Customer Service Life

SEPTEMBER 7, 2018

Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. They have a fun angle on customer satisfaction where customers are invited to rate their experience with the specific agent that helped them. Customers can then recommend that agents be rewarded. Here’s why.

Customer Satisfaction 97

Customer Satisfaction Contact Center Scorecard Customer Feedback 97

Fonolo

SEPTEMBER 6, 2017

Fonolo is excited to return as a sponsor for this year’s Contact Center Demo & Conference, happening September 25-27th at Mandalay Bay in Las Vegas, Nevada. If you’re looking for more information about ICMI Demo, or still need to get tickets, visit icmi.com/contact-center-demo-conference. Plus So Much More!

Contact Center 67

Contact Center NPS Customer Satisfaction Customer Feedback 67

Fonolo

OCTOBER 5, 2021

The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Creating a Customer Service Strategy That Drives Business Growth. You have your NPS.

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

Lumoa

FEBRUARY 7, 2023

The term “Voice” is used in a metaphorical sense, as customers may not express their thoughts and feelings verbally or through traditional feedback channels. VoC delves beyond the surface level of customer feedback to uncover their underlying desires, requirements, and expectations. or is it different?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Experience Investigators

APRIL 23, 2024

Customer Experience Management (CEM) is a strategic approach that focuses on proactively designing and delivering the entire customer journey to meet or exceed expectations. Ultimately, these efforts are prioritized to focus on enhancing customer satisfaction, loyalty, and advocacy in ways that achieve organizational goals.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Customer Service Life

APRIL 27, 2018

As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. Chattermill is a system that allows you to pull customer feedback from NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) surveys into one place.

Contact Center 68

Contact Center Net Promoter Score Machine Learning NPS 68

Fonolo

APRIL 14, 2022

Every year, businesses invest heavily in customer research to find out how consumers perceive them. There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular. This approach allows you to evaluate customer feedback and information to improve your call center.

Net Promoter Score 91

Net Promoter Score NPS Contact Center Customer Satisfaction 91

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Fonolo

APRIL 14, 2022

Every year, businesses invest heavily in customer research to find out how consumers perceive them. There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular. This approach allows you to evaluate customer feedback and information to improve your call center.

Net Promoter Score 67

Net Promoter Score NPS Contact Center Customer Satisfaction 67

Fonolo

MAY 2, 2018

Luckily there are certain “hacks” that can not only help individuals get motivated, but entire teams; especially call center customer service teams since they’re pivotal in establishing and maintaining customer satisfaction. The growing sales and customer satisfaction numbers are sure to reflect that.

Customer Satisfaction 72

Customer Satisfaction Contact Center Sports Innovation 72

Fonolo

MARCH 15, 2018

Unfortunately, the contact center space is one that experiences great churn, making the interview process even more critical. These interview questions work for any level of the hiring hierarchy – contact center managers, supervisors, even call center agents. What’s Inside: What is CSat, NPS, and CES.

Contact Center 57

Contact Center Construction NPS Customer Satisfaction 57

Fonolo

SEPTEMBER 12, 2017

Simply put, replacing hold-time with a call-back is the closest thing to a “magic bullet” that you’ll find in the call center world. 1) Improve Customer Satisfaction. Surveys tell us that customers rank “waiting on hold” as one of their biggest complaints about customer service. Know What Makes Customers Tick.

Net Promoter Score 143

Net Promoter Score Contact Center Social Media Customer Satisfaction 143

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. This omnichannel approach gives companies a chance to have a one-to-one conversation with customers on their chosen platform.

Customer Experience 83

Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 83

Fonolo

NOVEMBER 2, 2021

Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. How Your Brand Voice Can Improve Customer Engagement.

Net Promoter Score 95

Net Promoter Score Customer Service Contact Center E-commerce 95

Fonolo

AUGUST 1, 2017

Customer satisfaction, otherwise known as CSat (when referring to the contact center), indicates overall customer happiness. If your business is experiencing low customer satisfaction scores you might be left scratching your head and asking “Why?” Making the Most of Customer Feedback.

Net Promoter Score 59

Net Promoter Score Contact Center NPS Customer Satisfaction 59

MattsenKumar

FEBRUARY 3, 2023

In this article, we’ll look at the most significant customer experience KPIs for call centers , and how you can use them to track and improve customer service. Here are the 7 Most Important Customer Experience KPIs for Call Centers.

Customer Experience 52

Customer Experience Net Promoter Score NPS Customer Satisfaction 52

Fonolo

OCTOBER 18, 2017

Last month we shared 4 Call Center Reports Worth Your Time. A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Who wrote it: Call Center Week. Other key measures include demeanor (71%) and customer feedback (65%). Where to get it: [link].

Contact Center 117

Contact Center Customer Satisfaction NPS Touchpoint 117

Fonolo

SEPTEMBER 13, 2017

Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. What’s Inside: What is CSat, NPS, and CES. Making the Most of Customer Feedback.

Contact Center 150

Contact Center Social Media Customer Satisfaction NPS 150

Fonolo

OCTOBER 12, 2017

Although you might have a clear plan in place for how to service customers, chances are there’s something you’re missing. The problem is, that most contact centers don’t know which pieces of the puzzle they need to fill. If you utilize these 5 tips on a regular basis, you’ll be sure to keep customers happy. .

Contact Center 91

Contact Center Customer Satisfaction NPS Customer Feedback 91

Fonolo

FEBRUARY 22, 2018

The field of customer service is very close to my heart. As a young student I worked as a customer service representative, and as a “young” professional, I’ve dedicated myself to a solution that improves contact center interactions around the world. Whitepaper: The Contact Center Playbook for Improving CSat.

Customer Service 102

Customer Service Contact Center NPS Customer Satisfaction 102

Fonolo

OCTOBER 4, 2017

Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. What’s Inside: What is CSat, NPS, and CES. Making the Most of Customer Feedback.

Contact Center 173

Contact Center Legal Gaming Customer Satisfaction 173

Fonolo

SEPTEMBER 25, 2018

It’s not surprising that customer satisfaction rates in Japan are among the highest in the world. The United Arab Emirates (UAE) noticed an important gap in customer service standard regulation. Whitepaper: The Contact Center Playbook for Improving CSat. What’s Inside: What is CSat, NPS, and CES.

Customer Service 110

Customer Service Hospitality Hospitality Contact Center 110

Fonolo

OCTOBER 17, 2017

On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country. Year over year, the Canadian call center community continues to show tremendous growth. Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction.

Contact Center 57

Contact Center NPS Customer Satisfaction Customer Feedback 57

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. Bad experiences have a steep cost: 62% of customers will consider switching to a competitor. Our favorite chart: The US Contact Center Decision-Makers’ Guide.

Social Media 89

Social Media Contact Center B2C Customer Satisfaction 89

Fonolo

AUGUST 29, 2017

These solutions ensure that the customer is only a click away from help, which improves the experience and lowers customer effort. Another fundamental way to keep customer effort down and satisfaction up is by implementing a call-back feature within your mobile app. What’s Inside: What is CSat, NPS, and CES.

Customer Service 91

Customer Service Contact Center Customer Satisfaction NPS 91

Fonolo

OCTOBER 5, 2017

Chatbots for Contact Centers. More and more contact centers will start adopting this approach for customer service. Does that mean the rising use of bots will replace the need for contact center agents? I suggest getting familiar with chatbots and trying it out for your own contact center.

Contact Center 75

Contact Center Retail NPS Customer Satisfaction 75

Aquire

JULY 5, 2021

Generally, customer service KPIs can be useful for: Strategic opportunity: what to improve in your product, CS processes, and more. Customer satisfaction: how strong your company’s relationships with customers are. It’s down to you to use each customer service performance metric in a way that works best for your business.

Net Promoter Score 80

Net Promoter Score Customer Service Social Media NPS 80

Fonolo

AUGUST 10, 2017

Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. What’s Inside: What is CSat, NPS, and CES. Making the Most of Customer Feedback.

Customer Service 97

Customer Service Contact Center NPS Customer Satisfaction 97

Fonolo

AUGUST 22, 2017

Reddit , the popular site best known for viral memes and gifs, has a number of threads dedicated to the contact center. In these ingenious forums, veteran call center employees share tricks of the trade, words of wisdom, and general hacks that have helped them to enjoy working in this environment.

Contact Center 124

Contact Center Outlook Customer Satisfaction NPS 124

Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Customers expect nothing less.

Contact Center 140

Contact Center VOC Social Media AI 140

Fonolo

AUGUST 31, 2017

What’s funny is that with all the resources we have at hand, our customers can actually be the most insightful. By examining conversations with your customers you may be able to uncover new ways of succeeding. The contact center is a great place to gather such invaluable intel. Making the Most of Customer Feedback.

Contact Center 89

Contact Center Customer Satisfaction NPS Engineering 89

Experience Investigators

FEBRUARY 1, 2022

Without coalitions across the organization , CX leaders are often left with the role of collecting customer feedback and reporting on it, but unable to create the changes needed to act on customer needs. Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

MattsenKumar

JUNE 11, 2021

It can be over a call, through an email, or events where customers were unable to reach a support agent because of: Poorly optimized IVR. Here’s how organizations can identify areas for support quality improvement: Seek Customer Feedback: Listening to it firsthand from customers is perhaps the best idea.

Customer Service 52

Customer Service Contact Center E-commerce Net Promoter Score 52

Fonolo

AUGUST 8, 2017

Customers are four times more likely to use a company less frequently, or stop doing business with the company altogether, when they perceive that they have to put more effort into resolving an issue than a company does. Therefore, almost every mistake CAN be fixed with enough care and empathy on the part of your contact center agents.

Contact Center 64

Contact Center Social Media Customer Satisfaction NPS 64

Fonolo

FEBRUARY 8, 2018

Whitepaper: The Contact Center Playbook for Improving CSat. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. What’s Inside: What is CSat, NPS, and CES. Making the Most of Customer Feedback. Plus So Much More!

Contact Center 65

Contact Center Customer Experience NPS Customer Satisfaction 65

Fonolo

OCTOBER 26, 2023

A study from the MIT Sloan Review found that customer service expectations had two levels: desired (what the customer hopes to obtain) and sufficient (what the customer would find acceptable). In a nutshell, customers expect companies to communicate with them on their preferred channel, be it in person, online, or on the phone.

Customer Expectations 81

Customer Expectations Social Media Contact Center Customer Service 81

Fonolo

MARCH 29, 2018

Whitepaper: The Contact Center Playbook for Improving CSat. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. What’s Inside: What is CSat, NPS, and CES. Making the Most of Customer Feedback. Plus So Much More!

Contact Center 100

Contact Center Construction NPS Retail 100