CSAT

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Use customer surveys to innovate your customer experience

Imagine that you’ve just dropped a glass of water in a customer’s lap. Chances are that the look on their face will tell you how they feel!

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What everyone should know about integrated phone support

Unfortunately, most companies don’t have an integrated solution for phone support. Isn’t it time we shine a light onto phone support operations?

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10 Customer experience KPIs

According to recent research, by the year 2020, customer experience will overtake price and product as the key brand differentiator.

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Three customer support KPIs you need to track

Over the years, I’ve been fortunate enough to be included in discussions with some of the world’s most effective customer support leadership teams.

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Feedback is a gift—take it and optimise

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Customize your CSAT surveys Article

Customize your CSAT surveys

Customer satisfaction (CSAT) has long been a measurement used to help companies understand how well their agents and the customer service organization as a whole have been performing

How customer-centric is your business? Article

How customer-centric is your business?

When companies succeed at putting customers first, customers are more likely to advocate for and stay with a company longer.