Blog - Sharpen Contact Center Software

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5 CSAT survey questions to help you understand your customers

5 CSAT Survey Questions to Help You Better Understand Customers

February 15, 2019 (February 15, 2019)

On a recent episode of the Modern Customer Podcast, Managing Director of ACSI, David VanAmburg talked on topics from ACSI’s history to struggling big-box retailers and the newly-inventive supermarkets and drugstores who soared to the top of this year’s satisfaction…

Customer Experience | 4m read

Don't let your money fly away with a low CSAT score

The 5 Business Costs of a Low CSAT Score

February 13, 2019 (February 15, 2019)

Almost half of today’s consumers won’t even think about doing business with you unless you have a four-star rating. Your customers’ ratings affect your potential for new business. But, even worse for your business, your customers’ dissatisfaction and low CSAT…

Industry Insights | 5m read

Customer Retention vs. Customer Acquisition: Why Loyal Customers Pack More Value

February 6, 2019 (February 6, 2019)

Hanging on to your current, loyal customers packs more bang for your buck than acquiring new customers. Research shows that for every cent a company shells out to improve customer service, the ROI is between 34 to 400 percent. And…

Industry Insights | 4m read

Your guide to send customers running for the door with bad customer service

A Guide to Losing Customers (And How to Avoid Bad Customer Service)

February 5, 2019 (February 5, 2019)

More than one million people sift through tweets about customer service on a weekly basis. And, 80 percent of those tweets are negative. Hashtags like #badservice and #waiting are new megaphones customers use to shout their grievances with companies who deliver…

Customer Experience | 8m read

Use interviews to create a better candidate experience

How To Make Your Interview Process Candidate-Centric

January 31, 2019 (January 31, 2019)

Your contact center’s HR and recruitment teams are constantly flipping through resumes to interview new candidates and fill open seats with qualified agents. Abysmal retention rates and a competitive labor market makes hiring new agents a daunting process. As you…

Agent Experience | 4m read

Boost satisfaction with a 90 plan to higher CSAT scores

The 90-Day Plan You Can Implement Today to Boost CSAT Scores

January 29, 2019 (February 5, 2019)

There’s no fail-proof template for customer satisfaction. Creating happy customers comes with tons of careful intention, a thoughtful strategy, and consistent actions from you and your team of agents. A copy-and-paste button to transfer one positive service experience to the…

Industry Insights | 7m read

The Top 9 Customer Service Tools Your Team Can Use to Improve Customer Satisfaction

January 23, 2019 (February 1, 2019)

Your customers aren’t as happy as they can be. Even with new ways to delight customers popping up by the second, the customer service industry still can’t nail customer satisfaction. And we get why. As customers evolve and their attentions…

Customer Experience | 5m read

Give Your Customers a Lifeboat: Customer Experience Tools & Techniques to Save At-Risk Customers

6 Customer Experience Tools & Techniques You Need to Know to Save At-Risk Customers

January 22, 2019 (January 23, 2019)

Your agents power the ebbs and flows of your customers’ journey. Turns out, the better the tools and the training you offer up to your agents, the more satisfied your customers are. And for your company, more satisfied customers mean…

Customer Experience | 6m read

7 Methods to Stop Your Spinning Wheel of Customers and Reduce Customer Churn

7 Fail-Proof Methods to Reduce Customer Churn

January 16, 2019 (January 16, 2019)

Let’s play a game of good news/bad news. Bad news first: too much customer churn is detrimental to business growth. The good news? As a contact center manager, you can deliver a positive customer service experience to reduce customer churn….

Customer Success | 6m read

Your Gold-Star Initiative: Measuring Customer Satisfaction

Measuring Customer Satisfaction is Mission-Critical to Success

January 15, 2019 (January 23, 2019)

Product differentiation, alone, has become obsolete. Your competitors can copy your better, faster, cheaper features practically instantly. But they can’t replicate the trust that customers feel for you and your team. That’s born of a contact center culture whose beating…

Customer Experience | 5m read

Keep on scrolling to find out how a positive AX makes a better customer experience

8 Ways a Better Agent Experience Makes a Better Customer Experience

January 9, 2019 (January 22, 2019)

You walk into your favorite breakfast spot on Friday morning and slide into your go-to booth. It’s your weekly tradition to kick off your last day of the week with some fuel for your day, served with a side of…

Customer Experience | 5m read

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Check out our free guide to running your call center

5 CSAT Survey Questions to Help You Better Understand Customers

The 5 Business Costs of a Low CSAT Score

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Customer Retention vs. Customer Acquisition: Why Loyal Customers Pack More Value

A Guide to Losing Customers (And How to Avoid Bad Customer Service)

How To Make Your Interview Process Candidate-Centric

The 90-Day Plan You Can Implement Today to Boost CSAT Scores

The Top 9 Customer Service Tools Your Team Can Use to Improve Customer Satisfaction

6 Customer Experience Tools & Techniques You Need to Know to Save At-Risk Customers

7 Fail-Proof Methods to Reduce Customer Churn

Measuring Customer Satisfaction is Mission-Critical to Success

8 Ways a Better Agent Experience Makes a Better Customer Experience