Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed. Putting the Power of Your People to Work.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Expivia

FEBRUARY 25, 2024

In the bustling world of contact centers, where every interaction holds significance, traditional quality assurance methods often miss the mark. In this blog, we embark on a journey through practical QA scenarios, illuminating how Auto QA, enhanced with advanced prompting , is reshaping the assessment landscape.

Contact Center 52

Contact Center Technology Feedback Analytics 52

Call Center Weekly

JANUARY 10, 2018

The SaaS customer journey leans heavily on the customer to understand the product before buying, and that's why trial periods are so popular. Customers "kick the tires" of SaaS products in more customized ways. They want to see if they will really understand HOW the product will solve their specific, personalized challenges.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

Beyond Philosophy

MAY 5, 2015

They affect what your Customers are going to do, and how they feel about your product. How they feel is what drives them to your store/website/call center queue. We use this as a guide to help us determine which of the 20 voices is talking through analysis of the actions of your Customers in your Experience.

Customer emotions 284

Customer emotions Customer Experience Call Center Customer centricity 284

Beyond Philosophy

OCTOBER 28, 2014

When there is technology deployed in a Naïve or Transactional organization, they are doing so to get the product to market as quickly as possible with fewer costs. Transactional companies might also have a motive to improve the productivity, by tracking stats like how many calls are answered and the average call time per Customer.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

IdeasUnlimited

AUGUST 26, 2022

In this blog, we will be sharing some of what we have learned not just from our experience, but from our clients as well. A very simple rule of thumb is this; never change price on your most popular product or service. hotdog brings in customers that eventually buy their other products. Give New Talent a Chance.

Finance 95

Finance Transportation Customer retention Healthcare 95

Talkdesk

APRIL 8, 2016

Nate chatted with Talkdesk Product Manager, Robert Sur, about the importance of leveraging call center data to develop and refine a phone support strategy. There were four insights in particular that stood out to me in the webinar: Lesson 1: Think outside of the box when it comes to call center metrics.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

Etech GS

SEPTEMBER 2, 2018

Why the Human Touch Is a Critical Component of Successful Data Analysis. Effective analysis: While AI excels at pattern recognition, it takes humans to fine-tune searches and see beyond mere coincidence to larger behavioral trends. People are simply better at complex analysis than machines.

Technology 65

Technology Scripts Call Center Personalization 65

JustCall

AUGUST 1, 2021

So, here we bring all answers to your queries in this comprehensive blog post on text surveys. This greatly affects their attitudes towards a product. A comparative analysis of people’s feedback makes you aware of your weak spots. It wouldn’t make sense to send a survey to someone who’s only just subscribed to your blog.

Surveys 98

Surveys Real estate Feedback Customer retention 98

Lumoa

FEBRUARY 16, 2023

You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. One of the best analysis techniques available is the voice of customer (VoC) template. You probably know this. But where do you start?

Feedback 94

Feedback Best practices Analytics Surveys 94

Nicereply

DECEMBER 5, 2019

In the age where there are high consumer expectations, and organizations work day-and-night to provide competitive services to their customers, the positive experience which a specific customer goes through while purchasing the product or asking the troubleshooting service, adds up to the credibility of an organization.

Customer Experience 90

Customer Experience Transportation Customer centricity Analytics 90

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. The value of that improved metric plays a big role in the client’s bottom line.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Fonolo

JULY 5, 2023

These are typically generational trends caused by new technology or information about a product. Salesforce reports that a staggering 84% of customers say the experience a company provides is at least as important as its products or services. This moment of truth determines how we think and feel about that brand.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

aircall

FEBRUARY 24, 2021

In sales, every moment counts, which means that sales reps need to make the most of their time. Rather, these two concepts complement each other—improve both, and you’ll see a positive impact on your overall sales productivity. About half of prospects aren’t a good fit for your products or services ( HubSpot ). Qualifying leads.

Sales 62

Sales Technology call center software CRM 62

aircall

OCTOBER 24, 2017

In addition to performing reflective analysis, though, it’s also important to build real-time awareness. In those moments, a simple dashboard with your most important indicators will put you in better position to make impactful decisions. Exhaustive research isn’t feasible or helpful when emergencies strike.

Abandon Call 80

Abandon Call Wait times industry standards Interactive Voice Response 80

Talkdesk

MAY 17, 2016

Today is also about Talkdesk the product. We announced a suite of updates, new features, expanded integrations and other advancements to our award-winning cloud-based call center software today. For those of you who aren’t here with us, here’s a recap of our product announcements. Talkdesk for Slack. Platform Updates.

APIs 40

APIs Call Logging call center software Call Center 40

aircall

MARCH 7, 2017

One of the most important yet overlooked aspects of a call center agent’s duties is after call work. After call work is a common pain point for call centers, since, if neglected, it can negatively affect agent efficiency, customer satisfaction, and your call center’s overall level of service.

call center software 76

call center software Call Center Coaching CRM 76

Global Response

JULY 27, 2023

Believe it or not, your call center plays a crucial role. For example, if you have a fun and playful brand and visual identity, but your call center experience is nondescript and rote, you’re delivering an inconsistent brand experience. What is Brand Consistency?

Call Center 62

Call Center Scripts Multi-channel support Feedback 62

aircall

MARCH 24, 2017

Customer journey mapping begins from the moment a potential customer becomes aware of your brand’s existence all the way to the point of purchase, and well beyond. You’ll be able to predict pitfalls, anticipate pain points, and efficiently target customers with products, content, and marketing. The marketing funnel has evolved.

Journey mapping 75

Journey mapping Customer retention Marketing Advertising 75

Call Center Pros

SEPTEMBER 10, 2018

There are companies who spend infinite time and money in shaping a product or service that like to them, but that the customers do not want. Maybe you should give them a moment to think about the answer, but what they say is infinitely more valuable than what we each think about our product or service. Create customer profiles.

Feedback 60

Feedback Big data Sales Surveys 60

JustCall

MARCH 21, 2022

This blog looks at how sales training should be approached by breaking it down into a clear 4-week timeline and how to structure your training into modules that can make it more effective. The new team gets acquainted with the product and its features. Product (s) Demo. What is the USP of your product versus the competition?

Sales 52

Sales Coaching Scripts CRM 52

Pointillist

SEPTEMBER 10, 2020

In this way, every moment of engagement is highly personalized for each individual, because the interactions a company takes are based on each customer’s prior experience. It’s about ensuring that every moment of your customer’s experience is relevant and cohesive. In contrast, journey orchestration emanates from the customer.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Nicereply

FEBRUARY 21, 2019

The lasting impression has nothing to do with marketing campaigns, websites, visual identities or call centers. Any analysis in marketing starts with the understanding of consumers’ feelings after interaction with a brand. Find an “ ah-ha ” moment in your business and you will succeed. Other things related to branding.

Marketing 45

Marketing Customer Experience Surveys Feedback 45

GetFeedback

JANUARY 12, 2020

In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. The product failed. What followed were the additional steps–often called touchpoints or stages in CX parlance–that I took to get a new pump to meet my needs. .

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

ProProfs Blog

DECEMBER 20, 2019

Besides, customers frequently have to wait for hours to have an issue addressed via call centers. With customer chat software, you practically stop wasting your money on numerous costs that other types of support, such as call centers, require. It might take days to reply to emails. And this can be pretty frustrating.

Customer Support 124

Customer Support Marketing Sales Wait times 124

aircall

MARCH 7, 2017

One of the most important yet overlooked aspects of a call center agent’s duties is after call work. After call work is a common pain point for call centers, since, if neglected, it can negatively affect agent efficiency, customer satisfaction, and your call center’s overall level of service.

call center software 48

call center software Call Center Coaching CRM 48

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

GetFeedback

JULY 19, 2019

Use real quotes, call center recordings, and other powerful emotional data to share what’s really going on with your customers. Measuring CSAT can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services. And guess what?

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Balto

AUGUST 3, 2022

Understanding the demographic differences in contact center value perception can help you identify coachable moments within your workforce, and ensure positive beliefs and behaviors are aligned regardless of age, tenure, or position. Up-selling customers (encouraging them to purchase a higher-end product). quotes, feedback, etc.)

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

TechSee

MAY 21, 2019

The idea is to evaluate a customer’s experience with a product or their interaction with a representative of the company and to uncover any weak links that cause negative reactions. Sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day on review sites, forums, blogs, and social media.

Analytics 137

Analytics Customer Experience Customer emotions B2C 137

Balto

JANUARY 22, 2024

We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. This blog aims to uncover the numerous use cases of generative AI in the modern contact center. Based on the analysis, the models produce new content that matches the user’s query.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Nicereply

JUNE 18, 2020

Calculation: (number of customers that purchased your product X how many times)/ total number of customers. The best way of increasing your AOV is to make sure your customers are aware of all the complementary products they can get when they purchase from you. How frequently they tend to buy your products. Redemption Rate.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

NobelBiz

APRIL 16, 2024

Omnichannel customer engagement carries huge significance in the call center world. Example: A call center might receive customer queries through phone calls and social media. Example: A call center might use email, SMS, phone calls, and social media to engage with customers.

Contact Center 52

Contact Center CRM Call Center Best practices 52

Expivia

JANUARY 29, 2021

We have been pretty selective with the guests we interview for the Geek podcast & Blog. I’m a bit of what I’ll call a “transplant call center geek”. This builds a lot of trust in the call center because hires know that they being welcomed into the family on Day One. Tom: Please introduce yourself!

Customer Care 52

Customer Care CRM Self service Call Center 52

PeopleMetrics

JANUARY 28, 2021

We were doing, I thought, really really good market research - as good in terms of design and analysis as anyone - but we were getting the preliminary results to clients in real-time - like as soon as the respondent hit "Submit," we would get the results to our client. We're measuring after a touchpoint, hopefully a "moment of truth."

Feedback 62

Feedback Surveys Customer Experience Analytics 62

Expivia

JANUARY 5, 2021

We have been pretty selective with the guests we interview for the Geek podcast & Blog. I’m a bit of what I’ll call a “transplant call center geek”. This builds a lot of trust in the call center because hires know that they being welcomed into the family on Day One. Tom: Please introduce yourself!

Customer Care 52

Customer Care CRM Self service Call Center 52