Quantifiable metrics allow you and your team to measure and compare the effectiveness of almost everything in your business. By measuring how customers respond to your products, services, and processes, you find ways to improve and grow. One of the most popular metrics to follow, particularly in customer service, is Net Promoter® Score (NPS). In…
The traditional method of hiring new customer service agents, giving them a few days of basic training, and then unleashing them onto the contact center floor sets up your agents for failure. It results in high agent attrition rates, increased training costs, and a group of agents unmotivated to perform above and beyond the call…
Agent attrition refers to how often customer support agents leave a firm. According to a NICE survey of 400 U.S. and UK contact centers, agent turnover is a massive problem in the industry, with contact centers seeing an average attrition rate of 42% in 2021. Larger contact centers are even worse hit by high attrition…
If you’re in business, you probably know that the quality of customer support is directly tied to customer satisfaction and loyalty. And for any business, keeping the wheels of exceptional customer service rolling is vital. But, it can be overwhelming. There’re so many customer care touch points to cater to — and at a high…
Exceptional customer service management in today’s fast-paced business environment makes for a competitive advantage. For customer service leaders who look to empower team members, develop operations, and impact their bottom line, the data-driven approach to managing support is a one-way street. The strategic importance of customer support means that there is a plethora of…
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