Today we’re looking at First Contact Resolution, Average Handle Time, Abandon Rate, and Customer Satisfaction. Why these four? Because, while there are tons of very important contact center metrics you could be keeping an eye on, these four metrics shift the focus from measuring operational efficiency to creating better customer experiences. Don’t get me wrong, those aren’t mutually exclusive. But in a crowded, hyper competitive market — one where 88% of consumers say their experience with a brand is just as important as the product or service they buy — a customer’s experience with a contact center can literally spell the difference between business success and business failure. This episode was adapted from the article, "How to Evaluate the Effectiveness of Your Call Center and Improve Performance." Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
We’ve found that often times the best way to break through the noise and figure out your next best step is to talk with peers. And, in a mostly virtual world these days, that can be tough to find. So we interviewed some incredible contact center leaders to see what advice they’d lend. And it’s real good. This episode was adapted from the article, "Experts Weigh In: 3 Contact Center Management Best Practices." Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
So what do we mean when we’re talking about customer follow up? There are two trains of thought here: One is following up with prospects to close a sale, and the other is the process of reaching out to talk to recent customers — which usually involves a phone call after the customer fills out a survey. In this episode, we’re focusing on that second option. And it’s this kind of follow-up that, when you do it right, can bring a ton of value to your business — specifically in three key ways. This episode was adapted from the article, "Why Customer Follow-up Is Crucial to a Positive Customer Experience." Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
Take a look at businesses and brands today and you’ll see it over and over again: the most successful companies out there—the ones that are crushing it on practically every level—are the ones that truly put their customers first. They drive increased revenue, retain customers, and churn out brand evangelists like clockwork. Having a customer-centric foundation is a guaranteed recipe for business success—a recipe that’s plated best as a snack. This episode was adapted from the article, "4 Steps to a More Customer-Centric Business." Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
Smooth, simple, and seamless. That’s what customers want when they interact with your brand. And if you want proof, they’re saying so themselves. 74% say they’re likely to buy products based solely on the purchase experience. 42% say a seamless experience across all channels is a TOP priority when considering doing business with a company. These seamless experiences will look different between industries, brands, and maybe even departments — but the foundation they’re built on will always look the same. This episode was adapted from the article, "How to Create a Seamless Customer Experience." Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
Total Experience is quickly becoming the next step in customer-centric evolution. It's not just another X—it's the intersection of customer, employee, user, and multi-experience. It holds the key to addressing both customer and agent expectations, and could drastically change how you align goals and projects across teams. In this special episode, Meghan Hussey guest hosts the show to take you through an in-depth look at Total Experience, with thoughtful and practical ways to bring it home to your organization. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
Really, there’s a LOT that goes into creating winning experiences for your customers. But, at the same time, the principles of creating great customer experiences are pretty universal. You know a great customer experience when you have one. It’s that “wow” feeling you get when the business you’re dealing with not only gets you, but makes you feel like they’re going out of their way to make sure you’re taken care of. Brands that are crushing it right now understand customer loyalty. They take an objective look at their CX. And then they adapt, evolve, and implement winning experiences that keep their customers feeling like a million bucks…which they’ll typically reinvest back in the brand. And the ingredients that go into this magic CX? Sam's the chef about to walk you through the recipe. This episode was adapted from the article, "What Makes a Great Customer Experience." Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
You don’t need an MBA to know that unhappy customers are bad news bears. Yeah, there are all the stats that tell you…but I mean, just conceptually, if your customers aren’t happy, you don’t have a business. So when it comes to preventing customer frustration—particularly frustration with your contact center—you really need to get it right. Because, most consumers will leave after one—yep, just one—poor experience. And fixing it all starts with knowing exactly what sets your customers off. This episode was adapted from the article, "5 Causes of Customer Frustration with Call Center Service (and How to Fix Them)." Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
Customer experience is the top competitive advantage for brands today. We're not making this stuff up—studies consistently show consumers are willing to pay more for great experiences, while they’re more likely to take their business elsewhere after bad ones. You’re looking at CX all day every day, battling budget constraints, lowering OpEx, trying to hold onto talent, all while refocusing on the customer. And customer experience is definitely a competitive advantage in today’s marketplace. But on the flip side, if you’re not looking forward and evolving, it’ll become your downfall. We’re all about looking forward around here, so Sam's rounded up some innovative and advanced strategies to make your brand stand out for its experiences. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
When you forecast business growth, it's often in terms of P&L, EBIDTA, MRR, and other top-line metrics. And, while many brands sleep on NPS and CSAT, you chose to listen to this episode—and that means you know that these customer perception metrics play a critical piece to longterm business growth. The contact center is a central part of a CSAT or NPS evaluation. But there are dozens of factors that go into these metrics, right? Sure, that may be true. But we're about to see how your contact center can be the human-powered rudder that steers your NPS toward a brighter tomorrow. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/