Customer loyalty and retention are at the top of the list when it comes to contact center goals. But driving loyalty and retention takes more than just measuring the customer satisfaction score (CSAT) or the net promotor score (NPS) and calling it a day. There are a lot of other indicators that impact customer loyalty and overlooking them can lead to missing the mark on customer experience. So how do you improve customer loyalty and retention rates? And what contact center metrics should you be measuring to get there?
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Transforming customer experiences
I’ve seen technology completely transform since I first started working in London on communication capture – 30 years ago!
There’s a lot to consider when making the software choice for your contact center. And this is why NiCE CXone is especially grateful to be recognized by Frost & Sullivan as the recipient of the 2020 European Contact Center as a Service Competitive Strategy Innovation and Leadership Award.
A data lake is a repository for storing massive amounts of raw data in its native form, in a single location. It has evolved over the years, from local storage, to data warehouses, and now the data lake concept – with each step, creating better capabilities for companies to store, manage and analyze the growing amount of data generated each day.
When downloading an app, ever wonder about its privacy policy? What does access to your GPS, contacts, and photo gallery have to do with the app at all?
See what “easy” customer service looks like and learn the emotional aspects of the customer experience. Delivering the “three E’s” of customer service – effectiveness, ease of use, and emotional connections – is a proven recipe for increasing customer loyalty and retention.
The annual Consumer Wave of the NiCE Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers. The study polled more than 2,500 individuals in the United States, United Kingdom, Australia, and Canada during September 2020 – specifically consumers who had communicated with a company through a customer service experience in the last three months. Here are the three major subjects we explored in the consumer research and what they mean for the future of customer expectations.