Clarabridge

DECEMBER 7, 2016

Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. Before Clarabridge, we used to manually read through and code all of the customer survey responses. When a customer responds to a survey, saying that you appreciate their feedback can go a long way.

Feedback 40

Feedback Surveys Technical Support Analytics 40

Satrix Solutions

FEBRUARY 18, 2020

Many of us can still vividly recall the great recession of 2008. If you are not already administering an employee feedback or voice of the employee initiative on a regular basis, an Employee Net Promoter Survey (eNPS) is a perfect place for your organization to get started. That is why the eNPS question in a survey is just the start.

Morale 78

Morale Employee engagement Surveys Feedback 78

Enghouse Interactive

FEBRUARY 12, 2021

Based on a survey of 10,000 consumers, the Institute of Customer Service (ICS)’s latest UK Customer Satisfaction Index (UKCSI) provides key insights for customer service teams and signposts important trends for the future. Best practice takeaways from the UKCSI. All of these have meant it has been an extremely challenging time.

Best practices 54

Best practices Surveys Customer Service Technology 54

Balto

JUNE 13, 2022

The Conversation Excellence Lab surveyed 567 agents from contact centers large and small to uncover the nuances in scripting across the industry. Our survey included agents from five different-sized contact centers: Less than 5 agents 5 to 20 agents 21 to 300 agents 301 to 1,000 agents 1,000+ agents. Despite What Their Managers Think.

Scripts 52

Scripts Contact Center Morale Best practices 52

aircall

FEBRUARY 3, 2021

Financial institutions have been making their way back to a healthier place since the financial crisis of 2008. Best Practices to Improve Financial Call Center Performance. Once your call center is up and running, you want to do your best to improve the performance of your call center agents. .

Call Center 62

Call Center call center software Interactive Voice Response voip 62

Fonolo

NOVEMBER 17, 2020

ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. Is it the Voice Channel You’re Looking for? of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

aircall

JANUARY 6, 2021

Hints of economic decline can lead to a national recession, such as the Great Recession that occurred after the financial crisis of 2008. Call center analytics and customer satisfaction surveys will tell you whether any clients or categories of clients aren’t getting the attention they expect. Aim for first-call resolution.

Sales 62

Sales Banking Call Center Upselling 62

Kayako

OCTOBER 29, 2015

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. A 2011 American Express survey indicated more than two in five customers will tell people about a good experience, but three in five tell people about a poor experience.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

CSM Practice

JULY 6, 2020

It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. 2. Reduced Costs.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. 2. Reduced Costs.

SaaS 71

SaaS Upselling Accountability Sales 71

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. 3 Reasons You Don’t Need a Survey to Listen to Customers. Five Ways to Make Your Surveys Matter. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

OCTOBER 31, 2016

We’ve had a customer support team right from the founding of the company in 2008 and from the start, our support team has been wowing customers with their dedication and passion. We’ve actually been around for a few years, dating back to 2008. How have you seen your user base change over the last few years?

Coaching 0

Coaching Engineering Upselling Marketing 0