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4 Contact Center Reports to Start Off Your Year

Fonolo

This is the latest in their “Inner Circle” series which is based on industry surveys. Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry.

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4 Insightful Contact Center Reports You Should Be Reading

Fonolo

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

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Why Listening is a Key to Empathy in Customer Experiences

Natalie Petouhof

It’s the first step to integrating feedback and insight into customer and employee experiences. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

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4 Insightful Contact Reports You Should Be Reading

Fonolo

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

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How to Prevent Difficult Customers in Retail: Online Stores

Comm100

According to a comScore study with UPS , 67% of the 5,000 consumers surveyed checked a company’s return policy before making a purchase online, and 58% want a “no questions asked” experience. Offer Comprehensive Self-Service Options. Blog, reports, and white papers. Ask for feedback.

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AI-Powered Analytics Drive Healthcare Compliance and Personalize CX

Uniphore

On the CX side, the technology has reached a level of maturity that allows for real-time interaction with actionable feedback based on patient and member emotion, sentiment and intent. In a recent Deloitte survey , consumers ranked empathy and reliability as the top two factors when seeking out a healthcare experience.

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Top trends for the contact center in 2019 – part 1, the human touch

Noble Systems

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. Through competition, feedback and reward, agents gain a sense of personal achievement and learn the soft skills needed to provide a more human and positive experience with customers.