Callminer

FEBRUARY 5, 2020

Customer Effort Score (CES) tallies up the overall difficulty customers had in using your services. Customer Experience. The metrics covered above can work well in this area, too, but the pair below are uniquely well-suited to revealing the details of your callers’ experiences with your company. Automation.

Best practices 251

Best practices Call Center Metrics Surveys 251

ijgolding

DECEMBER 2, 2015

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? We surveyed more than 500 stakeholders at another 188 companies.

Customer centricity 48

Customer centricity Enterprise Advertising Consulting 48

Inbenta

OCTOBER 30, 2024

Conversational AI solutions help businesses keep their customer service prompt, efficient and continuous, even at the busiest times. The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience?

Self service 52

Self service Benchmark Chatbots Enterprise 52

Fonolo

JUNE 20, 2018

More and more, a way of standing out from the crowd and winning over customers is by ensuring a top-notch, personal experience from start to finish. Customer experience (CX) continues to be one of the top competitive differentiators this year, and as a result, can no longer be ignored. Being memorable. Ready Player One?

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

Fonolo

MAY 24, 2018

After all, customer happiness and engagement are amongst the most significant drivers behind the image, culture, and success of an organization. In fact, 82% of consumers surveyed by Zendesk in their annual Benchmark Report said they stopped doing business with a company because of bad customer service from call centers.

Call Center 87

Call Center Benchmark Metrics Analytics 87

Fonolo

JUNE 14, 2018

It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years. 2018 is game time.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Siawash Popal. Reuben Yontan.

Management 273

Management Customer Experience Customer Service Coaching 273

Fonolo

NOVEMBER 29, 2017

A Focus on Customer Experience Strategies. How would you feel if 45% of your customers switched to a competitor who charged more for an equivalent product, simply because of a better customer experience ? Contact center leaders understand the value of the customer experience, and in 2017 they stepped up their game.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Fonolo

MAY 31, 2018

Shep Hyken , Customer Service Expert, NYT bestselling author, emphasizes how integral live chat is becoming to the customer experience: When I get on live chat, whether it is a live agent or AI, it doesn’t really matter whether it takes six or 12 minutes. A study by Live Chat Inc.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Callminer

MAY 27, 2020

No one wants to tolerate a stressful work environment indefinitely, and there are many ways to boost employee engagement and improve the employee experience to better complement your company’s core values. For the best tips on consistently improving the employee experience at your company, read on: Tips to Improve Employee Experience.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Callminer

MARCH 12, 2020

Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment. Fair Debt Collection Practices Act (FDCPA).

Call Center 182

Call Center Analytics Best practices Government 182

Callminer

NOVEMBER 9, 2020

Luckily, there are ways to spot inbound call fraud in real time, allowing agents to take back control over customers’ security without jeopardizing the overall customer experience. This 360-degree visibility forms the foundation of true omnichannel service and a gateway to fully understanding a customer’s journey.

Call Center 345

Call Center Banking Contact Center Accountability 345

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 63

Surveys Customer Experience Consulting Consulting 63

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. Digital-first customer experiences — when and how customers want.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

Beyond Philosophy

DECEMBER 5, 2017

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Comm100

JANUARY 6, 2022

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? 67% of customers said they would spend more money if they received a better customer service experience. Personalized . Accessible.

Customer Experience 98

Customer Experience Chatbots Surveys Technology 98

CSM Magazine

JANUARY 15, 2025

The verdict is clear as daylight: quality customer service is the key to retention. While silence can mean a lot of things, more often than not, its a passive-aggressive way to react to dissatisfactory customer experience. Today, we will help you understand why your customers stop engaging and what you can do about it.

Chatbots 52

Chatbots Sales Customer retention Personalization 52

Cisco - Contact Center

FEBRUARY 21, 2020

What is your Dream Customer Experience? If you could envision the future of customer experiences (CX), what would that look like? Every business wants to have great relationships with their customers. But not everyone achieves this goal, even if they claim to be a customer-centric business. Learn More.

Customer Experience 73

Customer Experience Customer centricity contact center solutions Contact Center 73

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 48

Surveys Customer Experience Consulting Consulting 48

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 48

Surveys Customer Experience Consulting Consulting 48

Fonolo

APRIL 24, 2018

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. This lines up with our experience selling a call-back solution.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Centriam Customer Experience Lab

AUGUST 23, 2018

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience. Imagine if you could increase your save rate, upsell attachment, or survey completion rate by 62%!

Customer Experience 60

Customer Experience Upselling Analytics Surveys 60

ConvergeOne

SEPTEMBER 6, 2022

Some WEM systems provide a “dashboard” that integrates data from a variety of information sources to provide a more complete picture of customer needs, expectations and requests for product improvement. VOC initiatives usually include customer surveys that go deeper and wider than traditional CSAT ratings. Can’t wait?

Gamification 73

Gamification Interactive Voice Response Management Surveys 73

Avaya

JANUARY 29, 2019

Equally important is the quality of customer experience that agents deliver to customers. After all, customer experience in its simplest definition is measured in the relationship customers have with a brand. Read the “ Using Workforce Optimization to Enhance Your Customer Experience Strategy ” white paper.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. business decision-makers surveyed said that word-of-mouth from colleagues and friends would both get them to buy and contribute strongly to passing along positive comments themselves.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

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. Social profiling is a major catalyst that is changing the way companies are planning their marketing and customer experience strategies. Disrupter No.

Construction 100

Construction Surveys Personalization Feedback 100

AskNicely

DECEMBER 4, 2018

Dear Abby, How often should I be sending out surveys? Does survey frequency make a difference? Survey Frequency Depends on Your Customer Journey. I often get asked, what is the best cadence to survey customers? Why Survey Frequency Matters. Let’s say someone has 450 customers.

Surveys 60

Surveys Best practices Feedback Call Center 60

Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? Why Does the Customer Satisfaction Survey Matter?

Surveys 84

Surveys Feedback Scripts Customer Service 84

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Fonolo

FEBRUARY 6, 2020

Beyond ensuring that your customers have opted-in, ensure that you are not sending texts after 9 pm or before 11 am, which means you’ll need to gather preferences at opt-in like time zone and city code. Do Survey Customers Through SMS. It turns out that SMS is an ideal way to find out the real opinions of your customers.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

24-7 InTouch

AUGUST 2, 2024

Building brand loyalty requires more than just offering a great product or service; it demands a deep understanding of the customer journey. From the initial point of contact to long-term retention, every stage of the customer journey holds significant potential to cultivate loyalty and enhance customer experience (CX).

Customer Experience 52

Customer Experience Upselling Personalization Surveys 52

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. White papers. Customer support events.

B2B 122

B2B Journey mapping SaaS Upselling 122

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Here’s what the experts said about customer service in 2018: 1. This researched report by Customer Contact Week explores the benefits of a workforce strategy that embraces remote agents.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

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. A business analyst can provide the following benefits for a call center: Improve customer service by determining what customers like or dislike.

Call Center 182

Call Center Analytics First call resolution Metrics 182