Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Identify opportunities to enhance compliance and overall efficiency, cost, and quality of customer service.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

Thematic

JUNE 13, 2023

Here are a few of the biggest reasons you should spend time improving your VoC strategy: Identify customer needs and preferences. VoC tools allow you to gather customer feedback. You can then use it to improve and meet customer expectations better. Improve customer satisfaction and loyalty.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

Provide Support

JUNE 2, 2016

In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. While failure to address the changing consumer needs can put your business at risk.

Consumers 40

Consumers Infographics Customer Service Poor Customer Service 40

OpinionLab

AUGUST 29, 2017

The infographic below highlights some more specifics around this point. So, according to our survey, around 4 in 5 want direct person contact, 3 in 4 expect a phone number on your website and more than 6 in 10 think they get better service in-person. If not, you will also lose customers. Conclusion.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Eptica

NOVEMBER 4, 2015

Mismatch with customer expectations As well as research with retailers themselves, the Study also asked 1,000 consumers how long they were willing to wait for answers on popular channels. You can also see more of the findings in this infographic. Ironically, the question they were asked concerned next day deliveries!

Retail 48

Retail Self Service Customer Service Social Media 48

Verint

SEPTEMBER 29, 2017

The examples are plentiful: Our president of customer engagement solutions writes an internal blog on a regular basis. It highlights efforts of employees to develop customers for life in our organization. Sometimes he highlights the customer projects that have been enabled by our software and services.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34