Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. A feedback loop is essential.

Feedback 40

Feedback Surveys Technical Support Analytics 40

Callminer

JANUARY 18, 2021

Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more. Agent Management Tips for International Call Centres. “Hiring is only a very small part of successful call center management. Let your operations team handle real-time management.

Best practices 226

Best practices Call Center Contact Center Scripts 226

SharpenCX

FEBRUARY 4, 2020

Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. These are skills like time management and organization, oral and written communication skills, or the willingness to collaborate. As a manager of a contact center, your role is essential to the care of your customer base.

Call Center 84

Call Center Management Coaching Contact Center 84

Playvox

NOVEMBER 21, 2022

Any good product manager will tell you that a big part of their job is forming a deep understanding of customer needs. UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. Look For Feedback Everywhere You Can.

Engineering 52

Engineering Feedback Customer centricity Management 52

TeamSupport

OCTOBER 8, 2020

We’re inviting TeamSupport customers to have early access to new products and give us feedback on functionality and user experience. About Eric Harrington Co-founding TeamSupport in 2008, Eric helped build what is now a global mission-critical business solution for managing customer support.

B2C 59

B2C B2B Enterprise CRM 59

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Managing a contact center has a unique set of challenges.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Lumoa

JUNE 14, 2023

Here are some handy tips to help you get started: Respond To Negative Reviews and Feedback Too many businesses squander the treasure trove of information they get from negative customer reviews, consigning it to the dustbin of unheeded customer feedback. It’s in times like these that task management tools can come to the rescue.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

NobelBiz

FEBRUARY 22, 2023

Customer feedback is one of the most important factors in a company’s ability to achieve its goals by making the required modifications and improvements. Furthermore, favorable feedback will serve as inspiration to continue the challenge and improve his performance. In the medium run, this strategy may be disastrous.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.

Customer Experience 65

Customer Experience Banking Benchmark Enterprise 65

PeopleMetrics

OCTOBER 22, 2015

When you need to manage negative word-of-mouth. You won't see the benefits of listening and responding to customer feedback until you get started. Paris Novembre 2008. When should you use the Net Promoter Score? Here are a few examples: When you’re examining your position in the industry. Using Customer Engagement.

Benchmark 106

Benchmark Metrics Customer effort Customer emotions 106

NobelBiz

MAY 17, 2022

Customer feedback is one of the most important factors in a company’s ability to achieve its goals by making the required modifications and improvements. Furthermore, favorable feedback will serve as inspiration to continue the challenge and improve his performance. In the medium run, this strategy may be disastrous.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

Balto

JUNE 13, 2022

But if you manage a center with hundreds or thousands of agents, then trying to keep everyone on the same script is challenging at best. The biggest contact centers have the lowest reported rate of script adherence, despite what their managers think. Despite What Their Managers Think.

Scripts 52

Scripts Contact Center Morale Best practices 52

ClearAction

MAY 28, 2015

Too much company-centered thinking and not enough customer-centric business management. When you connect the feedback dots, you make things better for all customers, not just one at a time. An example is Suntrust Bank , who saw the financial meltdown in 2008 as an opportunity to see how they could rebuild trust with their customers.

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110

Satrix Solutions

JANUARY 4, 2018

Companies large and small are inviting feedback from their customers, and discussions about customer feedback in the C-Suite and Boardroom are more prevalent than ever. The project is assigned to a Marketing Manager or Project Manager, who jumps into SurveyMonkey and sends out a survey.

Surveys 60

Surveys Government B2B Feedback 60

Clarabridge

MARCH 30, 2017

We chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact, who uses Clarabridge to listen and act on survey feedback data. Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer experience surveys. A feedback loop is essential.

Surveys 45

Surveys Customer Experience Feedback Analytics 45

Natalie Petouhof

JANUARY 29, 2016

Tweet I remember back in 2008-2009 being asked whether social / digital / communities had any business value. Think about customers talking to companies and giving honest feedback that helps: Improve products and services and even helps the company innovate. Why is that? Reduces unnecessary steps or processes.

B2C 49

B2C B2B Feedback Customer Service 49

LiveChat

JANUARY 23, 2020

If members meet all the criteria, you’re on your way to managing an engaged and healthy community. Collecting customer feedback. I can’t imagine a better way of collecting customer feedback than simply tuning in to what the people in the community have to say. As a consequence, LEGO launched its Ideas platform in 2008.

Gamification 69

Gamification Feedback Education Entertainment 69

aircall

FEBRUARY 3, 2021

Financial institutions have been making their way back to a healthier place since the financial crisis of 2008. Financial services customers want to be able to access and manage their money when they want to, often outside of normal business hours. Why Do Financial Services Firms Use Call Centers.

Call Center 62

Call Center call center software Interactive Voice Response voip 62

TMP Direct

MARCH 24, 2015

The International Customer Management Institute (ICMI) is one of the call center industry’s most respected organizations. ICMI’s president, Brad Cleveland, wrote Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Customer Contact Environment, in which he identified “Traits of the Best Managed Call Centers.”.

Call Center 40

Call Center Calibration Scripts Surveys 40

Kayako

OCTOBER 29, 2015

Entrepreneurial bloggers began detailing their experiences and experimentations with outsourcing tasks like online research, scheduling, managing email and more – primarily to free their time and focus. Customer feedback doesn’t make it back to your company. Customer feedback can be a goldmine for product and marketing teams.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

aircall

JANUARY 6, 2021

The financial services industry is instrumental in managing financial risks on a national level and keeping the economy strong. Hints of economic decline can lead to a national recession, such as the Great Recession that occurred after the financial crisis of 2008. Make improvements based on the feedback. Peer mentorship .

Sales 62

Sales Banking Call Center Upselling 62

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. And, more than half of employees who choose to leave a job say their manager or company could have done something to prevent them from leaving. Yet, 74% of contact center agents are still at risk for burnout.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. And, more than half of employees who choose to leave a job say their manager or company could have done something to prevent them from leaving. Yet, 74% of contact center agents are still at risk for burnout.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

ClearAction

AUGUST 21, 2016

Too much brand-centered thinking and not enough customer-centric business management. When you connect the feedback dots, you make things better for all customers, not just one at a time. An example is Suntrust Bank , who saw the financial meltdown in 2008 as an opportunity to see how they could rebuild trust with their customers.

Customer Experience 54

Customer Experience Journey mapping Surveys B2C 54

Nicereply

JUNE 20, 2019

A few years ago, having customer feedback concerning how good your product is and on its price could be sustainable. Getting feedback from customers whether positive or negative used to be a celebrated method of improving customer experience, however, in the digital era that’s outdated. Experience is King.

Marketing 77

Marketing Chatbots B2C Self service 77

JustCall

MAY 14, 2020

Customer Success was an unexplored area back during the 2008-2009 period of the global recession. Create customer feedback emails. In such a case, the agent should quickly escalate it to the manager and communicate the status of the conversation clearly. Send automated customer welcome emails to new customers.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

Customer Success was an unexplored area back during the 2008-2009 period of the global recession. Create customer feedback emails. In such a case, the agent should quickly escalate it to the manager and communicate the status of the conversation clearly. Send automated customer welcome emails to new customers.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

Contact Center Geek

AUGUST 7, 2014

Customer retention is vital and getting customer feedback can give great insight into the future success of our business, but we need to allow customers to leave us. Are we capturing specific feedback about our customers’ reasons for cancelling? And then I took a look at what it means to cancel service in my call center.

Government 48

Government Average Handle Time Call Center Metrics 48

Nicereply

DECEMBER 3, 2019

In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. Time management – Customer service agents face constant pressure: Do you give the customer you’re with more time or do you wrap things up to help other customers? Remember, this is only temporary. Thirty days from now you’ll have this stuff mastered.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

LiveChat

JANUARY 23, 2020

If members meet all the criteria, you’re on your way to managing an engaged and healthy community. Collecting customer feedback. I can’t imagine a better way of collecting customer feedback than simply tuning in to what the people in the community have to say. As a consequence, LEGO launched its Ideas platform in 2008.

Gamification 28

Gamification Feedback Education Entertainment 28

Ann Michaels and Associates

JANUARY 23, 2018

Although Walmart doesn’t require that store managers match online prices, it would have been the best (and only) response in this scenario. United Airlines’ first big goof up happened in 2008 when United employees recklessly damaged the guitar of musician David Carroll. United’s Big Goof Up.

Customer Service 40

Customer Service Airlines Advertising Accountability 40

Netomi

JANUARY 5, 2022

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

OCTOBER 31, 2016

Uberflip helps over 1,400 marketers to create, manage, and optimize content experiences every day. 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 live and breathe marketing.

Coaching 0

Coaching Engineering Upselling Marketing 0

Comm100

DECEMBER 22, 2016

Get Onboard： Review your customer feedback from 2016 to see which touchpoints can be improved to create a more consistent customer service experience across the board. To do this, have a look at customer service feedback surveys and reports from different channels. Source: Multichannel Merchant. AI Will Take a Back Seat.

Customer Service 36

Customer Service Benchmark Multichannel CRM 36

SmartKarrot

SEPTEMBER 18, 2020

Founded in 2008, it developed this AI-powered Chrome extension. They can also put together longer video presentations and receive video feedback from their teachers. Along the way, it offers relevant hints, feedback and clarification too. Its learning management system emphasizes fun and synergy b. Applyboard.

SaaS 21

SaaS Education Coaching Healthcare 21

SmartKarrot

MAY 11, 2021

There is a need for a unique capacity to manage and experience this surge of growth called hypergrowth. Izosimov in 2008 for an article in Harvard Business Review, hypergrowth means ‘the steep part of the S-curve that young industries experience that sets them from losers.’. This feedback has increased the chances of hypergrowth.

Customer centricity 10

Customer centricity SaaS Upselling Metrics 10