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How to Run a Customer Service Metrics Healthcheck

“There are lies, damn lies, and statistics.” – Mark Twain The problem with metrics and statistics is that they are only as reliable and valuable as the data used to create them. If your … See more

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URL: https://www.nicereply.com/blog/how-to-run-a-customer-service-metrics-healthcheck/

The Ultimate 2024 Guide to Measuring Customer Satisfaction

WEBCSAT is the most common metric for measuring customer satisfaction because it’s simple to use and easy to understand. Everyone in the company can easily interpret scores. Customers clearly understand what’s being asked of them. Plus, because customers can give feedback with just one click, response rates are higher than traditional long

Category: Health Go Health

Customer Health Scores: Take A Temperature Check On Your …

WEBCreate a customer health scoring framework in 4 steps. So now that we have established the importance of customer health scores, here’s how you can create one in 3 simple …

Category: Health Go Health

5 Psychology Tips to Deliver Better Customer Experience

WEBAbraham Maslow’s hierarchy of needs theory is the perfect example for showing how much people value being valued. Maslow’s theory says that after our basic physiological and …

Category: Health Go Health

What Is Net Promoter Score

WEBThe NPS formula looks like this: NPS = Percentage of Promoters – Percentage of Detractors. In other words, it’s calculated by subtracting the percentage of Detractors from the percentage of Promoters. The score can range from -100 (all customers are Detractors) to +100 (all customers are Promoters).

Category: Health Go Health

Compassion Fatigue: What It Is and How To Handle It

WEBAnother way to help prevent Compassion Fatigue is to develop your self-care routine. Make sure to eat food that makes you feel good, exercise regularly, and get enough sleep. …

Category: Food Go Health

Employee Net Promoter Score (eNPS): What it is

WEB1. It’s a simple metric. eNPS provides a quantitative measure of employee engagement within your company, and one of its strengths is its simplicity. You ask the question, …

Category: Health Go Health

NPS vs. CES vs. CSAT Metrics: Which One(s) Is the Best For You

WEBLike NPS, CES is measured by asking a single question, so it’s also very easy for customers to respond to. Unlike NPS, a higher CES score is a definite sign you’re …

Category: Health Go Health

5 Ways Top Support Teams Show Love to Their Employees

WEBRead on to learn how successful support teams create a healthy and positive work environment for their employees.

Category: Health Go Health

Is Happiness at Work Necessary to Give Good Customer Support

WEBWe spend a lot of time at work. Specifically, the average person spends 90,000 hours at work over the course of their lifetime. Let’s put that into perspective. The average global …

Category: Course Go Health

Nonresponse Bias: Your Guide to Avoiding Errors [+ Examples]

WEBLet’s first understand what nonresponse bias is before we explore ways to prevent errors in your survey. Nonresponse bias is a type of bias that can happen during survey research when the individuals chosen for the survey do not respond. This can lead to a significant difference in characteristics between the respondents and non-respondents.

Category: Health Go Health

Queue Fatigue and How to Stop It

WEBQueue fatigue, the insidious little sibling of burnout, is an ever-present threat for every support person. Here’s how to stop it.

Category: Health Go Health

Cherry picking: How to prevent it in your support team

WEBTraining Focus. The main cause of cherry picking is a lack of knowledge. If you can empower your agents to respond to any question, they won’t be looking for the easy …

Category: Health Go Health

Open-Ended Questions: 28 Examples of How to Ask Properly

WEBComparison: Open-ended vs closed-ended questions. Open-ended and closed-ended questions serve as the two sides of the inquiry coin, each with its unique advantages. …

Category: Health Go Health

You’re Not Alone: How Other Customer Support Teams are …

WEBMost countries are at least a week into their Covid-19 preparations, and customer support teams are settling in to their new normal. Whether your volume has gone up or gone …

Category: Health Go Health

25 Customer Service Email Templates that Generate Trust and …

WEBLooking to give your emails and macros a little bit more depth, personality, and thoughtfulness? Together with Influx, we have compiled 25 of our favorite customer …

Category: Health Go Health

7 Types of Nudges to Provide Better Customer Experience

WEBNudges to Improve Customer Experience. 1. Simplify Support Access. Customers want to get their support fast and where they are. Nudging customers to the most natural …

Category: Health Go Health

How to Ask Someone to Take a Survey via Email [+With Examples]

WEBGratitude. Provide a heartfelt “thank you” for donating their time. Readers quickly see the value of Chubbies’ survey email: “Need help determining what [to] make next” explains …

Category: Health Go Health

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