Fonolo

FEBRUARY 1, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. How Customers Feel About Customer Feedback. Cap off the exercise by giving whichever team has the closest matching drawing a prize.

Contact Center 92

Contact Center Call Center Metrics Feedback 92

Fonolo

DECEMBER 5, 2017

There is no call center standard for occupancy rates, but many try to keep this metric between 70% and 80% to maintain a healthy balance. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric.

Customer Service 75

Customer Service Management Call Center Morale 75

Fonolo

JULY 5, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. How Customers Feel About Customer Feedback. Can they take a larger share of tickets away from agents? Plus So Much More!

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

Callminer

APRIL 20, 2018

Show agents how focusing on customer experience helps them become more successful and then incorporate CX performance measures as metrics to measure employee performance. You’ll get all the feedback necessary for improving the customer experience nearly in real time across all contact center engagements when you use this type of platform.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Fonolo

APRIL 30, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. How Customers Feel About Customer Feedback. We hope to see you there! What’s Inside: A Focus on Customer Experience Strategies.

Contact Center 52

Contact Center call center professionals Education Call Center 52

Fonolo

APRIL 11, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. How Customers Feel About Customer Feedback. What’s Inside: A Focus on Customer Experience Strategies. Plus So Much More!

Telecommunications 105

Telecommunications Call Center Contact Center Customer Service 105

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. That requires involvement in process design and improvement, workload planning and metric and KPI analysis. Kirk Chewning. kirkchewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Fonolo

MARCH 22, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. How Customers Feel About Customer Feedback. What’s Inside: A Focus on Customer Experience Strategies. Plus So Much More!

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

Fonolo

JANUARY 3, 2018

Not Asking for Feedback. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. How Customers Feel About Customer Feedback. Consistency Across Multi-Channel. Plus So Much More!

Contact Center 97

Contact Center Feedback Personalization Metrics 97

Fonolo

MARCH 27, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. How Customers Feel About Customer Feedback. Watch this segment to hear what the panel thinks. Consistency Across Multi-Channel.

Call Center 59

Call Center SaaS Contact Center Metrics 59

Fonolo

JULY 19, 2018

A spokesperson said businesses could be exploring ways to use the technology on their own, “… we’re taking a slow and measured approach as we incorporate learnings and feedback …”. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry.

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

Fonolo

AUGUST 23, 2018

Worse, these products may not align with the needs or values of a customer base (I think of Lisa Simpson’s disappointment with her not-terribly-progressive Malibu Stacy doll), a signal that the company in question has not bothered to listen to customer feedback or snap into the realities of the present. What can we learn from this?

Customer Service 89

Customer Service Advertising Contact Center Government 89

Fonolo

APRIL 24, 2018

Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. How Customers Feel About Customer Feedback. What’s Inside: A Focus on Customer Experience Strategies.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric. Adrian Travis.

Call Center 345

Call Center Contact Center Finance Consulting 345

CSM Magazine

JUNE 7, 2023

Be sure to encourage satisfied customers to share their feedback and thoughts on review platforms or social media. This will help you demonstrate that you value customer feedback and are committed to addressing any issues, which may arise. You will want to make sure that customers view you as an expert in your field.

Feedback 52

Feedback Customer centricity Best practices Personalization 52

Fonolo

APRIL 4, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. How Customers Feel About Customer Feedback. What’s Inside: A Focus on Customer Experience Strategies. Plus So Much More!

Customer Service 90

Customer Service Chatbots Government Contact Center 90

Comm100

NOVEMBER 2, 2017

A customer satisfaction survey is a metric that helps companies and/or employees gauge the satisfaction level of their customers. Depending on how the survey is designed, customers can convey their opinions by providing ratings, answering multiple choice questions, by filling out text boxes, or even by giving vocal feedback.

Surveys 65

Surveys Feedback Scripts Customer Service 65

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. We make sure to give instant recognition when an agent receives positive feedback.

Call Center 182

Call Center Management Scripts Coaching 182

CustomerSuccessBox

JUNE 27, 2022

What metrics do you employ to gauge success? Without CS enablement, a CSM would have to go to the marketing division to locate someone to write a white paper or a graphic and then follow up to make sure it happened. Follow the metrics. Next, make adjustments to your content and enabling procedures using this feedback.

Customer Experience 52

Customer Experience Metrics Sales Marketing 52

Fonolo

APRIL 24, 2018

Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. How Customers Feel About Customer Feedback. What’s Inside: A Focus on Customer Experience Strategies.

Contact Center 57

Contact Center Call Center Self service Surveys 57

GetFeedback

FEBRUARY 15, 2019

Companies can identify which areas of business are performing well versus poorly by examining customer feedback from each phase. Putting a metric to customer happiness helps you focus your efforts on moving the needle. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website.

Surveys 60

Surveys CRM Feedback Sales 60

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Establish key performance metrics that reflect the customer experience; evaluating trends and identifying defects. Voice of the Customer, CSAT, NPS and Customer Advisory Boards).

Contact Center 345

Contact Center Call Center Gamification Wait times 345

NICE inContact

NOVEMBER 9, 2018

Older systems often don’t provide convenient access to KPI metrics. Consider using feedback tools that let your customers talk back. To learn more you can review the 2018 CX Transformation Benchmark and then review this white paper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

ClearAction

FEBRUARY 7, 2016

70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2). Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Performance Metrics. Customer Centricity.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Callminer

APRIL 23, 2019

A Contact Center World white paper on security and PCI compliance in cloud-based contact centers offers an example of how this might work: ‘A sales representative might be able to view customer details, but they may not be able to update or delete them.

Best practices 159

Best practices Call Center Banking Contact Center 159

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

delighted

AUGUST 23, 2019

Just start getting some feedback in the easiest, lightest way you can. The most basic components of a customer experience program are: Implementing a process for gathering customer feedback and experience data. Because we didn’t have a goal, we didn’t have a process in place for how to act on the feedback that we received.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Fonolo

MAY 7, 2015

So, why not use them as a means of providing feedback? Connect to Get Honest Agent Feedback. It can often be difficult for call center supervisors to get open and honest feedback about new processes or technology—or even new people. Ensure that you are providing positive feedback, motivating your staff and welcoming feedback.

Call Center 126

Call Center Management Contact Center Coaching 126

Comm100

NOVEMBER 15, 2017

First contact resolution, otherwise known as FCR, is a metric that deals with whether a customer has had their issue solved the first time or not. Increasingly, first contact resolution is being recognized as the most important metric for measuring customer contentment. Get Customers’ Feedback. What Is First Contact Resolution?

First call resolution 45

First call resolution Metrics Best practices Customer Service 45

JivoChat

JUNE 1, 2021

Feedback surveys. With customer surveys, you get direct feedback from your market, which can help you improve other touchpoints, and the customer journey as a whole. Your content inventory could include some of the following: Documents (such as privacy policies and white papers). Customer surveys. Direct mail.

CRM 52

CRM Advertising Chatbots Surveys 52

Amity

JANUARY 11, 2017

Our Development team is sitting right next to the Customer Success team, and the process is much more experimental than it might be elsewhere, it’s a very rapid feedback loop. What type of metrics do you watch closely? We continuously communicate feedback from customers to the other teams to adjust our processes.

Engineering 99

Engineering Management Metrics Feedback 99

Comm100

NOVEMBER 6, 2017

This white paper gives you some insights on product grouping, website focus, customer expectations, and live chat measurement that can improve your conversion rate. Blocking negative feedback is also a way of showing your customers that you can’t take the heat. Forget to Watch out for Trolls, Hackers, and Rogue Employees.

Customer Service 62

Customer Service Airlines Accountability Marketing 62

JivoChat

JULY 5, 2021

Ongoing Training: Sourcify offers webinars and educational white papers. Analytics Let You Crunch Numbers: Stay up to date on figures and insights with many relevant metrics. Manage Social Media Campaigns: Get metrics on Facebook posts and ads through the Semrush dashboard. Pricing: From $59/month. Optimizely.

Advertising 52

Advertising Analytics Sales Enterprise 52

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the live chat provider connect management with agent metrics to optimize workflow and agent efficiency?

CRM 41

CRM Multichannel Marketing Accountability 41

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day.

Management 182

Management Customer Service Consulting Consulting 182