Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. White papers. This may involve activating an account, setting up a username and password, completing a profile, getting oriented within your navigational menu or learning to use your product’s basic features. Customer satisfaction surveys. Delivering customer support.

B2B 117

B2B Journey mapping SaaS Engineering 117

Nicereply

MAY 4, 2022

In a survey, 88% percent of participants from the United States stated that they expect brands to offer a self-service support portal. And according to a Forrester survey , customers wish to have knowledge bases compared to other self-service channels. The more detailed it is, the better your customers will be able to help themselves.

Best practices 98

Best practices Self service Sales Surveys 98

inmoment

NOVEMBER 6, 2019

InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. . According to Forrester reports, happy customers account for about a 3% bump in revenue potential in most industries. .

Revenue potential 40

Revenue potential Feedback Surveys Analytics 40

Comm100

JANUARY 21, 2020

According to an Accenture survey, 42% of B2B leaders say they plan to implement online-only loyalty programs, 35% will offer online training for both internal teams and customers, and 32% will offer incentives for making sales completed through digital channels. This post is the second of two that are based on our Omnichannel white paper.

B2C 40

B2C B2B Benchmark Best practices 40

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? Managers might begin by asking themselves why they show up each day. Sure, there’s the paycheck.

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

Vonage

FEBRUARY 13, 2017

With articulation included, the spoken word accounts for a significant 45% of how people communicate. Although surveys are currently the number one method businesses use for measuring feedback, speech analytics provides much more insight around the customer experience. Speech analytics tells you what your customers want.

Analytics 53

Analytics Customer Service Scripts Surveys 53

Comm100

JANUARY 21, 2020

According to an Accenture survey, 42% of B2B leaders say they plan to implement online-only loyalty programs, 35% will offer online training for both internal teams and customers, and 32% will offer incentives for making sales completed through digital channels. This post is the second of two that are based on our Omnichannel white paper.

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. Who are they?

Surveys 60

Surveys CRM Feedback Sales 60

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. The business analyst can survey customers to gain feedback and data related to their experience using the call center. Time spent waiting. Speed of resolution. “The

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

delighted

AUGUST 23, 2019

Is this about a white paper that they read? This is where customer experience surveying comes in. Customer experience surveys are designed to provide you both quantitative (numerical metrics) and qualitative (written feedback) data that offer much more context together than analytics alone. Is this about our products?

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

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. View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

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. View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

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. In as little as a few minutes per day, you can review specific accounts, challenges, and accomplishments with your entire team. Get your team talking…”.

Call Center 182

Call Center Management Scripts Coaching 182

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. Set Return Policies. Ask for feedback. Download Now.

Customer centricity 42

Customer centricity Self service Chatbots Feedback 42

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. Include a survey.

Surveys 59

Surveys Marketing Education Personalization 59

Fonolo

MAY 31, 2018

When there’s confusion, when the customer has to repeat themselves, that’s when they are going to hit the company negatively on a survey rating. As mentioned earlier, social media holds brands more accountable for poor service.) You want to constantly be moving towards the solution.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Integrity Solutions

MAY 24, 2023

When participants leave sales training, there must be a structured follow-up process that ensures: Accountability for real-world application Repetition Feedback on progress Positive reinforcement and supportive coaching For sales training and skills to turn into a way of doing business, they have to be hard-wired into the culture.

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

ConvergeOne

SEPTEMBER 6, 2022

Such companies realize that customer concerns across their business – from new product development to accounts receivable – are an important component of the total customer relationship. VOC initiatives usually include customer surveys that go deeper and wider than traditional CSAT ratings. Download the full white paper below.

Gamification 80

Gamification Interactive Voice Response Management Surveys 80

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. RICOH Canada also engages in Verbatim Zone Employee Engagement surveys. All the change has presented new challenges.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Comm100

MAY 20, 2020

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. White Paper. Take it up a gear, and automatically route a chat based on the visitor’s location, source, navigation and purchase history, and much more. Download Now.

Multichannel 64

Multichannel Customer Service Wait times CRM 64

Comm100

MAY 20, 2020

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. If you want to find out more about omnichannel customer engagement and how to handle interactions across channels with more control and less effort, download the White Paper below: .

Multichannel 52

Multichannel Customer Service Wait times CRM 52

Comm100

FEBRUARY 19, 2020

One way to gauge customer dissatisfaction is through feedback surveys. To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’ Your Business Partners. Your Biggest Advocates.

B2C 64

B2C B2B Advertising Accountability 64

Comm100

FEBRUARY 19, 2020

One way to gauge customer dissatisfaction is through feedback surveys. To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’ Free Download: Never Miss a VIP White Paper.

B2C 40

B2C B2B Advertising Accountability 40

Comm100

APRIL 6, 2020

Rule-based automatic routing can instantly transfer a chat based on location, webpage visits, account data, pre-chat survey responses, and much more. Free Download: Customer Engagement 2020 White Paper. White Paper. Digital omnichannel is the next big thing of the new decade. Download Now.

Chatbots 52

Chatbots Multichannel Customer Care Coaching 52

NICE inContact

NOVEMBER 9, 2018

We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Add to this, that agents must often interact with dozens of business systems and applications to research account history, order status, returns, billing and payment errors, support recommendations and more. Most interactions occur over the phone.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Avaya

JANUARY 29, 2019

In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Customer Feedback – Engage customers immediately following their interaction with agents via short, dynamic surveys. Read the “ Using Workforce Optimization to Enhance Your Customer Experience Strategy ” white paper.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

JivoChat

AUGUST 9, 2021

survey, 60% of customers say experience is more important to them now than it was pre-COVID. You’ll also want to gather feedback directly via surveys and interviews. Sign up for a free account to experience first-hand how JivoChat can support and nurture your bond with customers. Per a recent Ultimate.ai

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

survey, 60% of customers say experience is more important to them now than it was pre-COVID. You’ll also want to gather feedback directly via surveys and interviews. Sign up for a free account to experience first-hand how JivoChat can support and nurture your bond with customers. Per a recent Ultimate.ai

Personalization 52

Personalization Customer Service B2B SaaS 52

CustomerSuccessBox

JUNE 27, 2022

Customer Success teams have a wide range of duties, from opening new accounts to assisting current clients in achieving their objectives and securing renewals. They might refer a client to your account management, development, or customer service teams. And that significantly alters how the handoff process works.

Customer Experience 52

Customer Experience Metrics Sales Marketing 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. Feedback surveys. Sending out a survey to your customers allows you to understand their needs on a more personal level. Customer surveys. Direct mail. Television commercials.

CRM 52

CRM Advertising Chatbots Surveys 52

Comm100

FEBRUARY 7, 2018

Does the software have caps or restrictions that would cause you to be overcharged or limit activity until your account is upgraded? Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Comparing Plans and Pricing.

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. Before Hertz shifted from a marketing-centered social media strategy to a jointly-owned system in 2014, the marketing department had control over the company’s social media accounts. What account-specific info can be given online? 30% Customer Care.

Customer Service 47

Customer Service Customer Care Morale Marketing 47