In addition to actively measuring VoC via surveys, as mentioned in last week’s blog, companies can also passively measure satisfaction via AI and sentiment. Companies talk about the importance of offering great CX
Key number 6 involves understanding a customer’s CSAT or NPS for key interactions. This could involve each and every interaction or just select interactions that are part of the larger journey.
There is a new emerging channel that industry analysts predict will quickly surpass web chat and eventually become the most used, and most effortless channel: asynchronous messaging.
Start with your customer and what they want using an outside-in approach to create great customer journeys, and then implement customer-centric business rules. Doing so will give you omnichannel that’s as seamless and effortless as it is personal and natural for customers.
Research from IQPC, Gartner, Dimension Data, and others shows that customers want effortless omnichannel journeys across channels, yet less than 15% of companies today offer seamless conversations. Why are companies not providing omnichannel support? Many find it too difficult and time-consuming to implement. Luckily, our latest ebook “Top Ten Keys for Creating, Measuring, and Improving […]Continue reading
Customer Contact Week (CCW) events are the world’s largest events in the customer experience/contact center space. This year, we went to the annual CCW event in Las Vegas, and then the annual CCW Europe event, which took place in Amsterdam, Netherlands, earlier this month. For those looking for great CX in Amsterdam, we wanted to […]Continue reading
In an increasingly digital world, when it comes to customer experience (CX), companies want to become modern digital businesses that personalize CX much like mom-and-pop companies of the past.
Last week, G2 Crowd released its Fall 2019 CCaaS grid and market report. The report is aimed at helping companies narrow down technology options when searching for a new cloud contact center partner. The report uses unbiased, real customer data and reviews to judge the vendors on different indexes. Indexes include a usability index, an […]Continue reading
Consumers expect modern brands to offer effortless and personal customer journeys. Whether buying a new product on an online retail store or calling in for support on a high-tech electronic device, customers want to connect with their favorite companies over the digital channels they use in their personal day-to-day lives.
Net Promoter Score, or NPS, measures customer perception of a company or product based on one simple question: “How likely is it that you would recommend [Company/Product] to a friend or colleague?” Contact Center Net Promoter Score was first developed by Bain and Company and has been considered the gold standard customer experience metric along […]Continue reading