SurveySensum

OCTOBER 17, 2023

This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction. But before that, let’s first understand what an NBFC customer feedback tool is. What is a NBFC Customer Feedback Tool?

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Feedback Tools Management Knowledge Base 52

NICE inContact

APRIL 11, 2018

Metrics, critical to the company’s success, have been standardized across countries. And Webhelp’s 1,000 agents, who have all moved to the CXone platform, are empowered and motivated with tools like gamification through inView™ Performance Management for CXone.

Gamification 162

Gamification Social Media Insurance Retail 162

NobelBiz

OCTOBER 18, 2021

The name of this metric and Key Performance Indicator is the Call Center Shrinkage. That is why Call Center Shrinkage is commonly used as a planning tool to determine how many agents to recruit. Different metrics such as call volumes, service level objectives, and average handling time can be used to quantify shrinkage.

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Call Center Tools Strategy Contact Center 52

ShepHyken

MAY 26, 2023

These programs go beyond transactional rewards and focus on creating meaningful, personalized interactions that foster lasting loyalty. These programs revolutionize how businesses engage and retain customers by incorporating elements such as gamification, personalization, experiential rewards, and social loyalty.

Loyalty Programs 62

Loyalty Programs Loyalty Gamification Customer Experience 62

NobelBiz

APRIL 18, 2023

As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Call Center Management Gamification 52

Retently

APRIL 18, 2024

Key Takeaways In-app NPS surveys are essential tools for gathering real-time customer feedback , improving satisfaction, loyalty, and engagement, and providing actionable insights for product development in digital-centric companies. In this context, in-app NPS (Net Promoter Score) surveys prove to be essential tools.

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NPS Survey Net Promoter Score Effort Score 78

SurveySensum

OCTOBER 12, 2023

But like every other customer feedback tool, InMoment also has some drawbacks that have encouraged users, such as yourself, to look for InMoment alternatives. Limitation to Report Automation Automation makes work easier especially when it comes to reporting in any customer feedback management tool.

Comparison 52

Comparison Knowledge Base Gamification NPS 52

Optimove

DECEMBER 7, 2023

You can also introduce gamification elements, such as a digital punch card system, to reward customers for buying more items. This targeted approach yields superior performance metrics, emphasizing the significance of precise segmentation. Focus on increasing the number of items your first-time customers add to their carts.

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Loyalty How To Gamification Policies 75

Playvox

APRIL 5, 2022

Fortunately, there is a way forward: leveraging the right workforce engagement management (WEM) tools. High scores on key metrics are the first measures of a high performance contact center. These include cost and efficiency metrics, such as first contact resolution (FCR) and average handle time (AHT). Perhaps not. But engaged?

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Contact Center Net Promoter Score Effort Score Metrics 77

CSM Magazine

MARCH 5, 2024

Enhanced self-management: the patient mobile app can help patients track their symptoms, adherence to treatment, and other health metrics. Gamification elements, rewards, and social features can motivate patients to continue their treatment plans and adopt healthy behaviors.

Engagement 52

Engagement Healthcare Hospitality Gamification 52

NICE inContact

MARCH 13, 2019

Why would I get a performance management tool as well?” For example, your ACD provides you the average calls handled per agent per month, average handle time, and days worked per month – three data points needed to calculate an agent utilization metric. I’m often asked the question, “I already have reporting. the answer is YES!

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Report Management Average Handle Time Gamification 136

Playvox

FEBRUARY 2, 2022

Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score. ENJOYING THIS ARTICLE? The Burnout Antidote.

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Contact Center Gamification Culture Employee Engagement 68

CSM Magazine

FEBRUARY 1, 2022

Integrated, data-driven module provides tools to better support, develop and engage agents, allowing them to better meet rising interaction volumes and complexity. For example, supervisors can identify how effective agents are with the tools at their disposal as well as track performance across multiple interactions and across different KPIs.

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Gamification Customer Service Omni-Channel Training 52

ChurnZero

JULY 22, 2022

Q: What should you do if the team you’re onboarding wasn’t part of the buying decision and isn’t thrilled to be learning a new tool? When we talk about metrics and data, that’s what you need to look at. Q: Have you found B2B companies that effectively use gamification in onboarding? I have two handoffs.

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Gamification Customers Sales Examples 98

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people. After a call, agents spend extra time copying notes to your CRM tool.

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Virtual Agent Customer Service Gamification Contact Center 82

BirdEye

NOVEMBER 20, 2023

Thanks to smart referral marketing software tools, it’s now easy to implement referral programs that drive results. In this blog post, we’ve listed out 20 best referral marketing software tools to level up your referral game. When customers have a recommendation from a friend, they are 4x more likely to make a purchase.

Software 62

Software Marketing Multi-Channel e-support 62

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people. After a call, agents spend extra time copying notes to your CRM tool.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

NICE inContact

JANUARY 24, 2017

A party atmosphere gets agents excited about the new tool and builds infectious energy in the contact center. As with all contact center gamification , make sure you are driving the right behaviors, that all agents have an opportunity to win, and that guidelines are clear. Completing a Go-Live quiz about the new tool or platform.

Call Center 120

Call Center Technology Contact Center Gamification 120

ProProfs Chat

SEPTEMBER 9, 2020

Like in any other program that you implement, you need a metric to measure the success of your loyalty program. Different businesses use different metrics to measure the success of their loyalty programs but these are the most commonly used metrics: 1. Leverage Gamification. 5. Leverage Gamification.

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Gamification 96

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. Q: How should you make a business case to purchase Customer Success tools? . [A] The Customer Success team needs to define the metric they care about.

Customer Success 98

Customer Success Effort Score Self Service Tools 98

Playvox

DECEMBER 21, 2022

Connection through tools like Slack. While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Related eBook: 9 Contact Center Metrics Essential for Success. Motivation.

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Contact Center Software Contact Center Software eBook 52

2020 Research

AUGUST 30, 2022

Within the realm of market research, there is another experience metric: participant experience (PX). Digital tools allow participants to digitally manipulate research materials for an interactive experience. Younger participants are particularly fond of gamification.

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Gamification User Experience Groups Consumers 52

TechSee

SEPTEMBER 18, 2019

As contact centers seek to reduce AHT, agents may deprioritize ACW in order to meet their time-based metrics. Another 32% are in the early stages of using ACW as a metric for agent performance. This can be accomplished through gamification , cash bonuses or other incentives such as priority parking and shift preference.

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Average Handle Time Contact Center CRM How To 84

NobelBiz

JUNE 5, 2023

This challenge can be addressed by using market research tools and techniques, customer relationship management (CRM) systems, and data analysis methods. Call centers need reliable CRM systems, automated dialing software, and data analytics tools to drive successful lead generation programs.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

SurveySparrow

NOVEMBER 20, 2022

These offer tools to proactively manage customer journeys like health scoring, churn reports, and recurring process automation. . Use gamification features like award points, quests, and leaderboards to boost performance and make more customers happy. . Each dataset contains data on metrics and attributes based on your Zendesk info.

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Self Service Comparison Analytics Gamification 52

SurveySensum

SEPTEMBER 5, 2023

Use In-App Analytics: Set up in-app analytics tools in your SaaS product to see your product performance, your user behavior, preferences, and how much they spend their time on your app. Learn Their Goals: Understand customer’s goals and objectives that they want to achieve with your product. By gamification. And guess what?

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

Playvox

AUGUST 15, 2022

Contact centers have embraced remote work and leveraged the tools, resources, and processes to make it a viable and positive experience for agents. Overall, key metrics such as job satisfaction and retention rates have increased with the flexibility of remote work. Gamification in remote workforce training is one approach.

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Contact Center Training Gamification eBook 77

Lumoa

FEBRUARY 9, 2023

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Share data and results of the customer experience analytics in an easy-to-use tool. To summarize, CSAT is a very good tool if you want to measure how a customer is satisfied with one-time interaction.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SurveySparrow

DECEMBER 15, 2021

Zapier is an automation platform that connects to 3,000+ apps – a must-have tool when Salesforce doesn’t offer what you need right out of the box. Then, consider using Clearbit because it is a very effective lead enrichment tool. Boost content engagement with learning plans, gamification, leaderboards, and badges.

Gamification 52

Gamification CRM Training Financial 52

NobelBiz

APRIL 18, 2022

The explanation is simple: a dissatisfied agent with his tools, working circumstances, or hours will never produce a satisfied customer! Use Gamification to assess individual performances One of the most prominent applications of gamification in contact centers is to assess the quality of agents work.

Call Center 52

Call Center Contact Center How To Gamification 52

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. Contact center agents may also take issue with the performance metrics being used to assess them.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

CSM Magazine

NOVEMBER 1, 2018

It is therefore important for all businesses to ensure that customer service training equips teams with the tools, skills and competencies to consistently delight customers. Gamification has become an almost integral part of every learning and training program. Reporting metrics.

Customer Service Training 40

Customer Service Training Training Software Customer Service 40

ChurnZero

AUGUST 13, 2021

Plus, we cover how to ensure you don’t just add complexity with more tools, but actually use your data to enhance the customer experience through better decision-making. Q: How should you make a business case to purchase Customer Success tools? . [A] The Customer Success team needs to define the metric they care about.

Customer Success 52

Customer Success Effort Score Self Service Tools 52

ChurnZero

APRIL 8, 2020

These have become a non-negotiable step in the initial vendor consideration stage, because buyers want to understand the business value their peers are getting out of tools they may be considering—as well as, of course, more detailed insights around available features, ease of use, and pricing. developing customer advocacy is a must.

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Customer Journeys Roadmap Gamification Course 81

NobelBiz

DECEMBER 14, 2021

It is a metric that assesses how long it takes call center agents to document and finish activities following each client encounter. The correct tools for your call center will save your agents time. From speech analytics to QA/QM and gamification, it all comes down to compatibility and the correct fit for the firm.

Contact Center 52

Contact Center Strategy Call Center CRM 52

ProProfs Chat

APRIL 25, 2019

The availability of survey tools has made it easier to access templates for net promoter scores and other customer metrics. Loyalty bonuses, gamification, user-generated content are simple but effective tools you can use to increase customer retention. This can be done through the channels of customer loyalty or rewards.

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Customer Retention Net Promoter Score How To Social Media 66

SmartKarrot

OCTOBER 3, 2023

Tracking and Measuring User Engagement: Utilize metrics such as active usage, feature adoption, and customer feedback to track and measure user engagement accurately. Gamification and Rewards: Incorporate gamified elements into your product to make the user experience more enjoyable and rewarding.

Engagement 11

Engagement Gamification Net Promoter Score Social Media 11