Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. Nobody escaped the long lines and endless waiting times. ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. We were all given a little empathetic medicine this year.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JANUARY 11, 2022

Equipping your contact center with technology like Fonolo’s Voice Call-Backs can help increase your First Call Resolution, reduce call volume, and decrease waiting time. Annette Franz is the founder and CEO of CX Journey Inc, a customer experience consulting firm, so she really knows her stuff. DID YOU KNOW?

Call Center 81

Call Center Marketing Management First call resolution 81

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

aircall

JUNE 21, 2021

The sales performance research firm CSO Insights also found that in 2013, only 58.2% You can learn about your customer experience by conducting research, surveys, and focus groups. Long Wait Times. Time is a valuable commodity. You can do this through relevant surveys and feedback forms.

Sales 71

Sales Customer Experience Surveys Feedback 71

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. The NPS survey asks just one-question “How likely are you to recommend our product or service to a friend or colleague?”

Contact Center 116

Contact Center Technology Self service Call Center 116

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. But in many cases, integration is flimsy at best because the product – while claiming to integrate fully – requires hours of additional support, e.g. manual data uploads or advice from a consultant. Mihai Corbuleac. csITsupport. Scott Sachs.

call center software 210

call center software Call Center Contact Center Analytics 210

NobelBiz

OCTOBER 30, 2020

In Walker’s 2013 “The Future of B-to-B Customer Experience” study, the consulting firm predicted that as early as 2020, the key elements of brand differentiation will not be the price or the product, but rather the customer experience. One of the best ways to evaluate customer feedback is through the NPS or Net Promoter Score.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52