GetFeedback

AUGUST 7, 2019

What you may not know is managing a mobile workforce is no easy feat. Without an automated management system—like Salesforce’s Field Service Lightning (FSL)—it’s a bit like herding cats. With GetFeedback, you can capture real-time customer feedback and deliver better onsite service experiences. When should this feature be used?

Telecommunications 170

Telecommunications Transportation Survey Feedback 170

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). VoC is about continuous, real-time feedback.

Measurement 210

Measurement CEM Telecommunications Wireless 210

CX Accelerator

AUGUST 19, 2019

It helps you, as a CX Manager, focus on the metrics that are important. How you gain that understanding involves regression analysis on customer feedback data which is well outside the realm of this post so I’m going to leave that for another day.

Customer Journeys 345

Customer Journeys Telecommunications Metrics Touchpoint 345

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. Hold queues and smart call routing play a pivotal role.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Lumoa

SEPTEMBER 16, 2022

In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. There were previously 45% of people sharing negative feedback on social media and only 32% sharing positive feedback. Streaming services, telecommunication industry, etc.). Net Promoter Score in a nutshell. retail industry).

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

Zonka Feedback

JULY 10, 2023

Industries like telecommunications, oil, gas, energy, aviation, and healthcare are all finding ways to utilize artificial intelligence. Check out ways in which AI is impacting customer service & how you can use it too. Artificial Intelligence (AI) is prevalent in many industries and becoming integral to business processes.

Customer Service 52

Customer Service Telecommunications Healthcare Industry 52

CX Accelerator

AUGUST 19, 2019

It helps you, as a CX Manager, focus on the metrics that are important. How you gain that understanding involves regression analysis on customer feedback data which is well outside the realm of this post so I’m going to leave that for another day.

Customer Journeys 182

Customer Journeys Telecommunications Metrics Touchpoint 182

CX Accelerator

AUGUST 19, 2019

It helps you, as a CX Manager, focus on the metrics that are important. How you gain that understanding involves regression analysis on customer feedback data which is well outside the realm of this post so I’m going to leave that for another day.

Customer Journeys 182

Customer Journeys Telecommunications Metrics Touchpoint 182

CSM Magazine

MAY 16, 2023

Sigma Connected, which provides customer contact services for the utilities, financial, telecommunications and retail sectors, has been accredited in this year’s list within the Best Big Company category. In just over a decade we have grown extensively but also managed to keep an all-important family feel at the heart of the business.

Connections 52

Connections Telecommunications Culture Government 52

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. Unite the Silos Under a Shared Vision. Thanks so much to Customervillle ! Enjoy the show!

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

CSM Magazine

NOVEMBER 7, 2018

A recent study by Jaywing claimed that 73 percent of telecommunications and utilities marketers would rank improving their customer contact strategy as the top priority for data-driven marketing, so how can utility brands enhance the overall interaction between supplier and consumer? Keep it simple. About the Author.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

NobelBiz

JULY 31, 2023

Call queuing is an indispensable telecommunication feature that places incoming calls in a sequence based on various criteria. In essence, it’s the digital waiting room of the telecommunication world. Data-Driven Insights from the Queue Beyond managing and directing calls, modern call queuing systems are goldmines of data.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Magellan Solutions

MAY 15, 2023

Emergency Dispatch If you have a medical clinic or a property management company, you can hire operators for dispatching emergency services. Improve Business Reputation Outsourcing answering services can help boost your business reputation by providing a professional, consistent, and efficient way to manage customer calls.

Telecommunications 98

Telecommunications Poor Customer Service Customer relationships Loyalty 98

Alliance by IFS

JANUARY 18, 2019

Don’t take our word for it that Alliance Enterprise is the best field service management software on the market, listen to our customers! The Vice President of a Telecommunications company said: “Astea Alliance is a full featured field service software that covers almost every need you may have. Read all our reviews on Capterra.

Software 86

Software Telecommunications System Management 86

TechSee

FEBRUARY 21, 2022

For example, usage-based insurance (UBI) products are tailored to the behavior of individual consumers, using data from in-vehicle telecommunication systems (telematics) to determine a consumer’s driving safety score. Download this TechSee eBook to to explore the computer vision advantage in insurance claims processing.

Innovation 109

Innovation Company Self Service Insurance 109

Experience Investigators by 360Connext

MARCH 16, 2015

Customer feedback is the key to the kingdom when creating the best experience for your customers. But if you really want to make a difference, you must move past typical methods for gathering feedback, and discover new ways to actually turn that knowledge into actions that drive change. Free webinar this Thursday.

Customer Experience 110

Customer Experience Conference Telecommunications Automotive 110

Alliance by IFS

JANUARY 18, 2019

Don’t take our word for it that Alliance Enterprise is the best field service management software on the market, listen to our customers! The Vice President of a Telecommunications company said: “Astea Alliance is a full featured field service software that covers almost every need you may have. Read all our reviews on Capterra.

Software 78

Software Telecommunications System Management 78

SurveySensum

OCTOBER 9, 2023

QuestionPro is a survey and research software platform used for creating, distributing, and analyzing customer feedback in real-time. SurveySensum doesn’t just fill the role; it excels in providing a powerful yet user-friendly platform for managing customer experience and feedback. But every tool has its limitations.

Multi-Channel 52

Multi-Channel Analysis Survey Analytics 52

Call Experts

JUNE 22, 2021

Independent judges are contracted by ATSI to evaluate telecommunications and call center services including telephone answering, message services, and other essential services. Feedback is an invaluable part of our desire for continuous improvement. Call Experts was presented with the award at ATSI’s 2021 conference in Kansas City, MO.

Contact Center 52

Contact Center Telecommunications Call Center Conference 52

Thematic

OCTOBER 8, 2018

Thematic has been working with a global telecommunications provider who has been measuring NPS using an established Voice-of-Customer platform for many years. And finding out ‘what is the NPS of a specific theme in feedback’”. . Do you measure transactional Net Promoter Score (NPS)? Understand customer priorities and find insights.

Net Promoter Score 59

Net Promoter Score Telecommunications NPS Measurement 59

Alliance by IFS

APRIL 5, 2019

When you’re looking to upgrade your business’s IT solutions, you want to read field service software management reviews from actual users. The Vice President of a Telecommunications Company Said: “Astea Alliance is a full-featured field service software that covers almost every need you may have. Here’s what they had to say!

Software 77

Software Marketing Telecommunications ROI 77

SurveySparrow

FEBRUARY 10, 2020

As a product manager, you will have to know your product health, if there are any issues concerning your product, how does your team work on it and a lot more. Yes, the Product Management KPIs. What is product management KPI? How to choose the right product management KPIs? #1 Well, you know what I am talking about right?

Metrics 52

Metrics Management NPS Effort Score 52

PeopleMetrics

JULY 31, 2018

Structured Feedback. Structured customer feedback is the most common, the easiest to deal with, and super important in spite of this lesson’s title. For example, consider this graph, which is easily rendered based on structured responses: What’s not easy is unstructured customer feedback that often follows a structured question.

Analytics 79

Analytics CEM Telecommunications Hotels 79

Beyond Philosophy

JUNE 11, 2021

Reichheld believes that taking feedback from the wrong customers makes frontline employees feel more alienated from the system of the NPS. Your frontline employees, Reichheld argues, should be empowered to choose the customers from whom they receive feedback. I spent 20 years of my life working in a large telecommunications company.

Net Promoter Score 99

Net Promoter Score Airlines Resources Banking 99

PeopleMetrics

DECEMBER 27, 2019

In a telecommunications company, for example, the IT department has a system that houses all the technician appointments for the day, including specific customer information such as email address and phone number. In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means.

CEM 82

CEM Telecommunications Software Analytics 82

NobelBiz

JUNE 13, 2023

To recognize if your calls are being labeled as spam, pay close attention to the response rate and customer feedback. While there may be legitimate reasons for making numerous outbound calls, without proper number management and dialing strategies, this behavior often leads to labels or blocks. Ask for a cost-per-minute quote here.

Measurement 97

Measurement Guidelines Contact Center Contact Center Software 97

SurveySensum

APRIL 28, 2023

Closing the Feedback Loop But the most important part of using NPS in customer service is what you do with the feedback you get. By gathering feedback through NPS surveys, businesses can gain valuable insights into customer expectations and preferences. You need to ACT on it!

NPS 52

NPS Loyalty Measurement Customer Service 52

Customer Bliss

MARCH 8, 2018

After spending 2 years on the front line, she became a manager of the call center, moved into product management, and even did a bit of marketing and user experience. She starting with the areas where she knew there were customer pain points and gathered the customer feedback. Thanks so much to Customervillle! Enjoy the show!

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

Centercode

NOVEMBER 27, 2019

In the spirit of the season, we asked our Customer Success and Managed Services teams to share some of the most meaningful thank-yous they’ve received from customers and testers. and it really shines in the feedback they receive on a daily basis. Diego, Program Manager. ” Doug, Program Manager.

Telecommunications 78

Telecommunications Customer Success Customers Technology 78

Bold360

APRIL 6, 2021

With a clear view from the frontlines of what Bold360 customers have been experiencing, Customer Relationship Manager Shai Horstock explains the shift enterprises have had to make in order to become nimbler, a change that won’t (and shouldn’t) go back to the pre-pandemic normal. Take one of our UK telecommunications customers, for example.

Roadmap 52

Roadmap Self Service Chatbots Telecommunications 52

COPC

APRIL 20, 2020

As a diversified BPO, Sunshine Financial Service touches many different industries including finance, telecommunications and IT, among others. This step, which was mostly conducted via live video conferencing, included a process audit, as well as interviews with more than 20 key personnel including team leaders and senior managers.

Financial 53

Financial Insurance Telecommunications Consulting 53

SurveySensum

JUNE 15, 2023

It’s no wonder companies like Link Net , a telecommunication giant, have made it a top priority to boost their customer satisfaction scores. So it’s crucial to interpret CSAT scores alongside qualitative feedback and prioritize continuous improvement to meet their evolving needs. So far so good?

How To 52

How To Effort Score Customer Satisfaction Survey 52

CSM Magazine

JULY 3, 2020

Michael Reiserer, MD EASY Software Germany, highlights findings from a recent UK survey that reveal many companies are making good progress towards employee and supplier experience management but there is still work to be done. Effective customer relationship management demands a 360° view of experience management.

Self Service 52

Self Service Telecommunications Customer Relationship Management Software 52

Customer Bliss

SEPTEMBER 19, 2017

Prior to Alteryx, Libby was a leading sales representative for the media, advertising, telecommunications and automotive industries at Strategic Mapping, a provider of spatial analytics and mapping software. Year 2: Much greater focus on the sales process, as customers were giving feedback on “the selling motion” in this year.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

NobelBiz

FEBRUARY 21, 2023

It instantly collects “on-the-spot” comments after a purchase experience or engagement with the brand to offer real-time client feedback. By delving a bit deeper into this signal, your managers may discover which components of the product, service, company, or customer service the consumer loved or not.

Customer Satisfaction 52

Customer Satisfaction Measurement How To Call Center 52

Magellan Solutions

DECEMBER 5, 2019

This smart move allowed them to gather essential feedback which later helped them to create a tool and give it a unique personality. In the beginning, only a team of four people work on the development and management of this project management tool. WhatsApp started as a small firm with around 35 employees. AccorHotels.

Company 59

Company Call Center Insurance Telecommunications 59

Magellan Solutions

MAY 16, 2021

Telecommunications. Improves supply chain management as the chat is forwarded to the right department. Provides student body a voice and healthy feedback. Telecommunications with -9.08%. Government & Non-Profit. Manufacturing. Healthcare. Consumer Products & Services. Banking & Finance. Recreation.

Telecommunications 52

Telecommunications Transportation Ecommerce Banking 52