NICE inContact

SEPTEMBER 27, 2019

While wait times had historically been a problem for Empire, two new features quickly reduced wait times and abandon rates: skills-based routing and the callback feature. Increased customer satisfaction. Happily, Philip and Empire Today got their wish list—and more—including some welcome new functionality.

Abandon Rate 137

Abandon Rate Contact Center Case Study Call Center 137

Happy or Not

NOVEMBER 13, 2024

These examples of good customer service demonstrate how continuous customer feedback collection and actionable insights enable companies to address customer concerns, turn upset customers into satisfied ones, and improve customer satisfaction across different touchpoints. Read the full case study here 2.

Examples 36

Examples Customer Service Case Study Hospitality 36

Brandwatch CX

APRIL 1, 2025

The good news is the benefits don’t just stop at answering customer issues in a timely manner. Done right, socialmedia customer care will benefit both parties. How to deliver social customer service effectively 1. Evidence suggests using multiple channels leads to lower satisfaction. Respond faster.

Social Media 52

Social Media Customer Service Net Promoter Score Engagement 52

Thematic

FEBRUARY 26, 2025

You can’t improve what you don’t measure—and that includes customer satisfaction. But how do you know if your customers are truly happy? Are your efforts making a difference, or are dissatisfied customers slipping away? Happy customers stick around, spread the word, and drive business growth.

Customer Satisfaction 71

Customer Satisfaction Measurement Net Promoter Score Effort Score 71

NICE inContact

NOVEMBER 8, 2019

Job one: Delight customers with immediate resolution because you can meet them in their channels of choice with faster service that’s always personalized with the CRM customer information right at hand. They can also handle up to 25 interactions concurrently, driving agent productivity up and customer wait times down.

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

NobelBiz

NOVEMBER 19, 2024

Why You Need Automation in Your Contact Center In traditional contact centers, repetitive tasks, long wait times, and fragmented processes can lead to inefficiencies, dissatisfied customers, and burned-out agents. Boosting customer satisfaction : Delivering faster resolutions, personalized experiences, and 24/7 availability.

Contact Center 52

Contact Center Call Center Self Service Wait Times 52

InteractionMetrics

JANUARY 7, 2025

While not discussed in the roundtable, heres a case study widely seen as a customer journey mapping success: Starbucks Case Study Objective : Starbucks needed to pinpoint areas for enhancing its in-store and digital experiences, so they used customer journey mapping.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Thematic

OCTOBER 30, 2024

You can collect VoC data through: Surveys Interviews Reviews Social media interactions This data is crucial for understanding customer satisfaction, identifying areas for improvement, and strengthening customer relationships. This leads to increased customer satisfaction, loyalty, and retention.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

CSM Magazine

MARCH 26, 2020

In-app voice average wait times decreased by 50 percent, connecting customers to agents even faster through custom queues. Average wait times for PSTN callers decreased to under a minute with PSTN abandonment falling by 8 percent. s in-app voice service level agreement (SLA) improved by 17 percent.

Case Study 52

Case Study Study Customer Experience Wait Times 52

Totango

SEPTEMBER 23, 2021

In this post, we’ll focus on this important customer satisfaction metric. We’ll discuss how to measure CSAT within the context of your customer lifecycle. CSAT stands for customer satisfaction or, when referred to as a key performance indicator, customer satisfaction score. What Is CSAT?

Net Promoter Score 105

Net Promoter Score NPS Case Study Customer Satisfaction 105

CSM Magazine

APRIL 25, 2023

In today’s hyper-competitive market, keeping customers satisfied is more important than ever. One often overlooked aspect of enhancing customer satisfaction is the use of updated equipment in your business. Faster service delivery and reduced wait times for customers are crucial in today’s fast-paced world.

Customer Satisfaction 52

Customer Satisfaction Case Study Government Return on Investment 52

NobelBiz

DECEMBER 19, 2023

With the integration of customer relationship management (CRM) systems, intelligent routing algorithms, and automated ticketing systems, call centers can ensure that customer queries are promptly directed to the appropriate department or agent. Read the case study or watch the video !

Call Center 105

Call Center Management Contact Center Wait Times 105

Customer Bliss

AUGUST 13, 2019

That four hour window was created for the company, not for the customer, and certainly not for your mom. ” [Read more about this topic in this blog post , in which I share a case study that illustrates this point.]. Lost wages + productivity = irate customers. It says, “We put our needs ahead of yours.”

Case Study 136

Case Study Video Study Customers 136

Second to None

OCTOBER 19, 2020

How is customer satisfaction related to employee engagement? Low customer satisfaction scores may be attributable to specific causes, like wait times. When that is not the case, low customer satisfaction scores are almost always a result of employee engagement issues.

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

NobelBiz

OCTOBER 29, 2024

This article is going to look at what call handling is, study a few major call handling techniques, and then delve deep into how NobelBiz’s Omni+ solution can streamline your processes to avoid missing calls. What Is Call Handling? All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 52

Call Center Contact Center Multi-Channel Omni-Channel 52

SurveySparrow

JUNE 20, 2021

Looking for ways to improve customer satisfaction? Customer satisfaction directly impacts the growth of your business. Lower customer satisfaction levels lead to lower retention rates, which in turn affect the revenue you generate. Companies have a hard time satisfying their increasingly demanding customers.

Customer Satisfaction 52

Customer Satisfaction Social Media Loyalty Programs Wait Times 52

SurveySensum

DECEMBER 4, 2024

The answers to these questions can point out where banks need to improve, what new things they can try out, and how to boost customer satisfaction and loyalty. In banking, it is crucial to gauge customer satisfaction and loyalty. NPS metric is used to gauge a business’s customer satisfaction and loyalty.

Banking 52

Banking NPS Financial Net Promoter Score 52

Kayako

MARCH 3, 2016

Customer churn. Call wait time. — — — — — — — — — — — —. This metric looks at the total number of times your customers interact with your support team across any channel that you support. . — — — — — — — — — — — —. Call wait time. What is call wait time? Customer effort score (CES).

Metrics 120

Metrics Net Promoter Score Self Service Abandon Rate 120

InteractionMetrics

FEBRUARY 20, 2025

Instead of improving the customer experience, they end up frustrating customers even more. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. Customers who give low scores usually explain why, and their words often reveal patterns.

NPS 52

NPS Net Promoter Score Strategy How To 52

Helpt

MARCH 8, 2023

In recent years, there has been a growing trend towards outsourcing technical support to offshore locations, but what impact does this have on customer satisfaction? A well-executed technical support strategy can lead to increased customer satisfaction, loyalty, and retention.

Customer Satisfaction 52

Customer Satisfaction Culture First Call Resolution Study 52

NobelBiz

FEBRUARY 27, 2024

The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. By optimizing call center operations, organizations can enhance the overall customer experience, leading to increased satisfaction. Hold queues and smart call routing play a pivotal role.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Thematic

FEBRUARY 23, 2025

e.g., “Identify emerging trends to improve customer satisfaction scores.”) ”) Time-bound – Set deadlines for analysis and action. The case studies below illustrate how top businesses implemented key text analytics strategies to drive customer satisfaction and business growth.

Analytics 62

Analytics Social Media Analysis e-support 62

Comm100

FEBRUARY 10, 2022

McKinsey found one public sector organization that improved communications to boost customer satisfaction: “Originally, in its customer communications, it noted that the average time to distribute refunds was two days. Case Studies.

Government 130

Government Customer Experience Social Media Chatbots 130

NobelBiz

APRIL 30, 2024

AI technologies not only streamline operations but also elevate the customer experience by offering quicker, more accurate responses and personalized service, setting new standards in customer satisfaction. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 105

Call Center Contact Center Virtual Agent Chatbots 105

Comm100

SEPTEMBER 14, 2022

Schools adopting live chat can expect to see improved engagement and satisfaction, as Cambrian College are achieving now. Cambrian College provides an excellent case study for the use of live chat in student recruitment. out of 5 in customer satisfaction of live chats, compared to the industry average 4.2

Chatbots 130

Chatbots How To Social Media Omni-Channel 130

NobelBiz

APRIL 30, 2024

AI technologies not only streamline operations but also elevate the customer experience by offering quicker, more accurate responses and personalized service, setting new standards in customer satisfaction. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 104

Call Center Contact Center Virtual Agent Chatbots 104

Happy or Not

APRIL 1, 2025

By leveraging customer feedback analysis tools, businesses can identify trends, enhance customer satisfaction feedback, and create better customer retention strategies. Traditional customer feedback surveys, particularly long and complex ones, often discourage participation and lead to unreliable customer data.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

NobelBiz

SEPTEMBER 3, 2024

The higher the productivity, the better the service, as less time taken will result in increased customer satisfaction while reducing costs. Legacy workflow, manual entry, and inefficient call-handling procedures bring down the pace of operations apart from increasing customer wait times.

Call Center 98

Call Center How To First Call Resolution Contact Center 98

NobelBiz

FEBRUARY 4, 2025

Live Chat & AI Messaging Real-time chat options reduce the need for repeat calls and improve customer satisfaction. Instead of wasting time on cold leads, agents can focus on the ones that actually have potential, making their work more productive and driving better results.

Contact Center 52

Contact Center Strategy Omni-Channel Consulting 52

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

CX Journey

NOVEMBER 24, 2015

Now, think about the next time you need to call. I know how painful it can be to call customer service. And then the wait time for a rep to actually take/answer your call. Does it make you cringe? There's the IVR menu that requires 17 prompts to get to the rep.

Customer Service 80

Customer Service Call Center Case Study Customers 80

NobelBiz

OCTOBER 31, 2023

Role-playing exercises, real-life case studies, and feedback sessions can be invaluable in this regard. These training methods ensure representatives approach difficult scenarios with grace and understanding, turning potential conflicts into opportunities for deepening customer trust.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

Feedbackly

JUNE 12, 2024

This graph is from the case study about how Stockmann measures emotional experience. You can read the full case study here. Purchase Perhaps, it is at this stage that customers need to be supercharged with emotions in your favor! So, it’s really about creating a positive shopping experience.

Case Study 52

Case Study Customer Journeys NPS Study 52

DCX

JANUARY 21, 2025

” Customers? Does it fix their biggest pain point, shorten wait times, or make life easier? Once you deliver something awesome, you’ll have a case study for future initiatives. Want to evaluate which project delivers the biggest customer impact ? Ask, “Who Benefits Most?”

How To 52

How To Effort Score Self Service Leadership 52

Second to None

NOVEMBER 11, 2023

How is customer satisfaction related to employee engagement? Low customer satisfaction scores may be attributable to specific causes, like wait times. When that is not the case, low customer satisfaction scores are almost always a result of employee engagement issues.

Employee Engagement 62

Employee Engagement Engagement Net Promoter Score Metrics 62

NobelBiz

MAY 7, 2024

Advanced Call Routing Capabilities Hybrid dialers excel in routing calls based on agent skill sets and customer data, ensuring that callers are matched with the most suitable agent. This intelligent routing reduces wait times and enhances overall customer satisfaction by providing tailored interactions.

Call Center 59

Call Center Self Service Wait Times System 59

Feedbackly

SEPTEMBER 17, 2024

Many brands are competing to win their customer’s hearts today, but how many of them are doing it right? As one of the driving forces behind consumer purchasing decisions, emotions are a decisive factor in customer satisfaction, loyalty, and advocacy, which are all key elements of your brand’s success.

Customer Journeys 52

Customer Journeys Measurement Net Promoter Score Social Media 52