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Thanksgiving: 10 Ways to Say Thanks to Your Customer Service Agents

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 customer service agents, now and all year round: ...

Automation: What’s Missing in Your Customer Service Strategy

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 your customer service strategy. ...

Customer Segmentation: Know Your Brand, Know Your Customer for the Best Service Strategies

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 situation you have to respond to quickly. ...

CX and EX KPI Trends: How Inflation and the Great Resignation have Changed Customer Service Metrics

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 changing brand loyalty. Inflation in the US is at a decade high on ...

Turnover in Call Centers – Why So Much?

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." Intense. There are many reasons why there is so ...

Phrase Based Models for Customer Service QA Automation and Agent Training

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. ...

A Chat about QA Tools and Process

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 exciting topic but a vital one to ...

Nudging for Improved Customer Experience and Agent Performance

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 those meant to manipulate for the benefit of ...

Do You Measure These Customer Success Metrics?

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 monitor your revenue and costs ...