Fonolo

SEPTEMBER 28, 2022

An after-call survey is a series of questions requesting customer feedback right after an interaction. The value is in the timing—customers will give the most accurate accounts of their service experiences shortly after they’ve happened. Here are some more tips for writing a solid after-call survey. Keep that in mind.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this?

Contact Center 62

Contact Center Predictive Analytics Artificial Intelligence CRM 62

Comm100

JANUARY 11, 2023

According to a study on chatbot impact , overall market preference for chatbots as the primary mode of communication for customer service now sits at 45%. Healthcare: 10%. Younger generation increasingly prefers customer service automation. Customers look for 24/7 convenience. Travel: 16%. Education: 14%. Finance: 5%.

Customer Service 87

Customer Service Healthcare AI Artificial Intelligence 87

Zendesk

MARCH 24, 2021

High-performing teams have agents who are driven by helping people and interacting with customers. Try asking a few interview questions for hiring great customer service reps during your next candidate interview. Developing a contact center culture based on issue resolution, not call length.

Customer Service 98

Customer Service Social Media AI Omnichannel 98