Fonolo

MAY 31, 2018

In fact, swift reconciliation on social media should take priority over other traditional channels of customer feedback. Luckily, social monitoring tools like Sprout Social are available to help brands get better at this growing trend. Marked Urgent: Improving the Voice Channel .

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Beyond Philosophy

OCTOBER 11, 2019

They break down the feedback they get back from employees by region and department to determine priorities for fixing problems in the Employee Experience. Instead of getting frustrated that your actions aren’t getting the results you expected, take the feedback as an opportunity to fix what isn’t working. Be consistent.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Callminer

JUNE 18, 2020

To learn more about employee churn and analytical methods of addressing it, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Was proper feedback provided on the job? Questions About Their Experience.

Call Center 182

Call Center Morale Feedback Analytics 182

Callminer

FEBRUARY 12, 2020

Learn more about how speech analytics can transform your training processes – and your call center operations as a whole – by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Provide Useful Feedback. Allow Feedback to Flow Upstream. Recognize Excellent Performance.

Best practices 182

Best practices Call Center Construction Feedback 182

Callminer

APRIL 30, 2020

For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance. Head off issues preemptively by acting on feedback. He recommends, ‘Building feedback loops to gather insights at every point in your customer lifecycle.’”

Customer Service 273

Customer Service Scripts Construction Feedback 273

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Encourage team managers to provide feedback about employee performance in both a formal and informal setting. ” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. If reports and feedback show increased vulnerability within the customer base…”. Adrian Travis. Grant Aldrich. onlinedegreecom.

Call Center 345

Call Center Contact Center Finance Consulting 345

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

Callminer

FEBRUARY 24, 2020

With real-time call quality monitoring , managers can provide personalized feedback and coaching, ultimately resulting in better-performing agents and increased customer satisfaction.

Best practices 207

Best practices Call Center voip Morale 207

ShepHyken

JUNE 29, 2020

CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line. The Definitive Guide to Monetized Net Promoter by Sarah Frazier.

Customer Service 32

Customer Service Coaching Consulting Consulting 32

Callminer

FEBRUARY 10, 2020

If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Floor rules exist to keep call centers productive and safe.

Call Center 182

Call Center Coaching Morale Analytics 182

Callminer

APRIL 20, 2018

You’ll get all the feedback necessary for improving the customer experience nearly in real time across all contact center engagements when you use this type of platform. For more insights on the latest customer experience trends in the call center industry, download our recent white paper, Contact Center & Customer Experience Trends 2018.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

CustomerGauge

MARCH 31, 2017

This model provides steps for measuring customer feedback and acting to quickly close the loop. In our recent white paper, Next-Generation […]. In the past, many companies have employed a “heritage Net Promoter” model. The post Monetized Net Promoter®—Tying Revenue to NPS® appeared first on CustomerGauge.

Feedback 87

Feedback 87

Fonolo

NOVEMBER 30, 2017

In Fonolo’s latest white paper, “ 9 Critical Contact Center Trends for 2018 ,” it’s revealed that 18-24 year olds actually express an increased appreciation for the voice channel. It’s important then to obtain customer feedback on the experience, which could provide intelligence into how their call was (mis)handled.

Interactive Voice Response 194

Interactive Voice Response Call Center Contact Center Metrics 194

Fonolo

DECEMBER 6, 2017

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. Several trends are poised to make a significant impact on contact centers around the globe. Consistency Across Multi-Channel.

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

Kayako

OCTOBER 6, 2015

Here’s an example of how this would look, from the table of contents for a Kayako ebook: The Ultimate Guide to Communicating Product Feedback. White papers. White papers are similar to ebooks, but they are generally shorter and focused more narrowly targeted. Landing pages.

Marketing 96

Marketing Education Best practices Analytics 96

Fonolo

JANUARY 18, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. Here’s Fonolo’s 4 th annual list of Top Analysts Covering the Customer Experience for 2018! Congratulations to the 16 who were selected.

Customer Experience 0

Customer Experience Contact Center Metrics Feedback 0

Fonolo

APRIL 11, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. Several trends are poised to make a significant impact on contact centers around the globe. Consistency Across Multi-Channel.

Telecommunications 105

Telecommunications Call Center Contact Center Customer Service 105

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. Please Stop Feedback Competitions Among Your Staff. Resolve To Deliver More Proactive Service in 2018.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Fonolo

FEBRUARY 1, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. Cap off the exercise by giving whichever team has the closest matching drawing a prize. Consistency Across Multi-Channel. Plus So Much More!

Contact Center 92

Contact Center Call Center Metrics Feedback 92

Fonolo

JULY 5, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. Can they take a larger share of tickets away from agents? That question still seems unanswered. Consistency Across Multi-Channel.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

Fonolo

JANUARY 3, 2018

Not Asking for Feedback. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. Give each customer the attention they crave, it’s important to know that some need more than others.

Contact Center 97

Contact Center Feedback Metrics Personalization 97

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. Leverage customer feedback mechanisms to monitor performance, shape policy and guide strategy (e.g., Voice of the Customer, CSAT, NPS and Customer Advisory Boards).

Contact Center 345

Contact Center Call Center Gamification Wait times 345

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. Download the full white paper below. Drive Agent Performance Improvements with Gamification. Can’t wait?

Gamification 73

Gamification Interactive Voice Response Management Surveys 73

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

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. Disrupter No. 7: Social Profiling. By Lauren Kindzierski, HGS VP of Solutions and Capabilities. Over the next few months, we’ll dedicate a blog to each of these CX game changers.

Construction 100

Construction Surveys Personalization Feedback 100

Fonolo

FEBRUARY 15, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. We hope Cupid’s tips are able to help! Remember, better customer relationships start at the call center. Consistency Across Multi-Channel.

Call Center 75

Call Center Contact Center Big data Coaching 75

Comm100

NOVEMBER 2, 2017

Depending on how the survey is designed, customers can convey their opinions by providing ratings, answering multiple choice questions, by filling out text boxes, or even by giving vocal feedback. The general rule, however, is that the shorter and easier to answer the survey, the more likely customers are to provide their feedback.

Surveys 79

Surveys Feedback Scripts Customer Service 79

Fonolo

MARCH 22, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. Several trends are poised to make a significant impact on contact centers around the globe. Consistency Across Multi-Channel.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

Fonolo

DECEMBER 5, 2017

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. How can call centers effectively prepare for unexpected spikes in call volume? Let’s see what the panel has to say. Plus So Much More!

Customer Service 75

Customer Service Management Call Center Morale 75

Fonolo

APRIL 24, 2018

Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. Several trends are poised to make a significant impact on contact centers around the globe. Plus So Much More!

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

AUGUST 23, 2018

Worse, these products may not align with the needs or values of a customer base (I think of Lisa Simpson’s disappointment with her not-terribly-progressive Malibu Stacy doll), a signal that the company in question has not bothered to listen to customer feedback or snap into the realities of the present. What can we learn from this?

Customer Service 89

Customer Service Advertising Contact Center Government 89

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

ShepHyken

MARCH 31, 2018

For example, a company could share relevant research or a white paper; a hardware store can create how-to videos on the most common household repairs and projects; a restaurant can share a popular recipe or even hold a recipe contest and invite customers to participate. . Official smart USA (@smartcarusa) June 19, 2012.

Marketing 222

Marketing Customer Service Airlines Self service 222

Fonolo

APRIL 4, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. If anyone can make a good quantitative case in the other direction, I’d love to hear about it in the comments. Plus So Much More!

Customer Service 90

Customer Service Chatbots Government Contact Center 90

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. Maybe keeping an anonymous feedback box in the office will help in detecting bullies. If the employee starts to change, you need to give positive feedback.

Management 273

Management Customer Experience Customer Service Coaching 273

Fonolo

MAY 1, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. How Customers Feel About Customer Feedback. We hope to see you there! For live updates and insights from the show, follow @fonolo on Twitter. Consistency Across Multi-Channel.

Contact Center 62

Contact Center call center professionals Education Call Center 62