Vonage
MARCH 26, 2018
Train employees to be customer-facing Training customer-facing reps how to deal with customer emotions is crucial to creating personal experiences. No customer wants to feel ‘processed,’ and how reps respond to someone that is angry or upset is crucial. Offer support via social media J.D.
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. Analyze customer satisfaction metrics.
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VocalCom
MAY 28, 2018
According to Customer Think, 63% of customers with positive feelings about a company will remain loyal, while 74% will go a step further and advocate for the brand. Here are five tips for addressing customers’ emotions to ensure quality experiences at every step of their journey.
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.
VocalCom
AUGUST 26, 2019
Speech and text analytics can reveal tremendous insights into your customers’ feelings and interests to help you improve your customer experiences. For example, these analytical tools may be used to reveal keywords exchanged during service interactions, ranging from terms reflecting customer emotions to specific product names.
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. Social listening tools, surveys, and transcripts from service interactions can all shed light on customer expectations.
VocalCom
JULY 2, 2020
‘Super-agents’ will have the power to shape their customer emotions: nearly half of customers had their emotional state change from negative to positive following their last interaction with a brand. Want to know more about the evolution of contact centers ?
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