Tue.Sep 13, 2022

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CallMiner report reveals more than 60% of organizations don’t collect enough data to improve CX

Callminer

CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount of solicited and unsolicited customer feedback.

CX 182
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5 Reasons to Use After-Call Surveys

Fonolo

Think about how many phone calls your contact center receives in one day. Thousands, right? Now, think about how many ripe opportunities you have to ask for customer feedback. Thousands again. How? Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback.

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“Shrinkflation”: Learning to Recognize And Navigate The Customer Service Recession

The DiJulius Group

Everyone wants to know if a recession coming. I am sorry to tell you, but we have been in a recession for over two years…a Customer Service Recession, which will have long-term consequences. Would you like the good news or the bad news first? The good news is, companies can choose to be part of. Read Full Article. The post “Shrinkflation”: Learning to Recognize And Navigate The Customer Service Recession appeared first on The DiJulius Group.

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Composable CX: Becoming Agile and Flexible

MyCustomer Experience

CAnyone involved in the customer experience (CX) space has likely come across articles, research, and discussions around composable CX. This. 13th Sep 2022. By Mandy Reed Global Head of Marketing.

CX 105
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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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4 Things to Consider on Gen Z Surveys

Zonka Feedback

Generation Z, popularly Gen Z or Zoomers, is the generation succeeding millennials and preceding generation alpha. Anyone born between 1997 and 2012 is considered a part of the Gen Z cohort. They are said to be the most technologically sound and social generation, having been born in an era where technology is the way of life. It would not be wrong to say that Gen Z differs from previous generations in numerous ways.

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Customer Success Playbook Tips: Five Proven Tactics

Totango

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify

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Amazing Business Radio: Jon Shanahan

Shep Hyken

How Empathy Drives Business Growth . Creating a Culture that Gets and Retains the Best Employees. Shep Hyken interviews Jon Shanahan, co-founder of Businessolver Inc., a benefits administration solution that combines technology and service to help employees get the most value out of their benefits. He discusses creating a culture that delights and retains loyal customers and the best employees.

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5 ways to maintain brand loyalty beyond the holidays

Zendesk

The holidays mean peak sales, web traffic surges, and opportunities for retailers to engage with new and returning customers. How can stores keep the momentum going all year long? In this guide, we feature perspectives from Zendesk partners Ada, Klaviyo, and Yotpo, and review actionable strategies for retailers to implement both now and through the new year.

Retail 52
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KM Trends and Challenges

DMG Consulting

KM Trends and Challenges. September, 2022. The knowledge management (KM) market is experiencing the most rapid adoption cycle in its history. Driven by customer expectations for a great experience, increased demand for self-service, the need to empower employees throughout the enterprise, and the rise of artificial intelligence (AI), KM solutions are being purchased to meet a wide range of requirements.

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Looking for Sales Automation? Don’t Skip These 11 Features

SugarCRM

Sales automation was born from a need to reduce time spent on non-selling tasks and increase focus on building relationships to convert new customers. Since then, sales process automation has come a long way. Automated CRM can eliminate manual tasks for sales reps and even prescribe their next move with artificial intelligence. Yet, teams don’t always need the bells and whistles to remain effective.

Sales 26
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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How do we schedule seats for agents when they only work on-site part of the time?

DMG Consulting

Question: How do we schedule seats for agents when they only work on-site part of the time? Answer: Managing agent workstation utilization has traditionally been a time-consuming and labor-intensive manual task and the complexities of today’s contact centers have only made this more cumbersome. Hybrid staffing models (where agents work on-site and at home different days of the week), split shifts, part-time, gig economy hours, flex time and dynamic real-time adaptive scheduling, etc. – have made