Fonolo

AUGUST 24, 2017

We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. Understand Your Customers’ Expectations. Test Your Own Experience.

Contact Center 98

Contact Center Customer Satisfaction Customer Expectations NPS 98

Fonolo

OCTOBER 5, 2021

The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Creating a Customer Service Strategy That Drives Business Growth. You have your NPS.

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. The second side of that coin is the direct customer feedback related to the specific interaction in question. This is typically an email survey that asks 4-6 regarding the interaction, professionalism, ownership, resolution, NPS and ’top box’ are the usual themes.

Contact Center 98

Contact Center Compliance NPS VOC 98

Hodusoft

OCTOBER 23, 2024

What is Net Promoter Score (NPS)?​ Brief History and Overview of NPS The NPS Formula: How It’s Calculated Explanation of the NPS Scale: Promoters, Passives, and Detractors What's the NPS Score Organizations Should Aim For? In purely technical terms, Net Promoter Score is a metric to compute customer loyalty.

Net Promoter Score 52

Net Promoter Score Contact Center NPS E-commerce 52

CSAT.AI

APRIL 5, 2023

Net Promoter Score (NPS®): This metric measures the likelihood of a customer to recommend a product or service to others on a scale of 0-10. Net Promoter, Net Promoter Score, and NPS are trademarks of NICE Satmetrix, Inc., S Scripts: Pre-written or pre-recorded text or templates for agents or AI to give to customers.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Fonolo

SEPTEMBER 7, 2017

In a recent whitepaper we highlight some notable statistics around the importance of Customer Satisfaction (CSat), Customer Effort Scores (CES), and Net Promoter Score (NPS). While CSat tells you how happy customers are, NPS measures customer loyalty, and CES helps you understand where grievances lie.

Customer Satisfaction 111

Customer Satisfaction Net Promoter Score Contact Center NPS 111

Fonolo

SEPTEMBER 6, 2017

Fonolo is excited to return as a sponsor for this year’s Contact Center Demo & Conference, happening September 25-27th at Mandalay Bay in Las Vegas, Nevada. If you’re looking for more information about ICMI Demo, or still need to get tickets, visit icmi.com/contact-center-demo-conference. Plus So Much More!

Contact Center 67

Contact Center NPS Customer Satisfaction Customer Feedback 67

Hodusoft

NOVEMBER 27, 2024

So, without further ado let’s dive right into the blog post and understand why customer loyalty is the Holy Grail to business success. But a business that has a competitive advantage due to its people, especially loyal customers, will never stagnate or be priced out by competitors. Customer loyalty cannot be bought.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Customer Service Life

APRIL 27, 2018

As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. Chattermill is a system that allows you to pull customer feedback from NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) surveys into one place. Chattermill.

Contact Center 68

Contact Center Net Promoter Score Machine Learning NPS 68

Lumoa

FEBRUARY 7, 2023

The term “Voice” is used in a metaphorical sense, as customers may not express their thoughts and feelings verbally or through traditional feedback channels. VoC delves beyond the surface level of customer feedback to uncover their underlying desires, requirements, and expectations. or is it different?

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

Fonolo

FEBRUARY 22, 2018

The field of customer service is very close to my heart. As a young student I worked as a customer service representative, and as a “young” professional, I’ve dedicated myself to a solution that improves contact center interactions around the world. Whitepaper: The Contact Center Playbook for Improving CSat.

Customer Service 102

Customer Service Contact Center NPS Customer Satisfaction 102

Fonolo

MAY 7, 2015

Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Our 7 tips for great call center management are: Talk to Your Support Agents.

Contact Center 126

Contact Center Technology Technology Start-ups 126

Callminer

AUGUST 6, 2019

.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Customers expect nothing less.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

Fonolo

MARCH 15, 2018

Unfortunately, the contact center space is one that experiences great churn, making the interview process even more critical. These interview questions work for any level of the hiring hierarchy – contact center managers, supervisors, even call center agents. What’s Inside: What is CSat, NPS, and CES.

Contact Center 57

Contact Center Construction NPS Customer Satisfaction 57

Fonolo

SEPTEMBER 25, 2018

In searching for unique customer service offerings in a diversity of cultures, you’ll be expanding your cultural knowledge; gaining an appreciation and understanding of global CS practices; and gearing up for an out-of-this-world call center customer experience will bring customers back to your company time and time again.

Customer Service 110

Customer Service Hospitality Hospitality Contact Center 110

Fonolo

APRIL 14, 2022

Every year, businesses invest heavily in customer research to find out how consumers perceive them. There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular. This approach allows you to evaluate customer feedback and information to improve your call center.

Net Promoter Score 91

Net Promoter Score NPS Contact Center Customer Satisfaction 91

Fonolo

OCTOBER 12, 2017

Although you might have a clear plan in place for how to service customers, chances are there’s something you’re missing. The problem is, that most contact centers don’t know which pieces of the puzzle they need to fill. If you utilize these 5 tips on a regular basis, you’ll be sure to keep customers happy. .

Contact Center 91

Contact Center Customer Satisfaction NPS Customer Feedback 91

Fonolo

SEPTEMBER 12, 2017

However you measure client happiness – Net Promoter Score (NPS), repeat visits, repeat purchases – you can expect to see improvement. Offering a call-back reduces abandonment because, even if the total wait ends up being the same, a customer who has opted for a call-back is very unlikely to abandon. Know What Makes Customers Tick.

Contact Center 143

Contact Center Net Promoter Score Social Media Customer Satisfaction 143

Execs In The Know

JUNE 25, 2024

Execs In The Know recently spoke with customer experience (CX) leader John Sorenson on strategies for collecting and leveraging customer feedback and the importance of integrating it into every organization’s vision, mission, culture, and processes.

Customer Feedback 59

Customer Feedback Social Media CX Contact Center 59

Customer Service Life

SEPTEMBER 7, 2018

Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. They have a fun angle on customer satisfaction where customers are invited to rate their experience with the specific agent that helped them. Customers can then recommend that agents be rewarded.

Customer Satisfaction 99

Customer Satisfaction Contact Center Scorecard Customer Feedback 99

Fonolo

AUGUST 10, 2017

Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. What’s Inside: What is CSat, NPS, and CES. Making the Most of Customer Feedback.

Customer Service 97

Customer Service Contact Center NPS Customer Satisfaction 97

Fonolo

NOVEMBER 2, 2021

Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. How Your Brand Voice Can Improve Customer Engagement.

Net Promoter Score 95

Net Promoter Score Customer Service Contact Center E-commerce 95

Fonolo

AUGUST 31, 2017

What’s funny is that with all the resources we have at hand, our customers can actually be the most insightful. By examining conversations with your customers you may be able to uncover new ways of succeeding. The contact center is a great place to gather such invaluable intel. Making the Most of Customer Feedback.

Contact Center 89

Contact Center Customer Satisfaction NPS Engineering 89

Fonolo

MARCH 29, 2018

Whitepaper: The Contact Center Playbook for Improving CSat. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. What’s Inside: What is CSat, NPS, and CES. Making the Most of Customer Feedback. Know What Makes Customers Tick.

Contact Center 100

Contact Center Construction NPS Retail 100

Callminer

JULY 23, 2019

” – Greg Levin , 5 Steps for Coaching Contact Center Agents to Victory , Customer Contact Week Digital; Twitter: @CCW_Digital. million calls a year, Morgan Stanley’s contact center was heavily segmented with teams of employees handling different types of products and issues. Don’t forget the basics.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Experience Investigators

FEBRUARY 1, 2022

Without coalitions across the organization , CX leaders are often left with the role of collecting customer feedback and reporting on it, but unable to create the changes needed to act on customer needs. Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score CX 136

InteractionMetrics

NOVEMBER 11, 2024

How to Improve Surveys, Summarized: Martha and Amas discussed the problems with how companies use surveys, particularly Net Promoter Score (NPS), and offered advice on how to improve surveys to gather actionable customer feedback. But here’s some of the pros and cons of NPS that Martha and Amas discussed.

NPS 52

NPS Net Promoter Score Start-ups Unstructured Data 52

Fonolo

AUGUST 1, 2017

Customer satisfaction, otherwise known as CSat (when referring to the contact center), indicates overall customer happiness. If your business is experiencing low customer satisfaction scores you might be left scratching your head and asking “Why?” Making the Most of Customer Feedback.

Net Promoter Score 59

Net Promoter Score Contact Center Customer Satisfaction NPS 59

Fonolo

AUGUST 29, 2017

Fonolo has a nifty little solution called “ Mobile Rescue ” which asks customers for their call-back number if they are looking for assistance over-the-phone. For more evidence about how mobile call-backs can help improve metrics and avoid catastrophes, download “ The Contact Center Playbook for Improving CSat ”.

Customer Service 91

Customer Service Contact Center Customer Satisfaction NPS 91

Fonolo

OCTOBER 5, 2017

Chatbots for Contact Centers. More and more contact centers will start adopting this approach for customer service. Does that mean the rising use of bots will replace the need for contact center agents? I suggest getting familiar with chatbots and trying it out for your own contact center.

Contact Center 75

Contact Center Retail Customer Satisfaction NPS 75

Fonolo

FEBRUARY 13, 2018

Example: “1 in 4 US contact centers are looking to implement web chat within the next 12 months.” [ source ]. Example: “Contacts handled by chat increased from 1.6% I am overall bullish on chat as a big part of the customer service mix. Whitepaper: The Contact Center Playbook for Improving CSat.

Customer Service 84

Customer Service Contact Center NPS Social Media 84

Retently

OCTOBER 11, 2024

Retently as a Top QA Tool for Ecommerce and Retail Retently provides a streamlined approach to managing customer experience and Quality Assurance, making it a valuable tool for teams in helpdesk settings. With Retently, brands can stay ahead of client expectations and drive meaningful improvements to their customer service operations.

Retail 133

Retail Scorecard Sentiment Analysis Customer Service 133

Fonolo

SEPTEMBER 13, 2017

Whitepaper: The Contact Center Playbook for Improving Customer Satisfaction. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. What’s Inside: What is CSat, NPS, and CES. Making the Most of Customer Feedback.

Contact Center 150

Contact Center Social Media Customer Satisfaction NPS 150

Experience Investigators

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. However, feedback alone cannot direct a strategy. CEM is no different, but tracking metrics alone is not a strategy.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Kerry Bodine

MAY 3, 2019

Its brilliance is in its simplicity: Everyone from customers to top executives understand that willingness to recommend connects directly to an organization’s financial success. As such, I hold a special place in my heart for NPS and the people that created it. How Net Promoter Companies Thrive in a Customer-Driven World.

NPS 48

NPS Net Promoter Score Contact Center Touchpoint 48

Kerry Bodine

MAY 3, 2019

Its brilliance is in its simplicity: Everyone from customers to top executives understand that willingness to recommend connects directly to an organization’s financial success. As such, I hold a special place in my heart for NPS and the people that created it. How Net Promoter Companies Thrive in a Customer-Driven World.

NPS 48

NPS Net Promoter Score Contact Center Touchpoint 48

Fonolo

AUGUST 2, 2018

These words hold true sustenance and can dramatically impact the success of your contact center team: customer care and customer satisfaction. How you attend to your customers’ happiness levels and overall satisfaction requires critical thinking. Whitepaper: The Contact Center Playbook for Improving CSat.

Customer Satisfaction 121

Customer Satisfaction Contact Center Customer Loyalty NPS 121