CX Accelerator

NOVEMBER 11, 2022

Once you’ve got more than one initiative in train, a program manager will be required to oversee the body of work as a whole and provide reporting on the progress of the program to the business. Resource: Managing Projects Large and Small by Harvard Business School Press.

CX 307

CX Customer Journey Map CX Transformation Government 307

Fonolo

APRIL 14, 2022

The best strategy is to use a combination of data reports and benchmarking to ensure your findings reflect “the big picture” Creating a Customer Service Strategy That Drives Business Growth. Research company PR documents and reports – financials, annual reports, sales reports, press releases, anything you can find.

Net Promoter Score 91

Net Promoter Score NPS Contact Center Customer Satisfaction 91

TeamSupport

APRIL 12, 2023

As modern organizations continue to expand in size, production, and sales, there is a pressing need to utilize software tools that make it easier for support agents to do their job. The right SLA monitoring software makes it clear to the customer support agent what the terms of the agreement are by displaying them on the reporting dashboard.

Outlook 98

Outlook Start-ups Business Operations Customer Service 98

Fonolo

JUNE 22, 2023

This technology is at play when an automated voice answers your call and gives instructions like: “Press one for customer service; press two for accounting,” and so on. According to a report by J.D. Consumer Reports says that “too many phone steps needed” is the 2nd most common complaint from people.

Contact Center 91

Contact Center Technology Technology Customer Satisfaction 91

Fonolo

NOVEMBER 7, 2017

The IVR experience (“press 1 for this… press 2 for that…”) has long been part of the contact center. You can read lots of coverage in the tech press touting chatbots as replacements for agents. DOWNLOAD THE FREE 39 PAGE REPORT TODAY. Although it serves an important purpose, it is universally detested. Reduce Telco Cost.

Contact Center 118

Contact Center Customer Service Start-ups Customer Experience 118

Inside Customer Service

APRIL 22, 2021

The hotel used mystery shoppers to evaluate its operations, and the valets had earned a string of poor reports. Next, the manager started sharing each mystery shopper report with the team. Press the "RETURN" button. The manager used a simple strategy to turn things around. The valets had not known the client was unhappy.

Mystery Shopper 182

Mystery Shopper Customer Service Government Retail 182

Execs In The Know

JANUARY 31, 2024

In an era where AI’s influence is tangibly transforming customer experience (CX) and operational efficiency, the call for leaders to harness its potential has never been more pressing. The focus has shifted towards how CX leaders navigate this AI-infused terrain, utilizing it to revolutionize business practices and personal skill enhancement.

AI 52

AI Artificial Intelligence Social Media CX 52

Fonolo

OCTOBER 20, 2020

Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. You can download the complete report for free here. In last year’s Contact Center Trends 2020 report, we predicted that there would be a mass migration to the cloud over the coming years. Data Security Issues a Pressing Concern.

Contact Center 126

Contact Center CX Education Start-ups 126

Fonolo

APRIL 14, 2022

The best strategy is to use a combination of data reports and benchmarking to ensure your findings reflect “the big picture” Creating a Customer Service Strategy That Drives Business Growth. Research company PR documents and reports – financials, annual reports, sales reports, press releases, anything you can find.

Net Promoter Score 67

Net Promoter Score NPS Contact Center Customer Satisfaction 67

Fonolo

JANUARY 20, 2020

The CRA recently received a scarlet ‘D’ on a new report card issued by the CFIB (Canadian Federation of Independent Business). A new report spells out the state of the contact center in 2020. This industry report explores key areas that are sure to shake up the industry. CLICK HERE FOR YOUR FREE REPORT NOW!

Contact Center 117

Contact Center Customer Service Healthcare Omnichannel 117

Fonolo

SEPTEMBER 7, 2021

The most common first stage in any IVR system is commonly “Press 1 for service in English, Presione 2 para servicio en español”, while additional menu options could help to clarify the reason that the customer is calling or account information. Include answers to frequently asked questions right in your welcome greeting.

Contact Center 158

Contact Center Customer Satisfaction Customer Service Customer Experience 158

RateMyService

JULY 19, 2023

Gallup’s State of the Global Workplace 2023 Report reveals a concerning reality for Kenyan businesses: 83% of respondents are disengaged and detached from their workplace. The Gallup survey highlights the pressing need for businesses to prioritize engagement, improve the employee experience, and reverse the tide of disengagement.

Construction 52

Construction CX 52

Intercom, Inc.

APRIL 7, 2020

In our survey, nearly half (47%) of support teams report that inbound volume has increased since the outbreak and by an average of 51% above their normal volume. Support teams who use proactive messaging report that inbound volume has risen by just 38%, compared to an increase of 72% reported by teams who don’t”.

B2C 217

B2C B2B Education Healthcare 217

The Squawk Point

FEBRUARY 8, 2024

Take away the knobs and dials and adjusters (or data and reports), so only the information and actions that are necessary remain. Boeing redesigned the feedback given to pilots of their planes so that only the most pressing issues are presented rather than overwhelming them with information.

69

69

Fonolo

NOVEMBER 24, 2021

Contact centers face constant shifts like any industry, with contact center trends reporting more remote call centers and a heightened need for customer intelligence and improved work environments. Call center leaders aren’t strangers to KPIs, metrics , and call center reporting — after all, you can’t improve what you don’t measure.

Contact Center 87

Contact Center Customer Satisfaction Technology Technology 87

Fonolo

JANUARY 31, 2018

Below are some of the reports that we have found most interesting. They consistently produce data-rich, unbiased reporting. Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) About: This report presents the results from an online study, conducted in the Fall of 2017.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

CX Accelerator

OCTOBER 9, 2018

This inexpensive device plugs into your computer or docking station, and is configured to take the user to our custom VoC form once pressed. Over time, we’ve been able to generate trending reports and establish priorities based on the combined data set. It’s nearly free, and extremely effective.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

Lumoa

FEBRUARY 7, 2023

Rather than simply addressing the most pressing issues or complaints, VoC enables businesses to make data-driven, customer-centric decisions that result in meaningful and sustainable improvements in the customer experience. On Twitter, a customer tweets to let their followers know how much they love using your service.

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Hodusoft

MAY 24, 2022

According to a report from Marketsandmarkets.com, “The worldwide cloud-based contact center market is estimated to increase at a CAGR of 25.8% For example, you can easily add new, qualified agents to handle your peak volume days and hours by simply pressing a button. during the forecast period, reaching USD 36.1

Contact Center 98

Contact Center Finance Omnichannel Customer Relationship Management 98

Fonolo

SEPTEMBER 28, 2022

Fonolo’s Portal could help with real-time insights and data-rich reporting. If you’re busy right now, feel free to press X for a Voice Call-Back. Conduct your survey for a month and assess the results. Have you collected enough data? Are you visualizing survey results to make them more actionable?

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Customer Experience Matrix

SEPTEMBER 18, 2023

Some industry vendors report business is booming, but most will admit buyers are taking longer to make decisions. Sure enough, the fraction of vendors who reported growth in CDP investment is down from last year’s survey, both for the past year and the current year. Budget-pressed buyers are making smarter decisions: false.

Technology 59

Technology Technology 59

Zendesk

MARCH 29, 2023

For years, they had been unable to get help with many pressing issues, including enrolling a child named Emmanuella in school. The nonprofit also writes a research report that identifies promising networking approaches and practices supporting women’s STEM networks in Southeast and East Asia.

Government 98

Government Start-ups Education Technology 98

Beyond Philosophy

MARCH 22, 2017

“To bring customers into the restaurants, McDonald’s must matter to people and be relevant in their daily lives,” the company’s press release said. “To Clutch, a business research firm, reported in their data published this month that 67% of small- and medium-sized businesses plan to develop an app as part of their Customer Experience.

CX 127

CX Entertainment Customer Loyalty Customer Experience 127

Fonolo

NOVEMBER 11, 2022

It’s not just us: Businesswire reports that 90% of business decision-makers say they’re focusing on improving their contact center agent and employee experience. . The facts paint a compelling, and troubling, picture. The Data Domination Continues .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Zendesk

DECEMBER 16, 2020

According to the Zendesk Customer Experience Trends Report, roughly 50% of customers say they want a response in under 5 minutes. This sometimes happens with unplanned outages, product recalls, severe weather, or press coverage. In fact, customers have a higher expectation a quick response by phone support than any other channel.

Contact Center 98

Contact Center Omnichannel Customer Satisfaction Customer Service 98

Customer Bliss

FEBRUARY 9, 2017

But at the same time, last week I found an article/press release on Yahoo! This article pulls from a B2B digital trends report via EConsultancy and a Avanade/Sitecore white paper. Respondents reported an average improvement of between 18% and 21% in each of these dimensions. The article was anecdotal more than anything else.

CX 90

CX Engineering Finance Customer Acquisition 90

Experience Investigators

FEBRUARY 6, 2024

Constantly seek out areas you can improve, and keep listening to customers to identify the most pressing areas to focus on. But progress is more than reporting on a metric. Of course, we need to track some metrics to demonstrate the value of customer experience efforts. But don’t let data collection and analysis overrun your job.

Net Promoter Score 98

Net Promoter Score CX NPS Artificial Intelligence 98

Zendesk

APRIL 28, 2021

This harmonious approach is important because 69 percent of customers want to resolve as many issues as possible on their own using self customer service options, according to the Zendesk Customer Experience Trends Report. A report from Microsoft found that 86 percent of customers expect a self-service option.

Start-ups 98

Start-ups AI Customer Service Customer Expectations 98

Beyond Philosophy

NOVEMBER 30, 2016

The Times also reported on Payless’s ridiculous fueling policies that have people paying for a tank of gas even if they bring the car back on full, and the difficulty of making a complaint to the company. If Payless wants to avoid unhappy customers and negative press, it could start by prioritizing the customer’s experience.

Customer Loyalty 167

Customer Loyalty Start-ups Customer Experience CX 167

Fonolo

NOVEMBER 8, 2017

Now members can simply “press 1 for a call-back” while Fonolo holds their place in the queue, eliminating hold times for members and ensuring an improved call center experience. DOWNLOAD THE FREE 39 PAGE REPORT TODAY. eBook: The ROI of Call-Backs for Your Call Center. What’s Inside: Lower Abandon Rate. Decrease Handle Time.

Customer Experience 70

Customer Experience Customer Service 70

CSAT.AI

NOVEMBER 13, 2019

There are many obstacles to overcome (and you can’t press buttons to simply jump over them). ” He recognizes that supervisors are pressed for time and often interrupted. From Entrepreneur : “A recent Harvard Business Review article reported that positive reinforcement actually motivates employees better than punishment.

Gaming 52

Gaming Customer Service Sentiment Analysis Artificial Intelligence 52

Fonolo

OCTOBER 4, 2017

John Sullivan, Avaya’s VP and corporate treasurer, stated : “First of all, [being public means] a lot more visibility and you get more press because people will be following your stock… We always filed our financial statements even when we were a private company and there is no difference.” DOWNLOAD THE FREE 11 PAGE REPORT TODAY.

Contact Center 173

Contact Center Legal Gaming Customer Satisfaction 173

Fonolo

FEBRUARY 8, 2018

In addition, callers phoning into the call center can simply “press 1 for a call-back”, and Fonolo will hold their place in line until an agent is available. DOWNLOAD THE FREE 11 PAGE REPORT TODAY. Now online customers can easily schedule a phone call via the online “call-back widget” on The General’s website. Plus So Much More!

Contact Center 65

Contact Center Customer Experience NPS Customer Satisfaction 65

Execs In The Know

OCTOBER 9, 2022

Asking an agent to assess a customer’s mood across hundreds of calls and report those consolidated impressions makes their job even harder than it already is. These insights reports can also chart agents’ performance to uncover coaching and training opportunities.

ML 59

ML AI Contact Center Customer Experience 59

Zendesk

APRIL 21, 2021

Related read: Zendesk’s Global Impact Report ]. World Wildlife Fund’s (WWF) mission is to conserve nature and reduce the most pressing threats to the diversity of life on Earth. These organizations have all received grants from the Zendesk Neighbor Foundation that help them support their climate initiatives. World Wildlife Fund.

Government 98

Government Education Innovation Technology 98

Fonolo

NOVEMBER 21, 2017

Resellers don’t get as much press or attention as the technology vendors. DOWNLOAD THE FREE 39 PAGE REPORT TODAY. Corvisa was a both a hosted call center and a Twilio-esque CPaaS platform. No word yet on what will happen to either of those pieces after the Mitel deal. ConvergeOne Acquires SPS. What’s Inside: Lower Abandon Rate.

Contact Center 129

Contact Center Gaming Technology Technology 129

Win the Customer

OCTOBER 12, 2018

For instance, rental car brands, such as Alamo and Enterprise, report that self-service kiosks can reduce check-in times by half, leading to greater customer satisfaction with the rental process.”. Any time simple questions are answered via automation, live agents can spend more time and energy on more pressing issues.

Contact Center 98

Contact Center Customer Satisfaction Technology Technology 98