In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. This month, we will talk about what we should be doing instead, uncovering the key drivers of CSAT....
In my work, I frequently encounter individuals discussing the importance of being data-driven. However, the work they share usually relies on past experiences and assumptions rather than actual data. I don’t believe this is an intentional attempt to deceive or take shortcuts. Statistics heavily...
When evaluating customer service technology, you must ensure the solutions they provide will give you the desired impact. Whether you’re looking for higher CSATs, lower operation costs, or a combination of the two, knowing how to assess a tool is invaluable. It can save you time, money, and...
Our client, one of the largest credit unions in the United States, has been working with Concentrix for two decades. Back in 2013, when IVR technology was just starting to grow beyond simple call routing, we developed its first dual tone multi-frequency (DTMF) banking application. If “press 1...
Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES) . Consultants have set up entire businesses profiting from this discourse. However, this ongoing argument about the ...
Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management . We continue our discussion by examining what qualifies as sound design and what to consider while creating a balanced scorecard. Striking the...
Ecommerce retailers constantly check their support center for areas of improvement to maintain a superior customer experience. If you want to evaluate your own imperfections, a handy customer service quality assurance checklist will help you see how you stack up in your progress to create a...
As business leaders, you know the importance of strategic planning. Having a clear understanding of your business goals and how to achieve them helps you stay focused and therefore, better serve your teams and other stakeholders. But being a leader doesn’t necessarily mean you’re good at (or...
Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: 1. Redesign your quality form to focus on key drivers 2. Measure three quality metrics vs. one overall score 3. Evaluate interactions from the customer’s perspective ...
Elizabeth Magill | VP Marketing. High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business...
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