Fonolo

MARCH 22, 2022

In the call center, it can be even more difficult due to the repetitive nature of the job (answering an endless stream of phone calls) and the metrics-based approach used in performance tracking. Gamification builds on the desire most people have for feedback, recognition, and achievement in a peer group.

Gamification 75

Gamification Call Center Contact Center Feedback 75

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Lumoa

APRIL 1, 2020

Those decisions then funnel up to impact key metrics like retention and customer value over time. Instead of relying on your sales team or marketing spend to bring in and retain new customers, you can rely on a highly-personalized (and delightful) customer experience to do so. Who is responsible for your customer insight strategy?

Journey mapping 83

Journey mapping Metrics Sales Marketing 83

Balto

FEBRUARY 6, 2023

One respondent shared: “[The contact center] fits my personality and helps me with my social anxiety problems by forcing me to speak to strangers while also not having to be face to face.” of respondents worked in person, 26.41% worked remotely, and 26.89% worked a hybrid of the two. Suddenly, their work has greater meaning and impact.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Genroe

FEBRUARY 18, 2015

How customer feedback can help you quantify next year’s sales. Driving Customer Success with Net Promoter® metrics. Genroe: Customer feedback and Net Promoter consultants. Wednesday, March 11, 2015 from 7:30 AM to 9:00 AM (AEDT). No charge to qualified attendees – strictly one person per company. Adam Ramshaw.

B2B 45

B2B SaaS Consulting Consulting 45

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. Many companies simply measure satisfaction using metrics such as Net Promoter Score , but this only goes so far. This can be through review sites, Facebook, Twitter or even just word of mouth.

Customer Service 71

Customer Service Multichannel Contact Center Best practices 71

Comm100

SEPTEMBER 28, 2021

That included tips on how to engage with leadership, collect feedback from your organization, and communicate change. This has allowed agents to maintain individual personality in their responses while reducing the need to send repetitive messages to common queries. Live chat can be very personal.

Customer Service 89

Customer Service Chatbots Banking B2C 89

aircall

JUNE 11, 2021

While in-person communication is ideal for certain transactions and interactions, the phone is still the primary way businesses communicate with their clients. Speaking with another person creates a human connection, which is so vital for any relationship. Sender — the person sending the message. Telecommunication Now.

voip 62

voip APIs Call Center Telecommunications 62

JivoChat

JULY 20, 2021

So much so, they expect businesses to provide fast, personalized support across multiple channels. With a smooth and fully-supported onboarding process, you can build customer confidence, gather (and respond to) customers’ feedback, and meet their needs quickly. Close the Loop on Customer Feedback. Provide Omnichannel Support.

Customer retention 52

Customer retention Gamification Education Self service 52

PeopleMetrics

JUNE 16, 2015

And only two-thirds are tracking CX as a metric on the company scorecard, alongside financial and operational KPIs. 7 in 10 say that the company shares customer feedback with employees. Check out the Temkin Group's Lessons in CX Excellence, 2015 report for some ideas from a range of different companies. "All Talk, No Action".

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. Involving customers and obtaining their feedback is an important part of this process. Author: Dharmesh Ghedia Banks and other financial service providers are facing unprecedented challenges.

Banking 77

Banking Customer Experience Multichannel Finance 77

CSR Inc.

JULY 17, 2016

While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback.

Call Center 48

Call Center Technology Gamification Coaching 48

Talkdesk

SEPTEMBER 2, 2015

We invited Samuli Zetterberg, CEO and Founder of Surveypal to share his wisdom with us on Tuesday, September 1, 2015. Surveypal is an online customer survey platform that helps companies of all sizes gather actionable feedback from their customers. Phone support is real-time, personalized and human.

Best practices 68

Best practices Customer Service Surveys call center software 68

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. The same report also revealed that 84% of customers say being treated like a person, not a number, is very important to winning their business and that 51% of businesses ‘fall short’ of consumer expectations.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Kayako

AUGUST 30, 2017

One popular example people point to when they talk about all hands support is Slack’s 2015 outage, when some 1 million people were without the chat platform. This plan was personal and worked because everyone knew what to do. Encourage everyone to take customer feedback seriously. How it plays out in the real world.

Engineering 80

Engineering Customer centricity Feedback Customer Service 80

ProProfs Blog

FEBRUARY 13, 2020

70% of businesses said they were improving client experience because customers expect more personalization, while 60% simply want to improve customer loyalty. Seeking customer feedback on how to improve the existing services or products is a great initiative to improve the customer satisfaction score. Source: Annex Cloud ) Tweet this.

Customer retention 164

Customer retention Sales B2B Marketing 164

CX Journey

OCTOBER 20, 2015

It appeared on their blog on April 23, 2015. If you get feedback, do something with it. Listen to what customers are saying When customers provide feedback that their issues were not resolved promptly or properly or that employees seemed hostile and unwilling or unable to help, perhaps this is on you. Watch how they work.

Customer Experience 75

Customer Experience Scripts Customer effort Journey mapping 75

CCNG

OCTOBER 19, 2022

Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Temkin, 2017) 48% of consumers expect specialized treatment for being good customers.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

The Northridge Group

MAY 2, 2023

ChatGPT, short for Chat-based Generative Pre-trained Transformer, is a state-of-the-art artificial intelligence (AI)-powered natural language processing (NLP) model created by OpenAI, a company co-founded in 2015 to advance digital intelligence in the way it can interact with humans. Q: What are the key features of ChatGPT based on GPT-4?

Contact Center 67

Contact Center B2C Chatbots B2B 67

PeopleMetrics

JUNE 26, 2015

It’s been an eventful couple of months on the personal front. Put the right person at the front desk. Mary, June 2015. Value is an interesting metric. My wife and I bought a house. We moved into that house. Double gasp! ) We have mortgage payments. Triple gasp! ). We even signed up as new Costco members. you monster!).

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

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. There was a situation where I challenged a customer to think about why they don’t require managers to have regular 1:1’s with each person on their team. Reflecting.

Best practices 44

Best practices SaaS Employee engagement Metrics 44

Balto

OCTOBER 31, 2022

Here’s what we found: Both managers and agents ranked 1-on-1 training as the most effective onboarding tool; no matter how you slice the data, a personalized experience is the best experience. 2 out of 3 agents want to change their onboarding to make it more personalized, thorough, and engaging. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

CX Journey

APRIL 12, 2016

It was published on their blog on November 18, 2015. I think most companies only consider phone, web, social, email, in store, in person, etc. Act on their feedback and concerns. Share customer feedback with them. A great metric for the partner customer experience is Customer Effort Score. That's a good start.

Multichannel 43

Multichannel Customer effort Airlines Education 43

Tenfold - Contact Center Blog

JULY 9, 2018

It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure. Getting ahold of the right person the first time also ultimately improves customer experience.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

LiveChat

FEBRUARY 22, 2016

This relation is built on a handful of details, one of them being the personal contact with the owner or cashiers. Personal customer service in the online world. However, for an online business, it will be a couple of thousands customers that all need the personal approach. Smart business leaders live off every bit of feedback.

Marketing 44

Marketing Real estate CRM Personalization 44

aircall

JUNE 28, 2022

By the way, transparency is at the center of our values, that is why for the past eight years we’ve been communicating regularly to our entire team our most important metrics, our ARR, our NPS, our profit margins, and more. Often, entrepreneur ideas are born out of personal stories and anecdotes. The last day of 2015 remains mythical.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Influitive

JUNE 14, 2016

What sets this new era in marketing apart from the “modern” is an earth-rumbling shift away from mass-reach metrics and click-this-to-do/get-that strategies. I was first introduced to the concept of the Servant Leader by community engagement maven Phoebe Venkat during a talk she did at a conference in 2015. At their service.

Marketing 60

Marketing SaaS Consulting Consulting 60

Enghouse Interactive

APRIL 28, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

Netomi

MARCH 27, 2022

Comparing CSAT to other popular consumer metrics. The metric measures sentiment towards your product, service or a specific interaction. It’s important to realize that CSAT differs from Net Promoter Score (NPS), another popular metric. How to improve your CSAT score. CSAT vs. NPS . CSAT vs. CES. CSAT vs. DSAT.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Denise Lee Yohn.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Nicereply

SEPTEMBER 6, 2022

This specific article was originally written in 2015, but it received a major update in 2022 and offers excellent tips for support leaders. When they need help from a person, your support team will be there, but they won’t have to rely on them for every question. Key quote: “Help your customers help themselves.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Amity

FEBRUARY 8, 2018

Since launching in Canada in December 2015, Uber Eats has revolutionized food delivery by offering hundreds of thousands of Canadians an opportunity to connect with local restaurants in cities like Toronto, Ottawa, Montreal, Edmonton, and Vancouver. What is the most unique thing about the way your team functions?

Accountability 71

Accountability Metrics Feedback Enterprise 71

aircall

NOVEMBER 21, 2022

As a result of Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.” ? An IT manager from a media company described their experience with learning how to use Aircall, stating, “I got feedback from our sales team that [Aircall] was pretty easy and simple to use. You can read the full report here. “As

CRM 62

CRM Wait times Consulting Consulting 62

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. Top Features of Chorus.ai

Sales 52

Sales Coaching CRM Contact center software 52

Customer Guru

JANUARY 3, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. In 2013, Sequoia joined us as an investment partner and in 2015, India Value Fund, which is now called TrueNorth invested in us. Our entire focus at Cloudnine was to personalize our customer’s experience.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

CX Journey

AUGUST 25, 2015

Image courtesy of ~db~ Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 19, 2015. With a tool like Touchpoint Dashboard or some other digital journey mapping tool, the virtual/online sessions become a no-brainer, though you can use these digital tools for in-person sessions, as well.

Journey mapping 64

Journey mapping Customer centricity Metrics Surveys 64