CX Accelerator

OCTOBER 25, 2018

Naturally, Customer Experience and AI were on the tip of everyone’s tongue. Summarized below are a few of the most popular trends coming out of the conference… Most of us are not ready for AI. The AI revolution is truly at the doorstep of Customer Service…and it will change the face of the industry forever.

Journey mapping 140

Journey mapping Metrics Contact Center Benchmark 140

delighted

MARCH 15, 2019

A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience. Constant monitoring of your customer experience metrics will let you know whether the changes you’re making are moving the needle.

Surveys 74

Surveys Benchmark B2B Feedback 74

Fonolo

APRIL 24, 2018

They are a division of IQPC, which produces the Call Center Week conferences. (If For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year.

Contact Center 99

Contact Center Call Center Self service Surveys 99

JustCall

APRIL 20, 2022

One of the most elemental steps in delivering a great customer experience is ensuring that customers can reach out to you quickly and easily. Invest in modern tools with features like IVR, conference calling, SIP, analytics, SMS bot, call recordings, call notes, and voicemail drop. Happy customers = Exponential growth.

Best practices 52

Best practices Customer Support voip Coaching 52

Fonolo

APRIL 24, 2018

They are a division of IQPC, which produces the Call Center Week conferences. (If For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Callminer

JULY 23, 2019

Over the four years the program has been in place, all key program metrics have shown progressive, benchmark-exceeding improvement. Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. Setup a customer feedback stream for agents. Make sure to listen to calls.

Best practices 140

Best practices Feedback Call Center Coaching 140

aircall

NOVEMBER 4, 2016

This article will explore the various beneficial effects that computer-telephone integration can have on your call center installation, and on your customer experience. Computer telephony integration enables video and conference calling, whisper coaching, and file transfers. Features which enhance the customer experience.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83