Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective your business is at achieving its goals.
In our last couple blogs, we touched upon the top agent KPIs and team KPIs that your contact center should be tracking. We also covered the real-time metrics that supervisors use on a daily basis to monitor the status and productivity of their agents.
This time, we’ll check out some of the most used services metrics that show how your services are doing. A service is a specific reason for customers to initiate an interaction with a contact center, or, in the case of outbound dialing, for a contact center to initiate an interaction with a customer. In the contact center space, a service typically means the type of channel that connects the customer to the business: voice, email, chat, and so on.
http://customerthink.com/boost-customer-experience-by-utilizing-service-kpi-insights/
In this webinar, Mopinion is joined by special guests Stephan Brandenburg & Iris Rabenberg of major retail company, De Bijenkorf (part of Selfridges Group). These two share some interesting details on how they gather and get the most out of their online customer feedback data, from collection and the application of triggering techniques, to managing/structuring the data and their key findings.
https://mopinion.com/missed-our-webinar-with-selfridges-group/
You may be like many executives who’ve had more than a few sleepless nights worrying about your customers. Particularly the customers with problems (and on average that’s 3 out of 4 of your customers) — the ones who light up the phones and fill your inbox with concerns, complaints, and helpful suggestions. Surely if you don’t act and fix their issues, they’ll take their business elsewhere, right?
It’s a common hypothesis that you should prioritize your initiatives around those known problems or the ‘squeaky wheel’ issues. The ‘known issues’ are causing friction in your customers’ experience and should be addressed, however, they may not deserve the resources or priority that you think.
http://customerthink.com/the-customer-experience-risk-its-what-you-dont-know-that-should-keep-you-up-at-night/
As autumn moves into full swing, retailers work to finalize their preparations ahead of the holiday shopping surge. Each year, the fourth quarter plays a significant role in ensuring retailers remain profitable, but this season holds even more weight, as some experts predict it to be the most successful holiday season since the “retail apocalypse” began.
The road to a profitable season is paved by those who do right by their customers; by those who provide a positive, personalized and multi-channel experience that leaves their customers wanting more.
https://www.retailtouchpoints.com/features/executive-viewpoints/how-cx-will-make-this-holiday-less-apocalypse-and-more-revival/
Customer engagement and customer experience (CX) are too often used as buzzwords without a company making a true effort to shape their strategy and the way they do business around the customer. Moreover, companies feel that simply installing a technology product will be a silver bullet to providing better customer engagement. This shortsightedness creates an unsustainable environment that gives customers the sense of a disjointed company and employees left confused on how they can provide the best experience for their customers.
https://www.cmswire.com/customer-experience/9-challenges-to-successful-voice-of-the-customer-strategies/
Times are changing and customer priorities are shifting. In fact, experts are predicting that by 2020, Customer Experience is set to take higher priority among customers than product or price. At this point, most businesses have read and understand that it’s an important factor if they want their business to be successful, but not all businesses have the means to monitor and improve their efforts. Want to make sure your CX goes above and beyond that of your competitors’? Try one of our free customer experience survey templates from the Survey Marketplace!
https://marketplace.mopinion.com/products-category/customer-experience-cx/
The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. The future is urgently calling for us to shift to company-wide alignment with CX. Here’s why:
http://customerthink.com/the-future-of-customer-experience-calls-urgently-for-a-significant-shift/
Customer experience is the new battleground for consumer-facing organisations (yes – retailers and shopping centres) as the industry fights for loyalty and customer needs increase.
Recently Forbes indicated 75% of companies report their top objective as improving customer experience and those companies who do it well will reap the financial benefits according to the ASX company financial results.
https://www.shoppingcentrenews.com.au/shopping-centre-news/industry-news/amplifying-cx-customer-experience-and-retail-trends/
Artificial Intelligence-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center while reducing costs. Many companies are facing business challenges such as high customer expectations, limited automation options, difficulty in implementing and deploying new contact center technologies, and agent attrition. Fortunately, the opportunity for business leaders to address such challenges through cloud-based, AI-powered engagement is considerable.
https://markets.businessinsider.com/news/stocks/using-ai-powered-virtual-agents-to-optimize-the-customer-experience-of-your-contact-center-1027570822/
Today’s customer experience (CX) programmes provide a crucial opportunity for differentiation beyond price and quality.
Yet, ironically, many organisations are delivering comparable experiences because their CX programmes have hit the same brick wall: they can capture customer insights, but are unable to turn insights into action and drive organisational change – which is the hallmark of a truly world-class programme.
How do you know if you’re one of those stuck in the rut – and how do you push past it?
https://www.mycustomer.com/experience/voice-of-the-customer/how-to-measure-your-cx-maturity-and-move-it-forwards/
