Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Read the Full Industry Report Here: Contact Center Trends 2021. Here’s what they said.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Education Services Group

MARCH 27, 2023

In Customer Success, we use data for all sorts of things like analyzing customer health scores , looking for trends in Voice of the Customer (VoC) programs , and capacity planning for short and long-term strategic decision making. If you know anything about us here at ESG, you know that we love data!

Upselling 52

Upselling Big data Sales Customer Experience 52

Pointillist

JANUARY 19, 2022

Your customer encounters an issue using her mobile device. She reaches out via social media and then contacts customer service. How are you currently measuring this customer’s experience? But your customer sees each interaction as one continuous journey to reach her goal. Your Customers Aren’t Responding.

Metrics 75

Metrics Wireless Surveys Banking 75

JustCall

APRIL 22, 2022

Good customer experience reaps positive word of mouth and is a key factor in whether customers choose to buy from you again or renew. However, customer support can be a game of hits and misses unless you have the right guidance. Customers remember negative experiences more than positive ones . – Sally Gronow.

Customer Service 52

Customer Service Coaching Brand ambassadors Feedback 52