Customer Happiness Blog

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AI
Call Center
QA
Customer Experience
Want Great CSAT? Use Neutral Scoring in your QA
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Agent Training
Company Culture
Customer Service Agents
Empathy
Gen Z
Gen Z Service Agents : How to Attract and Retain The iGeneration
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Agent Training
AI
Consumer Rage
Customer Experience
Empathy
Consumer Rage On The Rise: 3 Ways To Support Agents
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Agent Training
AI
Customer Experience
Where to Start with AI to Get Better CX Results
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Bias
Company Culture
Customer Experience
Rating Inflation
Reputation Inflation
Reputation Inflation: The Problem With Fake Star Ratings
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Agent Training
Customer Experience
Customer Loyalty
Memes
Zendesk
7 New Customer Experience Memes with Stats
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AI
Customer Friction
Customer Pain Points
Generative AI
Heatmaps
Surveys
Customer Friction: How to Identify Pain Points
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Agent Coaching
Automation
Compliance
Generative AI
Service Level Agreement
SLAs
Time Targets
Triggers
Zendesk
Service Level Agreement Compliance: How to Track Your SLAs
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Agent Training
Customer Sentiment
Generative AI
Sentiment Analysis
Surveys
New: Harness the Power of Generative AI Summaries with CSAT.AI
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Agent Training
AI
Metrics
Ticket Handling
Workflows
Customer Experience
6 Ticket Handling Problems to Avoid for Better CX
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BPO
Contact Centers
Customer Experience
Outsourcing
Customer Service Business Process Outsourcing: Save Time and Money
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Agent Training
Customer Satisfaction
Improper Ticket Closing
3 Reasons For Improper Ticket Closing in Customer Support
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Agent Training
Escalation Management
SLA
Workflows
Customer Experience
Customer Service Escalation: When Human Service is Most Valuable
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Agent Training
CES
Contact Centers
CSAT
Customer Service Dictionary
Empathy
QA
Customer Service Dictionary: Important Definitions In The Contact Center
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Brand Trust
Customer Experience
Customer Loyalty
Customer Needs
Data Analytics
Smart Surveys
Social Listening
How to Create Great CX to Improve Customer Relationships
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Customer Experience
Customer Feedback
Customer Service Agent Scoring
Phrase Based Models
Smart Surveys
Unlock Better Customer Feedback and Service Agent Scoring With These Tips 
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Brand Loyalty
Customer Experience
Customer Segmentation
Generation X
Generational Segmentation
Social Media
Generation X: What Makes This Awesome Generation Different and Valuable
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Customer Experience
Gen Z
Social Listening
Social Media
Values
5 Social Media Strategies To Help You Forge Powerful Connections With Gen Z
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Active Listening
Automated Analysis
Automation
KPIs
Mirroring
Self-Service
How To Ensure Your Customers Get The Right Answer
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Authenticity
Customer Experience
Gen Z
Personalization
Unlock the 5 Secrets of CX Gen Z Wants from Brands
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AI
Customer Experience
EX
QA Automation
Zendesk
How AI Support Apps on Zendesk Help Your CX and EX Now
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Agile Principles
Company Culture
Contact Centers
QA
Quality Assurance
How Agile Principles Can Transform Your CX
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Contact Center Revenue
Cost Savings
Customer Experience
Customer Retention
Contact Center Revenue: How Value Creates a Profit Center and Cost Reducer
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Agent Support
Agent Training
Automation
Contact Center Work From Home
Contact Centers
Hybrid Contact Center
Work From Home
Contact Center Work From Home vs Hybrid Work and the Return to Office Struggle
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AI
Authenticity
Automation
Chatbots
Customer Experience
Digital
Digital Customer Service vs Human Customer Service: Is it All or Nothing?
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Agent Experience
Customer Experience
Customer Service Agents
Non-voice channels
2023 Customer Service Trends: What the Data and the Pros Have to Say
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Customer Acquisition
Customer Retention
Customer Segmentation
Holiday Buying Season
KPIs
ROI
Segmentation of Holiday Customers and Key KPIs
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Company Culture
Customer Experience
Empathy
Holiday Buying Season
Customer Service Heroes: 5 Happy Holiday Tales
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Agent Training
Company Culture
Customer Experience
Customer Relationships
Employee Experience
Integration
Customer First: Is It Always the Best Policy?
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Agent Churn
Customer Service Management
Non-value added work
Value-Added Work
Non-value Added Work in Contact Centers: Identifying and Removing the Waste
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Agent Retention
Automation
Empathy
Holiday Season Customer Sservice Staffing
Staffing Shortage
The 2022 Holiday Season Customer Service Staffing: Keep the Agents You Have
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Agent Churn
Agent Retention
Agent Support
Empathy
Inclusivity
Mental Health
Thanksgiving: 10 Ways to Say Thanks to Your Customer Service Agents
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Authenticity
Brand Perception
Brand Trust
Customer Segmentation
Customer Sentiment
Social Listening
Values
Customer Segmentation: Know Your Brand, Know Your Customer for the Best Service Strategies
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CES
Customer Experience
Customer Sentiment
Employee Effort
Employee Engagement
Employee Experience
EX
Inflation
KPI trends
The Great resignation
CX and EX KPI Trends: How Inflation and the Great Resignation have Changed Customer Service Metrics
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AI
NLP
Phrase Based Models
QA
QA Automation
Sentiment Analysis
Phrase Based Models for Customer Service QA Automation and Agent Training
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Agent Performance
Customer Experience
Nudging
Self-Service
Nudging for Improved Customer Experience and Agent Performance
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Customer Churn Rate
Customer Health Score
Customer Retention Cost
Customer Success
KPIs
Metrics
Do You Measure These Customer Success Metrics?
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AI
Artificial Intelligence
CAI
Chatbots
Conversational AI
KPI metrics
NLG
NLP
NLU
Conversational AI For Customers and Agents
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Customer Experience
Customer Service
Customer Success Managers
Customer Success Operations
Workflows
Customer Success Managers and Customer Service: Differences and Integration
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Agent Churn
Customer Service Job Projections
GigCX
Great Resignation
Outsourcing
Zendesk
Customer Service Job Projections and New Bureau of Labor Statistics Report
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Brand Perception
Customer Experience
Customer Service
Reddit
Are Your Customers Turning to Reddit Instead of Your Customer Support?
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Actionable Data
Customer Experience
Customer Journey
Gamification
Surveys
5 Ideas for Smarter Surveys that Provide Targeted Customer Service Data
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Agent Churn
Agent Training
Company Culture
Employee Experience
EX
8 Ways to Reduce Agent Churn and Build a Positive Customer Service Environment
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Brand Voice
Customer Experience
Customer Loyalty
Customer Service
Happy Customers
Innovation
Zendesk
Happy Customers Feel Lucky: Learn From the Legacy of Lego
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Agent Support
Agent Training
Call Center Metrics
Empathy
KPI metrics
Customer Experience
Empathy Metric in Customer Service: Managing Empathy Fatigue and Inauthentic Empathy
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Actionable Data
Call Center Metrics
CSAT
Customer Experience
Customer Journey
Customer Loyalty
KPIs
NPS
CSAT vs NPS: Two Important Yet Often Confused Customer Service Metrics 
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Agent Retention
Agent Support
Customer Experience
Customer Relationships
Employee Experience
EX
10 Aspirational Customer Experience Quotes from the Pros
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Agent Training
Brand Trust
Communication
Customer Experience
Customer Relationships
Building Customer Trust: Take Time to Follow Up and Use Data to Understand Your Customers
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Agent Feedback
Agent Training
AI
Bias
Company Culture
Contact Centers
Empathy
Feedback
5 Points for Effective Contact Center Agent Feedback
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Bad Customer Service
Customer Experience
Customer Service
Failing in Customer Service - What Industries and Companies are the Worst
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ACSI
Customer Experience
Customer Service
Empathy
Employee Experience
Leading in Customer Service Success - What Industries and Companies are Setting the Standard?
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Call Center
Change Management
Contact Center
Customer Service
Language Barriers
Multilingual
Offshoring
Outsourcing
Offshoring Contact Center Operations In A Multilingual World
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Angry Customers
Customer Experience
Customer Service Agents
Employee Shortages
Holiday Buying Season
Rising Costs
The 2021 Holiday Buying Season - Employee Shortages, Angry Customers and Rising Costs
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A!
Artificial Intelligence
QA
Quality Assurance
Workflows
Customer Experience
QA Workflow Planning with Sample Workflows
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Abandon Rate
Contact Centers
KPI
QA
Salesforce Service Cloud
Zendesk
Customer Experience
Goals: Save Money in Contact Centers
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Agent Experience
Agent Retention
Agent Support
BIPOC
Customer Service Team
Gen Z
Gender
Hybrid Contact Center
New Workers
Remote Work
Work From Home
Gain Ground Managing Hybrid Contact Centers
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CSAT
Customer Satisfaction Survey
Net Promoter Score
NPS
Survey Fatigue
Survey Monkey
Surveys
Training
Zendesk
Customer Experience
5 Reasons Why Surveys Suck and New Empathetic Ways to Improve CSAT and NPS
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Customer Service
Customer Service Agents
Empathy
Humor
Live Chat
Omnichannel
Training
Humor Creativity And Empathy In Customer Service: Know How To Read The Room
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AAA
Completely Satisfied
Customer Satisfaction Index
Distort Customer Expectations
Fear
Honest Feedback Csat
Metrics Ratings
Profit
Very Satisifieed
Saintly Customer Service in a Survey World
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Covid
Customer Experience
Employee Experience
EX
UX
WFH
Face the New Changes in CX and EX in Customer Service
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AI
Automated Systems
CSAT.AI
Customer Experience
Employee Experience
EX
QA
Quality Assurance
Remote Customer Service team
Remote Work
Work From Home
QA, CX and EX for your Remote Customer Service Team - We Can Help
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Communication
COVID-19
Customer Service Management
Remote Customer Service team
Work From Home
Crisis as Catalyst: Managing Your Remote Customer Service Team
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Company Culture
Customer Experience
Diversity
Employee Experience
EX
UX
Face the Changes in CX and EX in Customer Service
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Customer Experience
Customer Love
Customer Relationships
Customer Retention
Customer Love Benefits Both Sides: Appreciation Is The Chocolate In CX
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AI
Artificial Intelligence
Automation
CSAT.AI
Customer Experience
Empathy
Harassment
QA
Quality Assurance
Training
CSAT.AI for Customer Experience and Quality Assurance, Your New Best Friend
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Customer Experience
Customer Journey Mapping
Futurism
CX Futurism Customer Service Buzz
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Burnout
Company Culture
Customer Service
Post-Holiday Stress
Remote Work
Work-Life Balance
4 Ways To Avoid Post-holiday Burnout In Customer Service Agents
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CCPA
Compliance
Consumer Trust
Contact Centers
Data Privacy
Data Security
GDPR
New Year, New Rules: Consumer Trust, Data Privacy And Compliance In Contact Centers
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AI
Artificial Intelligence
Bots
Chatbot
Customer Service
CX Journey
Bad Bot vs Good Customer Service
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Biases
Customer Experience
Customer Pain Points
Empathy
QA
Empathy Is Great For Cx But It Doesn’t Solve Customer Service Problems Alone
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Customer Experience
Customer Service Agents
Customer Service Scripts
Employee Experience
EX
CX and EX: Balancing Company Policies And Customer Service Agent Needs
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Agent Abuse
Agent Retention
Churn
Churn and Burn
CSAT.AI
Customer Service
Customer Service Agents
QA
Quality Assurance
Stress
Stop the Churn and Burn of Customer Service
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Automated Analysis
Call Centers
Customer Service
QA
QA Metrics
Quality Assurance
Streamlining
Win the Game: Power Up your Customer Service with a Quality Assurance Strategy
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Agent Abuse
Agent Satisfaction
Agent Support
Company Culture
Customer Service Agents
Empathy
Mental Health
Unhappy Customer Service Agent
An Unhappy Customer Service Agent is More Than a Meme
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Communication
Customer Retention
Customer Service
Customer Service Tools
FCR
QA
Self-Service
Don't Bury your Customer Service
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Brand Sentiment
Brand Voice
Conversion
Customer Service Tools
FAQ
The FAQ has Evolved but is it Still a Powerful Customer Service Tool?
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Agent Abuse
Agent Experience
Agent Support
CSAT
CSAT.AI
Customer Service
Customer Service Agents
Customer Service Week
Empathy
My Personal Customer Service Story: Empathy and Support Inspire Innovation
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Customer Experience
Customer Service
Empathy
The Feel Good Moments: Celebrating Customer Service Successes
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Agent Retention
Agent Training
Customer Experience
Customer Relationships
Customer Retention
Turnover
The Customer Experience Time Loop: Give Information, Get Transferred, Repeat
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AI
Artificial Intelligence
Chatbots
Customer Experience
Customer Service
Machine Learning
Virtual Tech
Don’t Diss the Tech: Best Uses of AI in Customer Service and How Attitudes Toward AI Have Changed
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Authenticity
Brand Trust
Brand Voice
Consistency
Customer Relationships
Customer Service
Transparency
With The History Of Lies In Customer Service, How Do You Build An Authentic Customer Relationship?
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Agent Abuse
Authenticity
Customer Abuse
Customer Experience
Customer Service
Watch Your Words: The Cycle of Lies in Customer Service
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Abusive Customers
Agent Abuse
Banning Bad Customers
Customer Service
Customer Service Agents
KPIs
Uber Banning Bad Customers: Is that Good Customer Service?
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Agent Abuse
Agent Support
Company Culture
Customer Service
Customer Service Agents
Omnichannel
Training
Creating Company Culture to Strengthen Customer Service Agent Support
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AI
Artificial Intelligence
Customer Experience
Customer Service Agents
Human and Machine are Best Together: AI enhances CX
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Agent Abuse
Contact Centers
3 Ways Contact Center Agents are Abused
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Brand Voice
Communication
Company Personality
Contact Centers
Customer Experience
Outsourcing
Style Guides
Channel the Brand Voice Right: Contact Center Outsourcing Challenge
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AI
Artificial Intelligence
Contact Centers
Customer Service Agents
Will AI mean Contact Center Doom or Boom?
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ACW
AHT
ASA
ATT
CES
Contact Centers
CSAT
Customer Effort
Customer Experience
Customer Satisfaction
FCR
First Call Resolution
NPS
QA Metrics
QA Terms
Contact Center Speak: QA Metrics and Terms Slideshow
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Creative Marketing
Customer Experience
Customer Retention
Customer Service Agents
Re-Branding
How Creative Brands Make Customers Feel Good
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Agent Support
Artificial Intelligence
CSAT.AI
Customer Experience
Customer Pain Points
Generative AI
Streamlining Customer Experience
The Power of Streamlining Customer Experience
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Average Handle Time
Average Wait Time
Chatbots
Customer Experience
Customer Service
Customer Service Agents
Customization
Disrupt
KPIs
Live Chat
Metrics
Disrupt Live Chat - 3 Considerations on How to End Interactions
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Brand Trust
Emotional Response
Ethics
Millennial Customers
Omnichannel
Personalization
To Win Millennial Customers Understand Them Don’t Mock Them
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Customer Expectations
Customer Experience
Customer Retention
Faster Customer Service
Gamification
Marvelous Customer Experience
Omnichannel
Personalization
Prevention
Marvelous Customer Experience with Higher, Further, Faster Service
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Authenticity
Call Center
Digital Natives
Gen Z
Millennials
Personalization
Purchasing Power
Self-Service
Values
Will Millennials and Gen Z be the Death of the Call Center?
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Company Culture
Employee Advancement
Employee Training
Richard Branson
Virgin
How Top Brands like Virgin Build Company Culture
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Agent Satisfaction
ASAT
Company Culture
CSAT
Customer Experience
Employee Engagement
Empowerment
Happiness
Training
Employee Engagement, CX and Happiness
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Back-End Development
Change
Company Culture
Customer Experience
Longevity
Longevity and Customer Experience - 100 years in business and counting
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Company Culture
CSAT.AI
Customer Experience
Customer Service
Customer Service Agents
Integration
Real Time Data
Trends 2019
Trends in Customer Experience show Agents Need Support
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Actionable Data
CSAT.AI
Customer Service
Customer Service Agent Scoring
KPI
Real Time Data
Self Monitoring
Customer Service Agent Scoring and Actionable Data
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AI
Artificial Intelligence
Authenticity
Customer Experience
Customer Service Agents
Empathy
Great Service
AI and Empathy in Customer Experience
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AI
APIs
Artificial Intelligence
Call Centers
Contact Center Tech
Contact Centers
Customer Service Solutions
Internet
IoT
KPIs
The Cloud
The Internet of Things
Contact Center Tech - From the Net to AI
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Automatic Call Distributor
Call Center
Contact Center Tech
Customer Service History
Interactive voice response
IVR
PBX
Switchboards
Contact Center Tech - Switchboard to Automatic Call Distribution
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Chat Preview
Customer Privacy
Customer Service
Monitoring Tools
Real Time Typing View
Training Tools
Transparency
Voice Analysis
Customer Service Monitoring Tools and Transparency
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Automated Analysis
Call Monitoring
Call Recording
Compliance
Customer Service
GDPR
QA Metrics
QA Processes
Qa Tools
Ticket Reports
A Chat about QA Tools and Process
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Agent Training
Business Philosophy
Company Culture
Customer Care
Customer Service
Customer Service Agents
Customer Service Tools
KPI
QA Metrics
QA Challenges: A Philosophical Approach
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Automated Menu
Bad Service
Call Center
Call Center Metrics
Customer Churn
Customer Retention
Customer Service
Work Apathy
Smells Like Bad Service
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Agent Retention
Authenticity
Call Center
Call Resolution
Contact Center
Customer Retention
Customer Satisfaction
Customer Service
Customer Service Scripts
Scripting
Reasons Not to Use a A Customer Service Script
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Call Center
Company Culture
Contact Center
Customer Service
Dehydration
Exercise
Healthy Eating
Hydration at Work
Mental Health
Productivity
Stay Energized
Help Your Agents Stay Energized at Work
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Benefits
Customer Service
Employee Loyalty
Freelancing
Gig Economy
On-Demand Work
Schedule Freedom
Work-Life Balance
The Customer Service Gig
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Abandon Rate
Automated Systems
Average Handle Time
Average Wait Time
Call Center Metrics
Contact Centers
Customer Service
Efficiency
KPI
QA Goals
QA Metrics
Quality Assurance
QA Goals to Save Money in Contact Centers
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Company Policy
CRM
Customer Service
Customer Service Agents
First Call Resolution
Superior Service
Don’t Assume your Customer Service Agent is an Idiot
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Best Practices
Brand Personality
Call Centers
Company Policy
Contact Center
Customer Care
Customer Service
Don't Assume
Great Service
Don’t Assume Your Customer is an Idiot
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Call Centers
Contact Centers
Customer Service
Disruption
Gender Bias
Gender Disparity
Gender Inequality
Harassment
Leadership
Rule Following
Wage Inequality
Disrupting Gender Inequality in Call Centers
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Active Listening
AI
Automated Response
Automated Systems
Canned Response
Communication
Customer Experience
Customer Needs
Customer Service
Customer Service Tools
KPIs
Personalized Response
The Art of Communication in Contact Centers
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Abandon Rate
ACW
AHT
ASA
ATT
AWT
Call Center
Call Center Metrics
Callback Rate
CES
CSAT
Customer Effort
Customer Experience
Empathy
Escalation
FCR
KPIs
NPS
QA
QA Metrics
Quality Assurance
What Are the QA Metrics and Terms in a Call Center?
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Call Center
Contact Centers
Customer Dissatisfaction
Customer Service
Contact Centers - The Unsung Heroes of Customer Service
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Customer Experience
Customer Needs
Customer Service
Customer Service Week
Loyalty Programs
Customers: Love Them or Lose Them
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Business Costs
Call Center
Contact Center
Cost Savings
Customer Service
Outsourcing
Your Business Needs a Call Center Like a Crop Needs Bees, but How Much Do the Costs Sting?
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Call Center
Contact Center
Customer Service
Key Performance Indicators
KPI metrics
How KPIs Help Call Centers Win in the Business Game
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Call Centers
Contact Centers
Customer Service
Job Benefits
Turnover
Wellness
Work From Home
Work Life Balance
Work Stress
Turnover in Call Centers - Why So Much?
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Brand Loyalty
Call Center
Customer Service
Happy Customers
3 Other Reasons Customers Contact Customer Service
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Call Center
Contact Centers
Customer Service
Outsourcing
The Contact Center and the Call Center: Customer Service Battlestations
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