ClearAction

APRIL 3, 2015

Your best ideas for employee engagement + training originate with customer feedback. To improve employee listening skills where customer is concerned, make that a key criterion in hiring, promotions, etc. Nothing feels & drives better that good customer feedback and thanks from management published in intranet.

Customer Experience 121

Customer Experience VOE Government Scorecard 121

Taylor Reach Group

NOVEMBER 18, 2019

In fact, we have seen situations where internal quality results had negative correlations with customer satisfaction and by extension customer retention! If high customer satisfaction and retention is part of the center mandate, then it is a ‘best practice’ to include customers’ feedback and input as part of the process.

Customer Satisfaction 18

Customer Satisfaction Contact Center Scorecard Compliance 18

Callminer

FEBRUARY 21, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. Peter Abah.

Contact Center 210

Contact Center CRM Technology Technology 210

Qualtrics

JANUARY 22, 2019

It’s been ten years in risk management and five years in the compliance monitoring space within the servicing group. I got a taste of CX with the compliance monitoring where we’re on a team, listening to phone calls, but I really wanted to get closer to the customer. We’re measuring this now in decades.

Scorecard 33

Scorecard Compliance CX Customer Satisfaction 33

Gainsight

MAY 18, 2023

Over the last year, the Scaled team has achieved: 21% year-over-year (YOY) increase in customers that successfully onboarded in the first 30 days of their contract 37% YoY increase in the number of business reviews completed Increased CSAT scores from 4.2 They have mastered using 360 views, scorecards, and advanced reporting.

Invoicing 52

Invoicing Scorecard Innovation Machine Learning 52

Hodusoft

NOVEMBER 6, 2024

Compliance Risks For industries with regulatory requirements, a lack of QA can lead to non-compliance issues, resulting in penalties and reputational damage. Set a target for resolving customer issues on the first contact, generally around 70-80%. In addition to that, collect and act on customer feedback.

Contact Center 52

Contact Center Compliance Net Promoter Score Customer Satisfaction 52