Contact center software Customer effort Feedback Interactive Voice Response 
VocalCom
NOVEMBER 26, 2018
According to a study by Corporate Executive Board, reducing customer effort is key to earning long-term loyalty. The Customer Effort Score, or CES, is an efficient way to measure customer satisfaction and is the KPI your company really needs to keep an eye on. So how can you reduce customer effort?
VocalCom
APRIL 30, 2018
Many brands are turning to customer journey maps to gain insights into the customer experience and devise innovative solutions for making it better. A comprehensive look at your company’s current practices as well as the feedback of customers and employees can help you shape the experiences your customers wish to have.
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NobelBiz
AUGUST 3, 2021
but also qualitative: retention rate, customer satisfaction, Customer Effort Scores, etc. Incoming calls are pre-processed and vetted before being routed to the appropriate information, person, or voice mailbox. In fact, giving feedback to your teams on a regular basis is a good practice.
CX Accelerator
JULY 22, 2019
To find out the answers to these questions and more, it’s important to ask customers and listen to what their responses are. Net Promoter Score (NPS) – Determines customer loyalty by asking if they would refer your company to others. Additionally, some tools use a call-back approach to provide a machine-based survey.
CX Accelerator
JULY 22, 2019
To find out the answers to these questions and more, it’s important to ask customers and listen to what their responses are. Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced.
NobelBiz
AUGUST 28, 2023
Remote Work Enablement: Provide agents with remote work tools, such as virtual private networks (VPNs) and collaboration software, to ensure effective communication and collaboration even in distributed work environments. Click here to watch the entire episode: Contact Center Staffing in a Remote World.
SharpenCX
NOVEMBER 21, 2019
But simply adding three new channels isn’t enough when those channels don’t help your customers actually resolve their issues. Likewise, sending out surveys doesn’t work if you don’t do anything with the feedback you get. As we look to 2020 call center trends, we look past shiny objects. Pop over to our article to learn how.
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