The Employee Engagement Blog

The Employee Engagement Blog

Are Your Ticket Escalation Metrics Bringing You Down?

Posted by Stephen Spiegel on Dec 21, 2020 9:30:00 AM

Escalation metrics have a big impact on CSAT and the overall customer experience with a company. So, what is escalation? And why is it important to track ticket escalation metrics?

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Topics: Customer Service, Customer Service Metrics, Ticket Escalation Metrics

How Poor Ticket Completeness Is Hurting Customer Satisfaction

Posted by Stephen Spiegel on Dec 9, 2020 9:30:00 AM

How many of your help desk tickets are actually complete? How do you define ticket completeness? And how can tracking ticket metrics help?

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Topics: Customer Service, Ticket Completeness, Service Tickets

Top SLA Metrics for a High-Performing Customer Service Team

Posted by Stephen Spiegel on Dec 2, 2020 9:30:00 AM

Are you tracking the right metrics for a higher customer satisfaction score (CSAT)?

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Topics: Customer Service, NPS, CSAT

How to Turn a Bad Customer Experience into a Lifelong Relationship in 5 Steps

Posted by Stephen Spiegel on Aug 5, 2020 9:00:00 AM

When a customer has a bad experience, you have to act fast

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Topics: Customer Service, handling customer service, active listening

Employee Engagement Throughout 2019

Posted by CrewHu on Jan 15, 2020 8:15:00 AM

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Topics: employee engagement, Customer Service, Customer Care, trends

Bad Reviews Can Be Good Reviews

Posted by Stephen Spiegel on Dec 18, 2019 10:15:00 AM

Reviews aren’t always glowing, and that’s OK

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Topics: Customer Service, customer feedback, customer retention, customer satisfaction, Customer Care, Customer experience, customer focus, testimonials, customer testimonials

How to Gather Customer Testimonials

Posted by Stephen Spiegel on Dec 4, 2019 10:15:00 AM

Testimonials aren’t reviews

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Topics: Customer Service, customer feedback, surveys, customer retention, customer satisfaction, convey value to a customer, Customer Care, Customer experience, customer focus, testimonials, customer testimonials

Get More Feedback: Don’t Bore Your Customers with Long Surveys

Posted by Stephen Spiegel on Nov 6, 2019 9:44:28 AM

It’s not always as simple as asking for feedback

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Topics: Customer Service, customer feedback, surveys, customer retention, customer satisfaction, measurement, Customer Care, Customer experience, customer focus

What Is a Quality Review and How Do You Get More

Posted by Stephen Spiegel on Oct 23, 2019 10:15:00 AM

By now you should have thousands of reviews, right?

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Topics: Customer Service, customer feedback, customer satisfaction, measurement, Establishing value, Customer experience, customer focus, Net Promoter Score

Make Your Customer Feedback Campaign Effective

Posted by Stephen Spiegel on Oct 9, 2019 2:15:41 PM

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Topics: Customer Service, customer feedback, surveys, customer satisfaction, measurement, Customer Care, Customer experience, customer focus

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