Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. What is Net Promoter Score (NPS)? Bain and Company, Inc.,

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

NICE inContact

AUGUST 21, 2019

In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience. What is surprising is the number of companies that I work with that are only routing voice interactions via their contact center solution.

Contact Center 136

Contact Center Net Promoter Score Consumers Study 136

TechSee

MARCH 12, 2019

But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019. Bringing visual automation to contact centers. The Value of Automation. The Power of Visual Automation.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. Download the GitHub repo and unzip to your directory. For more information about other AWS CCI capabilities, see Contact Center Intelligence.

Chatbots 96

Chatbots Self Service Omni-Channel Contact Center 96

NICE inContact

JUNE 12, 2019

Happily, we found that companies and consumers are mostly aligned in their enthusiasm for chat across satisfaction, preference, and Net Promoter Score. To find out more about the potential of chat, download the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Net Promoter Score 136

Net Promoter Score Comparison Consumers Study 136

Qualtrics

MARCH 1, 2021

Download your free CSAT survey template. NPS (Net Promoter Score). Download your free NPS survey template. Download your free website satisfaction survey template. Download your free post-event feedback survey template. Download your free customer service survey template. Employee surveys.

Survey 29

Survey Net Promoter Score NPS Employee Engagement 29

Talkdesk

JANUARY 14, 2021

Customer satisfaction (CSAT), net promoter score (NPS) and customer effort score (CES) are important KPIs, but because they do not directly translate to cost savings, these metrics often do not resonate with executives outside of their organization. Analyze and develop an understanding of these trends.

Net Promoter Score 96

Net Promoter Score eBook Effort Score ROI 96

TechSee

MARCH 26, 2019

The Contact Center KPIs that Matter Most – TechSee Data Sheet Collection Part 1. Take a few minutes for a quick refresher course on Net Promoter Score and then download the data sheet to learn the 10 reasons why Visual Support will make a world of difference to how you keep your customers satisfied.

Net Promoter Score 136

Net Promoter Score NPS Contact Center Call Center 136

TechSee

OCTOBER 29, 2019

The pilot required them to download an app, self-scan items as they shopped and then show proof of payment before exiting the store. For companies such as telcos, insurers, consumer electronics suppliers and utilities providers, these common scenarios typically account for 40-50% of overall contact center volumes.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

ShepHyken

SEPTEMBER 14, 2020

There is some information about NPS (Net Promoter Score) that could make for an interesting discussion (debate), and I also appreciate how the author gave us reasons that generate criticism from customers beyond frustration. My Comment: We wrap this week’s roundup with a report you’ll have to download to read.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

NOVEMBER 23, 2020

4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. If you enjoy this article, you’ll want to download the full report. One of my favorites is the NPS (Net Promoter Score). Addressing L.L.

Customer Service 87

Customer Service Net Promoter Score Airlines Contact Center 87

ViiBE Blog

JANUARY 19, 2022

While customer service executives continue to work remotely, certain challenges have propped up in recent times and have impacted the Net Promoter Scores of many brands. Download now 2. It is also about the communication and coordination with teammates which used to happen at the contact center of the office premises.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

ViiBE Blog

JANUARY 19, 2022

While customer service executives continue to work remotely, certain challenges have propped up in recent times and have impacted the Net Promoter Scores of many brands. It is also about the communication and coordination with teammates which used to happen at the contact center of the office premises.

Customer Service 52

Customer Service Net Promoter Score e-support CRM 52

ViiBE Blog

MAY 13, 2021

So what exactly do call centers do? What does a call center do? Customer satisfaction is a crucial metric and the priority of every call center employee. At the core of each call center or contact center is the customer interaction. Which software is used in call centers? Contact Center.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

Responsetek

MAY 7, 2018

The attitude of your Contact Center Agents can have a substantial impact on NPS. Since Net Promoter Score (NPS) first hit the press back in 2003, there has been an ongoing debate about how much customer service agents can truly influence key metrics such as NPS. Sounds better than Average Score.

NPS 40

NPS Net Promoter Score Contact Center eBook 40

NICE inContact

AUGUST 21, 2019

In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience. What is surprising is the number of companies that I work with that are only routing voice interactions via their contact center solution.

Contact Center 37

Contact Center Net Promoter Score Consumers Study 37

ShepHyken

MARCH 27, 2017

(Callminer) From hiring for the right fit to effective training, motivating and engaging your team, workforce management, and more, we’ve rounded up 101 tips and sage advice from some of the most influential leaders in call center management, leadership, customer service, and more. My Comment: This is a HUGE list of 100 tips.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

Eptica

OCTOBER 9, 2015

Many companies simply measure satisfaction using metrics such as Net Promoter Score , but this only goes so far. Equally, you can use technology such as linguistics to analyze incoming interactions to your contact center, enabling you to pinpoint consumers that have sent positive emails, tweets or Facebook messages.

Net Promoter Score 48

Net Promoter Score Customer Service Social Media Contact Center 48

Qualtrics

JULY 15, 2019

There are two popular methods for measuring customer experience: Net Promoter Score (NPS) and Customer Satisfaction (CSAT). So, let’s look at some benchmarks for response times: Call Center: Waiting for more than 90 seconds on hold to talk with a customer support representative will decrease customer satisfaction levels.

Net Promoter Score 41

Net Promoter Score Customer Service Customer Experience Social Media 41

InMoment XI

DECEMBER 7, 2023

After all, customers use a variety of channels to interact with your brand, such as your store, website, mobile app, contact center, social media, online review websites, and so much more. Passives (score 7-8) are also satisfied customers, but their lack of enthusiasm may render them vulnerable to offerings from the competition.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

Talkdesk

JANUARY 16, 2018

New developments in speech recognition and transcription technologies enable contact centers to seamlessly conduct keyword spotting, automatic NPS (Net Promoter Score) and deep analysis of recorded customer conversations. Innovative technologies for enhancing caller interactions.

Analytics 40

Analytics Call Center Net Promoter Score Contact Center 40

Talkdesk

JANUARY 16, 2018

New developments in speech recognition and transcription technologies enable contact centers to seamlessly conduct keyword spotting, automatic NPS (Net Promoter Score) and deep analysis of recorded customer conversations. Innovative technologies for enhancing caller interactions.

Analytics 40

Analytics Call Center Net Promoter Score Contact Center 40

ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. Contact centers vary widely to suit the needs of a wide range of businesses. A customer-facing company and business-to-business (B2B) sales will have different needs from a contact center. ViiBE Blog.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Clarabridge

OCTOBER 8, 2015

The first step to getting that big promotion is building trust for the all the feedback data that your business is collecting. For example, a customer who calls the contact center is likely to have tried several means of self-support before picking up the phone. Download our latest eBook. Improve measures and claim it.

Feedback 40

Feedback Net Promoter Score NPS Effort Score 40

Qualtrics

SEPTEMBER 23, 2019

Download eBook. For example, one large communications firm embraced both the voice of the employee (VoE) and VoC and, as a result, saw its employee Net Promoter Score (eNPS) go up 60 points in one location. Problem 1: We urgently need to take a more modern approach to our patient experience.

Net Promoter Score 20

Net Promoter Score Effort Score Leadership eBook 20

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Experience Investigators by 360Connext

AUGUST 26, 2020

This means sharing how improving Net Promoter Scores (NPS) will lead to more referrals for that leader who is focused on more inbound sales. Correlate increasing metrics (Net Promoter Score or Customer Satisfaction Rates or other custom metrics) with the goal of increasing referrals.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

Kustomer

AUGUST 3, 2021

This study was based on the experiences of e-commerce retailer, a consumer marketplace, and direct-to-consumer retailers, who after switching to Kustomer, benefited from significantly lower CRM solution costs, increased agent productivity, and, for some, improved Net Promoter Score*. Media Contact: Cari Sommer.

Study 98

Study ROI Net Promoter Score CRM 98

ijgolding

AUGUST 30, 2018

Some of the highlights from the latest research are as follows: A CHANGING CUSTOMER JOURNEY – It’s clear that customers seek out and value new touchpoints, and that digital continues to expand: stores and contact centers increasingly incorporate web and mobile into customer interactions. Amazon wins on both NPS and CSAT lists.

Retail 165

Retail Customer Experience Net Promoter Score NPS 165

Comm100

DECEMBER 12, 2017

Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Now. The only way to know when customers are experiencing difficulties is if they contact your contact center. This is effective as you can capture customer frustration outside of contact center complaints.

Training 107

Training Customer Experience Customer Journeys How To 107

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Download Now.

Metrics 101

Metrics Chatbots Average Handle Time Effort Score 101

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Download Now.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Thematic

SEPTEMBER 22, 2021

Qualitative data is typically generated through: Interview transcripts Surveys with open-ended questions Contact center transcripts Texts and documents Audio and video recordings Observational notes Compared to quantitative data, which captures structured information, qualitative data is unstructured and has more depth.

Analysis 111

Analysis Data Feedback Analytics 111

ProProfs Chat

OCTOBER 25, 2021

You can easily understand your customer loyalty by conducting regular Net Promoter Score (NPS) surveys. By segmenting your survey responses, you can spot the promoters (9-10 score), passives (7-8 score), and detractors (0-6 score) of your brand. (d) d) Convert Detractor Customers into Promoters.

Software 98

Software Feedback Net Promoter Score Social Media 98