RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

delighted

APRIL 19, 2019

NPS software platforms help automate the entire process, from survey creation and distribution to feedback analysis and CRM data integration. Developed in 2011, Customer Effort Score (CES) measures the ease of a customer’s experience with the statement: [Company] made it easy for me to handle my issue. Transactional CES surveys.

Surveys 59

Surveys Customer Experience Feedback Metrics 59

Netomi

JANUARY 5, 2022

Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

delighted

APRIL 19, 2019

NPS software platforms help automate the entire process, from survey creation and distribution to feedback analysis and CRM data integration. Developed in 2011, Customer Effort Score (CES) measures the ease of a customer’s experience with the statement: [Company] made it easy for me to handle my issue. Transactional CES surveys.

Surveys 40

Surveys Customer Experience Feedback Metrics 40

Comm100

NOVEMBER 13, 2022

This can be even further improved with the integration of a CRM like Salesforce or other business systems, offering even more information to agents. Connecting a CRM also allows agents to make updates to CRM records right from inside the agent console, improving data quality for future interactions. Microsoft Dynamics 365 CRM.

Customer Service 85

Customer Service Multichannel Chatbots Healthcare 85

Comm100

NOVEMBER 13, 2022

When integrated with every digital channel, including resources like a knowledge base and CRM, omnichannel can put more information at an agent’s fingertips and reduce the monotony of continually searching for answers to common problems. Founded: 2011. Features include ticket automation and custom dashboards.

Customer Service 72

Customer Service Chatbots Best practices Surveys 72