Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. But as a contact center leader, you play a big role in breaking down these stereotypes. Showcase Your Customer Support Team Progress.

Contact Center 67

Contact Center Report eBook Tips 67

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. What about the way the company treats its customers? Leave us a comment.

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. What about the way the company treats its customers? Leave us a comment.

Tips 182

Tips Culture Exercises Feedback 182

COPC

APRIL 1, 2022

Historically, Quality Assurance (QA) has been a money pit for contact centers and customer experience organizations. Typical QA programs provide a limited view into a small sample of customer transactions and do not have a measurable impact on the customer experience or key business results. . Knowledge Changes.

Customer Experience Management 96

Customer Experience Management Software Customer Experience Management 96

CSM Magazine

FEBRUARY 6, 2019

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. AHT has dominated contact center measurement for decades.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

Comm100

JANUARY 11, 2023

They are capable of capturing leads, booking meetings, routing chats, and more, in a conversational way that feels natural for customers. Voice bots that communicate with customers through digital voice and telephony channels using the latest machine learning AI to eliminate long wait times.

Customer Service 203

Customer Service Self Service Chatbots Healthcare 203

Zeisler Consulting

AUGUST 19, 2020

Have you ever been on the phone with someone in Customer support and heard the agent say something like, “okay, hang on a second, I’m waiting for my computer”? Or better yet, walk through your own contact center and marvel at the myriad windows your agents have open as they navigate the byzantine nature of your internal “support” systems.

Customer Centricity 93

Customer Centricity Culture Contact Center Customers 93

ReviewTrackers

APRIL 17, 2017

What is Customer Experience Management? Customer Experience Management (CEM or CXM) is a business and technology term used to describe the process or system for tracking, managing, and organizing every interaction between a customer and a company throughout the customer’s entire journey.

Customer Experience Management 90

Customer Experience Management Customer Experience Management Social Media 90

Talkdesk

JUNE 27, 2017

Their solution is already making a big impact for some of our customers and we’re excited to see how they will use these new tools to improve interactions with their own customers.”. TalkIQ will be showcasing their Talkdesk integration in the AppConnect Booth at Call Center Week June 26-30 in Las Vegas.

Call Center 42

Call Center Contact Center Contact Center Software Call Center Solutions 42

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Industry Brands 74

Clarabridge

OCTOBER 25, 2017

For a more in-depth understanding of each of these steps, check out our eBook 5 Steps to Improving the Customer Journey with Analytics. Customers leave clues peppered throughout every interaction they have with your brand. When you do this, you’ll improve the parts of your business that matter most to your customers.

Analytics 40

Analytics eBook Customer Journeys Touchpoint 40

Talkdesk

JULY 31, 2017

Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite. What are the KPIs that customers are focusing on today? Absolutely.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite. What are the KPIs that customers are focusing on today? Absolutely.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

NICE inContact

AUGUST 28, 2019

Contact center managers often tell us, “My contact center. needs a customer survey tool so I can know what my customers are saying.” And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”.

Survey 139

Survey Contact Center Net Promoter Score Omni-Channel 139

Stella Connect

MAY 11, 2017

Their goal: to save customer relationships that had soured due to poor service experiences. Customers who rate their most recent service interactions with one or two stars out of a possible five are contacted by the brand’s service recovery team. Here’s how the program works. Sounds like you had a bad experience.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

SurveySensum

MARCH 4, 2021

You’ll see that you might not even have scratched the surface, or you may not be focusing on the right things, or you may have five goals and need to prioritize them to get specific wins from the customer. Also, don’t forget to give an open-ended question – so the customer can open up to you. .

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Magellan Solutions

APRIL 22, 2021

Key differences and advantages of a contact center vs call center. Simply put, call centers let customers call. On the other hand, a contact center keeps you in contact through any customer service channel. Voice vs. Digital Service. Engaged Customer Service Representatives.

Telecommunications 52

Telecommunications Call Center Self Service Contact Center 52

Avaya

JUNE 18, 2018

The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. Leverage Data from Customer Interactions.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40

SurveySparrow

FEBRUARY 3, 2019

Customer Service. Customer service and user experience are merely two aspects of customer experience. It can be defined as the sum of all interactions and touchpoints between you and the customer. It begins long before your customer steps into your showroom and continues even after the purchase have been made.

Software 75

Software Customer Experience NPS Survey 75

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? This can be social media messages, online reviews and text analytics used for customer care interactions. But how do you do it well?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101