Fonolo

JANUARY 14, 2020

With more than 100,000 visitors a month from over 200 countries around the world, CustomerThink is a hub of resources for the customer support professional. It’s one of our favorite places to learn about every facet of consumer-first business management. Top Pick: Customer self-service and the role of cloud contact centers.

Customer Service 136

Customer Service Contact Center Social Media CX 136

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Author: Jeremy Watkin.

Social Media 345

Social Media VOC VOE Contact Center 345

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Author: Jeremy Watkin.

Social Media 182

Social Media VOC VOE Contact Center 182