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

MAY 24, 2018

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. Conduct customer surveys (find the root cause of long hold times). How can this be done?

Call Center 87

Call Center Benchmark Metrics Analytics 87

Beyond Philosophy

JANUARY 23, 2021

One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. Complete this short survey. Please tell us how we are doing!

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Fonolo

JUNE 14, 2018

Offering technology that eases the lives of customers, and acknowledges their increasingly mobile, digital lives: Providing online self-service; the ability to review your business efficiently via short online surveys; and offering chatbots for Q&As are a handful of ways to adapt your business to emerging digital channels.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

ShepHyken

NOVEMBER 24, 2017

Then try asking them, through a survey. Brooke Harper is a seasoned writer and sales consultant and has written hundreds of articles and white papers covering all aspects of B2B sales, phone marketing, and advanced sales strategy. Not sure where your customers go when they’re online? Communication is key to great service.

Customer Service 225

Customer Service B2B B2C Accountability 225

Fonolo

NOVEMBER 29, 2017

Only 29% of those surveyed say they could measure the return “well”. According to the State of Customer Service , the ability to calculate the return on investment from customer care is a weak point. The chart below indicates the inability of companies to measure successful ROI against a customer service initiative.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Contact Center Pipeline

MARCH 19, 2019

You can view our Directory Listing of products and services, check out our White Papers and view our latest Research Reports (we will have the results of two new surveys coming out soon: […]. As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website.

Contact Center 124

Contact Center Surveys Call Center 124

Beyond Philosophy

OCTOBER 11, 2019

For example, one concern raised in employee surveys is that with the company changes, employees don’t feel “up to speed” with the company direction. “We RICOH Canada also engages in Verbatim Zone Employee Engagement surveys. If you want to read more about RICOH Canada, please download our White Paper Case Study on their performance.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

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

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

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. In this white paper we focus on the information made available to contact center agents.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

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.

Call Center 345

Call Center Banking Contact Center Accountability 345

Fonolo

JUNE 20, 2018

Grow stronger with surveys: Make customer feedback surveys a bigger deal. If you require a deeper dive into ramping up your CX regimen, be sure to check out our recent white paper which gives a play-by-play of the CX trends for the year. White Paper: CX Trends You Need to Watch in 2018.

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

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

CSM Magazine

JANUARY 15, 2025

Possible Reasons Your Customer Stopped Responding Abruptly Based on general consensus and a detailed analysis of over a dozen surveys, insights, and case studies, we have uncovered six reasons behind abrupt customer silence: Unresolved issues: If you havent fixed their problem, theyre not going to keep talking.

Chatbots 52

Chatbots Sales Customer retention Personalization 52

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

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

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

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

ConvergeOne

SEPTEMBER 6, 2022

VOC initiatives usually include customer surveys that go deeper and wider than traditional CSAT ratings. These surveys achieve a better response rate by ensuring that questions are highly targeted and relevant to the individual customer contact being surveyed. Download the full white paper below. Can’t wait?

Gamification 73

Gamification Interactive Voice Response Management Surveys 73

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. Download our white paper on The New NPS Best Practices.

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

Surveys 84

Surveys Feedback Scripts Customer Service 84

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. 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

ConvergeOne

NOVEMBER 1, 2022

Uptime Institute’s 2022 Data Center Resiliency Survey reported that 80% of data center managers and operators have experienced some type of outage in the past three years, and the proportion of outages costing more than $100,000 has soared in recent years. Download the full white paper.

Construction 79

Construction Surveys Marketing Technology 79

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

FEBRUARY 6, 2020

Do Survey Customers Through SMS. By conducting SMS polls and follow-up surveys, you’ll give them a neutral platform where they are more likely to tell you how satisfied they were with your service. This white paper explores key areas that are sure to shake up the industry. Making your contact center omnichannel ready.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

Talkdesk

DECEMBER 1, 2020

Feedback: How an organization delivers customer surveys, collects responses, and analyzes and implements changes based on results. Reporting & Analytics: How an organization analyzes real-time and historical data to drive decisions and generate better business outcomes.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! This week it’s all about surveys. The post Know Your Survey: Voice of Customer and Market Research appeared first on CustomerGauge.

Surveys 72

Surveys Marketing Benchmark Best practices 72

Connecting the Dots

OCTOBER 21, 2024

Download the PDF version of this White Paper By: Marc Grainer, Charles H. However, based on the 2013 National Customer Rage (hereafter, Customer Rage) survey,2 which followed the basic methodology of the original U.S. Office of Consumer Affairs survey, complainant satisfaction is lower today than in 1976. In our 2013 U.S.

Complaint resolution 62

Complaint resolution Consulting Consulting Surveys 62

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

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

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. To learn more about how to create a customer-centric organization read our white paper .

Customer Experience 73

Customer Experience Customer centricity contact center solutions Contact Center 73

TMP Direct

SEPTEMBER 16, 2021

Consumers input basic yet important information into a short form and click a button — either to contact you, download a white paper, sign up for a webinar, register for a free trial service or other such offering. Just like cold calling, email marketing is a tried-and-true classic.

B2B 96

B2B B2C Chatbots Advertising 96

Comm100

MAY 20, 2020

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. White Paper. Take it up a gear, and automatically route a chat based on the visitor’s location, source, navigation and purchase history, and much more. Download Now.

Multichannel 64

Multichannel Customer Service Wait times CRM 64