EX - Zendesk Auto QA, AI-powered CSAT Surveys & Live Agent Feedback with Sentiment Analysis

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22 Feb How AI Support Apps on Zendesk Help Your CX and EX Now

Posted at 05:00h in CX Journey, QA Automation by Cassandra Vincent

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...

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17 Nov Automation: What’s Missing in Your Customer Service Strategy

Posted at 05:00h in Agent Training/Retention, CX Journey, QA Automation by Cassandra Vincent

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....

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

Posted at 05:00h in Agent Training/Retention, CX Journey by Cassandra Vincent

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...

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

Posted at 05:00h in Agent Training/Retention by Cassandra Vincent

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 to reduce agent churn and...

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13 Jul 10 Aspirational Customer Experience Quotes from the Pros

Posted at 05:00h in Customer Satisfaction Blog, CX Journey by Cassandra Vincent

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. ...

21 Apr CX and EX: Balancing Company Policies And Customer Service Agent Needs

Posted at 05:00h in Agent Training/Retention, Customer Satisfaction Blog by Cassandra Vincent

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....

11 Jun Face the New Changes in CX and EX in Customer Service (Updated)

Posted at 08:08h in Customer Satisfaction Blog, CX Journey, QA Metrics by Cassandra Vincent

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....

01 Apr QA, CX and EX for your Remote Customer Service Team – We Can Help

Posted at 07:00h in Agent Training/Retention, Customer Satisfaction Blog, CX Journey, QA Automation by Cassandra Vincent

Make managing your remote customer service team easier with CSAT.AI....

11 Mar Face the Changes in CX and EX in Customer Service

Posted at 07:00h in Agent Training/Retention, Customer Satisfaction Blog, CX Journey by Cassandra Vincent