Eptica

AUGUST 5, 2020

Author: Anne-Merete Jensen - Senior Business Consultant It’s essential that businesses are ready for changing customer needs as we inch our way out of pandemic lockdowns and move closer to Peak. This allows customers to ask routine questions and immediately find the information they need themselves, without needing to email or call.

Resources 112

Resources Self Service Customer Service Knowledge Base 112

ProProfs Chat

OCTOBER 13, 2020

Honestly, your customer won’t wait so long and they don’t just expect a response, they expect first contact resolution. And instant contact for help is just one side of the story. If you fail to offer a first contact resolution, you might see more customers leaving your business. What is First Contact Resolution?

How To 98

How To Self Service Banking Knowledge Base 98

Eptica

JUNE 24, 2020

However, in 2020 almost every industry has seen its operations and planning thrown into turmoil. Companies still need to be ready for their Peak season – in fact, given the disruption to businesses caused by COVID-19, this year it is likely to be even more vital than normal. Start with these four questions: 1.

Self Service 79

Self Service Customer Service Knowledge Base Retail 79

Beyond Philosophy

NOVEMBER 6, 2017

Contact centers are often the communications lifeblood of a business. After all, even though everyone in the company is technically responsible for delivering a great customer experience, those people who come into direct contact with your current and potential clients are the ones who have the most real effect.

Contact Center 111

Contact Center Call Center Wait Times Training 111

Chattermill

JUNE 3, 2019

on 4 Jun 2019. You need to make sure you track and measure metrics accurately so you can understand your performance in delivering outstanding experiences for your customers. Customer Experience Measurement: Which Metrics Should You Focus On? by Sam Frampton. customer experience. customer experience metrics.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

CSM Magazine

MAY 25, 2022

In his latest blog, Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications. The decision to take your WFO solution to the cloud is a smart choice — and one that puts business first rather than drain focus on IT infrastructures.

User Experience 52

User Experience Customer Satisfaction Meeting Software 52

SurveySparrow

APRIL 27, 2021

Select relevant questions and options, get them printed, and pass them on to the customers one by one. You would probably need to ring them up multiple times before they fill the survey and then head to their homes to collect if they don’t bother about submitting it! Pen and a paper comprising multiple questions. To Work Faster.

NPS 52

NPS Survey Multi-Channel Social Media 52

SurveySparrow

APRIL 27, 2021

Select relevant questions and options, get them printed, and pass them on to the customers one by one. You would probably need to ring them up multiple times before they fill the survey and then head to their homes to collect if they don’t bother about submitting it! Pen and a paper comprising multiple questions. To Work Faster.

NPS 52

NPS Survey Multi-Channel Social Media 52

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. Voice of The Customer, or VOC” is the collection of customer wants, needs, expectations, likes and dislikes. 6 reasons your business needs to hear the Voice of Customer. What is Voice of Customer (VOC)?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101