NobelBiz

MAY 16, 2023

Hosted contact centers leverage cloud computing technology to deliver a wide array of services and functionalities, such as call routing, interactive voice response (IVR), workforce management, and analytics. This leads to faster resolutions, higher customer satisfaction, and increased brand loyalty. Let’s see why.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

aircall

JUNE 14, 2021

Do you know what your agents are doing, how fast they’re doing it, and whether they’re effectively satisfying your customers? Call center metrics and KPIs provide a reliable and objective way to measure team performance while improving customer satisfaction. 9 Metrics for Team Performance.

Call Center 62

Call Center Metrics First call resolution Wait times 62

Up Your Service

SEPTEMBER 22, 2018

Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more. Customer retention now tops new customer acquisition as a source of predictable revenue and profitability. Service is gaining in power. No surprise there.

Engineering 74

Engineering Metrics Technology Employee engagement 74

Stratifyd

NOVEMBER 12, 2019

Now many are realizing the significant impact employee experience has on customer experience. With the omni-channel data analytics tools available today, it’s no surprise that organizations are listening to the voice of their teams and gaining insights to improve the employee experience.

Customer Experience 40

Customer Experience Analytics Enterprise Feedback 40

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

delighted

MARCH 4, 2020

Customer Experience Management can transform your organization into one that is customer focused, giving your team a mission and values to rally behind and a process for acting on them to benefit customers. This is a recipe for improved employee engagement and happiness, which translates to improved experiences for customers.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

delighted

MARCH 4, 2020

Customer Experience Management can transform your organization into one that is customer focused, giving your team a mission and values to rally behind and a process for acting on them to benefit customers. This is a recipe for improved employee engagement and happiness, which translates to improved experiences for customers.

Customer Experience 43

Customer Experience Management Journey mapping Surveys 43

delighted

JANUARY 7, 2020

Considering that it costs up to 6 times more to attract a new customer than to retain an existing one, the immediate and long-term ROI of customer experience is encouraging many businesses to incorporate CX metrics and benchmarks into their definitions of brand health and success. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

delighted

APRIL 26, 2019

The key is understanding what a customer is experiencing each time they interact with your brand, and how you can make that experience even better. What is a customer experience metric? Like everything else in your business, customer experience — often written as CX — can be improved most effectively when it can be measured.

Metrics 66

Metrics Customer Experience Surveys Employee engagement 66

delighted

APRIL 26, 2019

The key is understanding what a customer is experiencing each time they interact with your brand, and how you can make that experience even better. What is a customer experience metric? Like everything else in your business, customer experience — often written as CX — can be improved most effectively when it can be measured.

Metrics 47

Metrics Customer Experience Surveys Employee engagement 47

Playvox

APRIL 27, 2023

Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. The gamification software Kahoot!,

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

MARCH 27, 2023

For example, contact centers can track individual or team performance on certain metrics and offer prizes to those who excel. Improving the monitoring of customer interactions such as calls, emails, chat transcripts, and social media interactions can provide valuable insights into common issues and areas for improvement.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Noble Systems

SEPTEMBER 29, 2020

WFM is a set of processes that helps optimize employee productivity. In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. Voice of The Customer. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Hello Customer

OCTOBER 6, 2021

By analyzing all this valuable data and information, you’ll be able to make informed decisions about business strategies at every corporate level, which will increase your value as a company both in the eyes of your customers and of your employees. You love your customers, of course you do. Increase customer retention.

Feedback 76

Feedback Analytics Customer centricity Surveys 76

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Calabrio

OCTOBER 15, 2019

This year we also launched our first-ever analytics competition , so there was even more to celebrate. This event is the perfect opportunity to let our customers shine by turning the spotlight on the successes they have achieved using Calabrio. Getronics has used Calabrio solutions for 10 years and is implementing Calabrio Analytics.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16