VocalCom

JULY 23, 2018

Designing great customer experiences begins with truly knowing your customers. While surveys reveal valuable insights about their needs, a global view of customer emotions and expectations across all channels is the real key to offering the services and products they want.

Customer Experience 48

Customer Experience Journey mapping Contact center software Customer emotions 48

VocalCom

MAY 28, 2018

In addition to the Net Promoter Score, your brand may use social listening tools to learn about customer feelings on social media channels. Speech and text analytics are especially useful for analyzing emotions, and traditional surveys are the most direct way to gather concrete customer feedback.

Customer Experience 48

Customer Experience Journey mapping Contact center software Customer emotions 48

VocalCom

NOVEMBER 20, 2017

Examples of poor communication might include using terminology customers cannot understand, asking customers to repeat information, and posting conflicting information across brand platforms such as the website and social media. Making your customers work too hard. Customers want effortless experiences.

Customer Experience 48

Customer Experience Contact center software Interactive Voice Response Feedback 48

VocalCom

AUGUST 7, 2017

In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Through close examination across channels, brands may use such valuable information to create richer customer experiences.

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

VocalCom

AUGUST 21, 2017

What exactly is at the heart of great customer experiences? Many would argue that a brand’s ability to embrace a core set of values is essential to creating a customer-centric approach that wins long-term loyalty. Here are five key terms that drive great customer experiences and keep the customer’s interests at heart.

Customer Experience 48

Customer Experience Abandon rate Contact center software Interactive Voice Response 48

Hodusoft

JANUARY 1, 2023

Things to consider when choosing a call center software. Future of call centers. Types of call centers. When it comes to the classification of call centers, there are six types of call centers—inbound, outbound, automated, multichannel, omnichannel, and virtual call centers.

call center software 52

call center software Call Center Multichannel Interactive Voice Response 52

VocalCom

JANUARY 8, 2018

Live chat is a perfect channel for every aspect of the customer experience. When customers are searching for product information or need help with checkout, live chat can provide the immediate assistance they need. Follow up with a survey.

Contact center software 0

Contact center software Surveys Contact Center Analytics 0

VocalCom

DECEMBER 25, 2017

Not only do customers have their preferred channels, but they are also expecting you to deliver the best service possible on these channels at all times. According to a survey by Aspect Software, companies that adopt an omnichannel strategy achieve 91% greater year-over-year customer retention rates compared to those that do not.

Contact center software 88

Contact center software Surveys Contact Center Customer retention 88

VocalCom

MARCH 5, 2018

As technology continues to improve the customer experience, the human touch is sometimes lost. For this reason, good communication with your customers is the first step toward humanizing each interaction and winning their long-term loyalty. This is often an ideal time for sending the customer a survey.

Customer Service 91

Customer Service Contact center software Wait times Contact Center 91

VocalCom

JANUARY 22, 2018

While an omnichannel approach is essential to connecting with more customers, always remember to offer customers better service and content on their preferred channels for greater customer satisfaction. Personalized recommendations often compel customers to buy products they had not even intended to purchase.

Personalization 90

Personalization Sales Contact center software Upselling 90

VocalCom

JUNE 10, 2019

Asking for customer feedback is a standard practice these days. Most often, customers receive quick surveys following a service interaction or purchase. But just what is the value of customer feedback in the long term? Here are six key benefits of customer feedback for your brand.

Feedback 48

Feedback Contact center software Customer centricity Surveys 48

VocalCom

FEBRUARY 12, 2018

Is your company providing a great digital experience? You may think so, but your customers may disagree. A recent study by Conduent, which surveyed customers in the U.S. and Europe, found that 47% were not satisfied with their overall experiences. Is your company meeting customer needs on a personal level?

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

VocalCom

SEPTEMBER 10, 2018

To better understand customer needs, engage them actively. A shoe retailer might ask for feedback on favorite designs and colors, while a telecommunications company might learn through surveys that monthly subscriptions need to offer better data plans to satisfy customers. Focus on the global customer experience.

Contact center software 72

Contact center software Telecommunications Advertising Contact Center 72

VocalCom

JULY 8, 2019

All customer feedback is essential for identifying pain points. Post-contact surveys will reveal great insights into the customer service and sales processes. However, there’s nothing wrong with asking customers for input at more random times as well.

Abandon rate 48

Abandon rate Contact center software Contact Center Surveys 48

VocalCom

JUNE 17, 2019

As artificial intelligence continues to modernize customer experiences, chatbots are at the heart of this technological revolution. According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise. They get 24/7 customer service.

Chatbots 48

Chatbots Contact center software Self service Banking 48

VocalCom

APRIL 1, 2019

However, some customers may not feel comfortable giving such information directly to the agent, and sending the customer a survey on another channel is not the most efficient way to earn their participation. This way, customers can express their honest opinions easily on the very same channel of contact.

Interactive Voice Response 48

Interactive Voice Response Customer Service Contact center software Self service 48

VocalCom

JUNE 4, 2018

The Net Promoter Score survey provides insights about customers’ overall experiences, helping your organization understand how effectively it is functioning as a whole. Surveys are ideal for collecting structured feedback at any point of the sales cycle.

Contact center software 48

Contact center software Feedback Surveys Contact Center 48

VocalCom

MAY 29, 2017

An ongoing dialogue with your agents lets your brand monitor customer satisfaction levels and improve service continuously. Use different kinds of customer surveys. Well-timed customer feedback surveys are essential to understanding customer emotions. Measure contact center metrics.

Abandon rate 48

Abandon rate Contact center software Average Handle Time Contact Center 48

VocalCom

DECEMBER 3, 2018

For example, a customer service agent may be promoted to a management position if he demonstrates great service. According to a Bridge survey, 67% of millennials would leave a position if the job lacked growth and leadership opportunities. So make sure your employees can climb the ladder to success—and watch your brand do the same.

Feedback 48

Feedback Customer Service Contact center software Scripts 48

VocalCom

AUGUST 12, 2019

For any company that is seriously invested in long-term success, perfecting the customer experience should be a priority. Customers reward the brands that are devoted to them: According to ThinkJar, 55% are willing to pay more for a guaranteed good experience. Map out their journey. Test your tools.

Customer centricity 48

Customer centricity Interactive Voice Response Contact center software Journey mapping 48

VocalCom

OCTOBER 24, 2017

A global study entitled “The Self-Service Economy” found that 70% of customers expect a self-service option for handling commercial questions and complaints, highlighting the importance of automation for great customer experiences. Here are five ways to optimize self-service practices and empower your customers in the process.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

VocalCom

NOVEMBER 12, 2018

A contact center is the backbone of a company’s customer service department. As customer experience is a top priority for brands these days, a well-functioning contact center is vital to winning customer loyalty. Creating an effortless customer experience.

Contact Center 48

Contact Center Contact center software Average Handle Time CRM 48

VocalCom

JUNE 11, 2018

Of all the metrics measured in the contact center, the Net Promoter Score (NPS) is the most telling for long-term customer loyalty. Understanding how your customers feel is essential to giving them great experiences. To make every experience truly personalized and memorable, add a human touch.

Contact center software 48

Contact center software Average Handle Time Interactive Voice Response Surveys 48

VocalCom

OCTOBER 22, 2018

While you do not want to hassle them regularly with phone calls, it’s perfectly fine to send surveys after a service interaction on the channel of contact. Make sure to keep the surveys short, and follow up quickly when details are still fresh.

Contact center software 48

Contact center software Airlines Interactive Voice Response Surveys 48

VocalCom

MARCH 18, 2019

Here are six tips for sending perfect emails that your customers will appreciate. It may come as a surprise that a casual tone is best for customer support emails. According to Software Advice, a survey of more than 2,000 online customers across all ages and genders found that 65% prefer a casual rather than a formal tone.

Customer Service 59

Customer Service Contact center software Self service Contact Center 59

VocalCom

DECEMBER 17, 2018

While some may think that AI is gradually replacing the human element of customer experience, new innovations in AI are actually bringing humans closer together. In the context of customer experience, this means giving customers the understanding and support they need when contacting a business.

contact center solutions 48

contact center solutions Contact Center Personalization Contact center software 48

VocalCom

JULY 30, 2018

Agents working on these channels should carefully monitor all comments, engaging with customers naturally and asking further questions if customers are critical in any way. Traditional surveys should also include free response sections that invite the customer to provide additional comments.

Journey mapping 48

Journey mapping Contact center software Surveys Feedback 48

VocalCom

MAY 8, 2017

Emotions play a significant role in customer experience, as many statistics clearly show. According to research by the Peppers & Rogers Group, 60% of customers stop engaging with a company when salespeople treat them indifferently, while 70% of customers leave a brand due to poor service.

Customer retention 48

Customer retention Contact center software Average Handle Time Surveys 48

VocalCom

AUGUST 28, 2017

Analyze customer service cases and feedback. Lastly, direct customer feedback from surveys can offer plenty of insights into pain points. Make sure to send surveys periodically and post-contact to understand the specific needs that customers want your brand to address.

Abandon rate 48

Abandon rate Contact center software Telecommunications Contact Center 48

VocalCom

JUNE 24, 2019

In this digital era, many companies are focusing on ways to offer faster, more sophisticated customer experiences. While customers typically appreciate these improvements, the human touch is still in high demand—and remains what truly turns a business transaction into a long-term relationship.

Customer Service 48

Customer Service Contact center software Contact Center Surveys 48

VocalCom

NOVEMBER 6, 2017

No matter what your brand’s definition may be, customer service needs regular quality monitoring just like any aspect of your company. As Deloitte affirms, 62% of companies view customer experience delivered by contact centers as a competitive differentiator. Offer regular employee training and mentoring.

Customer Service 48

Customer Service Contact center software Contact Center Interactive Voice Response 48

VocalCom

JUNE 26, 2017

Listen to customer concerns. It’s absolutely vital to ask for customer feedback and listen to concerns. Post-contact surveys provide valuable insights while customers still remember the details of an interaction, while periodic surveys are a great way to find out proactively what global improvements may be made.

Contact center software 48

Contact center software Interactive Voice Response Self service Feedback 48

VocalCom

MARCH 11, 2019

Here are five sources of unstructured data your company should mine for priceless information about your customers. According to Gartner, email remains the most commonly used digital customer service channel. Undoubtedly, many of your customers reach out on this channel for service. Email messages.

Contact center software 48

Contact center software Big data Contact Center Customer centricity 48

VocalCom

JULY 17, 2017

In our digital age, great customer service often means giving customers quick and easy options on the go. While some may argue that customer experiences have become more impersonal as a result, brands may add a personal touch to their service by maintaining a conversational approach and treating each customer as an individual.

Customer Service 48

Customer Service Contact center software Interactive Voice Response Self service 48

VocalCom

FEBRUARY 25, 2019

Regardless, it’s essential to follow up with the customer on his preferred channel of contact and ask if he is satisfied with your company’s efforts. You may also request that he respond to a survey to help your brand determine how it can improve its practices. Make problem-solving a company effort.

Contact center software 48

Contact center software Customer emotions Contact Center Sales 48

VocalCom

AUGUST 27, 2018

In addition, KPIs such as call abandonment rates, average handling time, and first contact resolution reveal important information about the efficiency of your customer service agents. Lastly, remember to solicit the feedback of both customers and employees.

Customer Service 48

Customer Service Abandon rate Contact center software Average Handle Time 48

VocalCom

JUNE 12, 2017

Instead of making customers listen to IVR options, visual IVR provides an app-like mobile experience that may reduce IVR opt-outs and connect customers more quickly with agents. This functionality empowers customers with the choice to wait or receive a callback without being placed on hold.

Interactive Voice Response 48

Interactive Voice Response Contact center software Wait times Contact Center 48