Contact Center Pipeline

SEPTEMBER 22, 2020

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second.

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Management Contact Center Surveys Self service 225

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!

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Surveys Feedback Banking Best practices 83

Beyond Philosophy

NOVEMBER 12, 2022

So, in an effort to help us all cope with the road ahead, we present the 5 Rules for Managing Uncertainty in this episode, which you can also watch on our YouTube Channel. Complete this short survey. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

Management 221

Management Consulting Consulting Surveys 221

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. What is the Purpose of an Agent Engagement Survey? Agent engagement surveys help you reach the end goals of better profits and agent performance. Best Practices for Agent Engagement Surveys.

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Call Center Surveys Coaching Best practices 136

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. The best VoC programs use both.

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Surveys Best practices Feedback Accountability 118

ProProfs Blog

OCTOBER 30, 2020

The answer lies in the return to work survey to gauge employee preparedness to resume work from office. This blog gives you a thorough understanding of: What is a return to the work survey and its importance. Top 9 questions to include in your return to work survey. When to ask the survey questions?

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Surveys Transportation Government Management 153

Interaction Metrics

DECEMBER 13, 2023

Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. To solve this, here’s our guide to implementing a workplace diversity survey that will give you actionable results and lay the foundation for a successful DEI program.

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Surveys Benchmark Feedback Best practices 62

PeopleMetrics

OCTOBER 19, 2021

your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. Discover our award-winning Customer Experience (C X) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. LinkedIn: [link]. Twitter: [link].

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Feedback Surveys Best practices Accountability 118

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. In fact, last week’s were abysmal: Survey sent: 400. Survey opened: 180. Survey completed: 5. Instead of trying the same old thing, what she could consider is shifting the type of survey. .

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Surveys Construction Personalization Feedback 158

delighted

DECEMBER 3, 2021

Enter survey automation. In this article, we’ll learn more about survey automation, why it’s so important for customer experience success, and how you can implement automation in your CX program today. Two types of survey distribution: Manual vs automated. Two types of survey distribution: Manual vs automated.

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Surveys APIs SaaS Engineering 97

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

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Call Center Management Wait times Contact Center 106

Customercount

NOVEMBER 17, 2020

It is essential to ask the right customer experience (CX) survey questions – and use the best customer feedback management platform to manage the process. . The post CX surveys: Part art/part science appeared first on CustomerCount.

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Surveys Feedback Management Customer Experience 98

Anexa BPO

SEPTEMBER 6, 2023

There are several types of employee surveys that can provide insight into the employee condition and elicit accurate responses. At its core, an employee survey is a structured questionnaire distributed among team members to gain insights into their relationship with the organization.

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Employee engagement Surveys Business Process Outsourcing Technical Support 52

SmartAction

FEBRUARY 13, 2024

Having a strong order management strategy can be a key differentiator for businesses. Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. This feedback will be instrumental in refining your automation system.

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Best practices Virtual Agent Management Chatbots 63

Interaction Metrics

AUGUST 2, 2023

Why Fox Rent a Car (and, by association, its Managing Director Gerardo Bermejo) should spend more time on listening and less time on gaming their customer surveys! More importantly, the company employed a new way to game their customer surveys — resulting in ONLY the data they want to see and discarding the rest. Eastern time!

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Surveys Feedback Advertising Accountability 62

ProProfs Blog

JANUARY 7, 2021

This is exactly where product surveys come in and help you understand what users think of your product. This blog lists some top product survey questions that can help you get started. . What Are Product Surveys? Product surveys are tools used by organizations to learn what their users think of their products. .

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Surveys Marketing Feedback Advertising 88

Myra Golden Media

APRIL 4, 2019

Are Your Employees Blocking Your Customer Satisfaction Surveys? “In In about a week you’ll get a survey from us. So, if you don’t like your experience today, please don’t fill out the survey.”. The salesman and the manager would say one number, but padding kept showing up on the forms. So, I didn’t complete the survey.

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Surveys Coaching Feedback Sales 136

Nicereply

NOVEMBER 21, 2023

NPS = (% of responses who are promoters) – (% of responses who are detractors) For example, if you received 100 responses back from a recent NPS survey question, where 40 of them responded as Promoters, 30 were Passives and 30 were Detractors, then your NPS calculation would be 40 minus 30, for a score of 10.

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Surveys B2B Feedback Education 59

ProProfs Blog

JULY 20, 2021

That’s where a simple employee satisfaction survey comes to your rescue. This blog gives you a clear insight into an employee satisfaction survey and shows you how to create and share meaningful surveys in minutes. What Is an Employee Satisfaction Survey? There are several reasons to conduct employee satisfaction surveys.

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Surveys Feedback Employee engagement Best practices 109

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. Surveys also just aren’t as effective if they’re not timely and relevant.

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B2B Surveys Feedback Customer advocacy 83

Fonolo

MARCH 25, 2021

Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. While tricky, agent satisfaction surveys can help you come close. Once you have your areas of focus, you can begin building your agent satisfaction survey! How to Create a Great Customer Perception Survey.

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Call Center Surveys Agent burnout Contact Center 147

JustCall

OCTOBER 17, 2023

If your company is not using automated survey tools to understand customer sentiments, you may be missing out on crucial insights that can improve and elevate your brand. Here’s why brands need survey automation to read their customers’ minds. Source: cxnetwork.com What could be the reason for this gap?

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Surveys Feedback Metrics Construction 52

Lumoa

AUGUST 18, 2022

Recently, I read a blog by Ron Miller (author at TechCrunch and former corporate blogger for Intronis) entitled “I’m so over customer surveys” He talks about his annoyance with endless survey requests regarding company products and services. Survey fatigue. follow-up survey after 6 months).

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Surveys Journey mapping Feedback Customer centricity 83

ClientSuccess

DECEMBER 14, 2021

One way to make the customer renewal process even more manageable is to set up a renewal survey. Here is the winning CSM renewal survey strategy to use with your customers: Q: Is it your intention to renew your subscription with [product and/or brand]? The post CSM Renewal Survey Strategy appeared first on ClientSuccess.

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Surveys Upselling Sales Accountability 90

delighted

MARCH 29, 2022

Employee satisfaction surveys reveal how happy and engaged your employees are, as well as their intention to stay at your organization. What is an employee satisfaction survey? An employee satisfaction survey measures how satisfied employees are working at your organization. Why do employee satisfaction surveys matter?

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Surveys Feedback Morale Management 89

Nicereply

JANUARY 31, 2023

With Nicereply Pop-Up surveys you can! We’ve been working hard for months to introduce you to new website pop-up surveys by Nicereply. What are the advantages of our website pop-up surveys? Effortless survey implementation Quick setup and intuitive design help you set up a new survey in minutes.

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Surveys Feedback Education Accountability 52

delighted

JULY 13, 2021

Employee surveys are some of the most effective ways to understand employee attitudes, beliefs, and feelings. That’s why it’s critical to understand the structure of employee surveys and how to create impactful ones for your organization. Relational vs. transactional employee surveys. Anatomy of an employee survey: 3 components.

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Surveys Employee engagement Metrics Feedback 98

Nicereply

OCTOBER 3, 2023

Let’s review a list of customer satisfaction survey tools to help you understand clients’ needs. Why do businesses need specific software for customer satisfaction surveys? To effectively gauge consumer happiness, businesses around the globe are investing in the best customer satisfaction survey tools available.

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Surveys Customer centricity Analytics Feedback 52

VirtualPBX

MARCH 24, 2022

Manager burnout has always been a challenge, especially in the tech space, where it is too easy to keep working — whenever and wherever you want to. Imagine the breakdown when management teams cannot feel like they are putting in 100%. Why Manager’s Burnout? Don’t Feel the Burn. Battling the Burnout.

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Management Surveys 96

JustCall

OCTOBER 25, 2023

But while these agent performance measurement tools are effective, why not ask the customer to provide feedback? This is where post-call surveys come into play. From traditional phone calls to online customer resolutions, brands have to manage multiple communication channels and meet customer expectations for each inquiry.

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Surveys Best practices Feedback Metrics 52