Enough already about the importance of creating a strong "customer experience." If you read one more "can't miss" customer service statistic, you're going to lose it.
Connect First Blog Posts
Allow me to introduce myself. I’m a Customer Success Manager (CSM) at Connect First. You can consider me your primary point of contact who will be in charge of overseeing all aspects of your account. Once your onboarding process is complete, I’ll be like a direct member of your staff—ready to assist you every step of the way.
As we discussed in a recent blog post, not all organizations prioritize customer service equally. While some companies (like Amazon, Zappo’s and Apple) do a great job of pleasing their customers (and, in turn, receive high customer service ratings), many companies simply fail to strive for excellent customer service.
It Could Wind Up Saving Your Company
Think about the ordinary customer that dials into your contact center with a complaint. How much of a voice does this customer have? Unfortunately, in many organizations, it’s not a very loud one.
Let’s face it: Customer service agents aren’t genies; they don’t have the power to make every customer wish come true. There are some basic customer requests, however, that should never be denied, as doing so can reflect terribly on your company.
Customers can ultimately be boiled down to two categories: They are either satisfied or dissatisfied.
Employee engagement is emerging as a top priority for contact center leaders. A company's contact center agents have by far the most interaction with the company's customers, thus contact center agents have a huge impact on the customer experience and, hence, on organizational revenue.
In the spirit of the Olympics, I'd like to challenge companies to raise their standard of excellence and strive to improve the quality of service that they deliver to their customers and prospects. To do so, managers need an effective set of key performance indicators (KPIs) that track meaningful and informative data. Most companies have standard metrics that they use to determine how well they are doing in delivering outstanding service. Unfortunately, companies are using KPIs that they have tracked for as many as 30 years. Here are some of the outdated KPIs that organizations should no longer use to track customer satisfaction: