Quality Contact Solutions

DECEMBER 31, 1969

Rather than dumping contacts into one large general category, successful sales organizations use a wide variety of categories and filters to assist in segmenting leads for their sales teams to aid in better-targeted discussions, leading to more closed-won opportunities.

Telemarketing 74

Telemarketing Automotive Best practices Sales 74

Creative Virtual

DECEMBER 8, 2022

This year I’m proud to have two of my blog posts selected as finalists in the 2022 Customer Experience Update MVP Awards: Composable CX: Becoming Agile and Flexible in the CX Strategy category and Can Conversational AI Make Your CX More Human and Empathetic? in the CX Technology category. Voting for the MVPs – most valuable posts! –

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Playvox

NOVEMBER 29, 2022

Related eBook: Creating A Strong Remote Work Policy For Your Contact Center. Collaborate with your service center management and senior leadership on implementing a policy as well as the disciplinary category the issue would fall under. Listen to the employee. Let them tell their side of the story. Call Avoidance Policy Template.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

Babelforce

NOVEMBER 17, 2020

Let’s take a look at a few after-call activities that take place during wrap-up time: Data entry: noting the category of concern and recording caller details as well as call outcomes. You can take the first step toward call center automation with this free ebook and reinvigorate your contact center…. If not, all is not lost….

Interactive Voice Response 98

Interactive Voice Response Average Handle Time Contact Center call center software 98

ChurnZero

DECEMBER 27, 2019

Moxie Award Finalist in the Software Category . 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category . Overall SaaS Category Winner in 2019 APPEALIE Awards . Advice from Customer Success Experts: Best Practices for Year-End Planning eBook. Get your own free copy of this eBook.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Quadient

JULY 26, 2022

There are two main categories of channels: traditional (offline) channels such as print. To learn more about managing the communication demands of different generations download a copy of our complimentary eBook: Managing the CX Demands of 5 Generations. ?. . Product line category. What are Customer Communication Channels?

Chatbots 52

Chatbots Customer advocacy Technology Personalization 52

SharpenCX

FEBRUARY 16, 2021

But they also provide a ton of other entertainment categories so customers have a one-stop shop for quality content. If your question goes beyond those standard issues, Hulu lays out more FAQs in categories that get pretty specific. They’ve got categories ranging from genre to Oscar-Nominated films to Most Popular series.

Feedback 67

Feedback Entertainment Call Center Customer Experience 67

Playvox

JANUARY 30, 2024

fall in the “engaged” category. Learn more about gamification in the workplace and other ways to boost agent engagement in our eBook: Top Tips for Engaging and Motivating Agents. Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

Fonolo

MAY 22, 2018

Avaya’s Call-Back Assist and Cisco’s Courtesy Call-Back are examples of this latter category. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. Many companies use the call-back functionality built in to their call center platform.

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

Interactions

MAY 6, 2021

In this category, the customer is speaking solely to an agent, but the agent is being directly supported by the AI system. Learn more about how humans and agents can work together in this eBook. This also saves time for the agents, so they are able to help more customers. . Agent augmentation. Last but not least is agent assist.

Self service 62

Self service Interactive Voice Response Contact Center Wait times 62

Interactions

OCTOBER 7, 2021

I fall into a different category– the 52% who say that they either “dread it and put it off until I have to deal with it” or “If I never had to do it again, it would be too soon” (34% and 18% respectively). Check out our eBook here. . Others simply view it as a task that needs to get done (42%).

Customer Service 62

Customer Service Wait times Self service Finance 62

Quadient

OCTOBER 28, 2021

Explore the others in our eBook, the State of CX. . Product line category. The new normal is now, and the transformation that focuses on the employee experience is just one of the trends in CX. Read more about what’s next in CX. . Customer Experience. Customer Communications. Digital transformation. Experience. Featured Image.

Customer Experience 52

Customer Experience Journey mapping Customer centricity Analytics 52

Clarabridge

OCTOBER 25, 2016

You’ll get information about whole categories you never thought to ask about. If you’re interested in more details about making surveys part of your omni-channel CEM program, check out our eBook “The Cure for the Survey Fatigue Epidemic.” Use the structured data (names, addresses, birthdates, etc.)

Surveys 85

Surveys Abandon rate Feedback Analytics 85

FreshGrade

MAY 5, 2018

The personalized learning category is part of the “Cool Tool” awards that recognize the most innovative and effective solutions to support teaching and learning. ” FreshGrade was also named a finalist in the district data solution category.

Personalization 40

Personalization Education Feedback Accountability 40

inmoment

AUGUST 20, 2019

With these goals in mind, InMoment gathered the three most important steps restaurants can take to achieve better guest feedback in our new eBook, “How Restaurant Brands Can Get Better Guest Feedback.” Here’s a short preview of what you’ll find inside. Personalize.

Feedback 45

Feedback Surveys Personalization Marketing 45

Noble Systems

JULY 1, 2019

Changing target categories focuses gamification on other aspects of the business: behaviors that support agent quality, compliance, or even using speech analytics data to identify additional areas that need improvement. Mixing individual and team goals fulfills personal needs and taps into extrinsic and intrinsic motivation.

Gamification 71

Gamification Best practices Contact Center Employee engagement 71

Quadient

AUGUST 17, 2021

Explore the others in our eBook, The State of Customer Experience. . . . Product line category. The new normal is now, and data personalization is just one of the trends in CX. . Experience. Featured Image. Social Media Image.

Customer Experience 52

Customer Experience Journey mapping Enterprise Analytics 52

Fonolo

JANUARY 31, 2018

For more on this topic, see our eBook Guide to Call Center Metrics. Our favorite chart: We’re only going to include a small excerpt here because the heart of the report is a multi-page grid of 40 KPIs in 5 categories. Which is really a “key” performance indicator? White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Infinity

FEBRUARY 23, 2022

Being a category of retail that requires the ability to physically visualise, touch, and try out a piece of furniture, it has been a real challenge for furnishing retailers to provide an alternative in-store experience for customers. Our eBook explains how retailers can tap into ta wealth of insights to elevate the customer experience.

Analytics 52

Analytics Upselling Sales Marketing 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS.

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

Playvox

AUGUST 11, 2022

Although they will do their best to apply tags to support conversations based on the agreed structure, it’s easy to overlook conversations that don’t neatly fall into a clear-cut category. Related eBook: The 2022 QM Success Blueprint: Improve & Monitor Your Contact Center Agents. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Analytics 83

Analytics Customer Support Benchmark Accountability 83

Quadient

OCTOBER 1, 2021

Explore the others in our eBook, the State of CX. . Product line category. The new normal is now, and increased focus on the role empathy plays in customer experience strategy is just one of the CX trends. Read more about what’s next in CX. . . Customer Experience. Customer Journey Mapping. Customer Communications. Experience.

Customer Experience 52

Customer Experience Journey mapping Enterprise Customer centricity 52

ChurnZero

DECEMBER 28, 2018

This post breaks down everything you would ever want to know about Net Promoter Score (NPS) from, how to calculate loyalty, why the score matters, and the characteristics of each of the three categories of survey respondents. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook. ChurnZero Resource.

Best practices 49

Best practices Metrics SaaS Sales 49

Babelforce

DECEMBER 9, 2021

It is one of three categories of cloud computing: 1. To learn more about how our SaaS software improves CX, visit our product page.Also, stay up to date with all of our latest blog posts, eBooks , and announcements by following us on LinkedIn and Twitter. CX strategies that SaaS makes possible. What is SaaS?

SaaS 52

SaaS APIs Contact Center CRM 52

Noble Systems

FEBRUARY 20, 2019

In Part 2, we will cover the “Effortless” and “Transformative” category trends. Download our ebook to learn what resources and technologies should be on the table for your omnichannel CX program. Business process automation (BPA) and robotic process automation (RPA) are included in the category. Effortless. Transformative.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

ChurnZero

MARCH 11, 2020

Those reasons can be boiled down to one of the following four categories: Lack of adoption. Yes, there are only four, and while there are multiple reasons at play, it’s important to choose one primary churn category for each lost account. Didn’t realize ROI. Performance (didn’t meet product/service delivery expectations). Product fit.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

Quadient

JULY 25, 2022

Download our complimentary eBook: Moments that Matter: Critical Touchpoints that Make or Break the Customer Experience to learn more. Product line category. Use your journey map to identify the critical moments that matter and take action to execute consistent, relevant and personalized experiences – every customer, every time.

Journey mapping 52

Journey mapping Transportation Analytics Customer Experience 52

NobelBiz

JUNE 13, 2023

We generally like to group the reasons into two categories: Illegal Activities Maybe the primary reason for calls being labeled as spam (or even blocked) relates to the possibility of engaging in illegal activities, whether knowingly or unknowingly. Get your free, on-demand copy here.

Telemarketing 97

Telemarketing Contact center software Contact Center Feedback 97

ClientSuccess

APRIL 30, 2019

In our last post on this topic, we covered the top four categories of customer success metrics. Download our eBook “ The Ultimate Guide to Customer Success Metrics ” to get the corresponding formulas for each of the above metrics. eBooks: Ultimate Guide to SaaS Customer Success Metrics. There you have it.

SaaS 46

SaaS Metrics Upselling Customer retention 46

ClientSuccess

MAY 8, 2019

In our last post on this topic, we covered the top four categories of customer success metrics. Download our eBook “ The Ultimate Guide to Customer Success Metrics ” to get the corresponding formulas for each of the above metrics. eBooks: Ultimate Guide to SaaS Customer Success Metrics. There you have it.

SaaS 59

SaaS Metrics Accountability industry standards 59

ClientSuccess

APRIL 27, 2017

Dave Blake, Founder/CEO at ClientSuccess ; Katie Rogers, VP of Customer Success at SalesLoft ; & Eric Boduch, Founder at Pendo discuss customer success SaaS metrics in the following categories: financial, team performance, customer health, and product usage. We believe customer success is not a department, but a company culture.

Metrics 41

Metrics SaaS Best practices Accountability 41

Global Speech Networks

MAY 24, 2021

For example, asking a customer to respond to a question suited for an open response with a highly limited selection of check boxes results in the customer having to think deeply about which category their response best matches. Assumed Knowledge. Contact Us.

Feedback 52

Feedback Complaint resolution Surveys Employee engagement 52

Noble Systems

FEBRUARY 20, 2019

In Part 2, we will cover the “Effortless” and “Transformative” category trends. Download our ebook to learn what resources and technologies should be on the table for your omnichannel CX program. Business process automation (BPA) and robotic process automation (RPA) are included in the category. Effortless. Transformative.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Inbenta

APRIL 2, 2020

The chatbot connects to your inventory database and knows the categories of your products along with stock levels. If you would like to go further, our ebook highlights the keys to successfully complete your AI chatbot project, from the thinking phase to the operational implementation. Available on multiple channels.

Chatbots 52

Chatbots Upselling Sales CRM 52