Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The Secret Sauce for Increasing Customer Happiness.

Customer Service 167

Customer Service Social Media Start-ups Technology 167

Fonolo

FEBRUARY 2, 2023

Customers are looking for faster results without sacrificing quality of service. While robots and AI aren’t quite ready to take the reins of customer calls, they are more than capable of assisting your call center agents in their daily work to create a friction-free experience for your customers. Read on to find out!

Contact Center 140

Contact Center Sentiment Analysis AI Machine Learning 140

Fonolo

JULY 20, 2021

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Callers will use either a dial pad or tap-button options ( Visual IVR ) to connect with an appropriate agent or department to address their needs. Test your IVR menu.

Contact Center 142

Contact Center Technology Technology Customer Satisfaction 142

Experience Investigators

JULY 20, 2021

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! Typically, this means collecting customer feedback. All good so far, right?

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Beyond Philosophy

JANUARY 12, 2022

Proactive is a key word for me for the future of experiences and customer strategy. Anticipating the needs of your customers is going to be the next level of exceeding their expectations. However, to be proactive, you need to add a new voice into the mix with the “Voice of the Customer (VoC).”

VOC 78

VOC Contact Center Start-ups Technology 78

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. So… What can companies do to improve their voice of the customer success?

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Experience Investigators

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You started by defining what customer experience success meant to your organization. . How did this happen?

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Customer Experience 83

Customer Experience Predictive Analytics Close the Loop CX 83

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. One of the best analysis techniques available is the voice of customer (VoC) template. Business owners have always sought out customer opinions.

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. Before reporting to engineering we get a sense of how many customers are impacted by the issue. Upon realizing the wide impact, the question that inevitably arises is: How did it take the customer support team so long to discover this issue?

Contact Center 130

Contact Center Text Analytics Engineering Social Media 130

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. Conduct in-depth customer interviews. Aim to be anticipatory.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Experience Investigators

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. Take a walk in the customer’s shoes. They are change agents.

CX 133

CX Social Media Contact Center Customer Journey Map 133

Fonolo

JANUARY 23, 2023

It’s a terrible experience for both the customer and the business. Your customers have opinions on your service, and if they’re unhappy, they will take to social media without hesitation to voice their frustrations. There, you can see live tweets of customer complaints as they wait on hold. And trust us, it isn’t pretty.

Gaming 132

Gaming Social Media Customer Satisfaction Government 132

Customer Service Life

JULY 23, 2021

It got me thinking about customer service and how, when working with customers, we may not always know what will happen and we need to be ready for anything. What is in my Customer Service “Oh Sh*t Kit” may be different than yours, and that’s great. What’s in your Customer Service Oh Sh*t Kit ?

Customer Service 132

Customer Service Education Customer Feedback CX 132

Fonolo

NOVEMBER 17, 2020

We had to listen. Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. The Voice Channel Strikes Back. The Great Contact Center Diaspora.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. I’m an inventor Is no-one listening?

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

Fonolo

OCTOBER 21, 2021

Emotional intelligence has always been a hot topic in the customer service world. The question is, can call centers improve agents’ emotional intelligence through training and employee engagement strategies ? All it takes is one bad customer service experience to lose a customer. DID YOU KNOW? US businesses lose $1.7

Contact Center 177

Contact Center Customer Service CX Start-ups 177

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

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. We are going the cover the following points- What is inbound call center software?

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

Sprinklr

OCTOBER 13, 2021

If not, you risk off-brand messaging, missed opportunities to connect with customers, and a disconnected experience for customers and your brand representatives alike. First, they need to listen and understand what customers and prospects are saying about their products and services. Monitor your competitors.

Social Media 101

Social Media CXM Social Listening Compliance 101

ECXO

JUNE 11, 2023

Is your customer data out of date? Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. A persona is an archetype of your ideal customer. You will need to analyse real-world customers to get to the actionable insight you need.

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Fonolo

NOVEMBER 24, 2021

Contact centers face constant shifts like any industry, with contact center trends reporting more remote call centers and a heightened need for customer intelligence and improved work environments. IVR links your customer to the information they need. Many call center IVRs take up a lot of time and frustrate customers.

Contact Center 87

Contact Center Customer Satisfaction Technology Technology 87

Fonolo

APRIL 18, 2023

There’s a lot to learn, but these sophisticated new tools can improve your operations in so many ways. Real-time agent assist helps agents understand customers’ emotions. Chatbots and call-backs create rewarding self-service experiences for customers. Is your contact center staying on top of advancements in AI and automation ?

Contact Center 81

Contact Center Machine Learning Sentiment Analysis Data Entry 81

Execs In The Know

OCTOBER 4, 2023

In a world filled with buzzwords and corporate slogans, there’s a week that deserves our attention for all the right reasons—Customer Service Week. This annual celebration recognizes customer support’s important role in our everyday lives. Customer Service Is the Frontline: Imagine a company as a fortress.

Customer Service 52

Customer Service Customer Loyalty Customer Satisfaction Customer Feedback 52

Fonolo

SEPTEMBER 30, 2022

A new hire who is experienced in face-to-face customer service might not fare as well over the phone at first. There are many types of skills that will come in handy in the call center, so we’ve compiled our top picks for improving contact center performance: Communication and tone. It’s up to the employer (that’s you!)

Contact Center 81

Contact Center Gaming Customer Satisfaction Customer Experience 81

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly.

Customer Feedback 83

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 83

Ameyo Callversations

FEBRUARY 16, 2022

Customer engagement is a tricky business. Organizations now use multiple tools to communicate with customers according to their preferences. Yet, these messages sometimes fail to show drastic improvements in the engagement metrics. A service center that responds after the customers are already irked does not work either.

Social Media 98

Social Media Customer Satisfaction Touchpoint Sales 98

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. The solutions are all based on a customer’s specific preferences, behaviors, and needs.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Fonolo

OCTOBER 15, 2020

Are you truly listening to your customers? Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. #CX How Can Employees Affect Customer Perception?

Contact Center 144

Contact Center Omnichannel Business Growth Technology 144

Sprinklr

AUGUST 12, 2021

However, despite these challenges, it’s more important than ever to invest in social selling strategies to help your financial advisors engage customers across these digital channels. The benefits are clear: new business growth, increased competitive advantage, and an improved customer experience across all touchpoints.

Social Media 111

Social Media Education Sales Compliance 111

Beyond Philosophy

JANUARY 12, 2022

Goebel’s article, “ It’s Time for the VoC to Get a Little Brother: The Voice of the Product,” introduced the idea of the Voice of Product (VoP) to us. We discuss how the VoP can change how experiences occur in the future and why it should be a significant part of your customer strategy today.

VOC 78

VOC Management Consulting Technology Technology 78

Aquire

JANUARY 12, 2022

With social media getting increasingly popular by the day, providing customer service on Instagram gives you more opportunities to connect with customers — both existing and potential — than ever before. Why provide customer service on Instagram? Because of this, it’s now one of the top customer service trends.

Social Media 98

Social Media Customer Service Retail CRM 98

Fonolo

AUGUST 24, 2021

Customer experience. Visual IVR , Voice Call-Backs , and Smart Routing are all great tools to decrease call volume, improve customer satisfaction, and in turn, improve agent productivity and overall work experience. Here are some tips to improve your call center environment: 1. Open communication.

Contact Center 148

Contact Center Technology Technology Education 148

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. What is affecting one will affect the other. And guess what?

VOE 148

VOE VOC CX CEM 148