Monet Software

JANUARY 30, 2020

That’s because employee engagement isn’t just that age-old survey topic: employee satisfaction. But what drew you to overseeing customer contacts rather than working in retail, accounting or any other specialty? How many times has a prospective agent said they’re interested in the position because they’re a “people person”?

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

Comm100

JANUARY 21, 2020

For a customer who is visiting a second time, or from a specific location, a personalized deal might be offered instead (“see something you like? This post is the second of two that are based on our Omnichannel white paper. Free Download: Customer Engagement 2020 White Paper. White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

Comm100

JANUARY 21, 2020

For a customer who is visiting a second time, or from a specific location, a personalized deal might be offered instead (“see something you like? This post is the second of two that are based on our Omnichannel white paper. Ask us about our free shipping codes!”). Remember: Think proactively. Mobile vs desktop retention.

B2C 83

B2C B2B Benchmark Best practices 83

GetFeedback

FEBRUARY 15, 2019

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. This segmentation becomes vital during survey analysis.

Surveys 60

Surveys CRM Feedback Sales 60

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. Customer service is about finding a balance between efficiency and personalization…”. Your team has to know you as a person, not just a supervisor.

Call Center 182

Call Center Management Scripts Coaching 182

Serenova

DECEMBER 13, 2019

According to a survey of 3,000 consumers by Vanson Bourne for Serenova , customer experience can make or break your reputation with new and prospective customers. Ninety-four percent of people surveyed say their service interactions impact their decision to stay with a company or switch to a competitor.

Contact Center 53

Contact Center Customer Service Wait times Surveys 53

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Then key metrics of each agent can be analyzed to understand their personal shortcomings and specific training can be given to them. Time spent waiting.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Nicereply

FEBRUARY 21, 2019

Surveys and Feedback. However, surveys don’t reflect real-time information because it takes time to compose them, send to consumers and process the feedback. From Real-time Surveys to Real-time Actions. Few customers can waste one hour to answer 50 survey questions. Trigger the Change. Triggering the change is not easy.

Marketing 45

Marketing Customer Experience Surveys Feedback 45

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. The subject of motivation, often embodied in management productivity programs by Maslow’s hierarchy of needs (the essence of which are the needs for life, security, love, esteem and personal growth), is broad.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. The subject of motivation, often embodied in management productivity programs by Maslow’s hierarchy of needs (the essence of which are the needs for life, security, love, esteem and personal growth), is broad.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. The subject of motivation, often embodied in management productivity programs by Maslow’s hierarchy of needs (the essence of which are the needs for life, security, love, esteem and personal growth), is broad.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

LiveChat

JULY 27, 2018

Further segment your list into categories such as: people who have not signed up for a paid account after a free trial, people who have not responded to a free trial offer, people who have browsed your website but not made a purchase, and people who have made one purchase on your website before becoming inactive. Personalize your message.

Surveys 59

Surveys Marketing Education Personalization 59

Comm100

MAY 31, 2016

According to a comScore study with UPS , 67% of the 5,000 consumers surveyed checked a company’s return policy before making a purchase online, and 58% want a “no questions asked” experience. Blog, reports, and white papers. Personalized picks. Set Return Policies. Train your staff. Ask for feedback.

Customer centricity 42

Customer centricity Self service Chatbots Feedback 42

Integrity Solutions

MAY 24, 2023

It’s a person’s attitudes, beliefs and a genuine desire to create value for customers that separate high-achieving salespeople from the rest. It covers things like sales/service methodology, conversation skills, asking questions, delivering insights, account strategy, and articulating a product’s benefits and outcomes.

Sales 52

Sales Coaching Accountability Personalization 52

Callminer

NOVEMBER 9, 2020

Further, malicious callers can manipulate customer service agents and automated systems to change account information, transfer money and more. For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI.

Call Center 345

Call Center Banking Accountability Contact Center 345

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once survey, 60% of customers say experience is more important to them now than it was pre-COVID. So, where does personalization fit into this narrative? Why Personalizing Customer Service Is Important. Personalized customer service re-engages cold leads.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once survey, 60% of customers say experience is more important to them now than it was pre-COVID. So, where does personalization fit into this narrative? Why Personalizing Customer Service Is Important. Personalized customer service re-engages cold leads.

Personalization 52

Personalization Customer Service B2B SaaS 52

Beyond Philosophy

OCTOBER 11, 2019

Every department within the entire organization had a direct or indirect impact on Customer Experience, from the technical service technicians that worked with customers to Accounts Receivable to Logistics. Laverty says that inside every single person in the organization today is a duty to deliver an exceptional Customer Experience.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Comm100

MAY 20, 2020

And with so much information at their fingertips, they can also provide more individualized support and develop more personal relationships to make every customer feel valued. Managers can set up pre-chat surveys that help categorize customer issues, and then route them to the agent or department that’s best equipped to help.

Multichannel 64

Multichannel Customer Service Wait times CRM 64

Comm100

MAY 20, 2020

And with so much information at their fingertips, they can also provide more individualized support and develop more personal relationships to make every customer feel valued. Managers can set up pre-chat surveys that help categorize customer issues, and then route them to the agent or department that’s best equipped to help.

Multichannel 52

Multichannel Customer Service Wait times CRM 52

Comm100

FEBRUARY 19, 2020

By giving these VIPs a consistent and high-quality experience, such as assigning them to the “personal shopper” representative they worked with last time, you will inspire them to keep using your product or service, and likely spend even more. Recommended for you: 3 Ways to do More with Customer Experience Personalization.

B2C 64

B2C B2B Advertising Accountability 64

Comm100

FEBRUARY 19, 2020

By giving these VIPs a consistent and high-quality experience, such as assigning them to the “personal shopper” representative they worked with last time, you will inspire them to keep using your product or service, and likely spend even more. Recommended for you: 3 Ways to do More with Customer Experience Personalization.

B2C 40

B2C B2B Advertising Accountability 40

Comm100

APRIL 6, 2020

When it comes to providing the best, most personalized customer care experience, information is king. With this much customer information at your agents’ disposal, responses will be accurate and personalized every time. Free Download: Customer Engagement 2020 White Paper. White Paper. Here’s how: .

Chatbots 52

Chatbots Multichannel Customer Care Coaching 52

JivoChat

JUNE 1, 2021

Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. Live chat tools allow for real-time interaction, so your agents can answer questions and deliver a personalized experience. Feedback surveys. Customer surveys. Product review sites.

CRM 52

CRM Advertising Chatbots Surveys 52

Comm100

FEBRUARY 7, 2018

Does the vendor offer tools to personalize customer interactions? Does the software have caps or restrictions that would cause you to be overcharged or limit activity until your account is upgraded? Does the live chat provider make it easy for customers to submit their feedback via post-chat surveys after their support interaction?

CRM 41

CRM Multichannel Marketing Accountability 41

Comm100

NOVEMBER 15, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Instead of taking the time to research the correct information, the agent in the “Don’t” example used “I don’t think,” as a get-out clause—an addition that he hoped would lessen his accountability for giving out misinformation.

First call resolution 44

First call resolution Metrics Best practices Customer Service 44

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. The result is a social media page where personal inquiries, desperate complaints, and more comes in – but nothing goes out. What account-specific info can be given online? Well-trained operators mean better customer satisfaction. 30% Customer Care.

Customer Service 47

Customer Service Customer Care Morale Marketing 47

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. You wouldn’t talk with your mouth full in person, so there’s no excuse to do so over the phone. The single worst thing a contact center agent can do during a call is eat…”.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. Moreover, they’ll be able to give them their full attention, enhancing customer service interactions with a personalized touch. Designate A Person Responsible for the Knowledge Base. It requires a responsible person to maintain knowledge base articles and forms of content.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

Comm100

OCTOBER 17, 2017

On Reddit, they created fake accounts to try and scare their customers into believing that these supposed arrests were already happening. After hours of repeated threats and curses, Amy’s Baking Company updated their Facebook, saying (instead of apologizing) that their social media accounts had been hacked. Download Now.

Customer Service 50

Customer Service Customer Care Feedback Surveys 50