Nicereply

NOVEMBER 21, 2019

. …Once upon a time (in truth it was in 2011) we ran across Nicereply – an interesting tool for getting feedback from our customers developed by a very successful Slovak company Websupport. Since 2012 we have started receiving ratings from our customers. Since 2012 we have started receiving ratings from our customers.

Gamification 75

Gamification Surveys Feedback Customer Support 75

Balto

JUNE 23, 2022

We surveyed 567 agents across the United States. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Age Distribution of Survey Participants. The most represented industries in our survey were Retail (17.5%), Financial and Professional Services (16.2%), and Healthcare (12.2%). Demographics. female and 47.3%

Scripts 52

Scripts Coaching Contact Center Surveys 52

CX Journey

OCTOBER 12, 2016

It is a modified version of a post that I wrote for CX Journey back in 2012. Without a doubt, employee turnover is costly - not just in terms of the costs of recruiting, hiring, and training a new person but also in terms of the knowledge and productivity that just walked out the door. It appeared on their blog on September 5, 2016.

Surveys 77

Surveys Feedback Customer Service Customer Experience 77

Ann Michaels and Associates

DECEMBER 12, 2018

According to the customer experience survey, 63% of consumers who would otherwise not want to share personal information are willing to share these details —if they’re dealing with a brand that has given them a good experience. We respect our users’ opinions; we listen to their feedback and in turn they help shape the product.”

Customer Experience 56

Customer Experience Feedback Banking Technology 56

Callminer

AUGUST 1, 2017

Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. They don’t do anything else except maybe monitor a few calls and give some feedback. Agents can also send feedback directly to script authors to further improve processes. Feedback loops are imperative to success. To implement continuous training.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Balto

AUGUST 3, 2022

We surveyed 361 executives across the United States for the purpose of this survey. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Gender Distribution of Survey Participants. Figure 3: Age Distribution of Survey Participants. Figure 4: Title Breakdown of Survey Respondents. Demographics.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

The Petrova Experience

DECEMBER 14, 2021

A blunder that would never have happened if Better.com had a return to office plan that defined how and when Leadership should use video communications tools in lieu of in-person conversations. Similarly, we were yearning for flexible work arrangements in JetBlue in 2012. Expand the Geography of In-Person.

Real estate 52

Real estate Journey mapping Employee engagement Personalization 52

ijgolding

JANUARY 14, 2019

On the 12th of February 2012, coincidentally, I will celebrate my 7th anniversary as an independent customer experience specialist. For example, on all KLM flights, the pilot now introduces him/herself to passengers from the front of the aircraft – not from the safety of their cockpit, but in person, in full view of the passengers.

Customer Experience 98

Customer Experience Airlines Customer centricity Healthcare 98

LiveChat

NOVEMBER 23, 2018

I tend to do a lot of surveys with our customers. I slip a sneaky survey in, which only contains one question with multiple choice answers. I usually relate it to the articles in the mailer and with the simplicity of the survey, I have found an increase of 68% in responses from the surveys ! 40% is a huge drop off!

Surveys 28

Surveys SaaS Personalization Advertising 28

Russel Lolacher

JANUARY 30, 2022

Again, I know I plugged this a few episodes in but privately publicly love I’m feeling I even had one person just privately have a moment and kind of explain their own horrible experiences at work. But for that person to stand up, walk out of their office, and to put on that kind of performance yelling at this individual.

Personalization 52

Personalization Employee engagement Surveys Accountability 52

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. personalization. In fact this number increased from 67% in 2012 to 84% in 2015. Contact Center and CX Research and Reports. of companies. omnichannel.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

PeopleMetrics

JANUARY 28, 2021

I joined in 2012. That was the beginning of some of the things that we can do today in CX is based on - like when we talk about operationalizing customer experience feedback and getting it to every member of the organization, it started there when we were just able to figure out, "okay, we can get results to people in real time."

Feedback 62

Feedback Surveys Customer Experience Analytics 62

ProProfs Blog

SEPTEMBER 27, 2019

The average time spent on social media in 2018 was 144 minutes, which is more than a 60% increase from 2012. . These reviews are not only the feedback of your customers but also provide market research into what you should do. Yes, it is easy to understand customer sentiment from online reviews and social media surveys.

Advertising 79

Advertising Surveys Feedback B2B 79

AskNicely

JULY 26, 2015

If you can show recent feedback, it shows your brand is popular now, not back in 2012. Photos – Words work better when you put a face to the feedback. COLLECT REGULAR FEEDBACK USING NET PROMOTER SCORE. An NPS survey can can achieve response rates over 50% which you can can triage to identify your biggest fans.

Feedback 60

Feedback Surveys SaaS Personalization 60

Amity

OCTOBER 31, 2016

In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team. How did you personally get started in Customer Success? More personally, we work hard to ensure that the Customer Success team itself is a fun team to work on. Honestly, I kind of stumbled into the role!

Coaching 0

Coaching Engineering Upselling Marketing 0

Comm100

SEPTEMBER 7, 2017

Yes, you could probably find this information on your candidate’s resume—but it’s most valuable to hear from them in person. How this question is answered will depend entirely on the person. Here’s an example of how one qualified candidate might respond: “I’ve been working with customer service since 2012.

Average Handle Time 48

Average Handle Time Customer Service Feedback Call Center 48

SmartKarrot

JANUARY 20, 2022

Developers can achieve this through their cloud platform, which provides real-time feedback and automated solution suggestions during the development process. Checkout.com was founded in 2012. It does this via product suggestions for content personalization, product badging, omnichannel, and more. Sign up for our newsletter.

SaaS 10

SaaS Advertising B2B Transportation 10

Clarabridge

JANUARY 26, 2017

The truth of the matter is that customer surveys can be just as misleading. And that’s bad news if you’re building your business around survey results. That’s not to say that surveys don’t provide valuable insight. That’s because the poll surveyed just one African American voter who happened to be a Trump supporter.

Surveys 40

Surveys Feedback Self service Analytics 40

Clarabridge

JANUARY 26, 2017

The truth of the matter is that customer surveys can be just as misleading. And that’s bad news if you’re building your business around survey results. That’s not to say that surveys don’t provide valuable insight. That’s because the poll surveyed just one African American voter who happened to be a Trump supporter.

Surveys 40

Surveys Feedback Self service Analytics 40

Clarabridge

JANUARY 26, 2017

The truth of the matter is that customer surveys can be just as misleading. And that’s bad news if you’re building your business around survey results. That’s not to say that surveys don’t provide valuable insight. That’s because the poll surveyed just one African American voter who happened to be a Trump supporter.

Surveys 40

Surveys Feedback Self service Analytics 40

Comm100

MAY 1, 2018

Born roughly from the late 1990’s or early 2000’s to 2012, early Gen Zers are often lumped in with Millennials because of the fuzzy nature of this generation’s start date. population survey. Ease Gen Xers skepticism through one-on-one contact that cuts through the bureaucracy, and by giving them constructive feedback.

Management 42

Management Education Surveys Government 42