CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service?

VOC 182

VOC Contact Center Net Promoter Score NPS 182

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service?

VOC 174

VOC Contact Center Net Promoter Score Customer Satisfaction 174

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

CSAT.AI

APRIL 5, 2023

Customer Experience (CX) : Customer opinion of experience with a brand Customer Journey: The path a customer takes whether in a single purchase or across the entire experience from potential customer to customer to long-term loyalty. Are you ready to evolve your customer support ?

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Lumoa

FEBRUARY 7, 2023

In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? How do you collect VoC data? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Taylor Reach Group

JUNE 11, 2018

Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. Below, you will find Call Center Statistics related to the various Contact Center channels.

Contact Center 50

Contact Center Social Media E-commerce VOC 50

Execs In The Know

MAY 2, 2022

A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. Don’t Overthink or Overspend: Keep Your Focus on What Impacts Customer Loyalty. Get Smart About VoC and Business Intelligence. Reassess Your KPIs & Rebuild Your Journey Maps.

CX 97

CX VOC Customer Journey Map Contact Center 97