Positive and negative scoring has been the name of the game in CX QA for ages, but it isn’t the only option, nor should it be. Adding neutral scoring metrics to your rubric increases insight without stressing your CX team. Neutral scoring allows both tracking...
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?...
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....
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....
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. ...
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 of customer success. ...
Connecting with your customers on a personal level is important to building lasting relationships. But individuals only really hold one focused conversation at a time. Conversational AI (CAI) helps with the scaling of personalized customer attention and interaction sought across industries....
Putting two important metrics in perspective and understanding why they are both measured with 5 examples each of CSAT vs NPS®....
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 a new product or someone's...
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....
Do you want to be known throughout your industry as the absolute worst in customer service? Are you eager for the kind of negative reputation that vitriolic customers can give you? Is being sued by your customer base one of your top goals? If so,...
QA is, in part, meant to align customer facing service with company goals. An effective CX Quality Assurance workflow reflects those goals with respect to company size and resources. Questions to consider when developing these workflows include:...
Businesses must evolve as the people who work them and those who buy from them evolve. Changes in CX and EX in customer service have to come at the speed of change in the world as a whole....
Welcome to CSAT.AI for customer experience and quality assurance, your new best friend. With this innovative tool QA monitoring is automated, covering all of your chat and email interactions. CSAT.AI supports your agents with real time feedback enabling them to provide excellent customer experience....
Business challenges are like levels in a game. The more tools, skills and tricks you have (especially if you’re a noob), the more successful you will be. You can power up your customer service with a Quality Assurance strategy for a successful business campaign. ...
Contact Center speak may sound like a jumble of letters, but these QA metrics and terms represent important data. That data empowers you to create great customer experience and save on contact center costs. ...
“Too much information, running through my brain…” The Police have it right. We're drowning in the amount of info available to us. However, what use is data that isn’t sifted or that comes too late? In customer service it means loss of clients and...
Goals. When QA goals are met both customers and businesses score. These scores lead to cost savings and cheers. Customers cheer when they feel that they matter. Treat your customers like valuable members of your team! Here are some QA goals in contact centers to...
There are 26 calls in the queue, 70 calls in progress and Dee’s target is for her 85 Reps to address their clients’ issues in 5 minutes or less and make 7-12 sales each by the end of the day. That is just a small...
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