Discover your FCR cost savings with our ROI calculator

Discover your FCR cost savings with our ROI calculator

Cut to the chase – You can go directly to the calculator by clicking the button below! Increasing First Contact Resolution rate (FCR) can make a huge impact to the cost savings in your customer service. We have all experienced it – a lengthy customer service journey where a customer needs to make repeated contacts…

6 tips for overcoming high ticket volumes in customer service

6 tips for overcoming high ticket volumes in customer service

Customer Service Leaders work in a high pace environment. They need to make quick decisions regarding people, processes, technology, and work cross-functionally with other business units to keep up with anything that may impact service levels. One metric that Customer Service Leaders constantly monitor is ticket volume and even if it might sound like a…

Quit guessing – start asking: Customer feedback closes the perception gap

Quit guessing – start asking: Customer feedback closes the perception gap

Do you know what your customers (really) think about your business? Or do you just think you know? Having a ‘pretty good idea’ or even a ‘solid gut sense’ is not cutting it. Instead, you should be relying on real intelligence obtained by … wait for it … asking your customers!  Agreed, the solution is…

Deliver superior customer support in live chat

Deliver superior customer support in live chat

Current best-practice and what to expect in the future. Customer experience is a tough game. What you do or do not do, affects it. However, it is also an opportunity to stand out. More and more companies are investing in customer support which is one of the most important environments where you can impact what your customers think of your brand, products, and service. The research speaks clearly that even one bad experience…

What drivers affect customer service agent (dis)satisfaction?

What drivers affect customer service agent (dis)satisfaction?

The job satisfaction of customer service staff is affected by many drivers that are common to work in any sector, such as the workplace culture, team spirit, and the quality of supervisory work. Surveypal has studied the drivers of well-being at work in customer service organizations among our customers and literature & research revolving around the subject. If…

Engaging survey intros for any Customer Service channel

Engaging survey intros for any Customer Service channel

A survey invitation can have a significant impact on the impression you make with your clients when you start a feedback conversation with them. It is a well-kept secret that a good survey invitation will drive better opening and response rates compared to the actual content of the survey itself. It’s simple: Better intro, better results!   Remember not to overestimate your customer when it comes to providing feedback. They…

Boost your NPS® promoters to promote you even more

Boost your NPS® promoters to promote you even more

Let’s say one of your customer care agents just delivered excellent service to an end customer and gets a raving review on a post-interaction customer NPS survey.   “That one’s in the bag; who’s next in line?” the agent exclaims with joy! What happens next with your end customer? You can only hope they spread the word of their great service experience to friends and family.   What if you…

Customer Service trends 2021

Customer Service trends 2021

The digital era has created new standards for businesses and customers alike. While brands navigate their way towards customer centricity, the consumer has become more empowered and as a result, has higher expectations. In this context, it only makes sense to offer your clientele the service they expect, on the channel they prefer, and whenever…

Bridging the gap between operational and experience data

Bridging the gap between operational and experience data

The disparity between the experience a business delivers versus the experience its customers expect is commonly referred to as the “experience gap”. In order to attract and retain customers, companies around the globe are racing to close the gap by connecting experience data with operational data What is operational data? Operational data (o-data) are used…