Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Talkdesk has been named a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. This is a key measure to understand the balance between your products, services, and price in the market. Service Level Agreement (SLA).

Customer Experience 137

Customer Experience Effort Score Net Promoter Score Contact Center 137

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. This is a key measure to understand the balance between your products, services, and price in the market. Service Level Agreement (SLA).

Customer Experience 136

Customer Experience Effort Score Net Promoter Score Contact Center 136

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. This is a key measure to understand the balance between your products, services, and price in the market. Service Level Agreement (SLA).

Customer Experience 122

Customer Experience Effort Score Net Promoter Score Contact Center 122

Talkdesk

APRIL 12, 2019

Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. Call SLA: Call SLA looks at what % of the calls are answered in X seconds. Customer Experience.

Call Center 43

Call Center Self Service Metrics Net Promoter Score 43

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? They were sending 11-point NPS surveys for two critical touchpoints: Post-vehicle purchase (Sales) After-service visit (Workshop) The questions were centered around these two touchpoints of their dealerships. How to analyze it?

Automotive 52

Automotive NPS Feedback Case Study 52

Lithium

JULY 5, 2022

Thought Leadership Blogs and Label. Stay updated when new content is published by subscribing to the new Thought Leadership Label in the Khoros Insights Blog. Customer Satisfaction measures the level of loyalty from the consumer base. Net Promoter Score measures the level of loyalty from the consumer base.

Leadership 52

Leadership Net Promoter Score NPS Loyalty 52

UJET

MARCH 17, 2020

Through cloud-native customer support technologies like Contact-Center-as-a-Service platforms, otherwise known as CCaaS, agents only need a stable internet connection and a web browser tab to access necessary support tools. Specialized agents are experts about a product or service and can help resolve complex customer issues.

Tips 121

Tips Management Self Service Video 121

Talkdesk

APRIL 10, 2019

Tracking The Call Center Metrics That Matter Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. Call SLA: Call SLA looks at what % of the calls are answered in X seconds.

Call Center 45

Call Center Metrics Self Service First Call Resolution 45

Kustomer

FEBRUARY 29, 2024

However, it falls short of providing end-to-end customer service solutions. For instance, it lacks functionality for creating or modifying SLAs (Service Level Agreements), requiring users to resort to third-party apps for this purpose. Additionally, its knowledge hub or Help Center is relatively basic.

e-support 52

e-support Feedback Multi-Channel Self Service 52

Alliance by IFS

APRIL 9, 2019

The integrated solution will offer large, complex service organizations managing parts in multi-echelon logistics networks a cohesive approach to field service management and service parts planning. HORSHAM, PA (April 9, 2019) — Astea International Inc., HORSHAM, PA (April 9, 2019) — Astea International Inc.,

Software 89

Software Conference Management Sales 89

NobelBiz

MARCH 5, 2024

This article will be your ultimate guide on call center reporting, where we’ll take you through how Nobelbiz’s cutting-edge capabilities are redefining what it means to excel in customer service. Table of Contents What is Call Center Reporting? and “Do you have the right people and technology in the right places?”

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. When it comes to delivering exceptional customer service, businesses face numerous challenges.

Call Center 52

Call Center Customer Service e-support Contact Center 52

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. Vendors that provide fake clouds simply cannot achieve the same level of security and expertise as AWS and Azure.

User Experience 52

User Experience Customer Satisfaction Meeting Software 52

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform.

Report 68

Report Self Service Average Handle Time Contact Center 68

2020 Research

SEPTEMBER 20, 2022

Why Did Apex Study the Financial Services Sector? . Apex developed this model in partnership with Columbia University and Harvard University to get to the root of physiological and emotional impacts on consumer relationships: Joy – Is the financial services experience enjoyable? Uncomplicated – Is the financial service simple to use?

Banking 52

Banking Financial Loyalty Consumers 52

NICE inContact

AUGUST 13, 2019

It offers integrated tools to drive and empower agents, elevating performance and enabling contact center managers to quickly respond to meet or exceed their service level agreements (SLA). The post Gain Efficiency and Empower Agents with Cloud appeared first on NICE inContact Blog.

Contact Center 27

Contact Center Call Center Omni-Channel Analytics 27

GetFeedback

FEBRUARY 15, 2019

It can help companies understand their audiences by quantifying customer sentiment toward products and services. They’ve most recently interacted with your sales team, moved through your purchase process, and implemented your product or service. It’s time to implement a Net Promoter Score (NPS) program.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

SurveySparrow

MAY 30, 2023

In this blog, we’ll discuss: What is a ticket management system? A ticket management system (TMS), also known as an issue tracking system, help desk system, or service ticket system, is computer software used by businesses to organize, track, and resolve issues and requests made by customers or employees.

System 52

System Measurement Tips Self Service 52

NICE inContact

JULY 29, 2019

Its old third-party hosted cloud solution had weekly service outages, limited integration, slow service turnaround and poor reporting. And CXone’s robust reporting capabilities have given the company the visibility into the performance metrics it needs to meet its clients SLAs (service level agreements).

Travel 27

Travel Innovation Virtual Agent Contact Center 27

VDS

MARCH 17, 2023

It offers a wide range of features and capabilities, including advanced routing, self-service options, workforce optimization, and integrations with third-party systems. The cost of Genesys Cloud CX varies based on a variety of factors, including the number of users, the specific features required, and the level of support needed.

Contact Center 52

Contact Center Self Service Policies System 52

CX Journey

APRIL 12, 2016

It was published on their blog on November 18, 2015. SLAs (service level agreements) ought to be in place. Sadly, I've talked to franchisors who have no idea what an SLA is.) Image courtesy of TechGenStaffer I originally wrote today's post for Intradiem. Partners must adhere to those standards.

Omni-Channel 80

Omni-Channel Effort Score Touchpoint Airlines 80

North Highland

DECEMBER 19, 2018

Diving deeper, this blog series has explored the implications of trust in organizing for analytics , breaking down obstacles to collaboration , and enacting cultural change to make analytics effective. Relevance : Solutions and services add value through utility and by meeting basic customer needs – all at the right time and the right place.

Analytics 49

Analytics Self Service Analysis Competitive Advantage 49

ProProfs Chat

APRIL 11, 2019

Help desk, also known as service desk, is a one-stop point of contact to tackle a company’s internal and external issues. It helps to offer centralized information and support management service. Delve into this blog to learn about help desk software, its importance, help desk for ticket management, help desk metrics, and much more.

Software 53

Software Knowledge Base Metrics Contact Center 53

transcosmos Information Systems

JULY 22, 2018

Excellent customer service has always been essential in business growth. A service desk can handle incidents (disruption in service availability or quality), service requests (inquiries with a routine task), and other services like change management, release management, and configuration. Here are some of those: 1.

System 72

System Technology Multi-Channel Self Service 72

Avaya

DECEMBER 5, 2016

All too often, we find that IT executives who are facing budget cuts buy unauthorized support services for their Avaya solutions. We’re raising awareness about the true value of having legitimate Avaya support services for your communications. Get started now by reading Support Services: Separating Fact from Fiction.

How To 40

How To System Comparison Software 40

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. SurveySensum, for instance, exemplifies this level of support with a remarkable Service Level Agreement (SLA) commitment of just 2 hours. Empower customers with self-service help for quick issue resolution.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

Natalie Petouhof

APRIL 4, 2016

The new release introduces a series of enhancements and services to help digital businesses meet the growing demand for the ultimate measure of performance – the customer experience. Tweet SOASTA, a leader in performance analytics, announced the Winter 2016 release of its Digital Performance Management (DPM) Platform. drnatalie petouhoff.

Management 40

Management Innovation Analytics Measurement 40

CSM Magazine

MARCH 27, 2020

It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Customer Service vs. Customer Support. Customer support professionals do need customer service skills, but only to cover a partial piece of what they do.

Self Service 52

Self Service Social Media e-support Knowledge Base 52

ChurnZero

JUNE 27, 2023

Objective internal: Product usage, degree of utilization, engagement with high-value features, support tickets and service level agreement (SLA) concerns. This is a visualization of what your company wants customers to think, feel and experience as they progress through their relationship with your product and services.

Customer Journeys 52

Customer Journeys Customer Success Strategy Net Promoter Score 52

ChurnZero

JANUARY 3, 2020

I’ve learned a few lessons about building and running a remote customer success team and I want to share them with you in this blog post. Great customer service starts with passive help. A survey commissioned by Nuance Enterprise found that 67% of respondents prefer to use self-service rather than call a company on the phone.

Customer Success 64

Customer Success Self Service Metrics Customer Retention 64