First Call Resolution is a vital contact center metric that monitors accurate and prompt support, tracking the number of customer issues resolved within the first support call. Fast-paced consumers want brands to value their time and expect their needs to be met on time—no matter how they get in touch with the brand— which makes FCR a leading indicator of customer happiness and a direct measure of a call center’s operational efficiency.

Measuring your Net Promoter Score (NPS) is the most effective way to gauge customer satisfaction. NPS dates back to 2003, when Fred Reichheld, a partner at Bain & Company, introduced a novel way of measuring how pleased your customers are with the products and services you deliver. If you’re unfamiliar with NPS, this guide will help you understand what NPS means and how you can use NPS for your business growth and to improve customer satisfaction.

A customer service management platform is a software platform that provides a variety of tools, information, and workflows relating to customer service and the customer experience. It goes beyond the functions of a more basic ticketing system while still offering the vital functions that those systems provide. A CSM platform will enable you to manage better relationships, boost productivity and improve the customer journey.

ITIL 4 establishes the service value system (SVS) to show “how all the components and activities of an organization work together to facilitate value creation.” This is comprised of five elements: It’s vital to understand the core principles before you can relate them to customer service, as they all play a role in the customer journey.

If you’re in customer service, you’re likely to run into angry/frustrated customers who are facing a difficult time with your product or service. In these situations, you should know how to apologize to a customer properly. From the tone of your apology to how you write an apology statement, it shows the customer that you genuinely understand their position and are actively working towards fixing their issue.

Delivering an outstanding customer experience (CX) has never been more important. In fact, according to the findings of the Zendesk CX Accelerator 2022 report, customers are even less patient now than they were a year ago when it comes to the quality of the interactions they have with companies. Failure to meet their expectations can also carry a heavy cost, pushing customers towards competitors, denting revenue growth, and reducing net promoter scores.