Callminer

FEBRUARY 10, 2020

If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Floor rules exist to keep call centers productive and safe.

Call Center 182

Call Center Coaching Morale Analytics 182

Fonolo

JANUARY 18, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. Here’s Fonolo’s 4 th annual list of Top Analysts Covering the Customer Experience for 2018! Congratulations to the 16 who were selected.

Customer Experience 0

Customer Experience Contact Center Metrics Feedback 0

CustomerGauge

MARCH 31, 2017

This model provides steps for measuring customer feedback and acting to quickly close the loop. In our recent white paper, Next-Generation […]. In the past, many companies have employed a “heritage Net Promoter” model. The post Monetized Net Promoter®—Tying Revenue to NPS® appeared first on CustomerGauge.

Feedback 87

Feedback 87

Fonolo

DECEMBER 6, 2017

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. Several trends are poised to make a significant impact on contact centers around the globe. Consistency Across Multi-Channel.

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

Integrity Solutions

APRIL 19, 2024

Don’t just send a white paper — highlight specifically why it’s relevant for them, a key point or section for emphasis, and how it relates back to a previous discussion you had or concern they voiced. Add value that’s relevant to them throughout the journey. This is essential to customer retention and loyalty.

Personalization 93

Personalization Sales Scripts Contact Center 93

Callminer

FEBRUARY 24, 2020

With real-time call quality monitoring , managers can provide personalized feedback and coaching, ultimately resulting in better-performing agents and increased customer satisfaction.

Best practices 207

Best practices Call Center voip Analytics 207

ShepHyken

NOVEMBER 24, 2017

Are they providing feedback—and how much is positive versus negative? Brooke Harper is a seasoned writer and sales consultant and has written hundreds of articles and white papers covering all aspects of B2B sales, phone marketing, and advanced sales strategy. Communication is key to great service. Timing Is Everything.

Customer Service 221

Customer Service B2B B2C Accountability 221

Fonolo

JANUARY 31, 2018

Millennials comprise the largest group of employees in contact centers today… craves constant feedback… [so] share with agents the information they need so they can adjust their performance throughout the day.”. White Paper: 9 Critical Contact Center Trends for 2018. How Customers Feel About Customer Feedback.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Fonolo

MAY 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. How Customers Feel About Customer Feedback. We hope to see you there! For live updates and insights from the show, follow @fonolo on Twitter. Consistency Across Multi-Channel.

Contact Center 62

Contact Center call center professionals Education Call Center 62

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. How Customers Feel About Customer Feedback. Cap off the exercise by giving whichever team has the closest matching drawing a prize. Consistency Across Multi-Channel. Plus So Much More!

Contact Center 92

Contact Center Call Center Metrics Feedback 92

Talkdesk

DECEMBER 1, 2020

Quality Assurance: How an organization ensures their CX meets their goals and aligns with guiding principles by evaluating agent-customer interactions, identifying areas of improvement and providing feedback or training for remediation. The post The 4 stages of contact center maturity and how to use them appeared first on Talkdesk.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Fonolo

FEBRUARY 15, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. We hope Cupid’s tips are able to help! Remember, better customer relationships start at the call center. Consistency Across Multi-Channel.

Call Center 75

Call Center Contact Center Big data Coaching 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. How Customers Feel About Customer Feedback. Can they take a larger share of tickets away from agents? That question still seems unanswered. Consistency Across Multi-Channel.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Encourage team managers to provide feedback about employee performance in both a formal and informal setting. ” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

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. How Customers Feel About Customer Feedback. We hope to see you there! For live updates and insights from the show, follow @fonolo on Twitter. Consistency Across Multi-Channel.

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. How Customers Feel About Customer Feedback. Several trends are poised to make a significant impact on contact centers around the globe. Consistency Across Multi-Channel.

Telecommunications 105

Telecommunications Call Center Contact Center Customer Service 105

Fonolo

DECEMBER 5, 2017

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. How can call centers effectively prepare for unexpected spikes in call volume? Let’s see what the panel has to say. Plus So Much More!

Customer Service 75

Customer Service Management Call Center Morale 75

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. How Customers Feel About Customer Feedback. Give each customer the attention they crave, it’s important to know that some need more than others.

Contact Center 97

Contact Center Feedback Personalization Metrics 97

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. How Customers Feel About Customer Feedback. Several trends are poised to make a significant impact on contact centers around the globe. Consistency Across Multi-Channel.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

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

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. How Customers Feel About Customer Feedback. Is there still room for the traditional channel partner in a world dominated by cloud deployment, SaaS-pricing (or consumption pricing)?

Call Center 59

Call Center SaaS Contact Center Metrics 59

inmoment

NOVEMBER 6, 2019

InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. . Here are a few improvements that a holistic approach to feedback can drive for your business: . #1:

Revenue potential 40

Revenue potential Feedback Surveys Analytics 40

Natalie Petouhof

AUGUST 15, 2022

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.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

HGS

OCTOBER 26, 2016

Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure to alter the CX landscape this year. Disrupter No. 7: Social Profiling. By Lauren Kindzierski, HGS VP of Solutions and Capabilities. Over the next few months, we’ll dedicate a blog to each of these CX game changers.

Construction 100

Construction Personalization Surveys Feedback 100

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. If reports and feedback show increased vulnerability within the customer base…”. Adrian Travis. Grant Aldrich. onlinedegreecom.

Call Center 345

Call Center Contact Center Finance Consulting 345

AskNicely

DECEMBER 4, 2018

By sending out your surveys slowly but surely in a drip campaign, you’re able to take real-time action on the feedback provided. . Taking the next best action after receiving feedback is the fuel for your customer experience success. Don’t forget the most important part — action that feedback. Why after each comment?

Surveys 60

Surveys Best practices Feedback Call Center 60

Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. Teamwork, sharing knowledge and best practices feed company culture.

Contact Center 103

Contact Center Calibration Construction Morale 103

Comm100

NOVEMBER 2, 2017

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. The general rule, however, is that the shorter and easier to answer the survey, the more likely customers are to provide their feedback.

Surveys 62

Surveys Feedback Scripts Customer Service 62

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. How Customers Feel About Customer Feedback. If anyone can make a good quantitative case in the other direction, I’d love to hear about it in the comments. Plus So Much More!

Customer Service 90

Customer Service Chatbots Government Contact Center 90

DMG Consulting

AUGUST 3, 2020

Customer feedback from IA should also be used to complement findings from focus groups. Read the new white paper from DMG Consulting LLC on Interaction Analytics: An Enterprise Vision and Practical Applications , to learn more about how IA can benefit enterprises and their customers on an ongoing basis.

Enterprise 72

Enterprise Analytics Sales Marketing 72

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. How Customers Feel About Customer Feedback. Several trends are poised to make a significant impact on contact centers around the globe. Plus So Much More!

Contact Center 99

Contact Center Call Center Self service Surveys 99

Beyond Philosophy

DECEMBER 5, 2017

In content we’ve produced (webinars, white papers, posts, and a new book on the subject) the concept and value of employee ambassadorship, functioning within more humanistic and proactive organizations, has been fully laid out. Please Stop Feedback Competitions Among Your Staff. Resolve To Deliver More Proactive Service in 2018.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Kayako

MAY 13, 2022

Customer Community: an online space where customers can share feedback, ideas, reviews, and advice. White papers. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. Other content sources include: FAQ sections. Blog posts. User guides. How-to guides.

Self service 110

Self service Accountability Airlines Customer Care 110

Fonolo

AUGUST 29, 2018

You should consider onboarding, continuous training, career development, work-life balance, rewards and recognition, and soliciting feedback. White Paper: CX Trends You Need to Watch in 2018. Are you maintaining an employee experience just as robust as you want to deliver for your customers? The Need for Speed.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Their long-term role is also to make sure the call center is able to develop expertise, learn through the right feedback loops and test new approaches and features.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Vonage

FEBRUARY 13, 2017

Although surveys are currently the number one method businesses use for measuring feedback, speech analytics provides much more insight around the customer experience. If surveys are the main method for measuring customer feedback, focus groups are the favoured technique for finding out what they want.

Analytics 53

Analytics Customer Service Scripts Surveys 53