Experience Investigators by 360Connext

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency. WHY are we collecting feedback ?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

ViiBE Blog

MAY 13, 2021

In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. Call center technology refers to these different software and hardware tools used to run a call center. ViiBE’s virtual call center is focused on video interaction.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

SmartKarrot

MAY 2, 2023

Introduction to Call Sentiment As the world increasingly moves toward digital communication, customer service organizations must find new ways to gather feedback about their clients’ and customers’ experiences. And this is where call sentiment enters the scene.

How To 10

How To Social Media Net Promoter Score Chatbots 10

NobelBiz

APRIL 27, 2021

Customer relationship management is at the forefront of all business debates. KPIs to measure consumer loyalty Customer loyalty KPIs must provide more generic metrics of satisfaction in addition to performance issues specific to the call center. Overall, retaining existing customers is much more lucrative than attracting new ones.

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

SurveySparrow

JULY 3, 2021

Let a customer relationship management tool do all the heavy lifting here. Capture customer feedback. This starts by gathering feedback. To Do: Always ask for feedback – and actually act upon it. Both positive and negative feedback can be extremely helpful for your marketing, sales, and even product teams.

Brands 59

Brands Customer Experience Customer Journeys Social Media 59