Customer Satisfaction Surveys: Stop Guessing What Customers Care About

CSR Inc.

What Matters to Your Customers? Do your customers care if call center agents address them by name? If you don’t know, you should definitely find out – especially if you are training and measuring agents on a specific behavior such as using the customer’s name a few times. How do we ask customers what they expect? By using Customer Satisfaction Surveys. Thanks to social media, we often know immediately when our customers are dissatisfied.

The Definitive List of 27 Call Center Metrics and KPIs

Pointillist

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. So how can you balance the need for operational efficiency with meeting customer expectations? Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view. Net Promoter Score (NPS) Net Promoter Score (NPS) is a popular metric used to measure customer loyalty and satisfaction.

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DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040

DMG Consulting

The process of change, combined with the digital transformation, will improve the customer journey and enhance the customer and agent experience while reducing costs.”. DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. 3/4/2020.

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

Interaction (speech and text) analytics can empower contact center agents with the information and context they need to handle inquiries, and also identify trends and challenges for the entire enterprise.

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. 9/30/2020. Digital-first servicing drives improved CX and brand engagement.

DMG Consulting Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report

DMG Consulting

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. DMG Consulting Releases 2019 Contact Center Workforce Optimization. Mid-Year Market Share Report. 11/12/2019. Momentum is strong; AI driving accelerated innovation and change.

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. IA proves essential during COVID-19 for customer insights and employee oversight. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

The Digital Revolution: Best-in-Class Digital Experiences

NICE inContact

1) Centrally managing next generation digital interactions in the contact center. There are multiple challenges when managed this way, including: Consumers typically engage a company for customer care, meaning they are engaging team focused on the brand but not directly responsible for the issues the consumer is engaging the company It doesn’t scale. Ensuring a simple, efficient agent experience to manage digital-first omnichannel interactions is critical.

How to Improve Customer Experience in Call Centers

ProProfs Chat

Remember when you tried dialing a customer care number only to experience a painful never-ending hold time and a disinterested agent who would read his script in an almost robotic tone? According to a recent report , 75% of customers believe it takes too long to reach a live agent.

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

DMG Consulting

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG Consulting

This Report covers all aspects of this emerging IT sector, which is building momentum because of its compelling business benefits for enterprises, contact centers and customers. Today’s IVAs are getting ‘smarter,’ thanks to increasing use of machine learning, which enables IVAs to ’learn’ from past interactions to improve their understanding of customers’ individual preferences over time,” said Donna Fluss, President of DMG Consulting.

The Digital Revolution: Best-in-Class Digital Experiences

NICE inContact

1) Centrally managing next generation digital interactions in the contact center. There are multiple challenges when managed this way, including: Consumers typically engage a company for customer care, meaning they are engaging team focused on the brand but not directly responsible for the issues the consumer is engaging the company It doesn’t scale. Ensuring a simple, efficient agent experience to manage digital-first omnichannel interactions is critical.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG Consulting

Enterprises are seeking tools to help them understand and address customer needs more quickly. Today’s SA solutions give enterprises much-needed first-hand access to the voice of the customer (VoC) from all voice and digital channels, including social media, to “hear” what customers are saying. DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. 9/26/2018. AI-enabled solutions fueling interest and accelerating sales.

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG Consulting

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. 11/1/2017. WFO market is contracting; future is in the cloud.

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report

DMG Consulting

The introduction of automation and artificial intelligence (AI) into these suites has enabled the vendors to offer new benefits, including greater insights into agent performance as well as customers’ perception of service and a deeper understanding of their needs and wants. Improving the customer journey is a particular focus of the new generation of contact center WFO suites and an area of great investment. .

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report

DMG Consulting

Expanded coverage driven by demand for omni-channel and customer journey analytics. DMG’s expanded coverage of the interaction (speech and text) analytics and customer journey analytics sectors underscores enterprises’ need for solutions to help them analyze customer interactions in their increasingly omni-channel environments and obtain a comprehensive view of what transpires between customers and organizations at all touchpoints.

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting

The digital transformation is driving growth and innovation in the CBCCI market, and the CBCCI vendors have started to push a “digital-first” agenda by delivering omni-channel solutions to address customer demands in an increasingly digital economy. Among the critical components of an omni-channel solution are a universal queue (UQ) that centralizes the handling of voice and digital channels.

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report

DMG Consulting

These automated capabilities are changing the responsibilities of employees and the dynamics of contact centers and back-office functions, for the better. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. 10/3/2019.

5 Ways to Improve Customer Service for Your Lending Business

CSM Magazine

In this context, customer service is crucial to attract and retain clients and do good business. Improving customer service for lending businesses is vital. Why Is Customer Care Crucial for Lending Businesses? The landscape of customer care has changed in the past years.

Idaho Central Credit Union: A “2019 Best in Class Contact Center” Runner Up

Calabrio

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas.

Call Center and Contact Center Software Difference Complete Guide

Hodusoft

Customer service is an integral part of the business. In the time of online retail and social media, most businesses realize the hidden value in customer service and its positive correlation to business success. What are the essential tools used for managing customer expectations?

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report

DMG Consulting

While the number of contact center seats has not grown substantially during the year, the WFO vendors are seeing impressive sales numbers because they are delivering innovation that addresses the evolving business needs of their customers. The WFO vendors are focusing on providing solutions with enhanced capabilities to assist in improving the customer journey and facilitating the sometimes complicated process of digital transformation.

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report

DMG Consulting

As customer demand for outstanding and personalized service increases, so does the cost of delivering it. The current generation of IVAs, which use AI, machine learning, natural language understanding (NLU) and natural language processing (NLP), can help enterprises cut costs, make it easier for customers to conduct business, and improve the experience for everyone involved. DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. 5/23/2019.

Next time you visit Dubai, take a public transport

Avaya

With happiness being a key focus in Dubai, government agencies are looking towards contributing to the goal of raising the quality of life of customers and ensuring public happiness. Using the latest services and solutions paves the way to guaranteed customer retention and loyalty. It is also looking to technology to help improve the quality of interactions with clients and to improve overall levels of customer satisfaction and engagement.

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

The new paradigm of “platform as a service” means that customized solutions can be created and deployed quickly; application programming interfaces (APIs) are being used to build out functional capabilities. The fact that these customized contact center solutions can be built and customized quickly and easily, using standard development languages, is a game-changer. DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report.

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report

DMG Consulting

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. 3/27/2019. Strong momentum driving market growth and investments.

10-step plan to personalized customer experience

NewVoiceMedia

Personalized customer service is about treating people as individuals. In an age where customers can buy into your products and services from almost anywhere in the world, this has become increasingly complex. Although there’s no one-size-fits-all solution, the following 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care. Give customers choice Customers don’t think in terms of channels.

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report

DMG Consulting

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. 8/1/2018. Market demand is high as opportunity and addressable market for RPA continues to grow.

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG Consulting

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. 5/23/2018. New-gen solutions are the future of this mature sector.

DMG Consulting Releases 2018 Knowledge Management Product and Market Report

DMG Consulting

The new, more flexible and responsive generation of knowledge management solutions fill this need by providing a centralized repository for information gathered from across the enterprise. KM facilitates collaboration among departments, which improves the customer experience. The Report analyzes in detail 5 vendors with diverse offerings that address customer service, contact center and other enterprise uses: ComAround, MindTouch, Panviva, Upland Software and Verint Systems.

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report

DMG Consulting

It analyzes the service, business and management trends that are redefining staffing paradigms, management practices, and how enterprises and their contact centers view and interact with their customers, prospects and employees. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report

DMG Consulting

We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. 1/3/2018. New architectures and intelligent automation position WFO sector to suceed.

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report

DMG Consulting

The Report features 12 leading and contending vendors and solutions: 8×8, BroadSoft (who agreed to be acquired by Cisco), Content Guru, eLoyalty, Enghouse Interactive, Five9, Genesys, NewVoiceMedia, NICE inContact, Serenova, Sharpen and Twilio. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

How to Use Phone Metrics to Make Better Business Decisions

Jive

In the era of Big Data and data-driven decisions, phone metrics can act as an invaluable measure of customer service. Response times and wait times. Higher transfers means customer are calling in to the wrong numbers, or not receiving the service they need. Customers usually don’t like getting bounced around and repeating their complaints to different people. That’s why, typically, the higher your transfer rate, the lower your customer satisfaction rating will be.

5 ways to improve your customer experience with conversation intelligence

Tethr

How our customer success team uses the power of conversation intelligence to improve customer experience by listening at scale, turning raw, unstructured voice of customer data into actionable insight so you can transform your business and your customer experience.