Agent self-evaluation enables customer care representatives to review their own performance. In the process of reflecting upon personal performance goals, customer feedback can be used as an invaluable resource. That is because feedback is the most straight forward way to understand how well an agent is doing their job in terms of meeting client needs. In…
In today’s competitive business landscape, delivering exceptional customer service is the key to success. 96% of consumers consider customer service an essential factor when it comes to brand – as a result, providing top-notch support is not just a nicety but a necessity. Enter ChatGPT, your secret weapon for enhancing customer service. ChatGPT has the…
Customer service coaching programs include exercises to improve soft skills like active listening, communication, problem-solving, etc. Implementing effective coaching and training involves identifying goals, selecting the right coach, creating a training plan, incorporating feedback, and measuring success. If your goal is to retain customers and extract more value from them, then you should consider customer…
Contact centers are undergoing a renaissance. The seismic rise and shifts in customer expectation means companies are now drilling down on experience (rather than cutting costs/saving time) as a true long-term and more sustainable differentiator. The contact center — a beehive of customer service activity — is at the heart of it all, but so…
Every day we generate 2.5 quintillion bytes of data, as recorded in 2020. Businesses use social media, algorithms, and other tools to organize their data and use it to achieve their goals. Customer service analytics help them to identify the patterns and understand consumer behavior, increase customer loyalty, and improve customer experience. Seventy-six percent of…
In business settings, customer retention is one of those terms that never goes out of style. Research shows that a 5% increase in customer retention can increase profits by up to 95%. According to other studies, the cost of retaining an old customer is five times lower than that of acquiring a new one. The key takeaway here is that…
Even if you’ve been living in a cave, you must’ve probably had to interact with a brand, whether to make an inquiry, a purchase, or lodge a complaint. Subconsciously or not, you may have held certain expectations of convenience in your interaction with them. If you think you’re alone in this sentiment, think again. Customer…
First Contact Resolution is one of the most commonly measured support metrics, and for good reason. The percentage of customer inquiries resolved at the first attempt directly correlates to customer service performance and customer satisfaction. In the following paragraphs we take a deep dive into everything you need to know about First Contact Resolution rates…
In a recent study, business professionals said that their number one priority for the next five years is the customer experience. Adding to this, 67% of customers say that they prefer the option of self-service over speaking to a company representative. Combine these facts together and the value of customer self-service in the digital age…
The on-demand culture is the in-thing. Everywhere you look, the shift in customer behavior towards immediacy resulting from the ease of access the digital world affords us is in full swing. Whether products, services, or mere information on how to use these products and services, customers are rewarding businesses that give them what they want,…
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