Experience Investigators by 360Connext

JANUARY 19, 2015

As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. We expect ALL companies to be responsive when we go to them via social media. Studies from Ambassador and Social Bakers reveal how mismatched our expectations are with reality.

Social Media 278

Social Media Customer Service Call Center Consulting 278

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise.

Call Center 182

Call Center 2019 Contact Center Customer Experience 182

Brandwatch CX

APRIL 1, 2025

Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. Social customer service costs around $1 per interaction , six times cheaper than phone support costs. How to deliver social customer service effectively 1.

Social Media 52

Social Media Customer Service 2011 Engagement 52

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty.

Call Center 52

Call Center Measurement Contact Center Metrics 52

InMoment XI

DECEMBER 22, 2022

This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more! What used to be limited to sending out surveys through direct feedback, the industry has evolved to include indirect and inferred customer data sources as well. The result?

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

InMoment XI

FEBRUARY 3, 2025

Most people think of contact centers, such as customer support call centers and help desks, as the main use case for conversation intelligence software. Its true that CI software drives positive results for call centers, reducing response times, improving outcomes, and producing data-driven insights for agent coaching.

Social Media 195

Social Media Events Call Center Multi-Channel 195

ShepHyken

JULY 2, 2021

He writes about the do’s and don’ts of social media customer service. We already know more brands are using social media as a customer service channel for answering FAQs, customer complaints, and general support questions. . It’s time to review the do’s and don’ts of social media customer service. .

Social Media 153

Social Media Customer Service Document Reference 153

Calabrio

MARCH 10, 2025

Analytics 15 Essential Call Center Tools for 2025 Share Perceptions of the contact centers potential have undergone a sea change in recent years. In 2025, business leaders are now four times as likely to see customer experience (CX) as a revenue driver and not a cost center.

Call Center 52

Call Center 2025 Contact Center Virtual Agent 52

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Customer Service, a stand alone department in many companies, remains a call center. Social media brand representatives don’t understand the medium or the customer service policies. Treating social media channels as nothing more than sales promotions will fail every time. Consider the context.

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. What Is Call Center Technology? 5 Innovative Call Center Technologies in 2022. With 56.8%

Call Center 124

Call Center 2022 Technology Contact Center 124

CSM Magazine

FEBRUARY 5, 2025

One of the biggest challenges entrepreneurs face is securing the funds needed to set up and operate a call center effectively. Below are ten creative and practical fundraising ideas to help you kickstart your call center. For call centers, look into grants for customer service businesses or technology upgrades.

Call Center 52

Call Center E Commerce E-support Social Media 52

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Businesses have been using social media for years now to publish content, engage with their audiences, advertise their products, and stand up for social causes. . Data tells us that one-third of U.S.

Social Media 135

Social Media Brands Customer Service E Commerce 135

InMoment XI

JUNE 7, 2022

Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more. That’s where InMoment’s game-changing customer social listening solution comes into play. The result?

Insights 369

Insights Social Media Return on Investment Travel 369

Uniphore

JULY 1, 2021

It then used the stories it collected, along with key statistics and supporting research, to create an illustrative snapshot of call center life. Jacada reports that contact center employees are increasingly resorting to social networks to both vent out and seek help from peers. Register Now.

Social Media 87

Social Media Call Center Contact Center Customer Experience 87

SurveySensum

MARCH 5, 2025

What if your call center could listen beyond words? Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. What is Call Center Text Analytics? Lets find out!

Call Center 52

Call Center Contact Center E Commerce E-support 52

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

InMoment XI

AUGUST 3, 2023

Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. The VoC represents the collective feedback, opinions, and expectations of customers across various touchpoints and interactions with a business.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

InMoment XI

OCTOBER 19, 2021

Not that long ago, if we wanted to know what a customer thought, how they felt about interacting with your brand (website, store, call center, etc.), We have agents on the phone, email, live chat, and social media messaging. We have bots, call notes, and so much more.

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Posts and comments on social media.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. What Matters Most to Contact Center Managers. Contact center managers need clear strategies to create efficient, productive and effective teams. Sharing the Knowledge.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

InMoment XI

OCTOBER 5, 2023

This frees your call center agents up to deal with more complicated problems while also reducing call volumes, saving your brand both time and money. We’ve found that contact center improvement hinges on three kinds of data: customer feedback , social media data , and web analytics.

Contact Center 364

Contact Center Call Center Social Media Employee Experience 364

Experience Investigators by 360Connext

JUNE 17, 2015

Stop by your call center and listen in. I once made it a point to listen to just 10 incoming service calls for a client. Out of those 10 calls, 3 customers were searching for the same solution. The calls were handled very well, but according to the service rep statistics , they’re simply marked “resolved.”

Customer Experience 251

Customer Experience Social Media Metrics Call Center 251

Experience Investigators by 360Connext

JUNE 3, 2015

One call center rep had taken it upon herself to record the questions from customers requiring the same instructions again and again. Many of these questions weren’t available as choices in their system, so she recorded things in her notebook, created the best instructions she could, and brought it to the call center manager.

Customer Service 283

Customer Service Call Center Social Media Consulting 283

InMoment XI

NOVEMBER 13, 2024

This can include CRM data, social media, call center logs, service requests, and chat messages. These sources can include CRM systems, customer feedback questionnaires , and social media. The right software should be adept at integrating every single data point for effective model training.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

JULY 22, 2024

During a crisis, feedback floods in from various channels—social media, emails, call centers, in-app messages, and more. Social Media Responses: The bank’s social media team was equipped with data-driven insights to address widespread concerns and provide real-time updates on platforms like Twitter and Facebook.

Banking 195

Banking Feedback Social Media Call Center 195

InMoment XI

OCTOBER 19, 2023

Contact centers are the beating heart of customer service operations, and is often considered as part of customer services best practices. These interactions can take various forms, including phone calls, emails, web chats, social media inquiries such as online reviews , and more! What are the Best Call Center Solutions?

Contact Center 273

Contact Center Customer Service Omnichannel Social Media 273

InMoment XI

JULY 5, 2022

To do this, you need to have a guest experience solution that allows you to listen to customer feedback on any and every possible channel, including: Review sites Social media In-App feedback Third-party delivery reviews Direct survey feedback Microsurvey feedback Employee feedback Call center data Video feedback And more!

Guest Experience 370

Guest Experience Brands Multi-Channel Touchpoint 370

NetBase

JULY 20, 2020

Social Media Analytics is often misunderstood, because the social media itself is misunderstood! Social media isn’t about brands. But they must remember one thing: Social media may provide your brand’s first and last impression, so both need to be good ones. What Is Social Analytics?

Social Media 104

Social Media Net Promoter Score Consumers Brands 104

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The CEO and executives should listen to the call center, walk through a digital experience or roam the floor of a store to really experience what customers do everyday. Lead by listening.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

PeopleMetrics

JANUARY 24, 2025

Example: A retail chain uses AI to analyze millions of interactions across its website, stores, and call center. The system maps key touchpoints, identifying friction in digital checkout (CX) and long hold times in the contact center (CS). With this insight, the company can address both issues systematically.

Customer Service 118

Customer Service Touchpoint E Commerce E-support 118

Bold360

APRIL 1, 2020

We’re all experiencing daily disruption brought about by social distancing as we stay, work and learn at home. No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity.

Call Center 95

Call Center Management Social Media Contact Center 95

Uniphore

JUNE 22, 2021

You listen to your customers on social media. No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. Jacada's Call Center Life: 2021 Edition.

Call Center 87

Call Center Contact Center Social Media 2021 87

PeopleMetrics

JANUARY 30, 2025

Here's what I'm seeing in the field now: 1) Real-Time Pattern Recognition I recently worked with call center whose AI system spotted a trend in customer complaints about their billing process. Turns out, customers were more honest on social media than they were in survey feedback channels.

Telecommunications 110

Telecommunications Social Media Hospitality 2017 110

Experience Investigators by 360Connext

OCTOBER 22, 2014

Customer Service Call Centers. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Direct Mail.

Touchpoint 302

Touchpoint Customer Journey Mapping Customer Journey Social Media 302

InMoment XI

JANUARY 9, 2024

The chatbots automatically help users find responses to their questions and discover helpful content like help center articles, blogs, and resource pages. Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. Support and service.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Experience Investigators by 360Connext

DECEMBER 17, 2014

Call the call center, try to order something online, or just talk to front-line staff. Deputize someone in each department as the customer advocate. It’s their job to truly represent the customer in every meeting. Include customer tasks in YOUR to-do list every day or week.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

InMoment XI

SEPTEMBER 29, 2022

Every day, your customers produce data across a vast amount of touchpoints, whether that’s on your banking app, in your call center, or across any of your other channels. Don’t just take our word for it, research shows that companies who adopt data-driven marketing are six times more likely to be profitable year-over-year.

Banking 370

Banking Retail White Paper Omnichannel 370