SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

UJET

JULY 7, 2020

A quality management solution reveals both sides of the customer and agent experience. Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention.

Engagement 106

Engagement Contact Center Call Recording Trends 106

InMoment XI

DECEMBER 13, 2024

They monitor customer experience KPIs like Net Promoter Score (NPS), Customer Effort Score (CES), and resolution time. These dashboards enable CX teams to identify and resolve customer pain points with a data-driven approach. As a result, they gain actionable insights into boosting customer retention and loyalty.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

NobelBiz

JANUARY 28, 2025

Insurance For insurance call centers, customer retention is paramount. The Policy Renewal Rate measures loyalty by tracking how many customers renew their policies. Consider using role-playing exercises and call recordings to reinforce best practices and build agent confidence.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

UJET

JULY 7, 2020

A quality management solution reveals both sides of the customer and agent experience. Call recordings, chat records, and chatbot communication will reveal what’s working, places to improve, and new opportunities for customer retention.

Engagement 96

Engagement Contact Center Call Recording Trends 96

SurveySensum

OCTOBER 29, 2024

Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand. So, if you want to boost your customer retention rate then better pay attention to those customer interactions. Let’s understand each of them.

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

Call Experts

NOVEMBER 25, 2020

Call Recording, reporting, and trends are at your fingertips. Another essential feature of VoIP is its ability to track, record, analyze, and rate calls. You can record and analyze calls to improve customer service and customer experience. click here.

Contact Center 64

Contact Center Call Recording Trends Customer Retention 64

Inbenta

MAY 7, 2021

Take a look at customer feedback, online reviews, and data on customer retention. You should also find out how your customer service agents feel about their own performance. Improvements always begin with a solid plan. First of all, take a look at how your company is currently doing.

Customer Service 116

Customer Service Social Media How To Software 116

ECXO

MARCH 24, 2024

The Impact of Hyper-Personalization on Customer Experience Hyper-personalization, powered by AI, has a profound impact on customer experience. By creating a personalized journey for each customer, brands can enhance customer engagement, build stronger relationships, increase customer retention, and improve customer satisfaction.

Customer Experience 156

Customer Experience Social Media Loyalty Analysis 156

CSM Magazine

SEPTEMBER 8, 2023

Technology as an agent enabler Agents should be empowered with technology to help their day-to-day, rather than being held back by it – such as AI-driven software that ensures accurate call recordings and efficient customer routing, or software which removes background noise on both agent and customer sides.

Brands 59

Brands Average Handle Time Call Recording Software 59

Magellan Solutions

OCTOBER 3, 2022

An outbound call is a brilliant approach for firms to connect with their target audience, develop loyalty, or anticipate and meet possible client demands. Phone etiquette is one of the most crucial components of the customer experience. An outbound script will be more effective if it has more input from agents and customers.

Call Center 75

Call Center Guidelines Consumers Call Recording 75

NobelBiz

FEBRUARY 13, 2024

” Chris Robinson, featured in the NobelBiz First Contact podcast, emphasizes the strategic importance of self-service in customer retention: “By implementing comprehensive self-service options, businesses can drastically reduce churn. Quality assurance is more than a checklist; it’s a pathway to excellence.

Call Center 59

Call Center Self Service Software Contact Center 59

NobelBiz

APRIL 3, 2023

The Benefits of Effective Call Center Quality Management Effective call center quality management can bring several benefits to businesses, including: Improved Customer Satisfaction By focusing on quality, businesses can provide better customer service, which leads to improved customer retention and satisfaction.

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

Pointillist

NOVEMBER 11, 2019

Integrate Structured Data with Unstructured Data Advanced customer journey analytics platforms integrate structured customer interaction data from your website, CRM system and other sources with your unstructured data from IVR systems, web chat transcripts, audio call recordings etc.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

SurveySparrow

JUNE 25, 2024

Pricing You will get a customized quote upon selecting the team size and required features. Jiminny: For Sales Call Recording and Customer Profiling Source: jiminny.com Jiminny is a customer intelligence platform initiated in 2016 by Tom Lavery, Shelley Lavery, and James Graham. Did you get what I meant?

Software 52

Software Tools Analysis Analytics 52

NobelBiz

JULY 26, 2022

Call score might be based on “manual” qualifying / classification by agents or on speech analytics algorithms. The importance of call scoring For inbound call center call scoring may help call center agents to be more efficient, minimize client turnovers, and increase customer retention.

Call Center 52

Call Center Effort Score Contact Center Telecommunications 52

LiveChat

OCTOBER 24, 2016

A flexible omnichannel customer service ecosystem empowers your customers to have a responsive, personalized and seamless experience – they can buy on multiple platforms, submit queries, initiate returns, use discount vouchers, benefit from loyalty programs, and so on. What do your favorite customers think about you?

Loyalty 28

Loyalty Omni-Channel Customer Retention Poor Customer Service 28

Gainsight

DECEMBER 15, 2023

Here’s how: Get your CSMs to listen to Sales call recordings or, even better, be a “fly on the wall” to shadow them on live Sales calls. To make sure your CSMs get a clearer picture, pair them up with your company’s top sellers so they can learn from the best.

Tips 52

Tips Leadership Sales Call Recording 52

SurveySparrow

JULY 3, 2021

Customer experience wasn’t always the trendy topic it is today. Brands typically prioritized competitive pricing and product development over the actual experience of their customers. So why is customer experience significant all of a sudden? Use a phone system to listen in on customer or prospect conversations.

Brands 59

Brands Customer Experience Customer Journeys Social Media 59

NobelBiz

APRIL 27, 2021

But the questions remain, how do you keep your customers happy? How can a contact center solution enhance customer loyalty? Understanding Customer Loyalty Customer retention is described as a contact center’s ability to keep its customers over time.

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

NobelBiz

MARCH 14, 2022

Cloud Contact Center Solutions such as NobelBiz Omni+ allow you to coach your agents in real-time with features such as double-listening or discreet intervention during a call. Call recordings can also be used as training material to highlight your best agents’ best practices for the benefit of your less experienced employees.

Contact Center 52

Contact Center Average Handle Time Omni-Channel Call Center 52

Magellan Solutions

MARCH 9, 2021

Factors You Should Know About Customer Service Outsourcing. Customer service outsourcing is a strategy to improve customer retention. Top businesses succeed due to a lot of reasons and among them is good customer service. But how do we gauge that customer service plays a vital role in business? Percentage.

Customer Service 52

Customer Service Call Center CRM Customer Service Representative 52

NobelBiz

MARCH 23, 2022

If you want to use capabilities like call recording, you’ll need a lot of storage space. Here are some data and metrics to consider when estimating your revenue: Lifetime Client Value: That is to say, calculate the average length of time your customers remain loyal to you. This will allow you to estimate the revenue generated.

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

Thematic

JULY 15, 2024

Thematic is known for its advanced AI capabilities which automatically categorize customer interactions into themes so you can uncover hidden patterns and trends in customer conversations. In Thematic integrations pull your data from all your channels and funnel your customer interactions into the platform for analysis.

Analytics 62

Analytics Effort Score Analysis Net Promoter Score 62

CustomerSuccessBox

FEBRUARY 20, 2022

Best known for its customer health score that looks into 5 aspects to monitor, such as product adoption health, relationship health, financial health, service health, and external factors. It handles 2200 events per second to give out accurate customer account health for all the users. Lacks a mobile application for accessibility.

Measurement 52

Measurement Tools Effort Score Software 52

SmartKarrot

APRIL 20, 2023

Collect data associated with each customer interaction, including the information gathered via emails, phone calls, social media interactions, and live chats. All this data can be used to enhance the customer experience and identify the areas of improvement. This helps improve customer retention rates and increases revenue.

Resources 19

Resources Customer Success Chatbots Analytics 19

SmartKarrot

MAY 2, 2023

It involves the use of NLP and Machine Learning algorithms to identify sentiment patterns, evaluate the tone of voice, and extract actionable insights from unstructured data sources such as call recordings or chat logs. The goal is to provide valuable insights that can help businesses improve customer satisfaction levels.

How To 10

How To Social Media Net Promoter Score Chatbots 10

CSM Magazine

JUNE 27, 2022

How effectively did they answer the customer’s question or concern? More importantly, what was the customer’s demeanor at the end of the phone call? Businesses can use call recording software for sales teams to help train staff, resolve issues, and improve customer experiences. Be Mindful Of Hold Times.

Customer Experience 52

Customer Experience Social Media Customer Service Representative Call Center 52