CCNG

MARCH 8, 2023

As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).

Morale 195

Morale Contact Center CCNG Agent burnout 195

ShepHyken

NOVEMBER 13, 2020

He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time. But at the end of the day, it’s the feedback that makes or breaks a company. Net Promoter Score (NPS).

Feedback 310

Feedback Customer Experience Surveys Construction 310

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. Customers now expect: Their time be valued. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Nicereply

FEBRUARY 2, 2024

This influence can stem from the question’s wording, tone, or structure, creating a potential for inaccurate or skewed data. So, you’ve just wrapped up an event and feel pretty good about how it all went down. You want to confirm the success, so you send out a survey to all the attendees. And guess what? Tricky, huh?

Surveys 69

Surveys Feedback Education Best practices 69

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. The solutions are all based on a customer’s specific preferences, behaviors, and needs.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis.

Feedback 83

Feedback Banking Chatbots Automotive 83

Comm100

MARCH 6, 2024

Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time. The advantages of live chat 1.

Abandon rate 90

Abandon rate Chatbots Upselling Sales 90

JustCall

OCTOBER 15, 2023

A striking 83% of top-performing customer service agents confirm they received the necessary agent training to excel. They capture the candid moments of customer interactions and pinpoint the triumphs and missteps. It lets your agents experience customer’s changing tones and prepare for it accordingly.

Coaching 52

Coaching Metrics Feedback Upselling 52

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Don’t forget to make your feedback scalable.

Journey mapping 80

Journey mapping Benchmark Metrics Surveys 80

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Unlocking the power of VoC feedback is vital to the success of any business. Customers are an integral part of any business’s success.

Surveys 83

Surveys Feedback Banking Best practices 83

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI. When a call surge hits, your sales and customer service teams bear the brunt.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

ProProfs Blog

DECEMBER 6, 2019

Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road. Evolution of Customer Feedback. Customer feedback is not a new trend.

Feedback 124

Feedback Surveys Benchmark Sales 124

Anexa BPO

JUNE 26, 2023

It’s no surprise that brands have also recognized the potential of social media as a powerful tool for providing exceptional customer service. Real-Time Responsiveness: One of the greatest advantages of using social media for customer service is the ability to provide real-time responsiveness.

Customer Service 52

Customer Service outsourcing Customer centricity Feedback 52

Win the Customer

SEPTEMBER 5, 2023

But beyond personal connections and entertainment, social media has also revolutionized the world of customer service. But beyond personal connections and entertainment, social media has also revolutionized the world of customer service. Immediate Response : Social media allows for real-time communication.

Customer Service 59

Customer Service Entertainment Feedback Customer centricity 59

NobelBiz

MARCH 19, 2024

These digital command centers offer a comprehensive overview of operations, enabling supervisors to make informed decisions in real-time. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Lumoa

MARCH 6, 2023

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Final Thoughts Why is Customer Conversational Analytics Important?

Analytics 83

Analytics Feedback Marketing Metrics 83

Lumoa

MARCH 6, 2023

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Final Thoughts Why are Customer Conversations Important?

Feedback 83

Feedback Analytics Marketing Metrics 83

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? At its core, contact center reporting is the systematic process of capturing, analyzing, and leveraging data from every customer interaction across various channels.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Balto

DECEMBER 4, 2023

This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Every contact center has the capability to add value to their company through customer acquisition. At the end of the day, that translates to sacrificing customer acquisition and potential revenue. Watch the full recording here.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Nicereply

OCTOBER 3, 2023

There’s a strong correlation between customer satisfaction and a company’s financial performance. Satisfied customers tend to purchase more, return more often, and bring in more revenue. Engaging customers through feedback can make them feel valued and listened to, deepening the relationship and fostering a partnership.

Surveys 52

Surveys Customer centricity Analytics Feedback 52

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. As Zendesk explains, 60% of customers have a higher standard of service than in the past. Continue below to learn more.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

JustCall

AUGUST 8, 2023

In the rapidly evolving realm of e-commerce, businesses are continually searching for innovative ways to provide exceptional customer experiences. In this blog post, we will delve deeper into the capabilities and advantages of Conversational AI in eCommerce. They excel at up-selling and cross-selling, increasing revenue per customer.

Chatbots 52

Chatbots Customer retention Coaching Feedback 52

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

NobelBiz

JUNE 19, 2023

As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Real-time monitoring offers an unparalleled advantage in achieving this goal. What is Real-Time Monitoring? The modern world is centered on the concept of immediacy and the ability to obtain information instantly.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Expivia

FEBRUARY 26, 2024

This step ensures that all customer data is centralized and accessible, enhancing the customer experience. It should encompass all necessary information, from service procedures to customer interaction codes, to ensure AI tools can effectively support your agents.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

Nicereply

OCTOBER 24, 2023

What’s customer experience (CX)? Such experiences can truly touch the hearts of our customers and stay with them long after. Such experiences can truly touch the hearts of our customers and stay with them long after. What is customer experience (CX)? It’s the heartbeat of your business success.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

Lumoa

JANUARY 2, 2023

Moreover, to successfully navigate today’s highly competitive landscape, businesses must understand exactly what customers think of them – and that means diving deep into customer experience data. . Transactional Net Promoter Score (tNPS) is a measure of customer satisfaction. Key Takeaways.

Surveys 83

Surveys Brand ambassadors Feedback Metrics 83

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Let me give you a real-life scenario of how it works in general.

Customer Experience 169

Customer Experience Accountability Customer Service Customer Care 169

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 157

Best practices Surveys Metrics Construction 157

ChurnZero

SEPTEMBER 29, 2023

Celebrating positive customer behavior is one of the most effective methods for increasing product adoption and deepening customer relationships. Yet many customer success managers overlook this simple practice. This is in part because the urgency to save at-risk customers can be all-consuming.

Benchmark 52

Benchmark Feedback Surveys Best practices 52

Cisco - Contact Center

FEBRUARY 18, 2020

I need to modernize my customer and agent experiences to remain competitive.”. “I And they’re looking for unique ways to create differentiated experiences for both their employees and customers that will result in better customer experiences, repeat business, and improved performance of their contact center. You’re not alone!

Contact Center 111

Contact Center Enterprise Self service contact center solutions 111