Uniphore

JUNE 16, 2021

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? 67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*. The post 10 Agent Superpowers That Reduce AHT and Boost NPS appeared first on Jacada.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

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. While CSAT is a transactional measure and NPS is a relationship metric, CES can be either.

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

NICE inContact

OCTOBER 10, 2018

In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. Tune in and begin transforming your contact center today. A recording of it is available here.

Contact Center 120

Contact Center Net Promoter Score Effort Score NPS 120

TechSee

JULY 24, 2023

In the contact center world, hold time is often seen as a negative thing. When customers call your contact center, they expect to be able to get their issues resolved quickly and efficiently. TechSee visual journeys can be a powerful tool for improving the customer experience in your contact center.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time CRM 109

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. Net Promoter Score (NPS). Customer Effort Score (CES).

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

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. Net Promoter Score (NPS). Customer Effort Score (CES).

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Ann Michaels and Associates

JUNE 15, 2020

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. The goal is to get as high a Net Promoter Score as possible as an indicator of customer perception of a company’s service and support. Reicheld’s premise is simple.

Net Promoter Score 59

Net Promoter Score NPS Customer Experience Contact Center 59

InMoment XI

DECEMBER 22, 2022

Indirect Feedback Methods (also known as unsolicited feedback): Call center recordings : By capturing call center or contact center recordings, you can understand factors like call frequency and burdens to the center. Glassdoor.

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

Uniphore

NOVEMBER 11, 2021

Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value. It then automatically manages the fulfillment of the promises, which improves NPS, reduces repeat calls and shortens processing time.

Banking 130

Banking Net Promoter Score Contact Center NPS 130

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Measurement Call Center How To 74

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Unpacking the types of customer interactions contact centers handle provides key insights.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

InMoment XI

JANUARY 4, 2024

Net Promoter Score (NPS) What it is: NPS is a widely used metric that assesses customer loyalty by asking a simple question: “How likely are you to recommend our brand to others?” The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

Retail 260

Retail Customer Experience Effort Score Social Media 260

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. This omnichannel approach gives companies a chance to have a one-to-one conversation with customers on their chosen platform.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

Playvox

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? These enable you to make progress on your most pressing challenges and transform into a high performance contact center. Perhaps not.

Contact Center 77

Contact Center Net Promoter Score Effort Score Metrics 77

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. As such, I hold a special place in my heart for NPS and the people that created it. One of the mysteries of the CX universe solved!

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. As such, I hold a special place in my heart for NPS and the people that created it. One of the mysteries of the CX universe solved!

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results. They’ll receive $50,000 for their contact center.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Blake Morgan

OCTOBER 31, 2022

Instead of relying on NPS, brands should consider the most valuable metrics. Most surveys are tied to Fred Reichheld’s Net Promoter Score, or NPS, which measures how likely a customer is to recommend the brand to friends and family. If Not NPS Surveys, Then What?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results. But selecting a winner won’t be easy.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Uniphore

DECEMBER 17, 2021

And it’s not hard to see why—Conversational Automation can simplify, streamline and speed up complex, time-consuming customer service processes, improving customer satisfaction (CSAT), net promoter score (NPS) and other key metrics. However, even the best solutions are only as good as the strategy behind them.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Customer Satisfaction 130

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

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Calabrio

JULY 28, 2020

The organization has 4 contact centers employing 1600 agents handling calls, chats, and tickets. The centers use Avaya Chat, LiveAgent CRM, Salesforce ticketing systems, a custom-built ticketing system, and ServiceNow. Witnessed a corresponding, positive trend in Net Promoter Score (NPS). .

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

NobelBiz

FEBRUARY 14, 2023

In a contact center, facilitate managing the large volume of daily customer interactions by using essential CRM strategies. CRM software enables contact centers to easily store and access customer information such as purchase history and contact details. This information is used to make data-driven decisions.

Contact Center 52

Contact Center CRM Measurement Strategy 52

TechSee

MAY 29, 2018

They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls. The following article is the introduction to our contact center KPIs on visual support series. Customer Service KPI #1 – NPS (Net Promoter Score).

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

NICE inContact

SEPTEMBER 30, 2019

In our webinar, Boost Contact Center KPIs with Advanced Chat for CXone , you’ll can learn key findings as well as how chat has helped ECSI — customized digital solutions for higher education—transform its contact center , improve its KPIs (key performance indicators) and exceed customer expectations.

Abandon Rate 136

Abandon Rate Net Promoter Score Contact Center Effort Score 136

Experience Investigators by 360Connext

NOVEMBER 16, 2021

To measure this, Net Promoter Score (NPS) is reported for both new customers and those who have been with the company for 13 months. In this example, a feedback program goal could be to uncover why NPS is significantly lower for the year-plus customers than the new customers.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367

eGain Blogs

FEBRUARY 27, 2018

Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chip clients. 23% improvement in FCR (First-Contact Resolution). 20% increase in NPS (Net Promoter Score).

Contact Center 63

Contact Center Net Promoter Score Average Handle Time ROI 63

Avaya

JULY 31, 2019

Artificial intelligence (AI) is considered one of the most important technologies for 2019, particularly within the contact center. This is where AI becomes a source of both excitement and concern, with many executives scratching their heads as to what the real value of contact center AI is and how they can capitalize on it.

Contact Center 58

Contact Center Net Promoter Score Financial Measurement 58

Stella Connect

OCTOBER 14, 2021

Over my career, I have run and visited many contact centers. As I have done this, I have discovered the secret ingredient of the best contact centers from an employee and customer perspective that puts them apart from others: empathy. Also, ensure that measures for the contact center team align with this directive.

Contact Center 52

Contact Center Net Promoter Score Effort Score NPS 52

Ann Michaels and Associates

MARCH 30, 2019

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. Answers to the “likely to recommend” question are rated on a scale of 0-10 and the responses are divided into three groups as follows: • Promoters (rating of 9-10).

NPS 56

NPS Net Promoter Score Customer Experience Contact Center 56

NICE inContact

NOVEMBER 7, 2018

It can also be measured through the Net Promoter Score, which is our last important metric. Net Promoter Score (NPS). NPS refers to the esteem customers have for a company. If customer satisfaction is high, every other measure will be impacted positively.

Metrics 120

Metrics Net Promoter Score Average Handle Time First Call Resolution 120

Experience Investigators by 360Connext

JANUARY 21, 2020

Typically, a VoC program has a combination of survey data , customer experience metrics like Net Promoter Score (NPS) and/or customer satisfaction (C-Sat), sometimes a place for open-ended feedback from customers and loyalty metrics like customer churn data or renewal rates. What about that 53 for NPS? Or too much?

Net Promoter Score 225

Net Promoter Score NPS Contact Center First Call Resolution 225

Experience Investigators by 360Connext

OCTOBER 13, 2020

” or “Looks like our Net Promoter Score took a tumble.” What does it mean when your NPS drops during a six-month period? For example: It could be easy to report “an increase in transactional Customer Satisfaction after an experience with the contact center.”

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

CSM Magazine

APRIL 19, 2024

By combining data from multiple sources, like surveys, social media feedback, website analytics, and interactions at contact centers, businesses can gain a clear view of their customers’ preferences, needs, and behaviors.

Interaction 59

Interaction Software Engagement Net Promoter Score 59