CSM Magazine

MAY 22, 2018

Brands are failing to create the positive, emotive experiences that drive customer loyalty. New research from NewVoiceMedia reveals that 42 percent of UK consumers left a business last year due to poor customer service. customer service issues (16 percent), followed by email (12 percent).

Customer Service 53

Customer Service Surveys Personalization Customer Experience 53

pindrop

APRIL 20, 2021

Here are some key reasons why OTPs might not provide the best security to use for authentication : Increase in Average Handle Time (AHT): Customers may have long waits to receive OTPs depending on their phone signal strength or may not have instant access to their cell phone. Ready to ditch your OTPs to better deal with those on the prowl?

Banking 127

Banking Government Average Handle Time Accountability 127

CSM Magazine

APRIL 18, 2023

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. These widespread challenges are also holding many organisations back from delivering an exceptional customer experience (CX).

Coaching 52

Coaching Analytics Contact Center outsourcing 52

CustomerSuccessBox

JULY 11, 2022

However, if you work hard, you can design an offboarding procedure that makes a good first impression and leaves room for future business. The majority of businesses rarely give their departing consumers much consideration. Anyone who jumps ship is a dead-end for customer success in their eyes. What is offboarding?

Accountability 52

Accountability Feedback Surveys SaaS 52

bold360 Blog

JUNE 10, 2020

The times, as Bob Dylan sang, they are a-changin’ We’ve always thought of online sales as the next frontier for a lot of consumers, but the recent pandemic has caused customers to hit the metaphorical fast-forward button. Online businesses had different CX resources for different channels — phone, email, and chat.

Self service 52

Self service Wait times Customer Experience Personalization 52

JustCall

APRIL 20, 2022

A happy customer is the cornerstone of a growing business. But just offering “good” products or services isn’t sufficient. There are several other factors that influence customers’ delight and satisfaction. Their pain points are one big roadblock on the way to a great customer experience.

Coaching 52

Coaching Interactive Voice Response Feedback Wait times 52

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. Staff & service. Suggestion: make the choice of survey methods part of the customer profile. Think “Survey+” for Customer Feedback. Without feedback, you can’t understand customers’ perceptions and make plans to improve.

Surveys 146

Surveys Journey mapping Feedback B2B 146