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.
CX Accelerator
JANUARY 7, 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.
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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.
Fonolo
SEPTEMBER 28, 2022
That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource.
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.
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?
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. Did the agent follow the script to a reasonable degree?
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