Category

Quality
design customer experience through customer conversations

Analyze and design customer experience through customer service conversations 

When you think of great customer experience design, do you often also think about having great customer service from a company? Because we do. Offering quality customer service can differentiate a company from its competitors. Good service can make or break a customer experience.  To offer great customer experiences, you need to ensure that your service...
CXDay2021_post

CX day – celebrating and tributing call center Agents providing enjoyable experiences for beloved customers 

Each year on the first Tuesday in October, the customer experience community celebrates the professionals and companies that make great customer experiences happen – a celebration known as CX Day. In 2021, customer experience day falls on 5th October.  It is a day to highlight the great experiences we wish for our customers. To showcase and notice what they deserve when...
customer service quality assessment

Improve your customer service quality assessment for chat with 100% visibility and automated reviews

When it comes to customer service or chat service quality assessment, there is the option of reviewing customer feedback. This does not always give a valid overview, because most customers do not reply to surveys. Analyzing the actual contacts, whether they are calls, emails, or chats, is much more efficient – when done right. The...
learning from customer complaints and feedback for a better service

Learning from customer complaints and feedback for a better service

Customer service always deals with customer issues. Customers generally do not simply call in to chat about how amazing the services or products are. When they call, they usually have a problem or concern. Therefore, customer service agents deal with customer problems all the time. However, sometimes some customer complaints need special attention. In some...
AI-driven customer service quality monitoring

10 typical questions that AI-driven customer service quality monitoring can help you answer – Part II

Businesses with large call volumes typically have similar customer service challenges. Here's how Feelingstream helps find answers.
why change your call quality monitoring

Why you need to change how you do call quality monitoring – Part I

This common approach to call quality monitoring is costing businesses valuable time and opportunities to grow their business.
Why analyse customer service chats

Why should you analyse your customer service chats?

Chat or chatbot is becoming an increasingly important communication tool between a company and a customer. Emails are more old-fashioned and people don’t have the patience to wait in long call queues. Those customer service channels do have their place as well, but chat is the new hot option. With chatbots, customers can get the...
Customer feedback text analysis can improve your customer experience

Customer feedback text analysis can improve your customer experience

We have previously talked about how to improve customer service by handling your contacts smarter. For example, read our article about how to handle emails more efficiently. In this post, we focus on customer feedback. We share a couple of use cases how text analysis of customer feedback can help you improve the customer experience...
service personalisation for a quality experience

Service personalisation – offering your customers a quality experience

Would you be happy when you call the customer service of a company and the agent would greet you by your name? If the customer service representative would know your history and could assist you quickly? Do you want companies to send you personalised offers based on your past with them? Of course! Service personalisation...
nps analysis

NPS analysis: Looking behind the score to get great value

It is generally known that if a person has the freedom to choose and there are several services available on the market with different levels, they will spend their money where they get the best service. Here and there we see different service providers advertising themselves, using the “our customers recommend us” slogan! Our NPS...
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