA process? Updated October 2022 (Originally posted February 2019) Grab a cup of tea, coffee or liquid of choice and let’s talk quality assurance. It’s not the most exciti...

Nudges don’t remove freedom of choice, they make a certain choice more attractive. The aim is to make those preferred choices beneficial to the chooser. We’re not focusing on negative nudges or th...

As we’ve stated CSAT and NPS are two often talked about (and argued about) metrics. Let’s go deeper into a few more customer success metrics. The following KPIs help you plan your strategy and mo...

How a Conversational AI interaction works How CAI can Help You and Your CSAs Key KPIs to Measure The Importance of Transparency, Sentiment and AI Evolution Connecting with your customers on a personal...

Both customer success managers and customer service exist to make and retain money while servicing the customer. For our first post concerning customer success roles, we’ll focus on what makes them ...