GetFeedback

AUGUST 7, 2019

With GetFeedback, you can capture real-time customer feedback and deliver better onsite service experiences. Surveys can be distributed across any channel, like email or SMS , immediately after a work order is closed so your feedback program is instant and automated. How does GetFeedback for Field Service Lightning work?

Telecommunications 170

Telecommunications Transportation Survey Feedback 170

PeopleMetrics

JULY 17, 2018

A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services. VoC is about continuous, real-time feedback. Market Research vs. VoC.

Measurement 210

Measurement CEM Telecommunications Wireless 210

Call Experts

APRIL 8, 2024

This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services, including telephone answering and message delivery across North America and the UK. Feedback is an invaluable part of our desire for continuous improvement.

Telecommunications 52

Telecommunications Call Center Contact Center Conference 52

PeopleMetrics

DECEMBER 1, 2021

Their secret sauce is creating high-value customer panels, ga thering regular feedback and applying proprietary qualitative and quantitative analytical techniques to distill what is most important. Identifying these customers, enabling continuous feedback loops and improving their experiences is work every company should prioritize.

Telecommunications 118

Telecommunications B2C B2B Hotels 118

CX Accelerator

AUGUST 19, 2019

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. The key here is to understand the drivers of customer satisfaction in each of your journey stages.

Customer Journeys 345

Customer Journeys Telecommunications Metrics Touchpoint 345

SurveySensum

JUNE 24, 2019

Customer feedback collected and analyzed by using algorithms can redefine the way telecom companies used to take care of customer satisfaction. However, with the advent of AI, the feedback is no longer remain the same as it now tells the real-time insights and storytelling to improve customer experience. But why it’s crucial?

Net Promoter Score 40

Net Promoter Score Feedback Industry NPS 40

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

TechSee

JANUARY 7, 2020

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Customer feedback. Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Kerry Bodine

AUGUST 14, 2020

Can you give some examples of identifying a journey in the telecommunications industry? Would you use or start with data/feedback/research from customer when designing the journey? Start with surveying customers to get their feedback about key journeys. Design The Journey. Absolutely.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Lumoa

SEPTEMBER 16, 2022

There were previously 45% of people sharing negative feedback on social media and only 32% sharing positive feedback. Streaming services, telecommunication industry, etc.). A score of less than 4 means a business will less likely to receive negative feedback when an interruption happens. retail industry).

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

Call Experts

JUNE 22, 2023

This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services, including telephone answering and message delivery across North America and the UK. Feedback is an invaluable part of our desire for continuous improvement.

Telecommunications 52

Telecommunications Call Center Contact Center Conference 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. Thanks so much to Customervillle ! Enjoy the show!

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

CX Accelerator

AUGUST 19, 2019

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. The key here is to understand the drivers of customer satisfaction in each of your journey stages.

Customer Journeys 182

Customer Journeys Telecommunications Metrics Touchpoint 182

CX Accelerator

AUGUST 19, 2019

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. The key here is to understand the drivers of customer satisfaction in each of your journey stages.

Customer Journeys 182

Customer Journeys Telecommunications Metrics Touchpoint 182

Alida

MARCH 21, 2018

For example, Telstra, Australia’s leading telecommunications provider, adds context to NPS by creating “relationship memory” through My Telstra Experience (MTE), a customer insight community. How insight-driven companies improve and enhance NPS. Better still, Alliant has improved the overall customer experience.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. This feedback can highlight specific areas where agents excel or need improvement. Use this feedback to make informed improvements.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

SurveySensum

JUNE 9, 2023

How likely are you to recommend our telecommunications services to friends or colleagues? Would you recommend our telecommunications services to friends or colleagues based on the recent network coverage experience? These surveys are asked from customers after a support call to gather feedback on the quality and experience.

Customer Satisfaction 52

Customer Satisfaction Survey Net Promoter Score Effort Score 52

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. It saw the average happiness at Sigma being placed at 78%, with 80% of people feeling job satisfaction.

Connections 52

Connections Telecommunications Culture Government 52

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.

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. Feedback Integration: Post-call feedback can further refine this routing, ensuring the best agent-customer matches.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Magellan Solutions

MAY 15, 2023

Furthermore, you don’t need to invest in expensive business phone systems, telecommunications software, and other equipment to handle your phone lines. That way, you can improve employee productivity, save time, generate leads, provide customer feedback, customize, and provide multichannel support to your customers.

Telecommunications 98

Telecommunications Poor Customer Service Customer relationships Loyalty 98

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

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

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

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

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

TechSee

MARCH 31, 2020

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications. And since they’re right there on the driveway, they can respond on the spot to customer feedback and avoid a repeat dispatch.

e-support 145

e-support Telecommunications Travel Video 145

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

ShepHyken

OCTOBER 23, 2018

If you just focus on the feedback you already have from customers and employees, you’ll know where you need to start. He created his first business at fourteen, selling telecommunications and computer equipment. Connection: The emotional connection an employee feels. A leaders job isn’t to do everything.

Chief Customer Officer 95

Chief Customer Officer Telecommunications Employee Experience Measurement 95

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

Daniel Group

DECEMBER 3, 2020

Altec is a producer of products and services for the electric utility, telecommunications, pre-care and a variety of other industries. Thinking about your customers and the ones that you’ve gotten feedback from so far, what’s the most important thing that you think customers want from their Altec experience?

Industry 93

Industry Net Promoter Score Telecommunications Comparison 93

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

Alliance by IFS

JANUARY 18, 2019

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. The mobile component allows real time data entry from the field for instantaneous feedback.”

Software 86

Software Telecommunications System Management 86

SurveySensum

JUNE 29, 2023

Through market research, data analysis, social listening, leveraging customer feedback , conducting interviews, competitor analysis, and staying updated on industry trends. Brand Example: Link Net, a telecommunication company , faced a wave of customer complaints regarding slow internet speeds and intermittent connectivity issues.

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

NobelBiz

JUNE 13, 2023

To recognize if your calls are being labeled as spam, pay close attention to the response rate and customer feedback. Many online platforms provide reputation scores for phone numbers based on user feedback and spam alert systems. In the realm of outbound calls, perception is everything. Ask for a cost-per-minute quote here.

Measurement 97

Measurement Guidelines Contact Center Contact Center Software 97

Totango

AUGUST 5, 2020

The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. . Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic.

Engagement 103

Engagement How To Telecommunications Customer Centricity 103

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