Fonolo

MARCH 22, 2022

Gamification builds on the desire most people have for feedback, recognition, and achievement in a peer group. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations. by 2015, according to M2 Research. It encourages sharing and mentoring.

Gamification 75

Gamification Call Center Contact Center Feedback 75

Eptica

JUNE 11, 2020

Author: Pauline Ashenden - Demand Generation Manager To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that can ensure you deliver on best practice today. In the first of our three-part series, we focused on the thoughts of the great minds of classical antiquity.

Customer Service 72

Customer Service Best practices Customer centricity Metrics 72

Kayako

OCTOBER 29, 2015

Slowly coming back home: 2010 – 2015. This coincided with the rise of websites like odesk.com and elance.com (before their merger to upwork.com in 2015) specialising in virtual freelance work. 2015 – onwards. Customer feedback doesn’t make it back to your company. They finally found a good fit, right?

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. 2) Ask for Feedback. 3) Keep Your Agents Challenged.

Call Center 56

Call Center Gamification Coaching Surveys 56

Influitive

OCTOBER 11, 2015

The 2015 B2B Buyer’s Survey Report found that 20% of respondents consider peer recommendations one of the top information resources when researching potential vendors (along with web research and analyst reports). Providing feedback on the product or service. Referral leads.

B2B 111

B2B Marketing Best practices Feedback 111

CSM Magazine

JULY 29, 2015

CXMasters will be held September 14-17, 2015 in Salt Lake City. Certification tracks include: VoC Certification – a three-day track designed to provide a basic overview of Voice of the Customer (VoC) best practices for those new to CX or building new programs. Best Practices in CX Data Collection (one day).

Journey mapping 45

Journey mapping Best practices Benchmark Surveys 45

Balto

OCTOBER 31, 2022

“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. For example, onboarding buddies meet with new hires twice during their first month to answer questions and discuss best practices. Send a post-onboarding survey to your new agents: Did this program help them in their role?

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

ClientSuccess

NOVEMBER 3, 2017

Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales. CSM from the Trenches Best Practice – Open and Transparent Communication – Opening the Kimono. Best Practice: Open and Transparent Communication (Opening the Kimono).

Best practices 44

Best practices SaaS Employee engagement Metrics 44

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. It’s constant practice and instant feedback as you work on your social skills.” – Lior Torenberg, Head of the Conversation Excellence Lab Let’s also bust the myths around introverts and sales.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Lumoa

APRIL 1, 2020

If the customer satisfaction (CSAT) and net promoter score (NPS) surveys that you’ve got in place help you understand how your customers feel, why would you change them? Surely, a customer-focused team would be best to handle a customer-facing metric aggregation. Nothing should ever remain static.

Journey mapping 83

Journey mapping Metrics Sales Marketing 83

NICE inContact

JANUARY 29, 2019

Try to turn them around with timely and specific feedback, but if that doesn’t work don’t hesitate to counsel them out. Recognize, Recognize, and Then Recognize Some More – According to a Lifeworks survey, 75% of respondents who don’t think they are valued at work are in the market for a new job.

Call Center 65

Call Center Contact Center Feedback Employee engagement 65

ChurnZero

FEBRUARY 4, 2022

A huge part of how customer success collects intel and feedback from customers is by talking with them. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. Best practices to better engage your investors and board.

Metrics 98

Metrics Consulting Consulting Best practices 98

Kayako

MARCH 2, 2017

We want to do our best to deliver the best support to our customers. Outside forces such as interactions with other businesses and feedback from friends and family influence the service we expect to receive. Customers expect to contact companies to give feedback. Esaí Vélez (@EvpLares14) November 26, 2015.

Airlines 91

Airlines Entertainment Advertising Feedback 91

Provide Support

OCTOBER 7, 2015

The recent stats from 2015 U.S. Listen and act on customer feedback. Nothing is a better pointer to a company to where a dysfunction in customer service lies than customer feedback. Kevin Stritz, an expert in customer loyalty, puts it this way: “Know what your customers want most and what your company does best.

Customer Service 86

Customer Service Self service First call resolution Feedback 86

Provide Support

APRIL 13, 2016

Have a convenient contact form in place so that your customers may leave a feedback or point out to some discrepancies. Survey customers and get their feedback. Giving your customers exactly what they want is one of the best ways to increase sales, build trust and gain repeat clients. © 2003 - 2015 Provide Support LLC.

Surveys 43

Surveys Feedback Personalization Customer Experience 43

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. Follow Frank on Social Media: Twitter: Frank Eliason (@FrankEliason).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

OCTOBER 10, 2017

In my 2015 Customer Experience Transformation talk show with Eric Wansong, VMware’s Vice President of Customer Advocacy, he explained how his team adds strategic value across all company departments. These firms comprised the best-practice profile in the four-year study conducted by ClearAction.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

Comm100

AUGUST 23, 2018

The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018. In 2015, Amazon began offering free one-day shipping in 14 metropolitan areas in the U.S. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Tenfold - Contact Center Blog

JULY 9, 2018

A 2016 survey by Call Center Helper shared that 62.7% According to a 2015 survey conducted by Aspect , 32% of respondents pointed to phones as the most frustrating customer service channel. The agent’s Average CSat score by adding all of the scores received and dividing the total by the number of surveys received.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

JustCall

APRIL 12, 2023

Founded in 2015, Gong is a popular sales intelligence software that provides deep insights into deal progress, pipeline, and market trends. Feedback on Chorus.ai Feedback on Revenue.io Conversation Intelligence Software has gained momentum over the years, and the first tool that comes to mind is Gong. Chorus Chorus.ai

Sales 52

Sales Coaching CRM Contact center software 52

Comm100

NOVEMBER 13, 2022

This is known as machine learning, since the bot can develop stronger answers over time according to real-world feedback. 90% of customers surveyed say that they want a convenient experience when they interact with a brand online, and on the web that often means removing barriers to information. Article by. Kate Rogerson.

Chatbots 52

Chatbots Wait times Healthcare Banking 52

Comm100

JUNE 13, 2018

Ready to put on your holiday best? Use these tips and best practices to make this year’s busy shopping season the most lucrative one yet. In a survey of over 2000 holiday shoppers, the NRF found that over 60 percent of consumers would like to use more online wish lists in the future. Make Purchasing a Breeze.

Self service 53

Self service Chatbots Advertising Sales 53