Knowing what your customers think is important for businesses, but not everybody is comfortable with asking their customers to provide feedback. While surveying customers is still a good approach to take, there are metrics that your company can track that will provide valuable information pertaining to customer satisfaction. 5 great metrics include: incident volume, first response time, resolution time, abandonment rates, and first contact resolution. The article “5 Customer Service Metrics Every Business Should Be Tracking” by Sreeram Sreenivasan (ChamberOfCommerce.com) discusses the benefits of tracking these metrics in more detail. To read this article, click the link below:

5 Customer Service Metrics Every Business Should Be Tracking

Did you know that there is a difference between customer success and customer support? There is! Customer success involves building relationships with your customers and helping them daily, while customer support involves resolving customers’ specific products and product issues. While customer success and customer support have similarities and must be utilized conjointly, it is important that your organization understands the differences between them. The article “Customer Success vs. Customer Support” by Teresa Becker (ClientSuccess) discusses this topic in more detail. To read this article, click the link below:

Customer Success vs. Customer Support – Teresa Becker 

Customer service used to be limited to in-person interactions and phone calls, but your options have expanded greatly with the development of the Internet. Common options companies could use for customer communications include email, instant messaging, video chat and social media. But there are other technological advances that can aid your company, such as data tracking and mobile phone tracking such as Directional Audio. The article “The future of customer service is now” by Shep Hyken (Retail Customer Experience) discusses these customer service capabilities. To read this article, click the link below:

"The future of customer service is now" - Shep Hyken (Retail Customer Service)

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The article by Tony Abraham of Technical.ly Philly, “This Philly startup is using live video to enhance customer service calls,” discusses a new mobile app, Livegenic, which enables customers to stream video from their phones directly to customer service representatives while maintaining the phone call. To read the full article, click the link below:

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The release from Premier Technologies, “The contact centre in 2015: what the future holds,” discusses a report by the company 3C Logic that gives four trends affecting call centers this year. A couple of these trends include virtual agents and customers with a preference for self-service. To read the full article, click the link below:

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You may be confused on what Big Data can do for companies. One way Big Data can help is by examining a lot of information to help determine the best communication methods for customers. To read the full article by Todd Smekens, "Big Data Can Have a Big Impact on Customer Service," for a more in-depth explanation of how Big Data can help your customer service, click the link below: