CSM Magazine

APRIL 9, 2024

Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software. Call Tracking Software – The Eyes and Ears of Remote Support Call tracking software serves as the eyes and ears of customer service.

Tools 64

Tools Call Recording e-support Software 64

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

Many dashboards and reports don’t mention or track anything connected to customers. They track sales, revenue, EBITDA, and profits, among other health measurements. If you haven’t figured out what your products and services actually DO for your customers, then you need to start there. Align around purpose. We got you.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

Gainsight

APRIL 22, 2024

This alignment is what Baxi calls “community-market fit.” To ensure executive buy-in, you should discuss what metrics they want to be tracked, how they envision the community, and how they want to be involved. Tracking Community Success There are various ways to track community success.

Metrics 52

Metrics Customer relationships Customers Engagement 52

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 106

Call Center Management Contact Center Wait Times 106

Comm100

FEBRUARY 6, 2023

One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values.

Financial 191

Financial Trends Self Service Customer Experience 191

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard? All enabled by NobelBiz leading contact center technology.

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59

Call Experts

OCTOBER 5, 2023

While some call centers respond to customer service inquiries exclusively, others are also equipped to schedule appointments and more–it all depends on your requirements. In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Call Experts

APRIL 8, 2024

While some call centers respond to customer service inquiries exclusively, others are also equipped to schedule appointments and more–it all depends on your requirements. In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Retently

OCTOBER 26, 2023

With this feedback, you can make changes and improvements to your product or service. Compared to traditional email or web-based surveys, which are designed to track satisfaction and sentiment in a macro sense, Net Promoter Score can track the response to an extremely current, short-term event.

Net Promoter Score 148

Net Promoter Score NPS Feedback Survey 148

NobelBiz

NOVEMBER 27, 2023

Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. By automating the collection and organization of call details, businesses can gain valuable insights into their communication activities, improve customer interactions, and drive informed decision-making.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

2020 Research

AUGUST 21, 2023

To make confident business decisions, it is imperative for organizations to understand how and why people use their products in their day-to-day lives. While In-Home Usage Tests (IHUTs) are critical to successful product development, they can oftentimes be complex, lengthy, and expensive.

Consulting 98

Consulting Video Feedback Analysis 98

Totango

JULY 29, 2022

An effective customer expansion strategy begins with an understanding of what your customers want to achieve with your product. What goals did they set out to achieve when they purchased your product or service? Some of the metrics tracked in this Scorecard include: Accounts with 95%+ license utilization. Driving Expansion .

Strategy 111

Strategy Metrics Customers Consumers 111

Magellan Solutions

APRIL 11, 2024

It frees up valuable time for merchants to focus on core business operations, such as product development, marketing, and strategic planning. Order Management and Processing BPO agents can handle all sorts of order-related tasks for your Shopify store, like processing new orders, tracking shipments, and dealing with returns or exchanges.

e-support 95

e-support Net Promoter Score Training Policies 95

BirdEye

SEPTEMBER 15, 2023

12 ways to use AI in sales Leverage AI in sales with Birdeye FAQs about AI in sales Boost sales productivity with Birdeye What is AI in sales? Using AI in sales operations means you can supercharge your team’s productivity. Only about 35% of a sales rep’s time is spent actually selling your service or product.

Sales 111

Sales Chatbots Trends Report 111

Interactions

APRIL 16, 2024

” Gartner 2023 To provide an ideal customer experience that is cohesive, convenient, and productive, consider these three things: Metrics That Matter A sophisticated IVA can enhance a number of key metrics that you track within the call center. But, the metrics that matter most are unique to your business.

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

ChurnZero

APRIL 1, 2024

CSMs can keep better track of customer health and act on potential escalations thanks to the power of AI. And let’s not forget that sending out highly detailed recap emails after customer calls has never been easier. The human element is key to effective onboarding, especially for more complex products and services.

Customer Journeys 76

Customer Journeys Strategy Analysis Tips 76

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

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. Let’s take a closer look at these two SuccessBLOCs and how they can help you keep the channels of communication with your customers open and productive.

Communication 100

Communication NPS Case Study Metrics 100

Retently

JULY 28, 2023

The obvious solution is offering your customers a much better experience, service, and product to ensure they are happy with your business. The CXO’s influence reaches across call centers, marketing, sales, billing, customer support, and other areas where a customer-centric approach is necessary.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

BirdEye

OCTOBER 11, 2023

Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. The numbers in the previous tell us that the majority of clients for an insurance company now focus on their customer experience equally, if not more, than the product itself.

Insurance 111

Insurance Industry Customer Experience Self Service 111

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This communication is typically via letters, emails, or phone calls, and must be done within the confines of the law to avoid harassment or undue pressure.

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

ChurnZero

FEBRUARY 1, 2024

You need to know what the risk is, why you’re being called in, how you’re expected to help, and who else will be on the call. That way, as a manager, you’ll be prepared for the call rather than scrambling and side-Slacking, which the client can see you doing. That call created multithreading immediately.

Customer Success 52

Customer Success Strategy CRM Guidelines 52

SurveySensum

NOVEMBER 9, 2023

It demands product/service quality, optimized customer journey, and most importantly, excellent customer service. These are the people who create the product, organize the process, and deliver the experience to the users. They call or write in the chat, and the agent responds almost immediately. The customer is happy.

Management 52

Management Customer Experience Feedback Employee Experience 52

Retently

MAY 2, 2023

While they measure customer experience at different stages in the customer lifecycle, all three equip SaaS companies with actionable insights that can help enhance the product, reduce churn and drive growth. The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES.

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center How To Call Center Gamification 78

CSM Magazine

MARCH 24, 2022

Lasting brand loyalty is cultivated from continuous service throughout the lifecycle of any particular product and managing these engagements for quality can be difficult when multiple players are involved. For retail business, the customer journey extends far beyond the initial sales engagement. Enhance performance. About the Author.

Retail 119

Retail Self Service Customer Experience How To 119

Call Experts

MARCH 18, 2021

Too many organizations use disparate, spreadsheet-based systems for employee time and absence tracking. Many organizations don’t think about attendance tracking technology until it is too late. An attendance tracking platform. Reduces Paper and Administrative Attendance Tracking Work. employee schedules.

Self Service 75

Self Service Employee Engagement Leadership Case Study 75

BirdEye

SEPTEMBER 22, 2022

Increases productivity. A platform that provides a quick and easy way for employees to communicate with each other can help increase productivity and efficiency. McKinsey & Company estimates that online collaboration tools (like team communication apps) increased productivity by up to 30%. Improves efficiency. Home Services.

Software 98

Software How To Healthcare Video 98

BirdEye

MAY 30, 2023

Include a clear call-to-action Specifying the purpose of the survey upfront can help to increase participation rates. Adding a clear call-to-action (CTA) with the initial message encourages recipients to engage and respond. Track the results Track and analyze the results of your surveys. This is known as longevity.

Survey 95

Survey Net Promoter Score Software Feedback 95

CSM Magazine

APRIL 24, 2024

Regardless of the product or service a company provides, its emotional connection with customers is truly important, since it gives the impression that your business has a face and nature, and it cares for people, being determined to create value for them. Track purchase history, support requests, and even website browsing patterns.

Customer Service 52

Customer Service Chatbots How To Customer Relationship Management 52

Gainsight

MARCH 9, 2022

Also called “low-touch” or “tech touch” customer success, a digital-led approach uses digital tools to improve the customer experience. What aspects of the product and experience is the customer not engaging with? Here are the most important metrics to track. Product Usage. What obstacle is the customer encountering?

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. Equipping the agents with the tools and ability to maximize their productivity, the agents will make sure to get the show running. When the agents are given proper guidance, they tend to be more productive.

Call Center 87

Call Center Virtual Call Center Contact Center Average Handle Time 87

Totango

JULY 6, 2021

In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. We’ll also discuss how leveraging customer success technology can help you automate customer loyalty tracking and management. Here we’ll consider five of the best ways to track it: Customer lifetime value (CLV).

Loyalty 110

Loyalty Net Promoter Score Measurement NPS 110

Blake Morgan

OCTOBER 31, 2022

In this recent Wall Street Journal report Professor of Marketing Dr. Utpal Dholakia of Rice University calls surveys “constant intrusions” and many customers agree. But so few companies are customer-centric over being product-centric. NPS surveys have long been the standard to track CX metrics. If Not NPS Surveys, Then What?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105