Customer service and customer experience blog for call center professionals
Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking . This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
First, let’s take a quick look at the panel of speakers: Daniel Hong, Jon Arnold, and Shai Berger.
Everyone knows how important it is to monitor metrics, but do you know how to pick the right ones, and implement an effective strategy? The trick to successfully manage metrics is to specifically identify which data points are relevant to you, and to analyze what that data means to your organization. What makes this task so daunting for contact centers is the sheer number of metrics to choose from: Service Level, Customer Satisfaction Score, Abandon Rate, First Call Resolution, Average Speed to Answer, and the list goes on.
Ultimately, tracking the right numbers is essential to managing a well performing contact center. However, as call centers serve an increasing number of channels and agents are stretched into new roles, the act of choosing the right metrics becomes even more confusing. Continue reading
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.
Customer satisfaction, otherwise known as CSat (when referring to the contact center), indicates overall customer happiness. If your business is experiencing low customer satisfaction scores you might be left scratching your head and asking “Why?” In fact, a recent report by Indiana University’s Kelley School of Business revealed that a wide cross-section of industries often overestimate their customers’ satisfaction. This leads them to rely on unrealistic expectations when making marketing decisions and allocating resources to address marketplace issues.
In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat. This guide will discuss important metrics to consider when measuring satisfaction, and how to achieve customer happiness and retention along the way.
How Do CSat, NPS and CES Work Together?
While both CSAT and NPS are measurements of customer sentiment, they have very different functions. NPS has a standardized process and measurement trademarked, while CSat is a more general concept. The second divergence is in what the two metrics measure. NPS is typically said to be a measurement of customer loyalty to a brand. By contrast, CSat scores are strictly a measurement of customer happiness. Continue reading
Running a call center is no easy task, they follow strict KPIs, often operate on a low budget, and are highly susceptible to public scrutiny if their services are not up to par. However, even with a recipe that’s hard for many to master, some contact centers have discovered the perfect ingredients and should be praised for their success. We often commend businesses like Zappos or Publix, who have historically outperformed their competitors when it comes to customer service. This month though, I’d like to give a mighty high five to USAA, a Texas-based financial services firm helping people and families that serve, or served, in the United States military. Here’s why…
Every day at Fonolo, we’re involved in helping companies improve their customer experience. It’s a tough task because there are so many moving pieces involved. Many consumers don’t realize how many things a company has to get right in order to deliver a good experience. They only notice the flaws; and then complain loudly.
When a company wants to focus on improving its customer service operation, the first question that comes up is, “how will we measure the improvement?” The most common answer to that question is “Net Promoter Score”. At least, that’s been the case for the last decade, but things might be starting to change.
![[Webinar] 5 Ways to Master “One Contact Resolution”](https://fonolo.com/wp-content/uploads/2016/06/Webinar-5-Ways-to-Master-“One-Contact-Resolution”.jpg "[Webinar] 5 Ways to Master “One Contact Resolution”")
Did you know that only 4% of organizations provide world class levels of customer satisfaction? A major reason for this is the dissatisfaction that customers experience when being forced to use more than one channel to contact an organization. In fact, a whopping 42% of customers who do not experience One Contact Resolution (OCR) report low satisfaction levels and negative Net Promoter Scores.
More and more, contact centers are realizing the importance of OCR, but can’t seem to find ways to master this critical metric. We get it – this is no simple task. Fortunately, there are ways we can assist. In this one-hour webinar you’ll learn how to properly deliver, measure, and improve OCR. Continue reading
Here at Fonolo, customer service is a passion. We’re always reading, writing and discussing ways to help companies improve their service delivery and make life easier for consumers.
Accordingly, here are 10 of the best customer service articles from 2015: Continue reading
Have you ever thought about the type of customer feedback you could draw from a Net Promoter Score (NPS) survey, or wondered what a good NPS should look like? If so, The Zendesk Customer Service Benchmark Report is sure to have the answers you’re looking for.
This report is based on actual customer service interactions from more than 25,000 companies, across 140 countries. It measures key metrics around customer self-service, customer support, and customer engagement. Continue reading
