InMoment XI

MARCH 14, 2025

In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. But high performance doesnt happen by chance.

Average Handle Time 195

Average Handle Time Effort Score Abandon Rate Wait Times 195

InMoment XI

SEPTEMBER 21, 2021

Before we get into how to humanize and improve customer experiences , we first need to understand why structured data can’t give us all the answers. How to Humanize and Improve Customer Experiences. Numbers Alone Can’t Tell a Story. Only when a business listens to human feedback can it respond with a more human customer experience.

Customer relationships 433

Customer relationships Customer Experience Net Promoter Score Effort Score 433

eglobalis

NOVEMBER 8, 2023

How to create better business outcomes through CX design , customer experience design The post How to create better business outcomes through CX design appeared first on Eglobalis.

How To 399

How To Customer Experience Design Customer Experience Customer relationships 399

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Let’s dive in and discover how to keep your call center staffed with engaged, and high-performing agents that deliver exceptional experiences.

Call Center 130

Call Center How To Contact Center Gamification 130

GetFeedback

JANUARY 31, 2022

Insights and steps on how to deliver a better personalized customer experience based on key findings from The GetFeedback 2022 State of CX Report.

Customer Experience 368

Customer Experience How To Report Customers 368

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In this article, we’ll look at what a Customer Experience Persona is, how to create one, and how to use it when it’s done. Their challenges and celebrations – how they define wins and losses. Not sure how to fill out some of these sections? What is a CX Persona? Their goals with your brand.

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

Lumoa

JANUARY 31, 2023

Recommended reading: Business value and ROI of customer experience: the step-by-step guide How to justify a CX program to your CEO Voice of the customer: where to start? Analyze the feedback How to analyze customer feedback if you receive 5000+ individual comments per day? How to analyze customer feedback in different languages?

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

Calabrio

JANUARY 27, 2025

Customer Interaction Analytics How to Use Contact Center Speech Analytics Share Speech analytics solutions gather insights into the performance of contact centers and other operating areas within an enterprise.These solutions analyze recorded conversations, which means that they know what is happening in the contact center and can often identify what (..)

Contact Center 130

Contact Center Analytics How To Gamification 130

Calabrio

JANUARY 27, 2025

Customer Experience How to Use Contact Center Speech Analytics Share Speech analytics solutions gather insights into the performance of contact centers and other operating areas within an enterprise.These solutions analyze recorded conversations, which means that they know what is happening in the contact center and can often identify what needs to (..)

Contact Center 130

Contact Center Analytics How To Gamification 130

InMoment XI

DECEMBER 15, 2022

Want to learn more about understanding your customers, and how to kickstart the next digital trend? But, if you interact with them through various social channels, you may be able to get a clearer picture of who they are, and what they want from you. Watch the full presentation here!

Trends 397

Trends How To Social Media Survey 397

Experience Investigators by 360Connext

FEBRUARY 18, 2025

You may see many people say the implementation is too complicated, so you can create new onboarding guides, how-to documents, and instructional videos to guide customers through the process. Depending on the type of product, look for how to engage with customers past the initial purchase. Look at their usage and behavioral analytics.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

eglobalis

NOVEMBER 1, 2023

How to boost customer loyalty in a tough economy - Customer Experience The post How to boost customer loyalty in a tough economy appeared first on Eglobalis.

Loyalty 358

Loyalty How To Customers Customer Experience 358

InMoment XI

OCTOBER 4, 2023

Using Data to Capture Insights Another theme I hear from clients and prospects is that they have more data than they know what to do with or how to get insights from it (pillar #2 from integrated CX). If you’re looking for a starting point, check out this resource on how to speak the C-Suite’s language when it comes to experience programs !

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

InMoment XI

AUGUST 31, 2022

Most banks rely on surveys to engage with their customers and gather this valuable intelligence, which is why today’s conversation focuses not ‘just’ on how to build a great survey, but how to do so in a way that speaks effectively to banking customers. Interested in learning more on how to do all that?

Banking 370

Banking Survey How To eBook 370

InMoment XI

JANUARY 22, 2025

For enterprise grocery businesses with hundreds or even thousands of individual stores, local SEO is tricky business. Maintaining an effective online presence is crucial for increasing foot traffic and online visibility. But manually keeping every listing on every site and service up to date is challenging with a single store.

How To 195

How To Social Media Software ROI 195

Lumoa

FEBRUARY 7, 2023

How do you collect VoC data? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)? How to make customer-centric decisions based on VoC Now that you have your data, how can you put it into a usable format so you can make decisions with it?

Analysis 396

Analysis Data How To Customer Centricity 396

InMoment XI

DECEMBER 19, 2022

But don’t worry, we will walk you through how to be the type of survey builder that takes into account the feedback experience, so that you can understand what actions need to be taken to improve customer experiences and even address your customers future needs!

Survey 370

Survey Customer Journeys How To Touchpoint 370

ShepHyken

JANUARY 14, 2025

How do personal interactions complement technology in creating a seamless customer service experience? This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences?

Customer Experience 133

Customer Experience Hospitality How To Brands 133

Calabrio

MARCH 5, 2025

Analytics First Response Time (FRT): How to Measure and Improve Share What is first response time (FRT)? How to calculate first response time Measuring FRT is straightforward but requires consistent tracking. By reducing the manual workload on agents, AI frees up their time to focus on addressing customer queries promptly.

Measurement 100

Measurement How To Self Service Contact Center 100

eglobalis

SEPTEMBER 16, 2024

This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels. This solution provided real-time insights on how to increase crop yields, improving customer experience.

B2B 329

B2B Strategy Customer Experience Customer Journeys 329

InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? When most folks think of friction, they probably think of middle school science class. But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn.

Customer Journeys 397

Customer Journeys How To Touchpoint Infographics 397

Experience Investigators by 360Connext

JANUARY 18, 2022

And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. Dedicate themselves to ongoing learning — both about how to improve the customer experience, and in listening and incorporating customer feedback. How we gather feedback.

How To 378

How To Customer Journeys Culture Training 378

InMoment XI

JANUARY 4, 2022

We’ve all been there. You’re shopping for something online and you start to compare options on different websites. You’re excited to explore a particular item, but as soon as you click into the brand’s website, a little window pops up asking you what you think of the website experience. What experience?” you think. “I

Feedback 448

Feedback Customer Experience How To Survey 448

InMoment XI

SEPTEMBER 22, 2022

Today, we’re going to go through those causes, how their impact goes far beyond surveys, and what brands like yours can do to respond to this continuous drop in numbers. This is especially true right now, when survey response rates are declining due to a litany of new and unprecedented causes.

Survey 370

Survey How To Social Media Trends 370

InMoment XI

MARCH 10, 2022

Once you’ve completed the design legwork and gathered this ultra-pertinent data, how best can you scour it for actionable insights and meaningfully transform your brand in a way customers will appreciate?

How To 370

How To Social Media Survey Data 370

C3Centricity

JANUARY 25, 2025

The Fix: L’Oral’s “Dynamic Consumer DNA” … Click to continue reading The post Why Your AI Marketing Strategy Is Failing (And How to Fix It) first appeared on c3centricity. Unilever found their segments were outdated within three months of creation.

Marketing 156

Marketing Strategy How To Analytics 156

eglobalis

MAY 20, 2024

This article provides a step-by-step guide to establishing an EX program tailored to your company’s unique culture and workforce. We will explore fundamental principles, common pitfalls to avoid, and share real-life examples from industry leaders. By examining how companies like Google, Salesforce, and Toyota have successfully implemented their EX programs, you will gain valuable insights into creating a strategic EX design that aligns with your organizational goals and values. Additionally, we

Employee Experience 407

Employee Experience Company How To 407

Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions. Analytics What is First Call Resolution? Create a comprehensive knowledge base and utilize IVR systems.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

InMoment XI

OCTOBER 5, 2022

Anytime you enter a retail store or dine at a restaurant, we bet you have some very definite expectations, one of which is to have a pleasant interaction with the staff. And as the world’s most successful brands know, in order to meet that expectation they need to provide both staff training and staff motivation to make that happen.

How To 370

How To Feedback Customer Centricity Strategy 370

InMoment XI

JULY 7, 2022

Brand equity could help increase your profit margins and how customers view your brand, so it’s an important aspect of your business to nurture. We’ll walk you through the important aspects of brand equity, how to build good brand equity, and why it matters to help you get started nurturing your brand equity. Elements of Brand Equity.

Brands 369

Brands How To ROI Social Media 369