CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). Sentiment analysis showed a 3% increase in Net Promoter Score (NPS) and improvements to clients’ overall wellbeing score.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

Verint

APRIL 27, 2017

Customer Contact East: Frost & Sullivan Executive MindXchange. Primary themes during the conference included: Digital Transformation Is Ushering in an Era of Unprecedented Change. Earlier this week Verint took part in the. in Fort Lauderdale, Florida. Verint’s own research has shown that:

Customer Engagement 41

Customer Engagement Engagement Strategy Conference 41

Stella Connect

JANUARY 4, 2022

Salesforce’s recommended training priorities for customer service staff include: product knowledge, effective communication, patience, efficiency (proficiency with tech stack, anticipating likely customer questions, etc.), Align customer service training with brand values and goals. Emphasize hands-on learning.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Pointillist

JUNE 15, 2018

According to a recent study by The Temkin Group, loyal customers are 5 times more likely to repurchase, 5 times more likely to forgive mistakes, 7 times as likely to try new offerings, and 4 times as likely to refer other customers. Track Customer Satisfaction Along the Entire Journey.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110