Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 83

Surveys Feedback Banking Best practices 83

Fonolo

NOVEMBER 29, 2022

Overhauling your call center operations can seem outright impossible without a little guidance and know-how. Determine what your employees think of your leadership skills with an anonymous survey. New call center managers have a lot to wrap their minds around. But with the opportunity to grow comes with, well, growing pains.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

Fonolo

MARCH 24, 2022

As call center leaders, you must be aware of attrition in your business strategy, and find ways to retain top call center agents. Before you can craft a strong retention strategy, you must first understand what causes call center attrition in your call center. For more info, check out our list of call center training methods.

Call Center 91

Call Center Contact center software Contact Center Technology 91

Toister Performance Solutions

MAY 11, 2023

You've sent your team through customer service training. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why evaluate customer service training? Measuring your customer service training programs allows you to answer the tough questions you’ll inevitably get from executives.

Customer Service 87

Customer Service Surveys Best practices Customer retention 87

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? ” REFRAME. .” ” REFRAME.

Construction 91

Construction Wait times Chatbots Self service 91

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. But how can you know if implementing an AI chatbot is the right choice for your business? . They also provide the types of customer support experiences your customers are looking for.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

aircall

FEBRUARY 3, 2023

With an abundance of solutions and service providers on the market—all promising to be the one your business needs—how do you make sure you’re picking the right one? If you’re using Telzio but your customer-facing teams are scaling faster than you can hire, does it still meet your needs?

CRM 62

CRM Analytics call center solutions Interactive Voice Response 62

SharpenCX

JULY 14, 2021

Let’s say you’re a customer service rep with a long queue of phone calls from customers. You go to answer the first one and — just like that — you’ve practically forgotten how to put two words together. Or, have you ever jumped into a customer service chat, and as soon as the customer’s message pops up…poof!

Scripts 67

Scripts Call Center Coaching Customer Service 67

Toister Performance Solutions

MARCH 10, 2022

The employee at the first shop immediately focused what they had in stock, which wasn't much. He listened to my needs and paid attention to what really mattered to me. Tyler clearly possessed a customer service superpower: the ability to identify my unspoken service cues. Here's how you can do it, too.

Customer Service 96

Customer Service Coaching Sales Feedback 96

JivoChat

JULY 19, 2023

To refresh, social data is about the information (like posts, comments, likes, shares, and follows) collected from social media platforms and how people interact online. It helps create relevant, engaging, personalized content that drives customer advocacy. Let’s check out ways to leverage social data to increase customer advocacy.

Customer advocacy 75

Customer advocacy Benchmark Analytics Marketing 75

Babelforce

JULY 18, 2023

Customers today expect more than just a quality product or service – they expect an engaging, personalized experience. To give you an idea, 48% of customers in 2022 jumped ship to different brands in search of better customer service. And Salesforce’s powerful CRM platform can help make that happen.

CRM 52

CRM Contact Center Sales Call Center 52

OctopusTech

JUNE 18, 2021

As it is hard to imagine how many prospects will call you after an ad campaign, you need a scalable as well as flexible phone answering service unit, meeting your needs. You’ll find ample reasons below to adopt outsourcing solutions for call answering services. By Call Center Outsourcing, you will get what you pay for.

Answering services 62

Answering services outsourcing Call Center Advertising 62

Nexmo

OCTOBER 7, 2020

In a previous post , we showed you how to build and publish a Web Component. Now it’s time to see how to use a top feature of Web Components: Custom components and widgets build on the Web Component standards will work across modern browsers, and they can be used with any JavaScript library or framework that works with HTML.

APIs 118

APIs Scripts Accountability 118

Toister Performance Solutions

JANUARY 27, 2022

The call had been fairly good overall, but that's not what he focused on. What is contact center quality assurance? Many contact centers record customer phone calls and this disclaimer is often required for legal reasons. They also capture emails, chat sessions, social media responses, and other customer communication.

Contact Center 71

Contact Center Airlines Construction Feedback 71

Call Experts

AUGUST 5, 2021

Interactive voice response systems, commonly referred to as IVR systems , are phone-based call centers that connect callers and users through automated voice tree menus and other telephone features. In this short article, we’ll address the concern, “What is an IVR (interactive voice response system)?”

Interactive Voice Response 52

Interactive Voice Response Wait times Self service Scripts 52

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

NobelBiz

APRIL 3, 2023

“Besides freeing up a considerable amount of agent time and creating a better overall customer experience, a self-service solution for contact centers can also be the foundation for considerable cost savings.” – Carl Stuerke. .

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

SharpenCX

MARCH 25, 2021

As customer service leaders continue to embrace the life where agents can work from where they’re most comfortable, new challenges catapult to the top of priority lists. Gartner research shows in two years, nearly nine in 10 leaders think 20-80% of the customer service workforce will still work from home.

Coaching 67

Coaching Analytics Call Center Quality management 67

CSM Magazine

OCTOBER 13, 2022

Below we outline what every business owner should look for in cutting-edge communication systems. For instance, if you are in the real estate business, it’s important that you have a solid real estate CRM system that can help you convert leads into customers fast. This will also help every agent’s day run more smoothly.

Real estate 52

Real estate CRM Feedback Technology 52

SharpenCX

MARCH 8, 2021

Turns out, more than 80% of customers get immediately frustrated with your brand after interacting with your IVR. It’s tough to set your agents up for successful interactions when customer satisfaction plummets before they ever reach a live human. . Let’s tackle these top concerns and create a better experience for your customers.

Interactive Voice Response 67

Interactive Voice Response Accountability Wait times Education 67

Quiq

JUNE 30, 2022

Share This Story When was the last time you heard a story about exceptional customer service? Or an innovative way a company figured out how to meet customer needs? The considerate customer service agent sends a gift card to apologize for a shipping error. Sometimes merely meeting customer needs is a struggle.

Interactive Voice Response 62

Interactive Voice Response Chatbots Customer Service Surveys 62

pindrop

FEBRUARY 13, 2019

So, what is comes after touch? That is where voice comes in – the era that is standing in front of us today. That is where voice comes in – the era that is standing in front of us today. Voice doesn’t require an interface that has to be learned; it is as natural as having a conversation with a friend.

Enterprise 54

Enterprise Surveys Technology 54

CSM Magazine

APRIL 13, 2022

Whatever you are doing, what counts the most is the way you articulate yourself and how you sound to others. When addressing friends and relatives, a different method may be taken, but when addressing your university professor or customer, you must begin with a figurative bow or letters of respect.

52

52

Quiq

JUNE 1, 2022

Share This Story Don’t have a digital customer service strategy? With customer expectations increasing almost daily, companies are rapidly introducing digital channels to replace or co-exist with traditional channels like phone and email. Now is the time to add or improve your digital customer service. There are no more excuses.

Customer Service 77

Customer Service Interactive Voice Response Contact Center Chatbots 77

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

SharpenCX

AUGUST 5, 2020

Your customers follow the path of least resistance. Companies with clunky, multichannel experiences still see an overwhelming amount of customers using voice over their fresh, new channels like Twitter and text. So, what gives? Download Now: See what Frost and Sullivan say about the top trends impacting contact centers.

Self service 76

Self service Multichannel Scripts Contact Center 76

Education Services Group

FEBRUARY 26, 2020

One of the biggest challenges facing Customer Success leaders is how to effectively scale. This is nearly impossible without incorporating Digital Customer Success into your overall CS strategy. How will the customer experience be enriched by incorporating Digital Customer Success, not limited by it?

Journey mapping 75

Journey mapping Metrics Marketing B2B 75

Fonolo

NOVEMBER 21, 2019

Whatever your business or its size, the first place your customers go when seeking help is your website. And if they can’t find the information they need there, you’re going to lose them. Here, we look at some major brands that are doing customer service in all the right ways, but most especially on their websites.

Customer Service 89

Customer Service Customer Support Transportation Personalization 89

Quiq

JUNE 30, 2022

When was the last time you heard a story about exceptional customer service? Or an innovative way a company figured out how to meet customer needs? The considerate customer service agent sends a gift card to apologize for a shipping error. Sometimes merely meeting customer needs is a struggle. Anticipating them?

Interactive Voice Response 52

Interactive Voice Response Chatbots Customer Service Surveys 52

Hello Customer

JUNE 16, 2022

Whereas online stores may be quicker to meet customer’s expectations, brick-and-mortar stores can offer an added value that digital can’t. Whereas online stores may be quicker to meet customer’s expectations, brick-and-mortar stores can offer an added value that digital can’t. The importance of customer experience in retail.

Best practices 52

Best practices Customer Experience Feedback Surveys 52

Fonolo

MAY 22, 2019

Now that Game of Thrones has ended, you’re probably thinking, “What should I do with all of the extra time I have now?” Having this info out there helps the industry engage in better conversations and, ultimately, bring better products to market. Allow me to suggest something: It’s a great time to catch up on industry reading.

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. What to put in your communications that will resonate with staff. . PLAY AND SUBSCRIBE.

Government 98

Government Employee engagement Management Personalization 98

Fonolo

MARCH 6, 2018

It’s interesting to review the numbers at a high level to see what kind of picture they paint for the near term future of the sector. Let’s take a quick look at what was reported by Avaya, Five9, NICE, RingCentral, Twilio and 8×8. Many of them released their Q4 earnings in the past couple weeks. Slides here.) RingCentral.

Call Center 80

Call Center Average Handle Time Enterprise call center solutions 80

SharpenCX

FEBRUARY 17, 2021

In the best of times, your customers never call you. In the worst of times ( we’re looking at you, 2020 ), your customers won’t stop picking up the phone. You see, phone calls let your customers speak their minds. Your customers make sure of it. Customer calls are the lifeblood of your call center. .

Call Center 67

Call Center Coaching Call flow Interactive Voice Response 67

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. And yet still, acting on the customer feedback is hard.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

Fonolo

MAY 17, 2017

What technology is used in a contact center? As we move into the new age of the Customer Experience Hub , most leading brands have established that great customer service can add significant value to a business. Handpicked related content for you: Top Customer Service Conferences in 2020.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Customer service takes too long to answer the phone.

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88