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? These surveys can reach customers as any of the following: Emails.

Surveys 84

Surveys Feedback Scripts Customer Service 84

Fonolo

JUNE 20, 2018

In the midst of an increasingly digital space, where human interactions and considerations have the potential to get lost in the mix, it’s easy to forget that most of us are in the business of people; consumers are the heartbeat of our companies, and their feedback and acknowledgement of our good work can keep us chugging along.

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

Beyond Philosophy

DECEMBER 5, 2017

In content we’ve produced (webinars, white papers, posts, and a new book on the subject) the concept and value of employee ambassadorship, functioning within more humanistic and proactive organizations, has been fully laid out. We’ve seen employee surveys where there are no customer-related value elements.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

ConvergeOne

SEPTEMBER 6, 2022

Feedback is one of the most powerful tools available to modify employee behavior. In cases where adoption of new skills and behaviors has not been achieved, lack of real-world feedback is often the culprit. 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

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. Vinay Amin. EuNaturalHealth.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

Contact Center 99

Contact Center Call Center Self service Surveys 99

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. Don’t forget the most important part — action that feedback.

Surveys 60

Surveys Best practices Feedback Call Center 60

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. According to a recent eMarketer survey , nearly one-third of the world is using social media this year. Disrupter No. 7: Social Profiling. Here we dissect Disrupter No.

Construction 100

Construction Surveys Personalization Feedback 100

Talkdesk

DECEMBER 1, 2020

Quality Assurance: How an organization ensures their CX meets their goals and aligns with guiding principles by evaluating agent-customer interactions, identifying areas of improvement and providing feedback or training for remediation. The post The 4 stages of contact center maturity and how to use them appeared first on Talkdesk.

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

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. Their long-term role is also to make sure the call center is able to develop expertise, learn through the right feedback loops and test new approaches and features.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Callminer

MAY 11, 2020

And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective. Companies should also consider employee satisfaction surveys to get a feel for the company culture from your front-line workers’ point of view.

Management 273

Management Customer Experience Customer Service Coaching 273

Connecting the Dots

JUNE 30, 2021

Download the PDF In an article published by Customer Think, author John Goodman explains the key differentiators between companies that move the needle following investments in customer surveys and those companies that do not. READ the full article here.

Best practices 62

Best practices Surveys Engineering Consulting 62

PeopleMetrics

FEBRUARY 11, 2015

They are seeing, hearing and recognizing customers every day through their feedback channels. Then why are so few B2B providers listening to, learning from, and acting on feedback from their prospective clients? Survey Says ''Yes''. Most companies aren''t asking for formal feedback from prospects.

Sales 78

Sales B2B Feedback Surveys 78

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. From that point on, I saw vast improvements in my trainees and got excellent feedback.

Call Center 182

Call Center Management Scripts Coaching 182

Cisco - Contact Center

DECEMBER 17, 2020

In today’s world where customer experience can make or break a brand, capturing customer feedback while it is top of mind is essential. For example, customer experience journey context displayed on the agent desktop and customer experience analytics reports that capture customer feedback trends and allow for proactive, closed-loop response.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. Teamwork, sharing knowledge and best practices feed company culture.

Contact Center 103

Contact Center Calibration Construction Morale 103

Avaya

JANUARY 29, 2019

Customer Feedback – Engage customers immediately following their interaction with agents via short, dynamic surveys. Tie customer feedback with quality monitoring results to really understand how close you are to customer perceptions on products and service.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

Connecting the Dots

AUGUST 1, 2015

With the advent of customer experience (CX) and enterprise feedback management technology (EFM), many companies are rethinking VOC, often assigning it to a department other than MR. This battle was most starkly highlighted by a headline on the cover of the November 2014 Quirks, Is CX out to get MR?

Big data 62

Big data Consulting Consulting Enterprise 62

Fonolo

JANUARY 31, 2018

This is the latest in their “Inner Circle” series which is based on industry surveys. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. How Customers Feel About Customer Feedback.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Vonage

FEBRUARY 13, 2017

Although surveys are currently the number one method businesses use for measuring feedback, speech analytics provides much more insight around the customer experience. Surveys, on the other hand, have a small sample size and only ask questions you think are the most important, which can create significant intelligence gaps.

Analytics 53

Analytics Customer Service Scripts Surveys 53

GetFeedback

FEBRUARY 15, 2019

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. This segmentation becomes vital during survey analysis. Who are they?

Surveys 60

Surveys CRM Feedback Sales 60

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Comm100

FEBRUARY 19, 2020

One way to gauge customer dissatisfaction is through feedback surveys. To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’ Your Business Partners.

B2C 64

B2C B2B Advertising Accountability 64

Comm100

MAY 31, 2016

According to a comScore study with UPS , 67% of the 5,000 consumers surveyed checked a company’s return policy before making a purchase online, and 58% want a “no questions asked” experience. Blog, reports, and white papers. Ask for feedback. Set Return Policies. Download Now.

Customer centricity 59

Customer centricity Self service Chatbots Feedback 59

Jive

AUGUST 9, 2018

And the agent can even give real-time feedback on what the bot is providing to help it become smarter. In a 2016 NewVoiceMedia survey, 33 percent of customers left a company because they were passed around to multiple agents , and 27 percent left because they couldn’t get an answer. It’s really a partnership.

Contact Center 75

Contact Center Chatbots Employee engagement Education 75

24-7 InTouch

AUGUST 2, 2024

Implement retention strategies such as personalized re-engagement campaigns, surveys to understand customer concerns, and targeted offers to win back their interest. By demonstrating that you value customer feedback and are committed to their satisfaction, you can build lasting loyalty.

Customer Experience 52

Customer Experience Upselling Personalization Surveys 52

inmoment

NOVEMBER 6, 2019

InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. . Here are a few improvements that a holistic approach to feedback can drive for your business: . #1:

Revenue potential 40

Revenue potential Feedback Surveys Analytics 40

Natalie Petouhof

AUGUST 15, 2022

It’s the first step to integrating feedback and insight into customer and employee experiences. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Analytics Surveys Big data 52

CSM Magazine

OCTOBER 16, 2020

According to a Global Consumer Banking Survey by Ernst & Young, consumers want to trust and engage deeper with banks, lenders, and credit unions. Create a knowledge base (blog articles, webinars, white papers, infographics, etc.) Keep Clients in a Feedback Loop. Turn Tailored Communication into a Priority.

Customer retention 52

Customer retention Brand ambassadors Finance Banking 52

inmoment

JUNE 17, 2019

Brands can extract useful information from this research, but they may be missing out on the most valuable feedback. Companies tend to view only positive reviews as signs of loyalty, but a large segment of customers say this trait also includes honest, constructive feedback.

Customer Experience 53

Customer Experience Construction Feedback Personalization 53

ClearAction

FEBRUARY 7, 2016

70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2). Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Customer Centricity. Employee Engagement.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

NICE inContact

NOVEMBER 9, 2018

We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Consider using feedback tools that let your customers talk back. To learn more you can review the 2018 CX Transformation Benchmark and then review this white paper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Calabrio

MAY 3, 2017

They spend hard-earned resources on surveys, focus groups and other outbound customer feedback channels without realizing that this very same data lives a few doors down in their very own contact center. And best of all, it’s free; no costly surveys or additional marketing expense required. It’s time to widen the VoC lens.

Contact Center 40

Contact Center Advertising Surveys Marketing 40

LiveChat

JULY 27, 2018

To figure out what is bothering your customers, set up quick surveys in your re-engagement emails. Gifts, offers, white papers, and discounts can all help to lure a customer back in. Include a survey. Look at the feedback you received from your subscribers and use it to improve your services. Make them an offer.

Surveys 59

Surveys Marketing Education Personalization 59

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Through competition, feedback and reward, agents gain a sense of personal achievement and learn the soft skills needed to provide a more human and positive experience with customers.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59