ShepHyken

NOVEMBER 6, 2020

In 2008, consumer research helped customer service at the world’s largest coffee chain. Maybe you don’t have an app, but you are likely already collecting data and a little bit of training in database systems makes these spreadsheets much more manageable. Primary Research. Analyze Data.

Marketing 255

Marketing Customer Service Consulting Consulting 255

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. Speakers: Rob Belcher , Managing Director, SaaS Capital. Allen Cinzori , Managing Director, Software Equity Group. Q&A Recap.

SaaS 72

SaaS Metrics Surveys Customer retention 72

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. Chris Rogers has been working at Constant Contact since 2008.

Feedback 40

Feedback Surveys Technical Support Analytics 40

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Author: Pauline Ashenden - Marketing Manager Most industries today are radically different compared to 20 or even 10 years ago. Published on: February 06, 2019. Share this page on: Tweet.

Automotive 73

Automotive Best practices Banking Customer emotions 73

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

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Since 2008, customer experience has burgeoned and become a key element at many companies. Take, for example, this survey response about who should own customer experience: Yikes!

Customer Experience 88

Customer Experience Metrics Surveys Engineering 88

Lumoa

JUNE 23, 2021

According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022. While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

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. What Are Idea Portals And How Do They Work?

Engineering 52

Engineering Feedback Customer centricity Management 52

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

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 Conversation Excellence Lab surveyed 567 agents from contact centers large and small to uncover the nuances in scripting across the industry. Despite What Their Managers Think.

Scripts 52

Scripts Contact Center Morale Best practices 52

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. All of these have meant it has been an extremely challenging time. The big switch to digital customer service.

Best practices 54

Best practices Surveys Customer Service Technology 54

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. A survey of over 3,200 random customers revealed that an overwhelming 75% would likely share their negative experiences with friends and family.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

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

CSM Magazine

APRIL 4, 2022

A survey by Globoforce and SHRM reported that 90% of employees reported feeling more satisfied with their work when rewarded with peer-to-peer recognition. Whether that’s a result of grind culture due to low wages, poor management, incessant emails and the insistence that one be available nearly 24/7 should issue at work arise.

Construction 52

Construction Employee engagement Management Analytics 52

Helpware

JULY 14, 2017

This should not only include customer satisfaction surveys, but numbers such as how many new e-mail conversations were started, average customer wait time and e-mail response time. Wufoo has pioneered this idea in 2008. Get Top Management Involved In Customer Service. Send Personalized Thank You Notes. Bring Your Ideas to Life.

Customer Service 40

Customer Service Brand ambassadors Customer Support Wait times 40

Eptica

JULY 8, 2016

So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

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. Some decided that it was not, and from then the exploration began, with many small and medium businesses starting to outsource.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

CSM Practice

JULY 6, 2020

Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. 2. Reduced Costs. and $0.27, respectively.

SaaS 71

SaaS Upselling Accountability Sales 71

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

CSM Practice

JULY 6, 2020

Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. The Pacific Crest 2016 survey shows that the median cost of acquiring an ACV dollar for new customers is $1.16. 2. Reduced Costs. and $0.27, respectively.

SaaS 71

SaaS Upselling Accountability Sales 71

Sykes

JUNE 21, 2017

It is therefore not surprising that 54 percent of healthcare executives said in a HealthLeaders Media survey that improving patient experience and satisfaction is one of their top three priorities. Now consider that just one poorly managed patient interaction can result in a negative response on a quality survey.

Healthcare 40

Healthcare Call Center Surveys Analytics 40

LiveChat

JANUARY 23, 2020

If members meet all the criteria, you’re on your way to managing an engaged and healthy community. That’s why it’s easier to get such priceless information from inside the community instead of an email survey. As a consequence, LEGO launched its Ideas platform in 2008. An endless debate.

Gamification 69

Gamification Feedback Education Entertainment 69

JustCall

MAY 14, 2020

Customer Success was an unexplored area back during the 2008-2009 period of the global recession. In such a case, the agent should quickly escalate it to the manager and communicate the status of the conversation clearly. But with time, businesses have made Customer Success a tool to assess their profit generation.

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. In such a case, the agent should quickly escalate it to the manager and communicate the status of the conversation clearly. But with time, businesses have made Customer Success a tool to assess their profit generation.

Customer retention 52

Customer retention Journey mapping Education Feedback 52

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. These shortcomings do affect the service quality. “A

Best practices 226

Best practices Call Center Contact Center Scripts 226

SmartKarrot

SEPTEMBER 18, 2020

Founded in 2008, it developed this AI-powered Chrome extension. Panorama Education, a data analytics company, focuses on surveys that measure school climate, teacher engagement, student satisfaction and other aspects in K-12 schools. The team designs the surveys (which can be taken securely via mobile) and administers them.

SaaS 21

SaaS Education Coaching Healthcare 21

LiveChat

JANUARY 23, 2020

If members meet all the criteria, you’re on your way to managing an engaged and healthy community. That’s why it’s easier to get such priceless information from inside the community instead of an email survey. As a consequence, LEGO launched its Ideas platform in 2008. An endless debate.

Gamification 28

Gamification Feedback Education Entertainment 28

SmartKarrot

APRIL 13, 2020

As companies are increasingly interested to use SaaS as a winning strategy, several recent trends in 2020 have been observed amongst top SaaS businesses: In 2020, it is very important for SaaS businesses to create customer-success functions and take a more proactive approach towards customer success management. Source: Survey Sparrow.

SaaS 19

SaaS Engineering APIs Analytics 19

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

ClearAction

MAY 28, 2015

Too much company-centered thinking and not enough customer-centric business management. Q: So are customer surveys just a waste of time then? 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. See the math problem here? A: Yes and no.

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110

NobelBiz

FEBRUARY 22, 2023

However, you will discover that your helpline is frequently overburdened by tiny, repetitive, and low-value-added requests that may be managed in another way due to self-care. And also, during special times during the year ( Christmas, New year eve, new product or service launch etc. In the medium run, this strategy may be disastrous.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

NobelBiz

MAY 17, 2022

However, you will discover that your helpline is frequently overburdened by tiny, repetitive, and low-value-added requests that may be managed in another way due to self-care. And also, during special times during the year ( Christmas, New year eve, new product or service launch etc. In the medium run, this strategy may be disastrous.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

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. The Importance of Sales for Financial Services.

Sales 62

Sales Banking Call Center Upselling 62

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. Nicereply –Automates sending surveys to help gauge customer satisfaction. .

Call Center 62

Call Center call center software Interactive Voice Response voip 62

C Space

JUNE 1, 2020

In 2008, folks lost jobs … and they found us. And I think that’s some of what we’re planning for as we take a look into our crystal ball at back half of the year and 2021,” Dollar Tree Chief Executive Gary Philbin said, referring to the 2008-2009 financial crisis. It trickles up to management and senior management.”.

Automotive 52

Automotive Advertising Sales Marketing 52

ClearAction

AUGUST 21, 2016

Too much brand-centered thinking and not enough customer-centric business management. Q: So are customer surveys just a waste of time then? 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. See the math problem here? A: Yes and no.

Customer Experience 54

Customer Experience Journey mapping Surveys B2C 54