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

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale. This cuts down on wait times and improves call routing.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Comm100

SEPTEMBER 14, 2022

For most schools, it has become increasingly important to expand recruitment efforts and do more to engage with prospective students. Cambrian College provides an excellent case study for the use of live chat in student recruitment. 4 Proven Strategies to Increase Enrollment this Fall.

Chatbots 130

Chatbots How To Social Media Omni-Channel 130

Comm100

APRIL 25, 2018

A Case Study: Richmond Telephone Company. Regarding low effort service, the Richmond Telephone Company is the epitome of effortless issue resolution. The Importance of Being a Low Effort Company. Corporate Executive Board (CEB) Global is the consulting firm who came up with the Customer Effort Score.

Self Service 104

Self Service Company How To Effort Score 104

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. By streamlining operations, call centers can significantly reduce wait times, which normally is a common source of customer frustration.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

DCX

JANUARY 21, 2025

” Not every idea deserves the same level of effort. Does it fix their biggest pain point, shorten wait times, or make life easier? Feasibility: Can you do it with the resources, time, and skills at hand? Add the scores together, and see what floats to the top. ” you can point to the scores.

How To 52

How To Effort Score Self Service Leadership 52

NobelBiz

FEBRUARY 4, 2025

However, on Friday , after advocacy efforts from REACH and the Insurance Marketing Coalition (IMC) , the 11th Circuit Court ruled that the FCC had exceeded its authority and overturned the 1:1 consent rule.While this is a victory for contact centers , it doesnt mean compliance rules have disappeared.

Contact Center 52

Contact Center Strategy Omni-Channel Consulting 52

Thematic

FEBRUARY 26, 2025

Are your efforts making a difference, or are dissatisfied customers slipping away? Case Study: How LendingTree Used Customer Feedback to Improve Experience When measuring customer satisfaction, you’re not just collecting numbers; you draw insights from them and take action accordingly. But don’t fret.

Customer Satisfaction 71

Customer Satisfaction Measurement Net Promoter Score Effort Score 71

Feedbackly

SEPTEMBER 17, 2024

For example, a pop-up survey can be displayed after the prospect spends some time browsing through your product and reading the details provided. You can read more about it from the case study here. Monitor user engagement metrics like time spent on product pages.

Customer Journeys 52

Customer Journeys Measurement Net Promoter Score Social Media 52

BirdEye

MAY 31, 2024

Streamlined communication and reduced wait times : Crowded and chaotic waiting rooms are hard to manage and hamper patient management. Streamlining appointments with intake form collection reduces wait times and helps you manage a higher volume of patients. Can healthcare providers use webchat?

Healthcare 75

Healthcare Tools Multi-Channel Omni-Channel 75

Thematic

MARCH 26, 2025

So, if a business notices that 15% of customer complaints over the last 30 days mention long wait times for support—this suggests a real operational issue. Reduce manual effort – Teams spend less time sorting feedback and more time acting on it. Slow Implementation Delays in acting on feedback.

Feedback 62

Feedback Social Media Analysis Survey 62

SurveySensum

DECEMBER 25, 2023

Each call felt like hitting my head on walls, and securing a refund took a lot of effort. Let’s delve deeper into this with a detailed use case from a retail fintech company I’ve recently collaborated with. What prompted their given satisfaction score? Long wait times. Leading to accessibility issues.

Retail 52

Retail Survey NPS Effort Score 52

ProProfs Chat

DECEMBER 11, 2020

Customer Effort Score (CES). The CES or Customer Effort Score is one of the most reliable service quality metrics and was proposed in a post by the Harvard Business Review. you must ask, “ How much effort did it take to get your queries resolved ?”. Read Also: What Is a Good Customer Effort Score. #5.

Metrics 52

Metrics Measurement Customer Service Social Media 52

NobelBiz

MAY 21, 2024

Here are a few essential processes, tools and integrations that are needed in an inbound contact center: Call Routing Efficient call routing ensures that customer calls are directed to the appropriate agent or department based on the nature of their inquiry, improving response times and customer satisfaction.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

DCX

JULY 30, 2024

Here's how to reinforce customer centricity in your Customer Service team: Aligning with team goals: Reframe KPIs: Shift focus from call times to customer satisfaction scores and issue resolution rates. Illustrating customer impact: Share case studies of how consultative selling led to long-term partnerships and referrals.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

DCX

JUNE 11, 2024

Case Study: Duolingo's Language Learning Magic Duolingo is a prime example of a company that has mastered gamification. Case Study: Amazon Go's "Just Walk Out" Shopping Just look at Amazon Go, the convenience store chain that's revolutionizing the shopping experience. The possibilities are mind-boggling.

Strategy 52

Strategy Gamification Case Study Innovation 52

CSM Magazine

JUNE 22, 2023

Purchased datasets play a substantial role in this data-driven approach, providing valuable insights that businesses can use to refine their customer service efforts. Be sure to research and evaluate multiple data providers based on the following criteria: Reputation: Check the data provider’s track record, reviews, and case studies.

Customer Service Strategies 52

Customer Service Strategies Strategy Customer Service Social Media 52

NobelBiz

FEBRUARY 13, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

Call Center 59

Call Center Self Service Software Contact Center 59

Thematic

SEPTEMBER 24, 2024

For example, if a company sees customers complaining on Twitter about long wait times for support, they can jump in and fix that issue before it becomes a bigger problem. Net Promoter Score (NPS) NPS is a quick and powerful tool to quantify customer loyalty. In the example below 61.2%

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

NobelBiz

OCTOBER 1, 2024

This increased efficiency translates into shorter wait times for customers and a more productive workforce. Assisting agents with real-time suggestions during customer interactions. By pinpointing where AI can make the most impact, businesses can focus their efforts and resources on high-value applications.

Call Center 52

Call Center Chatbots Training Customers 52

NobelBiz

OCTOBER 1, 2024

This increased efficiency translates into shorter wait times for customers and a more productive workforce. Assisting agents with real-time suggestions during customer interactions. By pinpointing where AI can make the most impact, businesses can focus their efforts and resources on high-value applications.

Call Center 52

Call Center Chatbots Training Customers 52

SmartKarrot

FEBRUARY 2, 2021

Triggers Faster Responses Reduces Churn Rate Increases Lead Generation Collects Insights and Preferences Channelizes Applications and Platforms Boosts up the Productivity Score Lessens Mistakes and No added Costs Streamlines Business Workflow Personalizes Interactions Optimizes Solutions Instantly. Boosts up the Productivity Score.

Customer Experience 8

Customer Experience Effort Score Chatbots Wait Times 8

Comm100

FEBRUARY 10, 2022

McKinsey also highlights the power of organizational transformation in government: “An effort undertaken by the US Department of Veterans Affairs focused on transforming veterans’ experiences with the agency increased trust from 47 percent in 2015 to 70 percent just three years later.”. Case Studies.

Government 130

Government Customer Experience Social Media Chatbots 130

Bold360

DECEMBER 1, 2016

CX software aids companies in offering more personalized experiences and more accessible customer service through self-service functionality and rich support portals that grow and evolve with the business to adapt readily to customers’ needs, helps to reduce lengthy wait times when customers contact call centers, and much more.

Software 40

Software Customer Experience Company CRM 40