Customer support is integral to business success. Customers expect elevated experiences when interacting with a brand, so they readily do business and even recommend brands that meet their expectations. Text analysis is one technique helping brands meet customers’ expectations in today’s business environment. It allows you to listen to everyone wherever they are, giving you…
Poor customer service has a devastating impact on your company’s bottom line. The cost of bad customer service is significantly more than just lost sales or angry customers. It affects your company’s reputation, employee morale, and even threatens its long-term viability. 68% of consumers say they’ll pay for products and services from a company that…
Until recently, customer service was a less pronounced aspect of business, and not much thought was put into making it a value-add. The thinking behind this was that customer support was only useful for receiving complaints from begrudged clients. Accordingly, CFOs considered it a cost function — hire customer service reps and fund their operations,…
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…
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