Balto

AUGUST 23, 2024

Here’s the good news: in 2024, we have a wide array of capable call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making. You can also import questions from previous surveys.

Call Center 52

Call Center Coaching Surveys Contact Center 52

ChurnZero

JANUARY 4, 2024

Expanded roles and responsibilities: how will customer success evolve in 2024? 2024 will be the year that CS teams create and execute on segment-specific playbooks that combine products, service offerings, and proactive engagements that align to value.” We asked ChurnZero’s industry network of CS experts to weigh in.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ChurnZero

MAY 15, 2024

Yet, the data suggests, there’s something else at play: a lack of operational leadership experience within our survey respondents’ teams. 67%) Elsewhere in the survey, 68% of CSMs say they like and appreciate their managers. The issue, however, is that interpersonal leadership skills alone won’t help CSMs hit their goals in 2024.

Chief Customer Officer 52

Chief Customer Officer Coaching Surveys Best practices 52

JustCall

AUGUST 8, 2023

billion by 2024. By making the process seamless and hassle-free, businesses can gather valuable feedback and testimonials, enhancing social proof and driving future sales. These chatbots engage customers in natural conversations, gathering valuable feedback on their shopping experiences and suggestions for improvement.

Chatbots 52

Chatbots Customer retention Coaching Feedback 52

Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media. Only 26% feel the feedback they do get helps them do better work.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Horizon CX

FEBRUARY 29, 2024

Provide Ongoing Support and Feedback : Offer ongoing support, coaching, and feedback to employees to help them continuously improve their customer service skills. Solicit feedback from customers through surveys and other feedback mechanisms to gauge satisfaction and identify areas for improvement.

Morale 52

Morale Customer centricity Upselling Feedback 52

Playvox

FEBRUARY 1, 2024

The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey or comments shared after a single interaction. Tagging helps you categorize customer feedback and communications for better analysis and more helpful insights.

Contact Center 93

Contact Center Best practices Surveys Feedback 93