Articles
CX and CSAT can be just as important for B2B or industrial sales. After all, you're dealing with people here, too. Here’s why it all matters.
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Customer experience can make or break a business. Learn why CX matters, how to measure it and seven ways to improve it.
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Average handle time (AHT) is a key metric that can help contact centers streamline their operations and improve customer satisfaction.
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It doesn’t matter if your organization uses SMART goals or OKRs — you must be clear about what you’re trying to accomplish with your customer experience.
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CX leaders and practitioners share their thoughts on how they are evaluating the successes and failures of their CX efforts.
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As business leaders, we tend to rely on quantifiable metrics because — as the old adage goes — “numbers don’t lie.” Except, of course, when they do.
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The last 20 months has had a lot changes for all facets of business including call centers and 2022 is coming fast. Here are the biggest hurdles.
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Are you exploring all of the ways to apply customer satisfaction results to unlock business insights?
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CDPs can provide customer service reps a complete view of their customers, allowing the business to improve retention rates, reduce churn, and improve loyalty.
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Discover how to harness the power of customer feedback from simple KPI metrics like the customer satisfaction score (CSAT).
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With customer experience now a major point of competition, it's no surprise the ability to measure and improve CX has become a bigger priority.
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We dig into some common Voice of the Customer templates and how CX practitioners approach collecting their customers' feedback.
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This article will discuss 6 KPIs that can be used to clearly determine whether a brand is providing an exceptional omnichannel customer experience.
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Two years ago, I was perfectly content to wait a couple of days for a purchase. Amazon Prime Now ruined me.
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