Lumoa

APRIL 8, 2024

We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the voice of the customer! Contact your CS manager or email help@lumoa.me content Lumoa Product News for March 2024 Hey everyone!

Start-ups 83

Start-ups AI Voice of the Customer 83

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. for engaging with customers on a more personal level, ensuring they feel truly understood.

Voice of the Customer 98

Voice of the Customer VOC AI Sentiment Analysis 98

Uniphore

JANUARY 4, 2022

Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? How are you planning to leverage conversations to drive revenue and customer retention? Case Studies. White Papers. Infographics. Conversational AI. Emotion AI.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Lumoa

FEBRUARY 29, 2024

Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice. Essentially, you can select any type of data you want (such as from a certain timeframe or touchpoint) and then “Ask Lumoa” what you want to know about this data. Let’s get started! to learn more!

AI 83

AI Start-ups Touchpoint 83

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. So, what does it mean? Voice of Customer Maturity Today 2. Outline: 1.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Fonolo

NOVEMBER 8, 2022

Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. The Contact Center Guide to Managing Spikes in Call Volume. Understand Customer Behavior. Customer Portal.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Execs In The Know

APRIL 5, 2024

While traveling to the event, their communication traversed multiple channels: an email regarding Pi Day, a voice call about her competition, and a text message revealing the results. Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations.

Contact Center 52

Contact Center AI Social Media CX 52

Fonolo

JANUARY 12, 2023

Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. But what does this flood of possibilities mean for you?

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Fonolo

MARCH 21, 2024

Contact center managers know that virtual queuing technology is essential to keeping operations running smoothly. Instead of the chaos, picture this: shorter hold times, happier customers, and efficient call routing — all at your fingertips. What is Virtual Queuing? How Does it Work?

Contact Center 75

Contact Center Technology Technology Customer Satisfaction 75

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The Secret Sauce for Increasing Customer Happiness.

Customer Service 167

Customer Service Social Media Start-ups Technology 167

Lumoa

FEBRUARY 13, 2024

Wondering what your biggest issue was last week or how customers are reacting to certain changes? If you want to get access to the Ask Lumoa Beta, contact your CS manager who can tell you more! Customize your Views We redid our ENTIRE main page in Lumoa to make it easier to view and manage your data in the ways that matter.

Close the Loop 83

Close the Loop Start-ups Touchpoint 83

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences.

Social Media 90

Social Media Customer Feedback Innovation Customer Satisfaction 90

Hodusoft

APRIL 4, 2024

Enhancing CX with HoduCC Omnichannel CX Suite: An All-In-One Solution for Modern Businesses In today’s competitive business landscape, providing excellent customer experience (CX) is not only a differentiating factor but a necessity. Are you finding it challenging to provide a seamless experience across various touchpoints?

Omnichannel 52

Omnichannel CX Social Media Contact Center 52

Intercom, Inc.

OCTOBER 22, 2020

Today, numerous studies echo this sentiment: a recent report from Forrester found that brands with a superior customer experience bring in 5.7 And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. times more revenue than their competitors.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

AI 74

AI Customer Service Technology Technology 74

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” HoduSoft’s Participation: What to Expect? In the realm of business communication, CX is not just a buzzword. With booth no.

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

Hodusoft

APRIL 24, 2024

What is ISDN? What is ISDN? ISDN is a circuit-switched telephone network system that transmits both data and voice over a digital line. In simple words, it is a set of communication standards to transmit data, voice, and signaling. What is PSTN – A Complete Guide Read More How Does ISDN Work? Read on to know more.

Start-ups 52

Start-ups Technology Technology Gaming 52

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. In This Article: What is Voice of Customer(VoC) and Why Is It Important?

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. I see CX as a Service.

B2B 83

B2B Customer Experience Voice of the Customer Government 83

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

PeopleMetrics

OCTOBER 19, 2021

With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. Discover our award-winning Customer Experience (C X) blog: [link]. In this PeopleMetrics LIVE! Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. Convenience. Human touch.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Fonolo

JUNE 22, 2023

Visual IVR – now known as Fonolo’s Web Call-Backs – was one of the first self-service technologies to have a hugely positive impact on the customer experience. What is Visual IVR? The original interactive voice response system (IVR) might be better known to customers as a phone menu. But what is a visual IVR ?

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

PeopleMetrics

SEPTEMBER 24, 2018

However, market research and Voice of the Customer (VoC) are not the same. Market Research vs. Voice of the Customer (VoC). Market researchers usually reach out to a small sample of customers for feedback, then focus on aggregate results and trends. Voice of the Customer. Let me explain. The reason?

VOC 226

VOC CEM Voice of the Customer Business Administration 226

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it?

Customer Satisfaction 88

Customer Satisfaction Technology Technology Customer Experience Management 88

Fonolo

FEBRUARY 27, 2023

While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer. Self-Service is Now a Standard Expectation Today’s customers are more resourceful than ever.

Contact Center 142

Contact Center CX Gaming AI 142

Experience Investigators

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. What did that plan look like? This mission is WHY you do what you do. How did this happen?

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

Fonolo

DECEMBER 15, 2022

But the question is: what does that next level look like for your business? Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center. The first step in tackling this monumental task is to create a series of customer personas.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Sheri Greenhaus – Managing Partner CRMXchange. We are all customers for something.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Shep Hyken

JANUARY 4, 2022

They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. People still use voice channels. What people don’t like about voice channels is the experience. ” “Get uncomfortable.

Contact Center 115

Contact Center AI Customer Service Technology 115

SurveySensum

NOVEMBER 9, 2023

Quality customer experience doesn’t happen by chance. It demands product/service quality, optimized customer journey, and most importantly, excellent customer service. In any organization, the leading factor for the quality of the customer experience is the employee. That’s why workforce management matters.

CX 52

CX Customer Experience AI Artificial Intelligence 52

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Today, staying “current” and on course can feel overwhelming.

CX Transformation 99

CX Transformation CX VOE AI 99

Fonolo

NOVEMBER 17, 2020

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. Here’s what they said. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Beyond Philosophy

SEPTEMBER 8, 2022

For the first phase or rule, Define, she worked to discover what the company wanted to accomplish with the program. Patterson and her team spoke with the customer service teams, customers, and sales teams. They found that there were many moments where the organization interacted with the customer throughout the journey.

Customer Experience 97

Customer Experience Net Promoter Score Innovation NPS 97

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! What is Call Center Automation? This can help to reduce wait times and improve the customer experience. Sounds great, right?

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Their customers?

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157