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...
Not only are performers like Harry Styles and Pink having objects thrown at them on stage, your agents have abuse thrown at them regularly. There are ways to support agents even with consumer rage on the rise....
Research shows customers want a better and better experience in exchange for their loyalty. Studies also show that companies are aware of this and want to provide upgraded experiences. AI can help, but companies that can’t handle a complete overhaul wonder where to start...
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....
Here are some customer experience memes I created based on stats to encourage raising your CX....
Employee engagement and CX are powerfully connected. Empower employees with information and invest in them as people for great customer experience and business....
Today we’re following up on our improper ticket closing blog. What happens to a ticket before it reaches the closing stage (if it ever does) impacts metrics and CX too. These are six ticket handling problems to avoid. ...
It’s important to effectively escalate the customer issues that need more attention. Whether from self-serve to your agents or from your agent to a manager or other department, a plan for customer service escalation is an important part of your successful support strategy....
Customer relationships impact the amount of business a company does. To have these great relationships companies need to create great CX. Does your company use these tips?...
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....
With all the talk of Gen Z vs Boomers or the differences between Gen Z and Millennials, it's important not to forget the most awesome Generation - Generation X. In this blog post, we will discuss what makes Generation X customers different and why...
As a customer service leader you know that providing great customer experience is essential to the success of your business. According to research it’s Gen Z that follows brands most on social media at 61% compared to 53% of Millennials and 36% of Gen X...
With its large population size (over 70 million) and increasing purchasing power ($143 billion annually), of course brands are eager to connect with Gen Z customers. To engage this generation, it's important to unlock these 5 secrets of the CX Gen Z wants from brands....
You can’t stop the AI wave, but you don’t have to get drowned by it. You can get in the water by using accessible AI support apps available on Zendesk that integrate with what you already use. Your company doesn’t need to be gigantic or...
Agile principles are a powerful tool for improving customer service through collaboration, adaptation, ownership and responsiveness. ...
Digital customer service options are able to help manage the support challenges businesses are facing. The question is, should they be the only options customers have? ...
The new year brings new trends besides inflation, staffing issues and severe weather. The contact center and customer support industry continue to evolve. Data and customer service professionals have insight into 2023 customer service trends and the reasons behind them....
The holiday season is rife with customer service horror stories from both customers and workers. But there are the wonderful ones that keep the seasonal spirit alive and well. Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from...
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....
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 the heels of two already...
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 another party. In the case...
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 with style. These happy customers...
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....
Putting two important metrics in perspective and understanding why they are both measured with 5 examples each of CSAT vs NPS®....
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 requires follow up and understanding your customer preferences....
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,...
Yeah, we know. Relationships are hard. But human beings (and businesses) don't do well on an island alone. Build your CX and EX together....
Remote and offshore work is a growing field with projections of growth to $19.5 Billion by 2025. Let’s look at the reasons, benefits and challenges of offshoring contact center operations in a multilingual world. ...
The 2021 holiday buying season is riddled with post-pandemic challenges including. Let’s look at the current crazy state of affairs....
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:...
Research shows it’s not worth sacrificing quality for speed, though. Average Handle Time (AHT) as a tool to organize and estimate rather than to motivate agents is more advantageous. This HBR article by Pete Slease, Rick DeLisi and Matthew Dixon argues that AHT is the...
Another group that was shown to be lost in the shuffle of remote work is Gen Z. The Microsoft report revealed this group was more likely to feel isolated, struggle with making a quality home work environment and feel less connected with work. As the...
Updated 2021 (originally published Sept 2019) Machine learning based tech is becoming more sophisticated with virtual influencers, robot assistants, AI making appointments by phone. Talking AI in customer service, it's not ironic to mention feelings, because it's humans that this tech is meant to support....
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....
Make managing your remote customer service team easier with CSAT.AI....
Do you love your customers? Do they know it? Customer love nurtures your B2C relationships....
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....
Futurism: “concern with events and trends of the future, or which anticipate the future.” ...
Let’s get clear on empathy, what it means and how it fits into creating great customer experience and your company culture....
There is the doom and gloom approach that AI will take over jobs and dehumanize the experience. When used strategically, AI enhances CX, and shows human and machine are best together. ...
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