Fonolo

DECEMBER 5, 2019

In the coming year, we expect to see AI take on more of these responsibilities in the contact center: Handling routine tasks, routing inquiries to the best place, and suggesting areas for improvement. They can be arrived at in a variety of ways, but are typically the result of simple customer surveys aimed at measuring sentiment.

Contact Center 125

Contact Center Customer Satisfaction AI Customer Survey 125

Fonolo

NOVEMBER 8, 2022

The Contact Center Guide to Managing Spikes in Call Volume. Understand Customer Behavior. Gather your customer data and really dig into their behavior and expectations. Auditing your contact center tools and software can also help improve FCR. What is First Contact Resolution in Call Center Metrics?

Contact Center 156

Contact Center Start-ups Technology Technology 156

Customer Service Life

NOVEMBER 13, 2018

I’ve written much in the past about the importance of listening to the voice of the customer and relaying these insights to the rest of the business — and I believe firmly that this is a huge responsibility and opportunity for the contact center. The contact center shouldn’t run and hide when this happens.

Contact Center 60

Contact Center CX Text Analytics Customer Service 60

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

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. With greater internet accessibility and drastic change in customer behavior, the age of e-commerce began and continues to grow. As the competition gets fierce over the years, e-commerce businesses are battling for customers’ attention. Promotion, etc.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Fonolo

SEPTEMBER 28, 2022

An after-call survey is a series of questions requesting customer feedback right after an interaction. The value is in the timing—customers will give the most accurate accounts of their service experiences shortly after they’ve happened. Here are some more tips for writing a solid after-call survey. Keep that in mind.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. That’s the power of multi-tenant contact center software for BPOs!

Contact Center 52

Contact Center Customer Service CRM Social Media 52

Customer Service Life

AUGUST 22, 2019

And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center. Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience?

NPS 107

NPS Contact Center Close the Loop Net Promoter Score 107

Taylor Reach Group

AUGUST 26, 2020

In today’s contact centers the concept of First Contact Resolution or FCR for short, is well known. And many understand the value of high FCR scores both in terms of customer satisfaction and loyalty as well as reduced operational costs. Most contact center want to improve on this element, but how?

Contact Center 121

Contact Center CRM Voice of the Customer Customer Satisfaction 121

Taylor Reach Group

NOVEMBER 18, 2019

More and more contact centers see the value of Quality Assurance in improving their operation both in terms of efficiency and effectiveness. This internally focused approach could be in conflict with what customers feel and experience. In such cases, the survey may rate the interaction result rather than the agent’s activities.

Customer Satisfaction 18

Customer Satisfaction Contact Center Scorecard Compliance 18

Customer Service Life

JUNE 8, 2020

Not only can you understand what customers are calling about, but you can better understand what’s driving satisfaction and dissatisfaction. Check out this article on the CX Accelerator blog with 10 Ways to Listen to Customers Without Surveys. What’s your take on customer surveys?

Contact Center 118

Contact Center CX Customer Survey Customer Service 118

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. End-to-End Customer Experience Transparency.

Contact Center 106

Contact Center NPS Customer Retention Technology 106

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 58

Contact Center Social Media Customer Journey Map Omnichannel 58

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. Understanding Industry Benchmarks.

Contact Center 89

Contact Center Customer Satisfaction NPS Engineering 89

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. End-to-End Customer Experience Transparency.

Contact Center 96

Contact Center NPS Customer Retention Technology 96

Fonolo

DECEMBER 13, 2022

Customer satisfaction score: Conduct customer surveys through Fonolo’s interactive voice response (IVR) to discover customer satisfaction scores. FCR is one of the most important KPIs in a call center. . Step #3: Make a List of the Problems in Your Contact Center .

Net Promoter Score 135

Net Promoter Score Customer Satisfaction Contact Center Start-ups 135

Fonolo

NOVEMBER 16, 2021

Although fantastic customer support has always been at the forefront of contact center success, statistics are beginning to expose a new trend. Now, personalizing that support and providing a tailored customer journey is being touted as an effective way to give customer satisfaction (CSAT) survey scores a boost.

Customer Service 87

Customer Service Contact Center Artificial Intelligence Machine Learning 87

Lumoa

FEBRUARY 7, 2023

Here are 6 ways you can collect VoC data: Customer Surveys: often what most people think of first when it comes time to collect feedback. Customer surveys include customer satisfaction surveys, NPS, and long-form questionnaires. This makes it impossible to understand what’s really happening.

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them.

Contact Center 91

Contact Center Customer Satisfaction Artificial Intelligence Sentiment Analysis 91

Fonolo

JANUARY 31, 2022

When we hear the word “productivity”, we often picture the volume of work a contact center agent can get done in their day. This may have been a good indicator of success a few decades ago, but today’s experts agree that delivering a quality customer experience carries more weight than the amount of time spent on the phone.

Net Promoter Score 87

Net Promoter Score Contact Center Social Media NPS 87

Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Getting all those nuts and bolts to run in perfect harmony is often referred to as call center workforce optimization (WFO).

Contact Center 81

Contact Center Social Media Omnichannel AI 81

Fonolo

MARCH 1, 2018

Let’s apply the same concept to the contact center. Some contact centers operate the same way, year after year, offering their services via the same channels, with no interest in making changes or improvements. What does your call center lack? What have customers been complaining about? Contact Center KPI’s.

Customer Service 70

Customer Service Contact Center Customer Survey Customer Feedback 70

Fonolo

MAY 24, 2018

New research from EvaluAgent shows that 90% of contact centers use multi-channel analytics to track the entire customer journey and develop comprehensive customer profiles during the process. Conduct customer surveys (find the root cause of long hold times). How can this be done?

Social Media 87

Social Media Contact Center Actionable Insights Customer Survey 87

Callminer

FEBRUARY 26, 2019

In most companies, insights are coming from three a small sample sources: complaints, customer surveys and analyzing of call center interactions. This means that statistics coming through complaints and customer surveys are not a true reflection of customer satisfaction.

Customer Satisfaction 159

Customer Satisfaction Social Media Customer Survey Actionable Insights 159

Fonolo

OCTOBER 18, 2017

Last month we shared 4 Call Center Reports Worth Your Time. A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Who wrote it: Call Center Week. Other key measures include demeanor (71%) and customer feedback (65%). Know What Makes Customers Tick.

Contact Center 117

Contact Center Customer Satisfaction NPS Touchpoint 117

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? Learn more about Balto AI’s solutions here.

Contact Center 62

Contact Center Predictive Analytics Artificial Intelligence CRM 62

Retently

OCTOBER 11, 2024

Collect Customer Feedback at Scale : Send customer surveys after service interactions, gathering ratings through stars, scales, or emojis. It’s particularly well-suited for organizations looking to enhance their customer experience while optimizing operational efficiency.

Retail 140

Retail Scorecard Sentiment Analysis Customer Service 140

Customer Service Life

MARCH 15, 2019

This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. Contact center agents might also be assisting in this work every time they apply a canned response or macro to a ticket or a chat.

AI 64

AI Machine Learning CX Net Promoter Score 64

Customer Service Life

AUGUST 26, 2019

Looking back on quarter two, the nonstop movement in the contact center technology space continues. Analytics around customer service conversations and specifically around quality and customer sentiment continues to be an important space. This article was originally published on the FCR blog on July 3, 2019.

Technology 76

Technology Technology Text Analytics Contact Center 76

Fonolo

JULY 5, 2022

That’s valuable data you can use to do better with difficult customer support issues. Other targets might include loyal or high-paying customers or first-time callers. Many contact centers use targeted monitoring to create agent quality scores. Inform your quality assurance strategy with valuable customer feedback.

Net Promoter Score 81

Net Promoter Score Customer Satisfaction Contact Center Compliance 81

Customer Service Life

APRIL 20, 2017

This breeds three different types of agents in contact centers. Having read many customer surveys, products that are outside of the warranty can be a significant hot button issue with customers. This one I’m particularly guilty of. Warranties. If a warranty is involved, add some wiggle room to the end date.

Customer Service 79

Customer Service Contact Center Social Media Start-ups 79

Execs In The Know

AUGUST 12, 2024

The flagship scoring model for sentiment analysis is the Net Promoter Score (NPS) , which is presented through a customer survey that measures customer loyalty and satisfaction on a ten-point scale based on the question, “How likely are you to recommend our company/product/service to a friend or college?”

Sentiment Analysis 52

Sentiment Analysis CX AI Machine Learning 52

Zendesk

APRIL 1, 2022

CS Ops conducts monthly audits of customer relationship management (CRM) and contact center as a service (CCaaS) software to determine whether they’re still serving the needs of success and support teams. Say you have a director of customer success who manages six CSMs. Software evaluation.

Customer Service 97

Customer Service CRM Customer Retention Customer Acquisition 97

Fonolo

AUGUST 25, 2020

Multiple choice questions are most useful for gathering categorial information about your customers. Regardless of the type of customer survey you create, the types of questions on them will be similar. 6 Secrets for Boosting Customer Satisfaction in the Contact Center.

Net Promoter Score 119

Net Promoter Score Customer Satisfaction Start-ups Contact Center 119

Aquire

AUGUST 12, 2021

Sephora offers multiple options to customers through Facebook Messenger. 3) Customer surveys. Surveys offer you the opportunity to shed light into what your customers think. First, surveying customers creates engagement by showing you listen to and value their opinion. Send them a short survey.

Social Media 98

Social Media Retail Entertainment Customer Survey 98

Zendesk

DECEMBER 30, 2020

Measure NPS, CSAT, and Customer Effort Score upon ticket closure in Zendesk and gain valuable insight into the support experience. Trigger a Wootric email or SMS survey when a ticket closes in Zendesk using webhooks. Dialog Control (Support) is an ACD system fully integrated into your contact center and Zendesk Support.

Artificial Intelligence 65

Artificial Intelligence Scorecard Contact Center Gaming 65

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. CEM is no different, but tracking metrics alone is not a strategy. However, feedback alone cannot direct a strategy.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94