Fonolo

DECEMBER 17, 2019

Modern consumers are no longer willing to accept poor customer service. In fact, more than 80% of customers now say the experience a company provides is as important as its products. It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace.

Contact Center 76

Contact Center Social Media Omnichannel AI 76

Fonolo

SEPTEMBER 7, 2017

And as you know, a happy customer is the result of having positive experiences with your business, which leads to increased customer satisfaction and ultimately revenue generation. While CSat tells you how happy customers are, NPS measures customer loyalty, and CES helps you understand where grievances lie.

Customer Satisfaction 111

Customer Satisfaction Net Promoter Score Contact Center NPS 111

Customer Service Life

AUGUST 22, 2019

To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times. And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Why Team Customer Service Goals Important are — and Why Call Center Agents Need to Be Involved.

Customer Service 81

Customer Service Net Promoter Score Contact Center Finance 81

Uniphore

NOVEMBER 11, 2021

Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Finance 130

Fonolo

NOVEMBER 30, 2021

Over the last few years, the retail industry has undergone many drastic changes, and therefore, so has the world of the retail contact center. If you were a brick-and-mortar-only business pre-pandemic, chances are you quickly pivoted to provide online shopping options for your customers. Not sure how? Follow these 6 steps.

Retail 87

Retail Customer Service Net Promoter Score Contact Center 87

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Why Team Customer Service Goals Important are — and Why Call Center Agents Need to Be Involved.

Customer Service 67

Customer Service Net Promoter Score Contact Center Finance 67

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 to build a customer service strategy.

Net Promoter Score 95

Net Promoter Score Customer Service Contact Center E-commerce 95

Ameyo Callversations

APRIL 21, 2022

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. This facility may be owned entirely by the organization or (as many companies prefer today) may be outsourced to a contact center operator.

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win.

Contact Center 121

Contact Center AI Technology Technology 121

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.

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

CSAT.AI

APRIL 14, 2021

Instead, gain ground managing hybrid contact centers. For many, being a customer service agent is their first job. CX Pro Managing a Hybrid Contact Center Remotely. A year of pandemic effects has changed the contact center, likely permanently, to a hybrid model. New Workers. Female Workers.

Contact Center 52

Contact Center CX NPS Customer Service 52

Customer Service Life

MAY 21, 2018

The first was to gauge our quality performance across all of our programs and the second was to be a thought leader in the customer experience space — working to promote best practices in our approach to customer satisfaction (CSAT) survey results and share valuable insights with clients. Average Handle Time (AHT).

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

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. Chattermill.

Contact Center 68

Contact Center Net Promoter Score Machine Learning NPS 68

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

SEPTEMBER 25, 2018

As in any field, it’s important to be aware of key trends and best practices in customer service to ensure that you are delivering an experience that is on par with the best players in the game. A company’s CS standards can set them apart if they always aim to go above and beyond for customers. And: The more unique, the better.

Customer Service 110

Customer Service Hospitality Hospitality Contact Center 110

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

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Peter Lavers @ ThinkCX .

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Top Contact Center Trends 2021. The 4 Most Important Call Center Agent Performance Metrics.

Net Promoter Score 148

Net Promoter Score Contact Center NPS Customer Satisfaction 148

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. Walking in The Shoes of Your Customers | Nigel T Packer.

Customer Service 102

Customer Service Contact Center NPS Customer Satisfaction 102

Lumoa

FEBRUARY 7, 2023

With a well-designed VoC program in place, businesses can gain a competitive edge by focusing their efforts on the areas that matter most to their customers, ultimately driving customer satisfaction, loyalty, and growth. Examples of VoC There are so many different ways customers can share information about what they want.

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Uniphore

DECEMBER 17, 2021

And it’s not hard to see why—Conversational Automation can simplify, streamline and speed up complex, time-consuming customer service processes, improving customer satisfaction (CSAT), net promoter score (NPS) and other key metrics. Create a positive, frictionless customer experience.

Net Promoter Score 130

Net Promoter Score Compliance Contact Center NPS 130

CommBox

JUNE 25, 2023

But what about the world of customer service? Is there a fundamental principle that governs how businesses address the ever-growing volumes of customer communication? It’s a straightforward equation: more customers being served with a high level of service means more agents are required. Indeed, there is.

AI 52

AI Customer Service Net Promoter Score Contact Center 52

Fonolo

JULY 13, 2023

In customer service, this means being totally focused on the words your customer is saying, understanding what those words mean and responding in a manner that makes them feel heard and validated. The more empathy you have with your customers, the more they will value their relationship with you - and your products.

Customer Service 67

Customer Service Contact Center Social Media Start-ups 67

Execs In The Know

JANUARY 26, 2024

In November 2023, we surveyed credit card customers in the United States (U.S.) to query them about their satisfaction when they required support. The research included responses from an online survey of 836 credit card customers in the U.S. Agent knowledge has the strongest relationship with satisfaction.

Net Promoter Score 52

Net Promoter Score Key Driver Analysis NPS Contact Center 52

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 same is true within any call center or workplace.

Customer Satisfaction 72

Customer Satisfaction Contact Center Sports Innovation 72

Fonolo

AUGUST 10, 2017

Whether you’re a customer service director, manager, or representative, reading a few good words of wisdom always seems to help inspire your next course of action. Let’s take a moment to read through our picks of the 5 most useful quotes for customer service professionals: 1. Making the Most of Customer Feedback.

Customer Service 97

Customer Service Contact Center NPS Customer Satisfaction 97

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

MattsenKumar

JUNE 11, 2021

Customer service is a dominant component of a business; it directly affects revenue, brand reputation, customer lifetime value, and future growth prospects. With the changing trends and evolving customer expectation, offering relevant customer service is a prevalent challenge.

Customer Service 52

Customer Service Contact Center E-commerce Net Promoter Score 52

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. Clients are seeking contractual metrics focused on Customer Satisfaction (CSAT), Net Promoter Score (NPS) and First Contact Resolution (FCR). By: Colin Taylor. The Status Quo.

Contact Center 60

Contact Center Net Promoter Score NPS Invoicing 60

Fonolo

AUGUST 29, 2017

A mobile application is essential for a multitude of reasons, namely to support customer service and enhance the experience. Here are 4 ways your mobile app helps to prevent customer service disasters: 1. Keeps Customers Connected Throughout Space and Time. What’s Inside: What is CSat, NPS, and CES.

Customer Service 91

Customer Service Contact Center Customer Satisfaction NPS 91

Fonolo

NOVEMBER 18, 2021

Creating a Customer Service Strategy That Drives Business Growth. You might gush about your experience and recommend their services to a friend. Net promoter score (NPS) is a metric that measures customer experience and loyalty. Contact centers measure NPS by giving their customers a survey.

Net Promoter Score 87

Net Promoter Score NPS Contact Center Construction 87

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

Lightico

SEPTEMBER 14, 2021

Today, customers rightly expect to be able to complete transactions remotely, securely and efficiently from anywhere. As customers push for easier, remote transactions, there have been heightened concerns about the legitimacy of contracts and services that have been secured — especially with only verbal consent.

Compliance 52

Compliance Contact Center NPS Customer Satisfaction 52

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

Fonolo

APRIL 5, 2018

This principle also applies to the relationship between a customer and a customer service or sales representative. Behind every customer call is a real person, looking for guidance or a solution to a problem. Customers Want to Truly be Heard and Understood. Customers shouldn’t be rushed.

Customer Service 90

Customer Service Contact Center NPS Customer Satisfaction 90