Fonolo

APRIL 24, 2018

They are a division of IQPC, which produces the Call Center Week conferences. (If For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year.

Contact Center 99

Contact Center Call Center Self service Surveys 99

TechSee

MARCH 10, 2021

Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. This remote and digital-first world has made service organizations rethink how to engage with customers. In 2021, remote support has become a standard in customer service and is here to stay.

Customer Service 109

Customer Service Self service Surveys Chatbots 109

delighted

MARCH 15, 2019

A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience. Constant monitoring of your customer experience metrics will let you know whether the changes you’re making are moving the needle.

Surveys 75

Surveys Benchmark B2B Feedback 75

Nicereply

JUNE 18, 2020

Loyal Customer Rate . Customer loyalty rate is calculated through Net Promoter Score (NPS) which is a key performance indicator introduced as a useful alternative to customer satisfaction survey. Now, a repeat customer isn’t necessarily a loyal customer, and that’s what you learn from this rate.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Callminer

JULY 23, 2019

One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better. Another organization shared that the start of its turnaround began with its first employee survey – that delivered a negative eNPS score. Employee and agent feedback should be a two-way street.

Best practices 140

Best practices Feedback Call Center Coaching 140

ChurnZero

APRIL 22, 2022

When a customer sees a message while using your product, they’re already in the state of mind to engage with you. Whether it’s a welcome greeting for a first-time login or a quick congratulatory message for completing onboarding, it’s easy to make sure your customers’ efforts don’t go unnoticed.

Accountability 98

Accountability Consulting Consulting Best practices 98

Call Experts

MAY 2, 2019

Surveys reveal that more than 80% of agents need to access multiple systems to support customer needs. As customers are moving from digital platforms to voice-based AI, old systems are not able to recognize customer needs, tones, and empathy to create the desired level of accuracy. What is the effort level?

Contact Center 56

Contact Center outsourcing Call Center Answering services 56

Interaction Metrics

JUNE 20, 2019

Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic , join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane. On June 26 th , Martha leads an Executive Club Track session on Expert Customer Feedback.

Metrics 48

Metrics Feedback Surveys Consulting 48

Education Services Group

APRIL 27, 2022

These are process boxes we are checking and patting ourselves on the back for, telling everyone internally our customers love our product or service. Imagine the results of a survey that asked customers when they received value from a product, compared to the lavish number we’re recording. You know who you are!

Metrics 98

Metrics Surveys SaaS CRM 98

Tethr

JUNE 21, 2019

The 20 th annual Customer Contact Week conference is upon us. Most companies we talk to tell us they’re seeing massive year-over-year declines in their survey response rates. No more waiting for customers to complete surveys. Tethr Essentials requires no specialized, dedicated resourcing on the customer’s behalf.

Benchmark 55

Benchmark Surveys Consulting Consulting 55

Fonolo

APRIL 24, 2018

They are a division of IQPC, which produces the Call Center Week conferences. (If For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year.

Contact Center 57

Contact Center Call Center Self service Surveys 57

ChurnZero

MARCH 28, 2023

A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. For example, a customer with a software license utilization of 90% or more suggests that company-wide engagement is solid. NPS indicates customer loyalty.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

aircall

NOVEMBER 4, 2016

You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. Computer telephony integration enables video and conference calling, whisper coaching, and file transfers. By saving your customers effort, you can increase their overall user experience.

Customer Support 83

Customer Support Interactive Voice Response Call Center Automatic Callback 83

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer. .

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

aircall

MAY 11, 2017

It allows teammates to confer with one another before transferring a call, without losing the customer on the line. Combined with a representative’s pleasant demeanor and an explanation of why they are being put on hold, the “warm” transfer feature takes frustration out of being transferred for customers.

Interactive Voice Response 91

Interactive Voice Response voip Call Logging First call resolution 91

aircall

MAY 11, 2017

It allows teammates to confer with one another before transferring a call, without losing the customer on the line. Combined with a representative’s pleasant demeanor and an explanation of why they are being put on hold, the “warm” transfer feature takes frustration out of being transferred for customers.

Interactive Voice Response 89

Interactive Voice Response voip Call Logging First call resolution 89

Tethr

DECEMBER 7, 2020

The second, more important reason that it’s such a bad question to ask is that it doesn’t accurately capture what it’s intended to capture—namely, whether the service rep resolved the customer’s issue. Specifically, customers told us that companies only managed to resolve their issues 40% of the time. Step three: Analyze.

Coaching 72

Coaching Banking Customer effort Wireless 72

aircall

NOVEMBER 9, 2016

On premises: The features available are the ones all call centers expect and use daily: transfers, hold, waiting music, conferences, call logging, etc. Click-to-call: A button lets customers also equipped with a VoIP system call your business without having to dial a phone. Integrations.

call center software 82

call center software Call Center virtual call center voip 82

aircall

NOVEMBER 4, 2016

You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. Computer telephony integration enables video and conference calling, whisper coaching, and file transfers. By saving your customers effort, you can increase their overall user experience.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54

ChurnZero

APRIL 22, 2022

When a customer sees a message while using your product, they’re already in the state of mind to engage with you. Whether it’s a welcome greeting for a first-time login or a quick congratulatory message for completing onboarding, it’s easy to make sure your customers’ efforts don’t go unnoticed.

Accountability 52

Accountability Consulting Consulting Best practices 52

Tethr

MAY 22, 2019

The second, more important reason that it’s such a bad question to ask is that it doesn’t accurately capture what it’s intended to capture—namely, whether the service rep resolved the customer’s issue. Specifically, customers told us that companies only managed to resolve their issues 40% of the time.

Wireless 67

Wireless Coaching Banking Accountability 67

delighted

APRIL 5, 2019

Since your customers’ needs and wants are always evolving, the process of staying on track with the innovation needed to maintain relevance can be daunting. The sheer amount of data alone that comes in from surveys can cause delays in responding to customer feedback and hinder efficient growth. Inform decisions.

Feedback 44

Feedback Customer Experience Surveys Best practices 44

JustCall

APRIL 20, 2022

Most customers who have a negative experience aren’t waiting around filling surveys or giving CSAT scores, they just take their business elsewhere. Invest in modern tools with features like IVR, conference calling, SIP, analytics, SMS bot, call recordings, call notes, and voicemail drop.

Best practices 52

Best practices Customer Support voip Coaching 52

aircall

NOVEMBER 9, 2016

On premises: The features available are the ones all call centers expect and use daily: transfers, hold, waiting music, conferences, call logging, etc. Click-to-call: A button lets customers also equipped with a VoIP system call your business without having to dial a phone. Integrations.

call center software 48

call center software Call Center virtual call center voip 48

Netomi

APRIL 7, 2023

Ali admits she’s never satisfied and spends a lot of her time looking for the next opportunity to improve the customer experience. This is why they started implementing Customer Effort Surveys. She’s taking the learnings to find the next frontier for Slack CX. Andrew Stein, Chewy, Sr.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52