Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. For support leaders watching the world of customer support transform, it’s natural to feel ill-equipped for this new era.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Execs In The Know

OCTOBER 7, 2022

You entrust them with your most precious asset – your customers. So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. Although these relationships are critical, only 46% of executives surveyed are satisfied or very satisfied with their outsourcers’ performance.

Scorecard 98

Scorecard Government Contact Center CX 98

SurveySensum

JANUARY 9, 2024

In this digital age of customer shopping behavior, customer experience is not JUST a desirable outcome – it’s CRITICAL to your business’s success. I believe that today’s consumers are more attentive to the quality of the service they receive rather than the product itself. CSAT score.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

MattsenKumar

JULY 31, 2023

The financial technology (FinTech) industry has developed rapidly in recent years, providing innovative and convenient solutions for customers. As the competition increases, it becomes increasingly essential for FinTech companies to deliver a customer-centric experience.

Social Media 52

Social Media Customer Feedback Customer Satisfaction Customer Relationship Management 52

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. Follow our simple three-step strategy for developing winning customer success plans: Agree on mutual goals with your customer. Here are some tips on how to put these steps into practice and become a success partner for your customers.

Customer Satisfaction 127

Customer Satisfaction Customer Service 127

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Outlook 113

Outlook Innovation Omnichannel Education 113

Hodusoft

APRIL 26, 2023

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Don’t measure anything unless the data helps you make a better decision or change your actions.” Metrics enable you to measure so that you can learn and fix. Read on to gain valuable insights.

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service Customer Experience 52

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. This can lead to cost savings in staffing expenses.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Callminer

AUGUST 1, 2017

Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Nahabat Shanza. Markus Linder. Brett Remington. Tsahi Levent-Levi.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Is Your Voice of the Customer Data Failing to Deliver Change? Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. You’re Not Alone.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Totango

SEPTEMBER 23, 2021

In this post, we’ll focus on this important customer satisfaction metric. We’ll define what it is and how it contrasts with another popular key performance indicator, NPS. We’ll discuss how to measure CSAT within the context of your customer lifecycle. What Is CSAT? CSAT Versus NPS.

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Retention 98

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Net Promoter Score 75

Net Promoter Score Invoicing NPS B2B 75

Helpt

FEBRUARY 14, 2024

This blog post will illustrate the basics of DDDM, tracing the transition from traditional decision-making approaches to the data-centric ones in place today. It's the foundation of data analysis, involving the use of key performance indicators (KPIs) and other metrics. It involves more in-depth data mining and correlations.

Machine Learning 52

Machine Learning Social Media Data Mining Artificial Intelligence 52

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. A salary-only CS compensation plan will not provide additional motivation for your team members to meet or exceed your basic performance standards, nor will they be impacted if they under-achieve. Let’s take a look at four important factors. .

Net Promoter Score 84

Net Promoter Score NPS Sports Actionable Insights 84

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Nick jokes, “it is by far one of the most difficult things in the world.”

Customer Journey Map 80

Customer Journey Map NPS Touchpoint Start-ups 80

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. So, what measures are you taking to hit the bullseye?

Customer Satisfaction 52

Customer Satisfaction Social Media Customer Relationship Customer Retention 52

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Compliance Social Media AI 52

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

AI 94

AI Engineering Business Growth Customer Acquisition 94

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Hodusoft

NOVEMBER 30, 2023

Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent? A high call abandonment rate may lead to customer churn, increased operational expenses, and low revenue. Also, a high call abandonment rate is 10% or more.

Customer Satisfaction 59

Customer Satisfaction Technology Technology Actionable Insights 59

Fonolo

AUGUST 15, 2023

Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. You might think a simpler measurement like “call per hour” would answer this same question. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time).

Contact Center 67

Contact Center Event Planning Technology Technology 67

SurveySensum

FEBRUARY 27, 2024

Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty. Improved Customer Satisfaction: According to a Gallup study, companies with satisfied and engaged employees have 20% more sales.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. Because of this, customer success compensation structures have evolved over the past several years to be more heavily focused on bonuses and other incentives like stock or equity options. Let’s take a look at four important factors. .

Net Promoter Score 74

Net Promoter Score NPS Sports Actionable Insights 74

Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . Enhancing customer satisfaction and sales .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Provide Support

APRIL 7, 2020

That is why it is important to get information about your live chat customer service team performance and make improvements based on it. Published in Provide Support Blog , 2020. The post How to Measure your Customer Service Team Performance appeared first on Live Chat, Customer Service Blog | Provide Support.

Customer Service 59

Customer Service 59

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

Totango

SEPTEMBER 1, 2022

The traditional fixed quarterly review is being replaced by real-time performance monitoring and artificial intelligence data analysis, enabling you to stay engaged with clients between scheduled reviews. An analysis of factors contributing to performance, particularly any causing gaps between goals and performance.

Customer Journey Map 97

Customer Journey Map Artificial Intelligence Net Promoter Score AI 97

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play.

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Totango

AUGUST 5, 2022

Asking the right questions is key to effectively using this powerful customer success tool. Information about the client’s products and services, features, and benefits. Identification of the client’s goals and KPIs used to measure progress. What Is a Client Onboarding Questionnaire? An analysis of the client’s workflow.

B2B 83

B2B Customer Journey Map Sales Start-ups 83

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. We’ll also provide useful insights into best practices for leveraging this strategy so that you can make decisions about improving your CX team’s performance now and into the future.

CX 64

CX Technology Technology Construction 64

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. We’ll walk you through a five-step strategy to promote customer success using playbooks. What Is a Customer Success Playbook?

Customer Retention 86

Customer Retention Construction Touchpoint Gaming 86

Logicalware

FEBRUARY 20, 2024

In our recent blog post, “ Mastering Conversation Orchestration for Enhanced Customer Experience, ” we explored the fundamentals of orchestrating conversations to create seamless customer experiences. And that’s where customer journey orchestration comes into play. This can damage the customer experience.

Omnichannel 52

Omnichannel Social Media Touchpoint Start-ups 52

Execs In The Know

APRIL 7, 2024

By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Net Promoter Score 96

Net Promoter Score Customer Acquisition NPS Customer Journey Map 96

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

AI 74

AI Customer Service Technology Technology 74

SurveySensum

OCTOBER 26, 2023

Paul’s online handcrafted jewelry store started seeing a decline in customer satisfaction and repeat purchases. So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Why should you Measure Customer Satisfaction?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Customer Loyalty 52