Here’s an obvious statement for you, “Make sure customers are 100% happy with their experiences”. This truth goes without saying, since happy customers – those who actually like doing business with your brand – are also more likely to be loyal to your brand. And as you know, a happy customer is the result of having positive experiences with your business, which leads to increased customer satisfaction and ultimately revenue generation.
In a recent whitepaper we highlight some notable statistics around the importance of Customer Satisfaction (CSat), Customer Effort Scores (CES), and Net Promoter Score (NPS). While CSat tells you how happy customers are, NPS measures customer loyalty, and CES helps you understand where grievances lie. CSat, NPS, and CES are best used together to achieve an accurate understanding of your customers and predict long-term business needs.
If you want to improve your customer satisfaction strategy, boost customer retention, and impact the bottom-line, then it’s worth considering how these statistics can help you.
The concept of a “North Star” metric has become a fashionable 
Are you having a rocky relationship with your contact center? Maybe you’ve been a victim of long hold times, poor customer service, or having to repeat an issue over and over to different agents. At first, like many relationships, both sides are willing to work hard and even overlook some of the red flags. But over time, once loyalty has developed, its possible that things might get a little too comfortable, taking for granted how hard it was to earn your admiration in the first place. With better communications, it’s possible for your relationship to mend, but if interactions stay the same or get worse, it might be time to cut ties and find a new call center to love.
Have you thought about implementing a call-back feature in your workplace? Are you weighing out the benefits? Call-back solutions could be instrumental in creating a positive working environment for your staff. It has the capacity to 
We live in the era of social media, where a single negative review can go viral in a nanosecond. Customers know what they want and what they’re going to get when they engage with a company – and “delight” is not on their list of 
Adapting to changes in the call center industry has become an annual requirement (this is especially true for organizations that stay in tune with the latest trends). Call centers experience continual transformation, from new technology to evolving consumer behavior. Now that we’ve entered the final month of 2014, I thought it would be fitting to share the top infographics that best illustrated the year we had.
It is becoming increasingly clear that benchmarking is essential for contact centers. Although measuring and understanding metrics is a major challenge for call center managers, many benefit from looking at industry standards and benchmarks to help track their success.
