CSAT
Cutting Costs in the Contact Center: Don't Ask What You Can Do For Tech, Ask What Tech Can Do For You
July 18 by Christine DuceyWhen deciding between going high-tech and keeping things old school, many companies choose the latter. However, investing in the right technology can actually make customers happier and business bette...
How To Build A Customer-Centric Culture: A Guide To Improving Employee Engagement
January 02 by CCW DigitalOur research has found that higher levels of engagement predict improved office culture, individual performance, and synergistic communication, having a direct effect on customer satisfaction.
Top 5 Customer Service Metrics for 2014-15
March 04 by Brian CantorThere is measuring and there is managing. Given the ease with which today’s businesses can collect, store and analyze performance metrics, organizations have little reason to refrain from me...
Customer Satisfaction Measurement That Doesn't Suck
August 01 by Greg LevineA comprehensive transaction-based customer satisfaction (C-Sat) measurement process is essential for any organization hoping to keep its finger on the pulse of customer sentiment and its hand in the...
What Do Facebook and the Major Airlines Have in Common?
July 26 by Customer Management IQWhat do the major social networks and the major airlines have in common? Hint: The answer is not that they are both "flying high" right now. It is not even that they’re both global (granted,...
7 Steps to a Contact Center Strategic Plan
December 06 by Colin TaylorIn our call center and contact center consulting practice, we are often asked this question. Johnson and Scholes (Exploring Corporate Strategy) define strategy as follows: "Strategy is the directi...