InMoment XI

NOVEMBER 15, 2023

Consider a mobile banking app that recently updated its user interface. If the CES scores are consistently high, it confirms that the app changes were well-received, simplifying the banking experience for users. A low CES indicates a smoother customer experience, while a high score signals potential areas of friction.

Insights 324

Insights E Commerce Customer Experience E-support 324

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money.

2020 52

2020 Social Media Return on Investment ROI 52

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money.

2020 40

2020 Social Media Return on Investment ROI 40

Pointillist

MARCH 1, 2019

retail bank customers by Forrester echoed this finding: “Speaking to a representative in person or over the phone evoked the greatest amount of positive sentiment for customers.” – Forrester U.S. Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. In fact, a recent survey of U.S.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Pointillist

MARCH 1, 2019

retail bank customers by Forrester echoed this finding: “Speaking to a representative in person or over the phone evoked the greatest amount of positive sentiment for customers.” – Forrester U.S. Banking Customer Experience Index 2018 Report Keeping track of CSAT scores is, therefore, vital. In fact, a recent survey of U.S.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40

Michel Falcon Experience

FEBRUARY 11, 2019

But, um, I, truth be told, I actually had one of the largest average handle times in the call center and I swear I, I pinpoint it to that I wasn’t going to be a call center guy forever. investors, are bank representatives. If you deal with a bank representative, tried to enter a understand their personality type.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60