New York, NY, USA, Feb, 2020 -- Stella Connect, a provider of Customer Experience and Contact Center quality management solutions, has just released the company's latest research on trends in the Customer Service industry. Using data from hundreds of companies, Stella's 2020 State of Customer Service Report explores key trends of rapidly growing customer service teams.
Analysis of the data shows that, unsurprisingly, Customer Satisfaction (CSAT) scoring remains companies' highest priority, followed by First Contact Resolution (FCR), and managing Net Promoter Scores (NPS). Across the industry, the median CSAT score is 94 percent (4.72 on a 5-star scale) and First Call Resolution averages 91 percent. NPS scores in these high-growth companies are high, at an average of 69–well above overall industry average of 50-60.
"The findings of this year's research reveal how early-stage, high-growth, and legacy enterprise companies alike work to remain competitive and build unbeatable customer loyalty," said Dave R Taylor, Stella Connect's CMO. "The best practices of high-growth teams, found in the report, include actionable examples from companies like Postmates, Brooklinen, and lululemon. Seeing how these market leaders use actionable data gathered from Stella's solutions to increase overall CSAT and improve CX is inspiring."
Posted by Veronica Silva Cusi, news correspondent
About Stella Connect:
Stella Connect captures real-time, agent-level customer feedback after every service interaction. Our humanized and gamified feedback requests generate response rates of up to 50%, giving companies deep visibility into agent performance. Customers can rate agents, leave comments about their experience, suggest rewards or make recommendations for areas of improvement. Feedback is shared directly with agents and team leaders in real-time via streams, dashboards and performance leaderboards. This agent-focused approach motivates and engages front-line teams and transforms coaching and QA programs
Published: Monday, February 24, 2020
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.