Go Beyond Net Promoter Score To Measure The Customer Experience Effectively
Aug 27, 2020 Jim Iyoob
Forbes defines the Net Promoter Score (NPS) as an index used to determine how willing customers are to recommend a brand, product or service. Most…
Learn More...4 Golden Contact Center Quality Monitoring Trends of All Time
Jul 31, 2020 Shawndra Tobias
When we speak to contact centers about what’s happening in their organizations, Quality Monitoring (QM) and Quality Assurance (QA) are the two challenges that they…
Learn More...5 strategies to enhance proactive customer service
Aug 09, 2019 David Carrizales
Proactive customer service is about foreseeing client needs and meeting them before they have to ask. This type of service is also aimed at increasing…
Learn More...5 Effective Tips to Raise Your Customer Service Standards
May 29, 2019 Shawndra Tobias
What Are Your Company’s Customer Service Standards? According to the Institute of Customer Service, your company’s customer service standards should include clearly defined and communicated…
Learn More...Essential Customer Service Skills for Every Call Center Agent
May 15, 2019 Jim Iyoob
As the primary point of contact in the customer experience, call center agents to play an integral role in the success of a company. A…
Learn More...4 Pillars to Customer Service Strategy to Deliver Extraordinary Customer Service (Part 1)
May 29, 2018 Jim Iyoob
Keeping customers happy is a top priority for businesses across the board in this highly competitive market. An unhappy customer or a customer who has…
Learn More...Live Chat Best Practices to Deliver Superior Customer Service
Apr 10, 2018 Jim Iyoob
With the Internet being the primary source of shopping and finding information before making a purchase, offering a customer-friendly browsing experience is paramount for any…
Learn More...Top 7 KPI’s to Measure Your Customer Experience Levels
Feb 07, 2018 Matt Rocco
Enhancing customer experience is an absolute priority for corporations today. To determine if customer service meets expectations, you need the ability to measure the key…
Learn More...Organizing Customer Support on Social Media the Right Way
Feb 05, 2018 Jim Iyoob
These days, social media and customer services are essentially one and the same. Companies are better able to take care of their customers, and customers…
Learn More...Redefining Shopping Cart Abandonment In Face Of New Challenges
Nov 06, 2017 Jim Iyoob
Abandoned shopping cart rates are a crucial metric for retailers who are concerned about increasing online conversion. Thousands of dollars are invested by businesses to…
Learn More...