Uniphore

JANUARY 24, 2022

In fact, 91 percent said they were likely to quit‡ in a recent survey, with nearly half citing stress and inadequate training. A 50% decrease in after call work effort for a major European telecommunications provider. Call Centre Helper Fall 2020 Survey ‡Enghouse Interactive 2020 Survey. Don’t blame the agents.

Call Center 130

Call Center Average Handle Time Telecommunications eBook 130

GetFeedback

AUGUST 7, 2019

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. Connect your GetFeedback survey to your Salesforce org. Pull in customer data from Salesforce to personalize the survey experience. When should this feature be used?

Telecommunications 170

Telecommunications Transportation Survey Feedback 170

PeopleMetrics

JULY 17, 2018

And in providing these answers, market researchers often wisely take a small sample of the overall population, which is less expensive and faster than surveying all customers. Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services.

Measurement 210

Measurement CEM Telecommunications Wireless 210

TechSee

JANUARY 7, 2020

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Some survey their customers at various points along the journey, learning about any hiccups before they become full-blown crises that can affect retention. Customer feedback.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

Michel Falcon Experience

AUGUST 13, 2014

Every company, regardless of size or industry, must use surveys to improve their customer experience. They often cover up these challenges by saying “surveys don’t work.” One of the greatest challenges in using email surveys is having your customers open and complete them. You must be willing to go all in.

Survey 147

Survey Net Promoter Score Case Study NPS 147

Forrester's Customer Insights

JULY 10, 2023

Every year, Forrester fields the Forrester Analytics Business Technographics® Security Survey, which provides insight into security decision-makers’ current state, challenges, and forward-looking priorities.

Data 49

Data Telecommunications Healthcare Insurance 49

Alida

MARCH 21, 2018

Second, it contributes to survey fatigue, as response rates for NPS and other surveys have declined significantly in the last decade. At the very least, researchers and CX professionals should avoid sending long surveys or asking for information you should already know. How insight-driven companies improve and enhance NPS.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

CSM Magazine

NOVEMBER 1, 2022

Top-line results, gathered via Google Consumer Surveys, indicate that consumers want “ease, greater access to agents, and better-trained agents.” Zenarate customers include 8 of the top 10 US financial institutions, and leading companies in the healthcare, insurance, telecommunications, technology, and travel industries.

Trends 52

Trends Report Consumers Telecommunications 52

Alida

MARCH 23, 2017

Telecommunication companies are under immense pressure to provide better, faster services. The problem with NPS surveys. For example, if a wireless carrier customer has a history of frustrating interactions, but the last experience happened to be relatively good, they may answer an NPS survey differently.

NPS 133

NPS Net Promoter Score Loyalty Company 133

Helen Dewdney

JULY 7, 2021

The Institute surveyed 10,000 people. The report said that the sectors with the biggest issues were transport, local public services – such as GP surgeries, councils and police services, and telecommunications. The report includes details of another survey which ran alongside the UKCSI. The devil is in the detail.

Tourism 76

Tourism Transportation Telecommunications Customer Satisfaction 76

CSM Magazine

MAY 3, 2023

Zenarate , the leading AI Simulation Training solution for contact centers, today announced the CX Agents: A Survey of CX Leaders Regarding Their Most Valuable Asset report. Survey findings revealed that 62% of respondents follow a hybrid work model. Survey findings revealed that 47% of CX leaders reported fewer than 100 agents.

Training 52

Training Report Contact Center Telecommunications 52

CSM Magazine

MAY 16, 2023

Business outsourcing provider Sigma Connected has been named as one of the UK’s top employers in this year’s prestigious The Sunday Times Best Places to Work survey. The Sunday Times survey is widely respected but also hugely important as it is based on comments from our employees across a range of areas.

Connections 52

Connections Telecommunications Culture Government 52

TechSee

OCTOBER 31, 2018

billion connected devices will be in use worldwide by 2020, more and more CSPs are jumping on the bandwagon, recognizing the value of artificial intelligence applications in the telecommunications industry. With Gartner forecasting that 20.4 Robotic Process Automation (RPA) is a form of business process automation technology based on AI.

Industry 100

Industry Telecommunications Trends Self Service 100

Gainsight

NOVEMBER 16, 2023

Telefónica Germany is one of the leading integrated telecommunications providers in Germany. These titans of customer experience harness the power of Gainsight to better leverage analytics, surveys, playbooks, Journey Orchestrator, and more to align and coordinate their organisations around their customers.

Telecommunications 52

Telecommunications Contact Center Innovation Chatbots 52

TechSee

FEBRUARY 21, 2022

80% of US survey respondents indicated that they accelerated their AI adoption over the past two years. Other surveys show that 50% of companies plan to spend more on AI, with 20% saying they would be “significantly” increasing their budgets. There is a good reason for their optimism.

Innovation 109

Innovation Company Self Service Insurance 109

NICE inContact

OCTOBER 5, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Telecommunications 185

Telecommunications Policies Financial Customer Service Representative 185

TechSee

NOVEMBER 22, 2021

One survey reports that: . higher employee office expenses for telecommunications and utilities, and . A survey by PricewaterhouseCoopers finds that about half of companies feel that remote work has caused a dip in productivity. Work-from-home staff members require several basic peripherals, such as: . improving productivity

How To 109

How To Self Service Telecommunications Software 109

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. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Kerry Bodine

AUGUST 14, 2020

Can you give some examples of identifying a journey in the telecommunications industry? Start with surveying customers to get their feedback about key journeys. Zeroes in on a specific goal, task or challenge for your customers with a defined beginning and end. Design The Journey. Like exercising, doing something (anything!)

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

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. According to a new survey , most businesses aren’t highly prepared. Companies have been caught off guard.

e-support 145

e-support Telecommunications Travel Video 145

Inbenta

MAY 16, 2022

In the last few years, the telecommunications industry has taken a significant hit in spending. It’s already predicted that revenue for telecommunication AI technology is going to grow exponentially. Telecommunication call centers are often inundated with repetitive requests around the clock. 2020 saw spending drop to $1.3

Chatbots 52

Chatbots Self Service Telecommunications Company 52

Customer Interactions

JULY 7, 2015

NICE announced today the findings of its annual Consumer Channel Preference Survey. The survey focused on their interactions with providers of financial, telecommunications, travel and hospitality, and healthcare and insurance services.

Consumers 28

Consumers Survey Telecommunications Report 28

SurveySensum

OCTOBER 9, 2023

QuestionPro is a survey and research software platform used for creating, distributing, and analyzing customer feedback in real-time. It provides a wide range of features for designing surveys, collecting responses, and generating insights from the data gathered. The branding of the survey is limited.

Multi-Channel 52

Multi-Channel Analysis Survey Analytics 52

TechSee

FEBRUARY 14, 2022

The telecommunication, manufacturing , retail , and financial sectors have all taken note and are making significant strides toward transitioning to 5G. In a McKinsey survey of telecoms regarding 5G rollouts, approximately 92% of respondents planned large-scale 5G deployments by 2022. Aggressive Timeframes .

Technology 109

Technology Self Service Wireless Telecommunications 109

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. Lynn Daniel (00:09): This is Lynn Daniel, with The Daniel group. I am here today with Mike Kedanis of Altec. They’re based in Alabama, but Mike is located in Indianapolis.

Industry 93

Industry Net Promoter Score Telecommunications Comparison 93

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. How to Design the CSAT Survey? Best Practices to Create CSAT Survey How to Collect CSAT survey data? How to Analyze the Gathered CSAT Survey Data?

How To 52

How To Effort Score Customer Satisfaction Survey 52

Grupo Noa

MARCH 8, 2022

A call center is basically a company or grouping of companies who’s job is to provide telecommunication services for other businesses. They handle their inbound and outbound communication traffic, do surveys for them, handle customer care responsibilities for them and a perform few more specialized services for them.

Call Center 52

Call Center Ecommerce Telecommunications Sales 52

Grupo Noa

MARCH 8, 2022

A call center is basically a company or grouping of companies who’s job is to provide telecommunication services for other businesses. They handle their inbound and outbound communication traffic, do surveys for them, handle customer care responsibilities for them and a perform few more specialized services for them.

Call Center 52

Call Center Ecommerce Telecommunications Sales 52

Magellan Solutions

NOVEMBER 10, 2023

IBPAP attributed the boost in headcount and revenue to growth in the following sectors: Banking Financial services and insurance Healthcare Retail Technology and telecommunications According to IBPAP’s survey, 83% of BPO companies expect growth in 2023, even during a global recession , while 17% maintain a neutral stance.

Call Center 52

Call Center Government Telecommunications Industry 52

Magellan Solutions

JANUARY 17, 2024

A 2022 McKinsey survey shows that 79% of employees prefer a hybrid word setup. As per the annual report from telecommunications firm Verizon , over 5 billion sensitive customer records were exposed in 2021 due to various digital intrusions and system compromises.

Company 52

Company Competitive Advantage Omni-Channel Telecommunications 52

SurveySensum

APRIL 28, 2023

Use the insights you gain from NPS surveys to make meaningful changes to your customer service processes. Does your customer service team NEED to implement NPS surveys? Drives growth Implementing NPS surveys is essential to improve customer satisfaction and drive growth. You need to ACT on it!

NPS 52

NPS Loyalty Measurement Customer Service 52

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. Continuing with our earlier example, the next question in the survey might be “Please tell us why you feel that way.” There is gold in each comment that customers share with you.

Analytics 79

Analytics CEM Telecommunications Hotels 79

Natalie Petouhof

JULY 14, 2015

The firm’s global work with leading companies in telecommunications, financial services, healthcare, retail, and government sectors is the basis for the articles in this recent issue. These pieces reflect on how clients are differentiating their companies through customer experience innovation.

Customer Experience 40

Customer Experience Survey Telecommunications Banking 40

SurveySensum

JULY 21, 2022

Create a FREE NPS survey now. Telecommunications giant Comcast has traditionally had poor NPS scores. The survey channel and the methodology that you used to conduct the survey will have an impact on the NPS score as well. Based on the survey, the NPS benchmark was derived as under: Use this data to drive success!

Net Promoter Score 59

Net Promoter Score NPS How To Telecommunications 59

NobelBiz

FEBRUARY 21, 2023

Let’s assume that 1000 clients responded to your customer satisfaction survey. For this, creating a survey via a form that may be offered at the end of the interaction is best. The limits of the CSAT rate are: Low response rate: Customers do not always take the time to complete satisfaction surveys. x 100, or 85%.

Customer Satisfaction 52

Customer Satisfaction Measurement How To Call Center 52

Confirmit

JUNE 26, 2017

Their experienced team of project coordinators provides deep expertise in telephone data collection, including best practices for constructing telephone surveys and dialing plans that boost response rates and compliance with TCPA and other telecommunications regulations. Download the fact sheet to learn more.

Telecommunications 40

Telecommunications Customer Voice Consulting Groups 40

Quadient

SEPTEMBER 28, 2020

This was the conclusion reached in a June 2020, Quadient-commissioned survey of 2,000 telecom customers across the UK titled, “Is Telecoms Customer Experience Fit for Purpose in the Time of Covid-19?”. This would be a wrong assumption. Do customers think switching Telecom providers is easy? . . . Service reliability is. .

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52