CCNG

OCTOBER 19, 2022

Forrester, 2016) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors. Temkin, 2018) After a bad experience, 22% cut their spending with the company and 19% stopped their relationships with the company completely.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Nicereply

JUNE 18, 2020

If you let them go silently into the night, you’re missing out on a big opportunity for clear, unfiltered feedback. By keeping it open-ended they got specific, actionable feedback that they didn’t expect. — Viktor Magic (@viktormagic) November 16, 2016. Tyler Wanlass (@twanlass) November 18, 2016.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

aircall

JANUARY 24, 2022

That figure is up by $13 billion from 2016. Call queue and queue call back – Ensures customers get called back in order and in a reasonable timeframe. Automated surveys – Send a brief survey out to customers immediately after contact for instant feedback with little effort. Software Integrations.

Call Center 126

Call Center Best practices call center software CRM 126

Talkdesk

JUNE 23, 2016

Last month, we officially unveiled our latest call center integration, Talkdesk for Slack, at Opentalk 2016. Read on to learn more about how this innovative new feature can augment your call center experience. We’re happy to announce today that we have added a new feature to Talkdesk for Slack.

Coaching 40

Coaching Call Center Call center experience Engineering 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

When listening to the voice of the customer, remember to include and share the positive feedback. Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement. Tap this knowledge base to better understand employee views.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Fonolo

NOVEMBER 17, 2020

According to this Customer Experience Executive Report , customers place a premium on great experiences, and 63% of them would pay more for a better experience. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. Call Center Trends 2016.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176