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From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked.
Earlier this year I gave a talk at UX London, and it’s no exaggeration to say that it felt like it had taken me my whole career to write it. The talk tackles the assumption among many designers and UX people that UX should be at the center of their company. Watch the video of my talk below, or read the lightly edited transcript. The talk you need to hear.
Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve?
Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Consumers are not as likely to fill out surveys as they once were.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. But think again. I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere!
If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. I have for you five little tricks that I share in my onsite de-escalation workshops. These ideas will help you be far more successful in getting customers to accept your word as final. 1.
We asked 20 call center pros to share the most undervalued call center metrics. If you want to improve agent performance, check out their responses to find out if you’re overlooking important KPIs.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
We asked 20 call center pros to share the most undervalued call center metrics. If you want to improve agent performance, check out their responses to find out if you’re overlooking important KPIs.
Customer retention is the silent killer of SaaS businesses today. People get curious, kick the tires, shrug their shoulders and leave without saying goodbye. Even if you are acquiring customers for $10, if they only stick around for a month or two, you won’t build a lasting business. What is customer retention? Customer retention is the rate at which your business can keep its paying customers over a given period of time.
Each of us has a time of day when we are at our best. Likewise, we have times when we are not at our best. These times affect how we behave, and that can have repercussions for your Customer Experience. For example. I am a morning person. When I have something creative or complicated to do, I like to tackle it first thing. However, in the late afternoon to evening, I am useless.
What a fantastic couple of days at the Arizona Biltmore. Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. Naturally, Customer Experience and AI were on the tip of everyone’s tongue. There is no doubt that the contact center industry is poised for massive changes.
Taylor Reach assists currency investment firm in acquiring new telephony platform. The Taylor Reach Group, Inc., announces a new telephony project for a world leader in international currency exchange. Working with individual and corporate investors, as well as handling foreign exchange transactions for businesses, creates a highly demanding customer experience environment.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Recent discussions with Customer Data Platform buyers and vendors have repeatedly circled around a small set of questions: what are the use cases for CDP? (This really means, when should you use a CDP and when should you use something else?) what are the capabilities of a CDP? (This really means, what are the unique features I’ll find only in a CDP?
Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and supervisors to drive specific outcomes within a call.
Often in life, it’s not what you say but how you say it that makes all the difference. This is even more true in a customer support conversation, so getting your company’s tone just right is incredibly important. Once you’ve figured out how you speak to your customers , the next challenge is getting your team aligned for a consistent experience. At Intercom we strive to maintain a high caliber of customer support, and we do this with a peer review system, where every member of our Support team c
We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. We discussed reciprocity in our recent podcast episode. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return.
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Every tech trend has a natural lifespan. It starts on the fringes, builds momentum with early adopters, then moves into the mainstream. Subsequently, you get some start-up successes, then a rush of VC-funded efforts, then an overshoot in expectations, and finally a settling-in to some kind of status quo. Think “P2P”, “big data”, “IoT”, or “blockchain”.
When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about.
Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.
There are a significant range of features and benefits within speech analytics software solutions that should be considered for virtually any organization.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Brand new users aren’t committed to your product when they first sign up. They’re just trying it out. A great first use experience has to prove to these new and uncertain customers that your product will actually make their lives better. It’s not surprising that onboarding flows focused on demonstrating all the features of a product become leaky buckets as new customers quickly lose interest.
“If all of your friends jumped off a cliff, would you do it, too?”. Who hasn’t heard that one before? We all know the evils of peer pressure from our parents, teachers or, in my case, the authorities. But what if I told you peer pressure could be great for your Customer Experience? Would you reconsider your judgmental stance against it? Everybody else is doing it.
The rise of digital commerce and the growth of social media have given consumers powerful tools to share their thoughts and feedback with brands. The ability for customers to tout their distinct opinions with far-reaching audiences is a new phenomenon that has shifted the way brands must think and operate. Excellent customer service must become a central component of companies’ strategies if they hope to survive and thrive in this digital age.
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
All over the world, companies are using data science to cultivate a healthy customer base. However, there are still a lot of questions surrounding this technological advancement. Let’s go on a quick journey to explore three major components of a holistic data science strategy and how these can improve your Customer Success strategies. The Limit Does Not Exist…Yet.
How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands. With more than 30,000 customers and 100 people on the Customer Support team, we’ve come a long way from the team of just nine when we first shared a blog post on using Intercom to support our customers.
To improve your customer experience you must also become much more customer centric. How do you do this? What should we focus on? Colin and Ryan discuss what you need to do and how this impacts building a great customer experience. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Creating and Sustaining a Customer Centric Culture appeared first on.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
A year ago, the CPaaS (Communications Platform as a Service) space seemed settled into comfortable middle-age. Twilio had won the game in terms of “API for sending messages and making calls” Nexmo had been acquired by Vonage. Tropo by Cisco. Zang by Avaya. But, it turns out that this was just a pause before the next verse in this tune. Twilio launched an ambitious expansion “up the food chain” with a call center platform in March (which went live this week), invested heav
While all three of these approaches have proved valuable in addressing business pain on the surface, these strategies have also failed to address the true root cause (business / IT wedge) and in many cases have only exasperated the problem by overlooking it altogether as vendors continue sell the business “ready to go” applications to help remove their dependence from IT.
Are you familiar with Tin Can API? If you have been dealing with e-learning then you probably have seen or heard reference to the Tin Can API. If not, then let me help you with it. Referring to the definition cited by Wikipedia : Tin Can xAPI “is an e-learning software specification that allows learning content and learning systems to speak to each other in a manner that records and tracks all types of learning experiences.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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