Execs In The Know

FEBRUARY 16, 2023

Western Union agents who mastered soft skills and best methods with Zenarate achieved faster speed-to-proficiency, received better call quality and compliance scores, and drove higher customer satisfaction scores as soon as 30 days of engaging with live customers.

AI 52

AI Scorecard Contact Center Compliance 52

DMG Consulting

DECEMBER 11, 2017

Different types of contact centers – customer service, sales, collections, etc. Below are list of KPIs to measure various aspects of a customer service contact center. need different combinations of KPIs to allow the manager to do their job. Number (or percentage) of holds. Call abandonment rate.

Contact Center 54

Contact Center Social Media Scorecard Customer Satisfaction 54

SugarCRM

AUGUST 1, 2024

Our customer service system is centralized on Sugar Serve, enabling us to provide tailored solutions swiftly and effectively All the areas within the company that provide services, like IT and our finance department, use Sell to track all interactions and incidents, and we also use Market for segmentation.”

Net Promoter Score 26

Net Promoter Score CRM Manufacturing Finance 26

Ameyo Callversations

AUGUST 9, 2022

In contrast, Voice bots proved to be more highly efficient than live agents, which led to enhanced customer satisfaction. Improved Customer Service. Manually collecting and filling routine information about customers can engage a lot of time for agents/employees, keeping them away from crucial customer issues.

Technology 52

Technology Technology Artificial Intelligence Sales 52

Shep Hyken

NOVEMBER 28, 2022

(Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction.

Customer Service 11

Customer Service Contact Center Social Media Manufacturing 11

Zendesk

NOVEMBER 16, 2021

The concept of customer service should be a part of a successful sales pipeline , but at the end of the day, many sales are about pushing the product, not necessarily resolving issues. Customer satisfaction is an element, but not the point of the sales team.

Sales 98

Sales Customer Service Non-Profits Start-ups 98

Intercom

MARCH 23, 2023

In the next 15 years, he worked in a variety of functions, from IT to customer service, sales, and marketing, until he set up his own practice, Watermark Consulting , where he helps organizations capitalize on the power of loyalty. Beyond customer satisfaction Liam: Oh, I love that. Why should we all rethink that?

CX 59

CX Customer Experience Retail Start-ups 59

SugarCRM

FEBRUARY 26, 2019

Customer service processes can be managed tightly via CRM and it’s the best way to keep a real-time view of customer satisfaction. By understanding each customer touchpoint and empowering your people with the right tools and information you can make excellent customer experience the norm.

CRM 43

CRM Social Media Sales Government 43

SurveySensum

JULY 14, 2020

Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author . Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Uniphore

OCTOBER 26, 2021

Uniphore provides a unique value proposition that combines improved CX along with a great return-on-investment, increasing customer satisfaction while driving cost savings. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more.

Innovation 179

Innovation AI Artificial Intelligence Sales 179