Cisco - Contact Center

FEBRUARY 21, 2020

According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. To learn more about how to create a customer-centric organization read our white paper .

Customer Experience 81

Customer Experience Customer centricity contact center solutions Contact Center 81

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. For the best tips on consistently improving the employee experience at your company, read on: Tips to Improve Employee Experience.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. This week it’s all about surveys.

Surveys 72

Surveys Marketing Benchmark Best practices 72

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. White papers. As renewal approaches, a customer satisfaction survey may be emailed to the customer or solicited via in-app messages to assess a customer’s propensity to renew. Customer satisfaction surveys. Delivering customer support. Making upsell offers. Blog content.

B2B 117

B2B Journey mapping SaaS Engineering 117

Playvox

NOVEMBER 3, 2021

Teamwork, sharing knowledge and best practices feed company culture. According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability.

Contact Center 103

Contact Center Calibration Construction Morale 103

Comm100

JANUARY 21, 2020

Here are four elements to consider, plus some customer service best-practices to make the most of them: 1. Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts. This post is the second of two that are based on our Omnichannel white paper. White Paper. Download Now.

B2C 40

B2C B2B Benchmark Best practices 40

Eptica

FEBRUARY 6, 2019

That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights. Categorie(s): Best Practice Trends & Markets Most industries today are radically different compared to 20 or even 10 years ago. Share this page on: Tweet.

Automotive 73

Automotive Best practices Banking Customer emotions 73

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. . The Benefits of Adopting a Holistic CX Program . 2 Your CX and performance data is carefully and optimally organized. .

Revenue potential 40

Revenue potential Feedback Surveys Analytics 40

Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? These surveys can reach customers as any of the following: Emails.

Surveys 64

Surveys Feedback Scripts Customer Service 64

Comm100

JANUARY 21, 2020

Here are four elements to consider, plus some customer service best-practices to make the most of them: Social media vs. SEO reach. Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts. This post is the second of two that are based on our Omnichannel white paper.

B2C 83

B2C B2B Benchmark Best practices 83

inmoment

AUGUST 4, 2020

With that in mind, practitioners should strive to fold white papers, training guides, videos, and other useful tools into the branding process. These resources should be complemented by in-house survey tools, customer templates and any other support mechanisms that employees find helpful.

B2B 52

B2B Education Customer centricity Surveys 52

Callminer

MAY 11, 2020

While following best practices for hiring and training employees who are the right fit for your company is crucial, that doesn’t always mean that problems will never arise. Companies should also consider employee satisfaction surveys to get a feel for the company culture from your front-line workers’ point of view.

Management 273

Management Customer Experience Customer Service Coaching 273

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.

Call Center 182

Call Center Analytics First call resolution Metrics 182

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. So the best leadership activities help call center staff increase that fluency, by challenging agents and team leaders to complete complex software operations.

Call Center 182

Call Center Management Scripts Coaching 182

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2).

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Callminer

MAY 26, 2020

For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. Exact strategies for improving your call center’s customer satisfaction metric depend on the services you have surveyed your customers on. The more specific your surveys, the more actionable your results.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Uniphore

DECEMBER 17, 2021

Source: “3rd Annual Optum Survey on AI in Health Care,” Optum, October 2020. With Uniphore, the organization can now provide its agents with real-time guidance including next best actions, best practices, and compliance as well as automation for ACW and call dispositioning. AI Adoption in Healthcare.

Healthcare 52

Healthcare Contact Center Self service Wait times 52

Callminer

NOVEMBER 9, 2020

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. ” – Michele Masterson, 3 Best Practices to Avert Contact Center Fraud , Smart Customer Service; Twitter: @smartcustserv.

Call Center 345

Call Center Banking Accountability Contact Center 345

NICE inContact

NOVEMBER 9, 2018

We surveyed over 2000 consumers in the United States, United Kingdom and Australia. To learn more you can review the 2018 CX Transformation Benchmark and then review this white paper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”. Most interactions occur over the phone.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

CustomerSuccessBox

JUNE 27, 2022

Without CS enablement, a CSM would have to go to the marketing division to locate someone to write a white paper or a graphic and then follow up to make sure it happened. Best Practices for Customer Success Enablement. A variety of additional customer satisfaction surveys can be helpful metrics to monitor.

Customer Experience 52

Customer Experience Metrics Sales Marketing 52

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Here’s what the experts said about customer service in 2018: 1.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Comm100

NOVEMBER 15, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. We have compiled the following list of best practices to help you resolve your customers’ issues the first time: Make First Contact Resolution a Priority. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

First call resolution 44

First call resolution Metrics Best practices Customer Service 44

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Here’s what the experts said about customer service in 2018: 1.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

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. When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. Vinay Amin. EuNaturalHealth.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. An excellent way to gauge your knowledge base’s effectiveness is to include a one-question survey or have a chatbot ask if the article was helpful. Your knowledge base can include : Quick-start guides. How-to instructions. Product specifications. Video demonstrations or tutorials.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

Eptica

JULY 21, 2019

It does not contain 50,000 words of black ink on off-white paper and doesn’t wax lyrical about another framework that will solve all of your CX ills. What’s more interesting is that only 8% of the organisations surveyed said that they have all of their channels connected. That’s a hell of a lot of channels.

Best practices 86

Best practices Multichannel Benchmark Surveys 86