Fonolo

JANUARY 21, 2021

TIP: Common KPIs for contact center agents can include Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction score (CSat). Give constructive feedback. That’s why constructive feedback is critical to your team’s development. Check out this article for more info.

Construction 176

Construction Contact Center Start-ups Customer Satisfaction 176

ECXO

JULY 30, 2024

These attributes also help leaders navigate challenges skillfully and improve customer satisfaction in meaningful ways. This leads to higher quality service and greater customer satisfaction. Customers appreciate dealing with companies that are genuine and trustworthy, enhancing their overall experience.

Customer-Centric Organization 207

Customer-Centric Organization Customer Satisfaction Innovation Construction 207

CX Accelerator

NOVEMBER 7, 2023

, Eric Engwall , also pushing us to really listen to our customers states: 20) design their customer feedback strategy around their own plants rather than their critical customers. Eric Ullman , reminding us that customers are essential to our business says: 24) don’t make customers the heroes in their stories.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Fonolo

JULY 27, 2021

Take your pick — first call resolution (FCR) , abandon rate , customer satisfaction (CSAT) , and more. This data is often collected as a survey question, asking customers to rate the service on a scale of 1 to 10. Customer satisfaction score (CSAT). How to provide constructive feedback to your agents.

Net Promoter Score 142

Net Promoter Score Scorecard Construction Contact Center 142

Beyond Philosophy

NOVEMBER 10, 2014

Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. Keeping Customers results in a high increase in value. So, there you have it.

Net Promoter Score 164

Net Promoter Score Customer Experience CEM NPS 164

Retently

MARCH 5, 2024

Key Takeaways Expressing gratitude for both positive and negative customer feedback is essential for maintaining strong customer relationships and reflects a brand’s commitment to customer satisfaction and service improvement. Instead, use negative feedback to improve your services and boost customer satisfaction.

Construction 139

Construction Social Media Customer Feedback Customer Satisfaction 139

Retently

MARCH 11, 2025

Another valuable sources of insight in this process comes from open-ended responses in customer satisfaction surveys like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score). These comments provide deeper insights into specific frustrations or moments of delight.

CX 115

CX Customer Experience Net Promoter Score NPS 115

ECXO

APRIL 7, 2024

It is a symphony of interactions that a customer has with a business, a vivid tapestry woven from the threads of every touchpoint, every communication, and every solution used. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

AI 334

AI CX Artificial Intelligence Predictive Analytics 334

ECXO

MAY 20, 2024

posts header on ECXO Uncork the full potential of your business with customer segmentation and provide tailor-made CX We have discussed before the importance of a solid Customer Success team for a successful Customer Experience strategy in the business. It’s like constructing a magnificent bridge.

CX 177

CX Customer Retention Customer Satisfaction Gaming 177

Intercom, Inc.

OCTOBER 16, 2018

There are all kinds of metrics you can measure when it comes to assessing your customer support, and while they will change from industry to industry and from business to business, they will usually seek to measure some blend of quality, speed and customer satisfaction. Customer satisfaction (CSAT) scores.

Engineering 154

Engineering Construction Customer Satisfaction Start-ups 154

Fonolo

JUNE 9, 2020

A high FCR is a great sign that your agents are knowledgeable and fully-empowered to help your customers. Customer Satisfaction. Gathering feedback from customers has become an industry standard for contact centers. After all, customer satisfaction is arguably the biggest indicator of your team’s success.

Contact Center 129

Contact Center Construction Customer Satisfaction Start-ups 129

Callminer

JANUARY 18, 2021

Take advantage of this phenomenon by constructing your scripts to promote positive responses.” But our clients were willing to explore this opportunity with us because our call center operators were proven to be high-quality, trustworthy employees that were dedicated to customer satisfaction.”

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

Callminer

SEPTEMBER 7, 2017

Customers value their time, and so an understanding of what they are experiencing when they call in is the first step to making them happy and improving overall customer satisfaction. Average speed of answer is important because it gives call center staff the information and tools they need to their jobs effectively.

Construction 140

Construction Actionable Insights Customer Satisfaction Technology 140

Customer Think

DECEMBER 22, 2023

Running a rental business that caters to the needs of construction companies requires a strong understanding of operational efficiency, financial health, and customer satisfaction. In equipment rentals, key performance indicators (KPIs) play an important role in providing insights about business performance.

Construction 40

Construction Customer Satisfaction 40

Totango

FEBRUARY 12, 2025

The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. This article illustrates how large enterprises can modernize customer health scores for growth.

Actionable Insights 62

Actionable Insights Predictive Analytics AI Construction 62

ECXO

JULY 8, 2024

Several studies emphasize its importance in service to customers. Emotional intelligence has been linked to improved customer satisfaction, loyalty, and word-of-mouth recommendation. By developing emotional intelligence, we can better empathize with customers, understand their needs, and respond appropriately.

Customer Experience 194

Customer Experience Start-ups CX Gaming 194

Intercom, Inc.

AUGUST 18, 2021

. “First developed in 2001 by Fred Reichheld, NPS quickly became a key metric in all sorts of industries, an agreed measure of customer loyalty” First developed in 2001 by management consultant Fred Reichheld, NPS quickly became a key metric in all sorts of industries, an agreed measure of customer loyalty.

NPS 232

NPS Net Promoter Score Customer Loyalty Construction 232

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ECXO

AUGUST 21, 2024

Collecting Comprehensive Data: Gather data from all possible touchpoints, including website interactions, purchase history, and customer service interactions. Understand what drives customer satisfaction and what leads to dissatisfaction. Equip them with the skills and knowledge they need to excel in customer interactions.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

PeopleMetrics

JANUARY 20, 2015

A great customer experience lives in a similar construct. It requires both a company and its customers to step outside of themselves. Think of a customer. It helps companies incorporate customer dialog into their everyday operations, so they can become more customer-centric. They come to the table complete.

Net Promoter Score 108

Net Promoter Score Customer Experience Voice of the Customer Construction 108

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). They’re the key to your contact center’s success, and agent satisfaction needs to be at the heart of everything you do. Customer Effort Score is a great way to do this.

Net Promoter Score 87

Net Promoter Score Contact Center Construction Scorecard 87

Retently

JULY 3, 2024

Let’s dive into some examples of how you can strategically use open-ended questions in various environments to see their impact and utility, starting with customer feedback questions: 1. Customer Satisfaction: Open-Ended Questions Examples Gauging customer satisfaction is essential for any business looking to thrive.

Sentiment Analysis 142

Sentiment Analysis Customer Satisfaction Customer Feedback Start-ups 142

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

SurveySensum

MARCH 8, 2024

Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. Empowering Agents: Customer satisfaction rate skyrockets to 84.7%

Customer Satisfaction 52

Customer Satisfaction Social Media Invoicing Start-ups 52

Steven Van Belleghem

SEPTEMBER 19, 2021

It’s continuously looking to reduce its environmental footprint through energy and water conservation, recycling and green construction. Treat them right and they will be happy and that happiness will be passed on to customers. Focus on employee experience. Starbucks employees are in fact called partners.

Customer Experience 134

Customer Experience Construction Education Customer Satisfaction 134

Intercom, Inc.

MARCH 14, 2019

And the purpose of working with them closely was to really listen to that feedback, to make sure that we had an active ear to folks that we thought were likely to give us constructive feedback and were the types of organization that we were looking to double down in terms of building more relationships with.”.

Customer Acquisition 178

Customer Acquisition Customer Feedback Customer-Centric Organization Construction 178

Fonolo

SEPTEMBER 10, 2020

Here’s how to deal with the negative customer: Empathize with them. Keep the conversation constructive and focus on solving their problem(s). The Positive Customer. Unlike the negative customer, the positive customer enters the conversation with a cheery disposition. Don’t make sarcastic responses.

Construction 125

Construction Contact Center Customer Experience Customer Expectations 125

Fonolo

MAY 16, 2023

They measure things like call volume, call duration, first call resolution, agent productivity, customer satisfaction, and more. These metrics can be used to measure and evaluate performance, identify trends, and improve the overall quality of customer service. Analytics are also called key performance indicators or KPIs.

Contact Center 91

Contact Center Customer Satisfaction Artificial Intelligence Sentiment Analysis 91

SurveySensum

DECEMBER 30, 2024

Limited Flexibility & Cumbersome User Management: CustomerGauge is very NPS-driven, so other customer metrics like CSAT or CES are largely locked out to get a 360 view of customer satisfaction. SurveySparrow SurveySparrow is the ultimate platform for transforming your customer experience with real-time feedback management.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Fonolo

MAY 27, 2021

Do you receive constructive feedback from your manager? Work-life balance is essential to agent satisfaction, so this question will help you better identify any needs for improved flex-time options or introduce more vacation days. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction.

Construction 136

Construction Technology Technology Contact Center 136

Execs In The Know

AUGUST 10, 2021

While the labor shortage has affected every industry, one role that has fared relatively well during the labor shortage is that of the work-from-home (WFH) customer service agent. WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

ECXO

MARCH 20, 2024

Even in challenging situations, the use of positive language can help to frame the situation more constructively. They are powerful tools that can shape the course of a conversation and significantly influence customer satisfaction.” Sometimes it’s necessary to deliver difficult news or to set boundaries.

CX 156

CX Construction Customer Satisfaction Start-ups 156

Fonolo

SEPTEMBER 14, 2023

A well-constructed goal sets clear expectations and creates a sense of urgency, which makes it more likely that your support agent will hit their target. Sometimes, when AHT is too low, it means the agent isn’t being thorough enough or providing a quality experience for the customer. Act on data.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Beyond Philosophy

OCTOBER 17, 2024

With only negative feedback, you cannot tell where you are on a scale like customer satisfaction. So, what do you do to get a little deeper into the customer feedback? Waterton says the question construct at the top is useful for this effort. So, both feedback types have value in different areas.

Customer Feedback 78

Customer Feedback Construction Start-ups Education 78

Fonolo

NOVEMBER 1, 2022

The Contact Center Playbook for Improving Customer Satisfaction. By offering a call-back solution as an alternative to waiting on hold, agents can spend more time solving customer problems instead of managing their frustration. Use them to lower abandonment rates, improve customer satisfaction (CSat), and much more.

Construction 87

Construction Contact Center Customer Satisfaction Start-ups 87

Lumoa

JANUARY 3, 2023

It is essential to keep principles of survey design in mind when constructing questionnaires or polls. This means that before you even begin constructing your survey, you should take some time to think through and clearly define what result you want to achieve with this survey. Start with the end goal in mind.

NPS 147

NPS Touchpoint Construction Close the Loop 147