Callminer

MARCH 10, 2016

While solutions such as speech analytics technology, agent scorecards, and social monitoring can help to improve agent performance and provide for a better customer experience, the fact of the matter is that each individual call center will need […].

Scorecard 186

Scorecard Technology Technology Customer Experience 186

Fonolo

JULY 27, 2021

Let them fill out a scorecard template and answer general questions about their work. Call center agent scorecards are also great tools to show agents how their performance looks throughout calls. You can accurately fill out scorecards using technology such as real-time call monitoring. Begin with a self-assessment.

Net Promoter Score 142

Net Promoter Score Scorecard Construction Contact Center 142

Taylor Reach Group

FEBRUARY 26, 2019

The process of implementing any new technology in your Contact Center can often be daunting. What is the best process for establishing which technologies are best aligned with your organizational goals and needs? You have determined you wish to source new technology, now what? What will this technology allow us to do?

Contact Center 85

Contact Center Technology Technology Scorecard 85

Totango

FEBRUARY 19, 2020

SuccessBLOC Scorecards, Now With User KPIs. We’ve added an enhancement to SuccessBLOC Scorecards which now allows you to create KPIs based on user metrics, as well as account metrics. Our next webinar, Using Technology to Drive Scalable Customer Success is this Thursday, February 20 at 2pm EST / 1 PST.

Scorecard 71

Scorecard Technology Technology 71

Fonolo

SEPTEMBER 8, 2022

DID YOU KNOW: Fonolo’s Voice Call-Back technology has saved customers about 77 years of hold time annually. Employ the right technology to collect and analyze data. Develop a quality monitoring scorecard for your team. Now that you’ve determined your goals, it’s time to gather them all into one handy scorecard.

Contact Center 87

Contact Center Scorecard Social Media Technology 87

Fonolo

AUGUST 4, 2022

Use scorecards and other technology. Scorecards are a fabulous way to simplify both agent and call center performance measuring. TIP: We have a fantastic agent scorecard template you can use to track call center and agent performance!

Net Promoter Score 81

Net Promoter Score Scorecard Contact Center Customer Satisfaction 81

Zendesk

OCTOBER 11, 2021

That’s why quality assurance scorecards are completely customizable, meaning this metric can be adjusted to fully encapsulate and reflect your brand values and CX protocols. For our analysis, we looked at the correlation between including those areas of focus on the QA scorecard and actual customer satisfaction outcomes.

Scorecard 98

Scorecard Net Promoter Score CX NPS 98

Logicalware

OCTOBER 12, 2021

technologies or?complex?workflows) Third, scorecards must be? key performance indicators (KPIs) Generating actionable insights to improve operations ?–?contact contact centre leaders can?identify?barriers?and/or and/or inefficiencies?(e.g.?poorly poorly integrated?technologies effectively. quality assurance?into?your?everyday?contact

Scorecard 98

Scorecard Actionable Insights Compliance Construction 98

Totango

JULY 31, 2020

Although stakeholder engagement was already a priority for 2020, making the process simple (to ensure consistency and action) and scalable required technology and an engagement framework, grounded in best practices for stakeholder management, to guide planning and execution. Consider implementing a “group hug” for the customer.

Scorecard 106

Scorecard Technology Technology Sales 106

Totango

DECEMBER 7, 2023

In Part 2 of this hot topic series, Taylor Hodges , Global Head of Customer Success for the Corrigo Enterprise product at JLL Technologies, shares how her team takes a unique approach to this task by aligning cross-functional GTM teams by industry vertical.

Sales 91

Sales Scorecard NPS Customer Acquisition 91

Fonolo

FEBRUARY 23, 2022

Software and Technology – Ensure your IT team is taking care of these tech security measures. DID YOU KNOW: Fonolo also uses cloud technology for our Voice-Call Backs and other services. Check out our Contact Center Scorecard for a straightforward and comprehensive approach agent performance evaluation.

Contact Center 87

Contact Center Scorecard Compliance Technology 87

Fonolo

SEPTEMBER 21, 2023

Let them fill out a scorecard template and answer general questions about their work. Call center agent scorecards are also great tools to show agents how their performance looks throughout calls. You can accurately fill out scorecards using technology such as real-time call monitoring.

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Callminer

NOVEMBER 9, 2020

Scammers are armed with advanced technology and access to private user data obtained through illicit channels. Litan describes phoneprinting technology combined with voice biometrics as ‘the strongest method for detecting fraudsters who call into enterprises.'” Caller fails voice biometrics screening.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Zendesk

MARCH 19, 2021

If you want to improve your company’s response time to support that data, you might incorporate AI technology, like our AI-powered Answer Bot , to send prompt responses. Using a tool like the balanced scorecard is a great first step. The balanced scorecard is just one way to incorporate customer satisfaction into company goals.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Execs In The Know

JANUARY 8, 2023

Which technologies and tools will help your teams get more efficient and provide that ease of use for the customer without spending more? The goal isn’t to just hit a number on a scorecard. What’s the technology you’re looking to implement? What does the customer journey look like for you?

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Intercom

OCTOBER 4, 2023

With the technology now enabling more compelling customer interactions and near-instant resolutions of many customer questions, support teams can focus on activities that create additional value for their customers. This scoring system can be reflected in a “QA scorecard,” and is unique to each support team.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Totango

MARCH 27, 2020

Improving CLM with Adaptive CS Technology. As customer success plays such a key role in determining the overall success of a B2B enterprise, it follows, then, that utilizing the right customer success technology could likewise significantly improve CLM.

B2B 83

B2B Net Promoter Score Scorecard Customer Journey Map 83

SurveySensum

JANUARY 9, 2024

Jacob Shields Bridges the Gap Between Agent and Company Satisfaction Jacob Shields , Director of Customer Experience & Technology of DojoNetworks1, provides a real-world example, stating that “customers might be happy with the agent but dissatisfied with the company’s policies.”

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Customer Service Life

MAY 11, 2022

Now, before you go thinking that this is a pro-Zendesk article that’s irrelevant to your customer support team or contact center, I believe that many popular support ticketing systems and knowledge base platforms offer similar technology to boost self-service. I hope that you can glean some best practices for your operation.

Artificial Intelligence 100

Artificial Intelligence Scorecard Contact Center Customer Satisfaction 100

Totango

NOVEMBER 25, 2020

These data sources are aggregated into a scorecard that shows the state of your client base, where they are in the customer journey, whether they are using your products, how engaged they are, and if they are willing to recommend your business to others. . What Goes Into a Real-Time Customer 360 View?

Net Promoter Score 108

Net Promoter Score NPS CRM Scorecard 108

Zendesk

APRIL 28, 2023

It incorporates technologies like natural language processing and natural language generation to understand and reproduce human language, argumentation, and thought patterns–perfectly designed to yield high-quality replies and to save your agents’ time.

Innovation 52

Innovation Scorecard Invoicing Contact Center 52

Fonolo

SEPTEMBER 28, 2021

TIP: Develop an interview scorecard based on your company’s needs and use it to rate potential candidates after their interview. Your second is employing technology that alleviates some stress from your agents. The higher the score, the more likely they are to be a great fit. Develop and implement a thorough training strategy.

Scorecard 150

Scorecard Start-ups Customer Satisfaction Social Media 150

DMG Consulting

MAY 14, 2018

Ensure supervisors are comfortable using the technologies that help them manage remote agents. Ensure agents have access to their performance management reports, scorecards, QA evaluations and recordings to help them self-manage and improve their results.

Scorecard 48

Scorecard Text Analytics Contact Center Technology 48

Execs In The Know

OCTOBER 11, 2021

Successfully implementing a WFH plan requires new technology and connectivity requirements to minimize operational disruption while adhering to rigorous security standards to keep customers’ and clients’ data safe. recommends designing a Chat Scorecard that includes top metrics agents should focus on during customer interactions.

Contact Center 98

Contact Center Scorecard Touchpoint Technology 98

SugarCRM

NOVEMBER 8, 2021

There is so much that goes into evaluating and selecting a technology partner for your CRM solution. It’s important to partner with a technology vendor that will treat you like a lifetime investment. For some, a better approach is to issue a scorecard for functionality and a comprehensive evaluation that goes beyond the feature set.

CRM 49

CRM Scorecard Government Engineering 49

Ameyo Callversations

JULY 4, 2022

With existing technology, are our agents able to support customers fully? They may also face issues with the technology they need to use while taking calls. One of the best ways for the agents to self-evaluate is by including a scorecard. Implementing Innovative Cloud-based Technology. Conclusion.

Contact Center 52

Contact Center Scorecard Innovation Customer Satisfaction 52

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. the outsourcing sector has been very quick to embrace cloud technology, with the very nature of their business is a cultural fit with the idea of letting a third-party take control of non-core…”.

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

ClearAction

JULY 28, 2018

Growth of the marketing operations (MO) function was initially driven by the proliferation of marketing technology and increased pressure from the C-suite to prove the value of marketing and contribute to the bottom-line. Balanced scorecards. Technology. Back-end integration of processes, metrics, technology.

Scorecard 54

Scorecard Predictive Analytics Government Technology 54

DMG Consulting

AUGUST 20, 2018

They create a reporting framework, which typically includes a balanced scorecard, for their department and set up a process to collect and analyze the data on an ongoing basis. the ability to strategize and plan for the future of the business. This iframe contains the logic required to handle Ajax powered Gravity Forms.

Contact Center 89

Contact Center Scorecard Start-ups Business Operations 89

Intercom

SEPTEMBER 5, 2023

And while some support roles are going to change, we’ve seen how this new technology is also creating the need for new jobs and roles to appear. Sean Reid, Customer Support Manager at Intercom As businesses and technology evolve, so too must their support strategies.

AI 52

AI ML Sentiment Analysis Scorecard 52

Totango

DECEMBER 16, 2020

This technology provides you with pre-designed templates for each stage of your customer journey, from lead acquisition to retention. Implementing this type of technology throughout your organization can help your brand become more customer-centric, delivering customer success and promoting higher satisfaction and retention.

Artificial Intelligence 71

Artificial Intelligence Customer Journey Map Net Promoter Score AI 71

Zendesk

APRIL 12, 2022

The real estate industry has changed quite a bit over the last couple of years, and Compass has been at the forefront, using technology to create a platform that is now the top brokerage in the United States for closed sale volume. The key is striking the right balance between internal and outsourced staffing.

Real Estate 52

Real Estate CX Scorecard Retail 52

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work. Peter Abah.

Contact Center 210

Contact Center CRM Technology Technology 210

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. So, what should we expect in the nearest future?

CX 129

CX Customer Experience Education Machine Learning 129

Execs In The Know

FEBRUARY 16, 2023

From the largest banks and insurance providers to leading telecommunications, travel, and technology organizations, companies around the globe are using Zenarate simulation training to develop confident top-performing agents.

AI 52

AI Scorecard Contact Center Compliance 52

Customer Service Life

JUNE 3, 2019

Here are some suggestions for doing so in your contact center: Look at quality and productivity side by side in a performance dashboard or scorecard. Improve your tools and technology. I recommend striking a balance between the two sets of metrics. Be sure that your agents learn to tailor and personalize each response appropriately.

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

ClearAction

APRIL 3, 2015

Many customer experience excellence endeavors in companies begin with a survey, service training, customer engagement campaign, CRM technology or similar program. Employee Engagement in Balanced Scorecards. Retroactive recognition & individual recognition may not be best for the cross-functional anticipatory needs of CX.

Customer Experience 121

Customer Experience VOE Scorecard Government 121