West Monroe

JANUARY 24, 2022

High-tech and software (HT&S) companies continued to enjoy enviable growth rates and sky-high valuations in 2021 thanks to strong demand for products that supported digital engagement during the global pandemic and record-breaking levels of M&A activity. Overarching trends have widespread influence. Macro financial pressures.

Software 40

Software Trends Self Service B2B 40

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. They assist your customer care employees at every client engagement. In 2022, companies will continue to rely on the complementarity between agents and AI to improve the customer experience.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. They assist your customer care employees at every client engagement. In 2022, companies will continue to rely on the complementarity between agents and AI to improve the customer experience.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

SurveySensum

JULY 7, 2023

There comes many more touchpoints where Croma can engage with its customers. Do you want to know all these touchpoints and how to keep customers engaged even after they shop from you? These newsletters are a great way to keep your customers engaged with your brand/product after they have completed their shopping with you.

Survey 52

Survey Net Promoter Score Loyalty Programs Touchpoint 52

SurveySensum

JULY 7, 2023

There comes many more touchpoints where Croma can engage with its customers. Do you want to know all these touchpoints and how to keep customers engaged even after they shop from you? These newsletters are a great way to keep your customers engaged with your brand/product after they have completed their shopping with you.

Survey 52

Survey Net Promoter Score Loyalty Programs Touchpoint 52

Playvox

JUNE 22, 2023

Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate. Put in place callback options during peak time periods to reduce wait times and call abandonment rates.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Playvox

APRIL 27, 2023

Trend 1: Expansion Of Engagement Channels First, let’s get clear on synchronous channels. Synchronous engagement channels include: Voice Live chat Video chat Real-time messaging In an asynchronous channel, people interact without concurrently engaging in an active conversation. This kind of customer engagement is open-ended.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

NobelBiz

MARCH 7, 2022

Progressive dialer is also a type of dialing software that allows agents to engage directly with clients and prospects. Downsides of the progressive dialers: Call abandonment: Predictive dialers can occasionally connect users to agents before they are ready to speak with them. Which can increase the call abandonment rate.

Contact Center 52

Contact Center Abandon Rate Call Center Telecommunications 52

SurveySensum

JULY 20, 2023

Analyzing customer behavior and adapting your approach accordingly can help re-engage high CLV customers and encourage them to increase their spending with your brand once again. Utilize various channels such as digital advertising, social media, etc to raise visibility and engage potential customers. But how to do that?

Retail 52

Retail Feedback How To Self Service 52