Customer satisfaction, also known as CSat, is a measure of how satisfied customers are with the products or services offered by a company. It is
Poor customer service has a measurable impact on a business’s bottom line. In fact, 32% of customers would stop dealing with a brand after one
In this post: The benefits of CX management Where should you start with CX management? The sub-disciplines of CX management Become a CX diplomat How
Employee Satisfaction (ESat) is a metric which measures how happy employees are in their job. This metric will generally track factors including: Want more articles
Transferred calls aren’t always due to routing system failure – sending customers to other agents is sometimes unavoidable. But if your Call Transfer Rate (CTR)
True story: I was about to start an 18-hour multi-transfer plane journey when I noticed a suspicious transaction on my banking app. I contacted the
There’s no doubting that 2020 was a tough ride for the insurance industry. With 2021 shaping up to be perhaps just marginally better, many industry
Customers hate waiting on the phone to speak to an agent. Everyone knows this. The question, then, is why do so many of us keep
Call abandonment happens when a customer hangs up before speaking to an agent. This may happen for a variety of reasons and it’s a contact
Do you want to keep your customers? Then keep your customers happy. You know how important experience is because you’re a customer. And even if
