CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. Businesses are getting the message, pun intended, and are starting to engage and serve customers through this channel.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

Callminer

FEBRUARY 5, 2020

The following options encompass the most widely used means of data capture for generating metrics: Surveys. Simple surveys often provide entirely anonymous avenues for customers and agents alike to voice their opinions. Many people answer differently in anonymous surveys than they would face to face. Automation.

Best practices 251

Best practices Call Center Metrics First call resolution 251

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. White Paper. Today’s consumer wants choice.

Multichannel 64

Multichannel Customer Service Wait times CRM 64

Callminer

MARCH 12, 2020

Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment. Fair Debt Collection Practices Act (FDCPA).

Call Center 182

Call Center Analytics Best practices Government 182

ConvergeOne

NOVEMBER 1, 2022

The results of these types of incidents can include systems downtime, lost business, customer service degradation, lost or stolen data, missed market opportunities, decreased productivity, workplace upheaval, and many other negative repercussions. Download the full white paper.

Construction 87

Construction Surveys Marketing Technology 87

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Free Download: Customer Engagement 2020 White Paper.

Multichannel 52

Multichannel Customer Service Wait times CRM 52

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Self service 402

Self service Best practices Customer Experience Call Center 402

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Serenova

NOVEMBER 26, 2019

Fact: Most Companies Struggle with Omnichannel Customer Service. Businesses have an increasing selection of new applications to implement—from mobile apps to chatbots to self-service powered by artificial intelligence (AI). According to the Vanson Bourne survey, most people are using multiple service channels.

Customer Service 69

Customer Service Chatbots Contact Center Surveys 69

ShepHyken

JULY 15, 2016

This includes trying out new approaches that could improve the customer experience. Tom Hoffman is Executive Business Editor at 1to1 Media where he’s responsible for overseeing the organization’s custom content operations. Read Shep’s latest Forbes Article: What’s Hot In Customer Service — And What’s Not.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? This is the latest in their “Inner Circle” series which is based on industry surveys.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Callminer

MAY 11, 2020

Companies should also consider employee satisfaction surveys to get a feel for the company culture from your front-line workers’ point of view. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Customer service is a tough job, and there are times when employees will.

Management 273

Management Customer Experience Customer Service Coaching 273

Fonolo

JUNE 20, 2018

Respond to customer requests in real time. Crown the customer as your brand ambassador. Grow stronger with surveys: Make customer feedback surveys a bigger deal. Easy does it: Make the customer journey easy as pie. Get personal: Get to know your customers by asking them questions, big and small.

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

Vonage

FEBRUARY 13, 2017

Using it means you take the raw data from phone calls and convert it into information your business can use to improve the customer experience in five key ways. Even the most attentive customer service agents can drown in a sea of words. Speech analytics allows you to effectively gauge customer satisfaction.

Analytics 53

Analytics Customer Service Scripts Surveys 53

CSM Magazine

SEPTEMBER 15, 2021

Today, intelligent marketing service Upside releases its first industry white paper on retail loyalty, which identifies that the value of one loyal customer is equal to that of twenty-two non-loyal customers.

Banking 52

Banking Benchmark Surveys Accountability 52

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. See also Survey Data Shows Call-Back Popularity Growing. Our favorite chart: Customer Service Index Report. 58% of respondents say that bad customer service is a deal breaker.

Contact Center 99

Contact Center Call Center Self service Surveys 99

VocalCom

JUNE 29, 2020

Despite the crucial need to enhance customer satisfaction, many organizations struggle to deliver a seamless experience across all touchpoints – as multi-channel does not necessarily mean omni-channel. so that contact centers can deliver a real omnichannel customer experience. Want to know more about the evolution of contact centers ?

Contact Center 62

Contact Center CRM contact center solutions Customer Experience 62

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

VocalCom

JUNE 16, 2020

This is because both employee and customer loyalty remains a hot topic, with the use of intuitive and effective technology seen as a way to enhance satisfaction for both. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow. A positive experience makes a real difference to the bottom line.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

Nicereply

MAY 4, 2022

Ecommerce support service is a key part of any business, especially eCommerce. But it’s more than just a customer service department. It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales. Let’s find out!

Best practices 98

Best practices Self service Sales Surveys 98

Serenova

DECEMBER 13, 2019

If you’re trying to elevate your customer service (and your customer service reputation) the trick is making changes that will generate the most impact. Poor Customer Experience Damages Your Business. On the other hand, in 2018, 66% of customers in the US did more business with a company due to good service.

Contact Center 53

Contact Center Customer Service Wait times Surveys 53

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

VocalCom

JULY 2, 2020

On the other hand, technology does more than answering the basic needs of customers. In a study by Harvard , 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. Dealing with Greater Complexity.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Comm100

JANUARY 6, 2022

67% of customers said they would spend more money if they received a better customer service experience. In this blog, we will explore the reasons behind why we believe 2022 will be the year of digital CX excellence, and why it is so important in today’s customer service world. Personalized . Accessible.

Customer Experience 91

Customer Experience Chatbots Surveys Technology 91

Transparent BPO

JANUARY 14, 2020

Instead, contact centers are transitioning to First Call Resolution and Customer Satisfaction as their top priorities. A white paper on contact center trends by Fonolo, a call-back technology company, says that consumers are becoming digital-first and able to use at least ten different channels to communicate with a company. “The

Contact Center 62

Contact Center outsourcing Average Handle Time Chatbots 62

Solvvy

SEPTEMBER 17, 2022

What is a Customer Service Knowledge Base? To build strong relationships with your customers, you must be transparent and provide information. A customer service knowledge base gives you an easy way to provide tips and guidance to educate your users or customers. Articles, white papers, and e-books.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. Why Personalizing Customer Service Is Important.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. Why Personalizing Customer Service Is Important.

Personalization 52

Personalization Customer Service B2B SaaS 52

VocalCom

JUNE 22, 2020

The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a survey by Gartner revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by Global Workplace Analytics showed that 77% of the workforce wanted to work from home (“WFH”) after it.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Callminer

NOVEMBER 9, 2020

Further, malicious callers can manipulate customer service agents and automated systems to change account information, transfer money and more. Luckily, there are ways to spot inbound call fraud in real time, allowing agents to take back control over customers’ security without jeopardizing the overall customer experience.

Call Center 345

Call Center Banking Accountability Contact Center 345

Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? Why Does the Customer Satisfaction Survey Matter?

Surveys 65

Surveys Feedback Scripts Customer Service 65

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. See also Survey Data Shows Call-Back Popularity Growing. Our favorite chart: Customer Service Index Report. 58% of respondents say that bad customer is a deal breaker.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. Increased customer satisfaction.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

inmoment

NOVEMBER 6, 2019

Your organization needs an all-encompassing customer experience (CX) strategy that grants you peripheral views of customer service shortcomings, as well as insights into the most critical lines of your business. 2 Your CX and performance data is carefully and optimally organized. .

Revenue potential 40

Revenue potential Feedback Surveys Analytics 40

Fonolo

FEBRUARY 20, 2020

According to a 2019 survey by Arise , more than 65% of people would only wait on hold two minutes or less, with about 13% of respondents saying they’re not willing to wait on hold at all, and slightly more saying they wouldn’t even call customer service because they think it’ll take too long to get answered.

Contact Center 101

Contact Center Call Center Wait times Technology 101

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345