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

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

CSAT.AI

APRIL 5, 2023

Customer Retention: A company retains customers by getting them to be repeat buyers and become loyal to the brand often by providing great customer experience and/or great prices. Survey : A questionnaire sent to the customer, often after resolution or service, to gauge customer satisfaction with the support received.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Customer Service Life

AUGUST 22, 2019

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. Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience?

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106