How To Use Customer Experience Data to Improve Customer Service

Customer Experience Data

The divide between mature and immature companies isn’t based on the amount of budget dedicated to customer service or experience, but rather the attention given to gathering customer data and acting on customer insight. A survey of companies and agencies translating experience data to customer service action was a key differentiator between companies succeeding in their business […]

Read More >

Do You Know Exactly What Customers Want From Customer Service?

Customer Experience Data

80% of companies say they deliver “superior” customer service, but only 8% of customers think these same companies actually deliver “superior” customer service. Though most brands believe that their customer service is adequate to keep their customers happy, it’s clear that most customers feel otherwise. When a person purchases products or services from a brand, the […]

Read More >

Customer Service Nirvana: Why You Should Never Wait In Line Again

Customer Service Wait Time

Waiting in line is the ultimate dread for any customer working with customer service. The epitome of customer service excellence and what I consider customer service nirvana is the ability for an organization to achieve a level of customer service perfection where customers no longer have to wait in line. When we started DigiCert, a […]

Read More >

4 Reasons You Need Customer Interaction Analytics Yesterday

Customer Data Analytics

Customer interaction analytics provide a wealth of information about a contact center’s customers, workforce, and the effectiveness of its current system. In doing so, it highlights a call center’s strengths and weaknesses, information that is crucial to improving both customer satisfaction and efficiency in the workplace. With more and more work in contact centers being […]

Read More >