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Conversational AI For Customers and Agents

How a Conversational AI interaction worksHow CAI can Help You and Your CSAsKey KPIs to MeasureThe Importance of Transparency, Sentiment and AI Evolution Connecting with your customers on a personal level is important to building lasting relationships. But individuals only ...

Customer Success Managers and Customer Service: Differences and Integration

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 different from customer service and how they support each ...

Watch Your Words: The Cycle of Lies in Customer Service

The industry has trained customers to be rude with a cycle of lies in customer service and poor handling of issues. If you don’t watch your words you train your customers to do the same. ...

Customer Service Job Projections and New Bureau of Labor Statistics Report

The Bureau of Labor Statistics (BLS) released their newest Job Openings and Labor Turnover Survey (JOLTS) yesterday. A new report but not much new movement: minimal change in openings, hires, and separations (which include quits, layoffs and discharges) for July ...

Are Your Customers Turning to Reddit Instead of Your Customer Support?

For customers seeking resolution, the direct experience of another customer can be more helpful than a company’s poor, time-sucking service merry-go-round. Your customers turn to places like Reddit when they can’t (or fear they can’t) get resolution through your company ...

5 Ideas for Smarter Surveys that Provide Targeted Customer Service Data

Customers want you to know how they feel. They don’t want to be blindsided by an epic survey full of non applicable questions that interrupts them trying to get their issue solved. The key is smarter surveys that give you ...

8 Ways to Reduce Agent Churn and Build a Positive Customer Service Environment

According to a Salesforce report from February 2022, 71% of agents have considered leaving their jobs in the previous 6 months with 86% saying they require more from their companies in order to stay. Are you using the following methods ...

Happy Customers Feel Lucky: Learn From the Legacy of Lego

Lego receives in excess of 4 million customer calls per year. Many of those calls are for replacement pieces that customers have lost. Even though these are not the fault of the company, Lego does their best to accommodate and ...

Empathy Metric in Customer Service: Managing Empathy Fatigue and Inauthentic Empathy

Don’t underestimate the power of the empathy metric in customer service. To get the most out of this metric though, you need to manage empathy fatigue and avoid using inauthentic empathy that backfires. ...