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. That’s why I’m a big fan of a personal text versus a group one.

Surveys 60

Surveys Best practices Feedback Call Center 60

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. “Traditionally, employee engagement might be examined by HR by way of an annual survey once a year, and this practice still occurs in many organizations.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. As part of his role, Hoffman works directly with clients on projects such as e-books, white papers, executive Q&As, case studies, and webinars. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

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. Make the customer experience as personalized as possible. Celebrate your greatest customers, both publicly and personally. Take it personally. Being memorable. Be proactive!

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

Beyond Philosophy

MAY 14, 2015

(Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Trust allows your Customers to feel comfortable handing you their business (and personal information). Clearly, more Customers want self-service options. How Self-Service is a Challenge to Organizations.

Self service 402

Self service Best practices Customer Experience Call Center 402

ShepHyken

NOVEMBER 24, 2017

Then try asking them, through a survey. Provide the same level of service that you would in person or over the phone, take any opportunity to go the extra mile, and who knows—perhaps someday, you’ll be looked at as the prime example of how others should be using social media! Not sure where your customers go when they’re online?

Customer Service 224

Customer Service B2B B2C Accountability 224

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once survey, 60% of customers say experience is more important to them now than it was pre-COVID. So, where does personalization fit into this narrative? Why Personalizing Customer Service Is Important. Personalized customer service re-engages cold leads.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once survey, 60% of customers say experience is more important to them now than it was pre-COVID. So, where does personalization fit into this narrative? Why Personalizing Customer Service Is Important. Personalized customer service re-engages cold leads.

Personalization 52

Personalization Customer Service B2B SaaS 52

Uniphore

JANUARY 21, 2022

Artificial intelligence humanizes and personalizes healthcare CX. This data allows healthcare service providers to create positive, highly personalized experiences that build consumer trust and improve provider reputation. The post AI-Powered Analytics Drive Healthcare Compliance and Personalize CX appeared first on Uniphore.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

VocalCom

JUNE 16, 2020

The movement had already started of course, as Millennials and ‘Zs’, the new generation of real digitally-native agents and customers, force the industry to adopt omnichannel work platforms and new digital tools like AI to free workers of the more mundane tasks to add value or offer a personalized experience. Carlo Costanzia. CEO of Vocalcom.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

Fonolo

FEBRUARY 6, 2020

SMS is a great channel to reinforce your brand: Match the tone and language of your content, and the speed of your responses to the brand personality. Do Survey Customers Through SMS. While voice conversations are still critical, SMS’s importance as the go-to channel for business-to-person (a.k.a. Do Make it “On-Brand”.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

Callminer

NOVEMBER 9, 2020

For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI. Fraudulent callers may not be able to answer particularly personal questions about a customer. Caller fails voice biometrics screening.

Call Center 345

Call Center Banking Contact Center Accountability 345

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. Personalized . ” KPMG also found that personalization is the strongest pillar driving customer loyalty in 19 of 27 markets.

Customer Experience 93

Customer Experience Chatbots Surveys Technology 93

Cisco - Contact Center

FEBRUARY 21, 2020

According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. AI is “super-augmenting” resources in delivering tangible personal and business value.

Customer Experience 106

Customer Experience Customer centricity contact center solutions Contact Center 106

Comm100

MAY 20, 2020

And with so much information at their fingertips, they can also provide more individualized support and develop more personal relationships to make every customer feel valued. Managers can set up pre-chat surveys that help categorize customer issues, and then route them to the agent or department that’s best equipped to help.

Multichannel 64

Multichannel Customer Service Wait times CRM 64

VocalCom

JUNE 29, 2020

With 9 out of 10 consumers looking for an omnichannel experience, with seamless service between communication methods according to UC Today , contact centers have no choice but to offer unified, agile and personalized approach across all touch points. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Contact Center 62

Contact Center CRM contact center solutions Customer Experience 62

Nicereply

MAY 4, 2022

Personalize your Ecommerce support service. No doubt, customers want quick answers to their queries, but at times they also wish for personalized assistance and expert advice. The Internet has made customer service a personalized experience. Consumers, generally, are seeking a personalized approach. Let’s find out!

Best practices 98

Best practices Self service Sales Surveys 98

Talkdesk

DECEMBER 1, 2020

Personalization: How an organization tailors a customer’s experience based on the customer’s profile and objective. Feedback: How an organization delivers customer surveys, collects responses, and analyzes and implements changes based on results.

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. All of this customer preference data builds effective social profiling, which can be used for personalization, customer segmentation, and persona development strategies.

Construction 100

Construction Surveys Personalization Feedback 100

Comm100

MAY 20, 2020

And with so much information at their fingertips, they can also provide more individualized support and develop more personal relationships to make every customer feel valued. Managers can set up pre-chat surveys that help categorize customer issues, and then route them to the agent or department that’s best equipped to help.

Multichannel 52

Multichannel Customer Service Wait times CRM 52

Natalie Petouhof

AUGUST 15, 2022

And it allows agents to build rapport and increase personalization. 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

Beyond Philosophy

DECEMBER 5, 2017

These “employee ambassadors” have three key behavioral traits: • Commitment to the company – Commitment to, and being positive about, the company (through personal satisfaction, fulfillment, and an expression of pride), and to being a contributing, loyal, and fully aligned, member of the culture.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

VocalCom

JULY 2, 2020

Equipped with the right technology, the agent will be able to get access to the insights required to offer a personalized experience and increase customer satisfaction and loyalty. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

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 66

Surveys Feedback Scripts Customer Service 66

TMP Direct

SEPTEMBER 9, 2021

A 2019 survey found that over 70% of marketers believe email marketing generates ‘good’ or ‘excellent’ returns. A market research firm in 2007 estimated a person living in a city saw nearly 5,000 ads a day. Think tank Statista estimates that 319.6 So don’t hesitate to send that next promotional message out to your base.

Surveys 52

Surveys Advertising Marketing Sales 52

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Here’s what the experts said about customer service in 2018: 1.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Comm100

FEBRUARY 19, 2020

By giving these VIPs a consistent and high-quality experience, such as assigning them to the “personal shopper” representative they worked with last time, you will inspire them to keep using your product or service, and likely spend even more. Recommended for you: 3 Ways to do More with Customer Experience Personalization.

B2C 64

B2C B2B Advertising Accountability 64

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. White papers. As renewal approaches, a customer satisfaction survey may be emailed to the customer or solicited via in-app messages to assess a customer’s propensity to renew. Customer satisfaction surveys. Delivering customer support. Making upsell offers. Blog content.

B2B 119

B2B Journey mapping SaaS Upselling 119

Comm100

JANUARY 14, 2020

This visibility lets them create a cohesive, deeply personalized customer profile that enables higher quality service. According to a survey conducted by UBM, 75% of participants cited having to repeat themselves as their biggest issue when communicating with a brand. This post includes highlights from our Omnichannel white paper.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

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. Welcome to the All New Webex.

Customer Experience 133

Customer Experience Contact Center APIs Analytics 133

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. You wouldn’t talk with your mouth full in person, so there’s no excuse to do so over the phone. The single worst thing a contact center agent can do during a call is eat…”.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

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. What one person considers outstanding work is just average to another.

Contact Center 103

Contact Center Calibration Construction Morale 103

Monet Software

JANUARY 30, 2020

That’s because employee engagement isn’t just that age-old survey topic: employee satisfaction. How many times has a prospective agent said they’re interested in the position because they’re a “people person”? Get Personal. The “extra something” employees see in the job is what elicits loyalty and involvement. Still stumped?

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

Customers That Stick

SEPTEMBER 18, 2014

A recent study by Bond Brand Loyalty found that nearly 70 percent of those surveyed said they’d change where they shop because of the presence of a quality loyalty program, indicating that Millennials are highly responsive to retailer loyalty programs. A white paper compiled by PunchTab indicates that many Millennials shop online daily.).

Customer retention 133

Customer retention Surveys Sales Technology 133

Comm100

JANUARY 21, 2020

For a customer who is visiting a second time, or from a specific location, a personalized deal might be offered instead (“see something you like? This post is the second of two that are based on our Omnichannel white paper. Free Download: Customer Engagement 2020 White Paper. White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

Fonolo

JANUARY 10, 2020

He then informs everyone else at the meeting to consider their customer as the occupant of the empty chair, whom he is known to claim the most important person in the room. During these meetings, Bezos is strictly aligned with what customers want (convenience, personalization, choice, etc.) Making your contact center omnichannel ready.

Contact Center 67

Contact Center Call Center Technology Personalization 67

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.) People have less and less time to read newsletters and answer surveys. Bottom Line.

Customer retention 52

Customer retention Brand ambassadors Finance Banking 52