The benefits of improving first contact resolution rates
What is First Contact Resolution? First contact resolution is one of the metrics that help you assess the performance and…
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Digital customer service trends to keep an eye out for in 2019
The digital era has created new standards for businesses and customers alike. While brands navigate their way towards customer centricity,…
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Utilizing surveys to improve marketing strategies
Market surveys study the spending characteristics of the consumers who fit a business’ target demographic. Entrepreneur lists several different types of…
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How to measure strategic partnership success
What is a strategic partnership? A strategic partnership is a relationship between two businesses propelled by an agreement that aims…
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How to customize your surveys with your very own brand
Does your survey reflect your brand? In a time when effective marketing and branding have the power to differentiate you…
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Using customer feedback to supercharge QA in customer service
Are you using quality assurance to improve your customer service? As you exit the startup phase and start scaling your…
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What’s your employee effort score?
A few years back, the CEB (now Gartner) introduced the Customer Effort Score, a KPI which according to its creators outperforms…
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How to supercharge key account management with customer feedback
Key account management or KAM is not a new concept; it was first introduced in the 1970’s and is more…
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5 tips to improve survey response rates
More and more organizations are using surveys as a tool to gather information from customers, employees, partners and other stakeholders…
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