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customer service

For a long, customer support teams have relied on customer satisfaction (CSAT) scores for tracking the effectiveness of the service delivered. But is it enough? Has it helped customer services leaders to effectively identify the areas of improvement? The answer is a clear no, as per a recent report. This is because the CSAT metric which we are using extensively today, has a few inherent flaws: Firstly, when you reach a saturation point i.e., after…

Jimmy Dean once famously said, one cannot change the direction of the wind, but one can adjust the sails to reach the destination. Nowhere does this notion holds true than in the field of customer service. The nature of today‚Äôs customer service industry is changing rapidly. New trends are emerging with every passing day and if you aspire to succeed in such an ever-changing environment, you cannot simply opt to under look all the happenings.…