Customer Satisfaction Blog
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CSAT vs NPS: Two Important Yet Often Confused Customer Service Metrics
Putting two important metrics in perspective and understanding why they are both measured with 5 examples each of CSAT vs NPS®...
10 Aspirational Customer Experience Quotes from the Pros
You want to be the best in your industry. Listen to the advice of some of the best. Here are some aspirational customer service quotes from the pros on practices to aim your business for the stars...
Building Customer Trust: Take Time to Follow Up and Use Data to Understand Your Customers
Building customer trust requires follow up and understanding your customer preferences...
5 Points for Effective Contact Center Agent Feedback
Jimi Hendrix loved to fling his guitar around to get weird and wonderful sounds from the feedback.” Jimi Hendrix and his guitar virtuosity aside, we are focusing on their business use of the word feedback: information about something such as...
The Art of Communication in Contact Centers
Latency, language differences, awkward auto-corrects, improper use of emojis (no, the poop emoji is not chocolate and 'LOL' doesn’t mean lots of love): there are many challenges for communication in contact centers with omnichannel customer access. Upgrade your approach to communication...
An Unhappy Customer Service Agent is More Than a Meme
An unhappy customer service agent is more than a meme, they are a person with difficulties that have solutions.Customer service whether it is as a content moderator, contact center agent or customer sales rep is emotionally taxing...
5 Reasons Why Surveys Suck and New Empathetic Ways to Improve CSAT and NPS
You’re eager to get back to your long delayed project and then get hit with a survey. Even worse, you’re hit with a survey while trying to get your answer.The point is surveys suck and here are five reasons why...
Uber Banning Bad Customers: Is that Good Customer Service?
An abusive agent is detrimental to a company, and so is an abusive customer. Is booting the bad ones, lik Uber is, good customer service?...
Help Your Agents Stay Energized at Work
Ann started her day with a double espresso and a quick lap around the block, but by 2pm she has been staring at the same customer service ticket for ten minutes and can’t remember what her last action on it...