Fonolo

NOVEMBER 8, 2022

The Contact Center Guide to Managing Spikes in Call Volume. Understand Customer Behavior. Gather your customer data and really dig into their behavior and expectations. Auditing your contact center tools and software can also help improve FCR. What is First Contact Resolution in Call Center Metrics?

Contact Center 156

Contact Center Start-ups Technology Technology 156

Fonolo

DECEMBER 16, 2021

If you’re not leveraging your social media channels to engage and support your customers, now is the time to start. Keep reading to discover the essential role this tool can play in your contact center’s success. Why every business needs a customer service strategy. .

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

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

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them.

Contact Center 91

Contact Center Customer Satisfaction Sentiment Analysis Artificial Intelligence 91

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? Learn more about Balto AI’s solutions here.

Contact Center 62

Contact Center Predictive Analytics Artificial Intelligence CRM 62

Fonolo

JANUARY 31, 2022

When we hear the word “productivity”, we often picture the volume of work a contact center agent can get done in their day. This may have been a good indicator of success a few decades ago, but today’s experts agree that delivering a quality customer experience carries more weight than the amount of time spent on the phone.

Net Promoter Score 87

Net Promoter Score Contact Center Social Media NPS 87

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

Taylor Reach Group

AUGUST 26, 2020

In today’s contact centers the concept of First Contact Resolution or FCR for short, is well known. And many understand the value of high FCR scores both in terms of customer satisfaction and loyalty as well as reduced operational costs. Most contact center want to improve on this element, but how?

Contact Center 121

Contact Center CRM Voice of the Customer Customer Satisfaction 121

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42

Customer Service Life

JUNE 8, 2020

Not only can you understand what customers are calling about, but you can better understand what’s driving satisfaction and dissatisfaction. Check out this article on the CX Accelerator blog with 10 Ways to Listen to Customers Without Surveys. What’s your take on customer surveys?

Contact Center 114

Contact Center CX Customer Survey Customer Service 114

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%). Know What Makes Customers Tick.

Contact Center 117

Contact Center Customer Satisfaction NPS Touchpoint 117

Lumoa

FEBRUARY 7, 2023

Here are 6 ways you can collect VoC data: Customer Surveys: often what most people think of first when it comes time to collect feedback. Customer surveys include customer satisfaction surveys, NPS, and long-form questionnaires. This makes it impossible to understand what’s really happening.

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Fonolo

MARCH 1, 2018

Let’s apply the same concept to the contact center. Some contact centers operate the same way, year after year, offering their services via the same channels, with no interest in making changes or improvements. What does your call center lack? What have customers been complaining about? Contact Center KPI’s.

Customer Service 70

Customer Service Contact Center Customer Survey Customer Feedback 70

Experience Investigators

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. CEM is no different, but tracking metrics alone is not a strategy. However, feedback alone cannot direct a strategy.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

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. Understanding Industry Benchmarks.

Contact Center 89

Contact Center Customer Satisfaction NPS Engineering 89

Hodusoft

OCTOBER 7, 2022

Call routing, also known as automatic call distribution, is a useful feature of contact center software that automatically places incoming calls in a queue and routes them to an agent or a self-service menu, depending on predetermined parameters. Conduct customer surveys to evaluate the customer service experience.

Contact Center 52

Contact Center Artificial Intelligence Machine Learning CRM 52

Customer Service Life

MARCH 15, 2019

This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. Contact center agents might also be assisting in this work every time they apply a canned response or macro to a ticket or a chat.

AI 63

AI Machine Learning CX Net Promoter Score 63

Fonolo

JULY 5, 2022

That’s valuable data you can use to do better with difficult customer support issues. Other targets might include loyal or high-paying customers or first-time callers. Many contact centers use targeted monitoring to create agent quality scores. Inform your quality assurance strategy with valuable customer feedback.

Net Promoter Score 81

Net Promoter Score Customer Satisfaction Contact Center Compliance 81

CSAT.AI

APRIL 5, 2023

User Experience (UX): A customer’s overall experience with a business that involves every aspect of interaction with a product or service offering. Voice of Customer (VoC): VoC represents the voice of the customer collected through customer surveys, feedback and other methods.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

CSAT.AI

OCTOBER 13, 2020

Already stressed customers would have been further pushed to their limits. Interactions LLC conducted customer surveys in 2020 that revealed general support for AI and robotics. He answered: “There’s a ton of intrigue around AI among contact center and customer experience leaders.

AI 52

AI Machine Learning Customer Service Artificial Intelligence 52

Customer Service Life

AUGUST 26, 2019

Looking back on quarter two, the nonstop movement in the contact center technology space continues. Analytics around customer service conversations and specifically around quality and customer sentiment continues to be an important space. This article was originally published on the FCR blog on July 3, 2019.

Technology 74

Technology Technology Text Analytics Contact Center 74

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. That’s the power of multi-tenant contact center software for BPOs!

Contact Center 52

Contact Center Customer Service CRM Social Media 52

Callminer

FEBRUARY 26, 2019

In most companies, insights are coming from three a small sample sources: complaints, customer surveys and analyzing of call center interactions. This means that statistics coming through complaints and customer surveys are not a true reflection of customer satisfaction.

Customer Satisfaction 159

Customer Satisfaction Social Media Customer Survey Actionable Insights 159

Customers That Stick

OCTOBER 16, 2014

Melissa opened her consulting practice in 1983 after a post-college customer-service near-death-experience as toy demonstrator at Sears during Christmas. She recovered later having agent and management roles in contact centers. Tell us how one outside influence impacted your customer service or customer experience thinking.

Customer Experience 124

Customer Experience Social Media Contact Center Sports 124

Customer Service Life

APRIL 20, 2017

This breeds three different types of agents in contact centers. Having read many customer surveys, products that are outside of the warranty can be a significant hot button issue with customers. This one I’m particularly guilty of. Warranties. If a warranty is involved, add some wiggle room to the end date.

Customer Service 78

Customer Service Contact Center Social Media Start-ups 78

SurveySensum

NOVEMBER 9, 2023

Creating an amazing customer experience relies mostly on the work of your employees. Let’s create a common scenario for a customer that uses your business. The customer needs to reach out to your contact center. Workforce management is reliant on having the right number of people tackling customer requests.

CX 52

CX Customer Experience AI Artificial Intelligence 52

SugarCRM

DECEMBER 2, 2021

There are many touchpoints in a customer relationship where marketing communications can play a vital role. Marketing can help in the customer onboarding process, in a product onboarding process, with regular Voice of the Customer surveys, with customer service satisfaction surveys, or NPS (Net Promoter Score) surveys.

Sales 55

Sales Net Promoter Score Close the Loop CRM 55

Qualtrics

MARCH 1, 2021

We’ll also show you where to find survey questionnaire templates and example questions to get you started with your own business survey program. Customer surveys. These surveys are all about finding out what your customers think and feel about their experiences with you, and learning about their expectations and values.

Net Promoter Score 29

Net Promoter Score NPS Customer Survey Start-ups 29

Comm100

JANUARY 11, 2023

Customer expectations have expanded, and 83% of customers now expect immediate engagement with someone when contacting a company, up from 78% in 2019. Additionally, 90% of customers surveyed consider an immediate response to be “important or very important” for customer support.

Customer Service 85

Customer Service Healthcare AI Artificial Intelligence 85

Customer Service Life

JULY 9, 2018

Whereas in traditional tools a customer’s email, chat, and phone history might potentially live in three (or more) disparate systems, imagine how powerful it would be to have the complete customer history in one central place.

Omnichannel 60

Omnichannel Machine Learning Voice of the Customer Customer Survey 60

Callminer

JULY 23, 2019

” – Greg Levin , 5 Steps for Coaching Contact Center Agents to Victory , Customer Contact Week Digital; Twitter: @CCW_Digital. million calls a year, Morgan Stanley’s contact center was heavily segmented with teams of employees handling different types of products and issues. Don’t forget the basics.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Customer Bliss

JULY 12, 2016

In this role, he is responsible for leading the execution of global customer experience strategies and processes in the U.S., This includes customer and dealer standards, as well as contact centers. Year 1 at GM to Dave was about setting up the strategy: what is customer experience? Canada and Mexico.

Customer Experience 0

Customer Experience Retail Customer Journey Map Social Media 0

Fonolo

DECEMBER 5, 2019

In the coming year, we expect to see AI take on more of these responsibilities in the contact center: Handling routine tasks, routing inquiries to the best place, and suggesting areas for improvement. They can be arrived at in a variety of ways, but are typically the result of simple customer surveys aimed at measuring sentiment.

Contact Center 125

Contact Center Customer Satisfaction AI Customer Survey 125

Qualtrics

JULY 31, 2019

While an organization may think it’s been clear with employees about how it wants them to treat customers, they can’t just magically be expected to do it. While customer survey scores and comments may make these obvious, in other instances the gaps are identified during a deeper diagnosis of customer issues and root cause analysis.

Customer Feedback 40

Customer Feedback CX Start-ups Contact Center 40

InteractionMetrics

APRIL 13, 2024

Does your company issue customer surveys, but you’re not getting the insights you need? Read on for a quick class on how to write good survey questions that result in objective, actionable data. She also asks whether in fact, you need a customer survey! That’s the purpose of your customer survey.

Double-Barreled Question 52

Double-Barreled Question Customer Survey Construction Start-ups 52

Fonolo

NOVEMBER 16, 2021

Although fantastic customer support has always been at the forefront of contact center success, statistics are beginning to expose a new trend. Now, personalizing that support and providing a tailored customer journey is being touted as an effective way to give customer satisfaction (CSAT) survey scores a boost.

Customer Service 87

Customer Service Contact Center Artificial Intelligence Machine Learning 87

Qualtrics

MARCH 26, 2019

Use your agency’s other policies as a guideline for drafting your survey policy. Customer stories, contact center recordings, or chat transcripts, for example, can add dimension to executives being able to understand the data at hand. Add those stories to the discussion when it makes sense.

Government 22

Government CX Contact Center Customer Survey 22