ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing. What was particularly great to see was the amount of Customer Success content that was structured into the programming.

Technology 74

Technology Upselling Enterprise Metrics 74

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas. Paul Stockford, Chief Analyst at Saddletree Research, attended SNUG for the first time in 2019.

Gamification 75

Gamification Contact Center Coaching Education 75

Eptica

FEBRUARY 5, 2020

Date: Wednesday, February 5, 2020 Author: Pauline Ashenden - Marketing Manager The impact of worsening UK customer satisfaction. Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands. which dropped to 61.5

Customer centricity 72

Customer centricity Marketing Metrics Surveys 72

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The score is solid. out of 100.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. These articles and resources offer specific starting points we hope you’ll find helpful. The workplace is different.

Contact Center 221

Contact Center CCNG Best practices Government 221

Toister Performance Solutions

FEBRUARY 4, 2021

The re-booking reflects a broader trend. Revenue at The Overlook was up 31 percent in 2020 compared to 2019. There's one more big factor: we've actively avoided cheap customers. Cheap customers don’t appreciate the value you provide and they can be dangerous to your business. Who is a cheap customer?

Marketing 131

Marketing Management Customer Service 131

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. Author: Pauline Ashenden - Marketing Manager Most industries today are radically different compared to 20 or even 10 years ago.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Eptica

SEPTEMBER 25, 2019

Date: Wednesday, September 25, 2019 Author: Pauline Ashenden - Marketing Manager The breakdown in insurance customer experience – and what it means for trust. Published on: September 25, 2019. So how do insurers fare when it comes to trust and their overall levels of customer service?

Customer Experience 62

Customer Experience Automotive Self service Marketing 62

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? This is where we see the benefits of an application ecosystem approach, which allows organizations to flexibly assess and adopt the technologies and changes needed for providing incredible customer and agent experiences.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty.

Marketing 71

Marketing Metrics Service level Accountability 71

Fonolo

DECEMBER 17, 2019

Change is the only constant trend. This includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. In fact, more than 80% of customers now say the experience a company provides is as important as its products.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes. Chief Customer Officers USA, Atlanta. Customer Contact East, Ft.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. In 2019, automatic call distribution sported 23.3% through 2022.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

SharpenCX

NOVEMBER 5, 2019

With each new customer interaction, promoted agent, and churned customer, you learn what works in your customer experience. And with the right analysis and data strategy, it hydrates the experiences you deliver, fueling business growth. And, 75% of customers think it takes too long to reach a live agent.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. Financial services – leading international customer credit company Situation: Operating across Europe, this brand has 9.3

Surveys 62

Surveys Feedback Metrics Best practices 62

Playvox

NOVEMBER 2, 2021

But given the level of uncertainty experienced in the last 18 months – ever-changing pandemic guidance, more workers voluntarily resigning from jobs, many of us still working remotely – what impact will this have on customer behavior and buying habits as we close out 2021? Hybrid Holiday. Safety and Security. Safety and Security.

Contact Center 73

Contact Center Sales Customer retention Customer Service 73

Fonolo

MARCH 12, 2019

I never considered trips to supermarkets to be transcendent experiences. TJ’s has also picked up some notable awards for customer experience, most recently ranking first among multichannel retailers in Forrester Research’s 2018 U.S. Customer Experience Index. They Don’t Ignore the Importance of Employee Experience.

Customer Experience 86

Customer Experience Multichannel Customer Service Personalization 86

aircall

MAY 26, 2021

Over time, we’ve seen the shopping trend steadily move toward digital shopping instead of running out to the nearest mall. With no signs of a slowdown since, this shows how swiftly shopping trends can change direction. Despite the changes in the shopping experience, what hasn’t changed is the importance of the customer.

Customer Experience 62

Customer Experience Real estate Sales Surveys 62

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. If a customer decides to escalate the interaction, an agent will be prepared with all context of the conversation including communication and transaction history.

Contact Center 63

Contact Center Self service Banking Analytics 63

CSM Magazine

JANUARY 23, 2019

In 2018 it was predicted that voice would soon be dead and chatbots would be controlling the customer experience. However, this prediction missed one critical factor: the customer. With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. Bot coaching.

Contact Center 55

Contact Center Coaching Chatbots Analytics 55

VocalCom

JANUARY 28, 2019

When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. Here are seven major trends shaping the customer experience in 2019.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

Avaya

APRIL 9, 2019

Athletes are more entertaining, stats are more revealing, tech is more advanced, and the experience is prime! FanVest , an event and community platform for the business side of sports is hosting its annual summit, The Business of Sports & Esports , in Oakland on April 10, 2019. Providing fans #Experiences that Matter.

Entertainment 51

Entertainment Social media contact Contact Center Technology 51

Etech GS

APRIL 16, 2019

Long gone are the days of solely focusing on customer satisfaction. While nearly every company will agree that keeping the customer experience (CX) at the forefront of any business strategy is key to maximizing growth and overall success, it’s certainly no longer the only important factor. A 20% increase in sales.

Employee engagement 56

Employee engagement Surveys Feedback Sales 56

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. In 2019, Salesforce forecasts a "sustained and solid U.S. Customer activities and interactions with brands during the holiday season significantly impact contact centers. Maintain proper records and handle customer data for future needs. .

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Squelch

JULY 12, 2019

Throughout 2019, Zendesk is traveling around the globe to present a series of one-day events collectively called Zendesk Showcase. The mini-conferences are designed for customer experience, support, and success leaders to come together for conversations on creating seamless experiences for both employees and customers.

Benchmark 40

Benchmark Customer Experience Marketing Management 40

Callminer

AUGUST 6, 2019

The last thing you can afford is a disconnect, which will lead to frustration and a lack of communication among both employees and customers.” – Larry Alton, How to Choose the Best Call Center Software , Business.com; Twitter: @businessdotcom. Types of Call Center Software. Expert Tips for Choosing the Right Call Center Software.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

The Center for Client Retention

DECEMBER 4, 2018

Customer Experience trends are bigger and better for 2019. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals. Keep your hands on the wheel and your eyes on the following trends.

Customer Experience 79

Customer Experience Real estate Advertising Airlines 79

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers. Who are your most successful customers?

SaaS 98

SaaS Upselling B2B Metrics 98

Toister Performance Solutions

FEBRUARY 17, 2022

That's from a 2019 Glassdoor report. One thing I use is the company’s hiring trends," wrote Greg Freeman. I analyze the texts & overall narration on the website (mission, values, key concepts etc) & in the job description," wrote Anastasia Zarusskaia. Company culture is an important consideration for job seekers.

Surveys 62

Surveys Accountability Marketing Personalization 62

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When we compared the data from 2019, there actually wasn’t much difference in response rates year over year. Customers who were receiving services still responded to feedback surveys at a similar rate.

Surveys 78

Surveys B2C B2B Feedback 78

Avaya

JUNE 4, 2019

Over 90% of companies agree that artificial intelligence (AI) is one of the most important technologies for 2019, according to research firm Vanson Bourne. So, how can AI be implemented to deliver more intelligent experiences and drive new efficiency gains? Predicting Customer Behavior.

CRM 79

CRM Interactive Voice Response Technology Personalization 79

Stafford Communications

MAY 12, 2020

Customer Satisfaction (CSAT) CSAT is most often measured via a five- or seven-point scale with a simple question such as “How satisfied were you with your service experience?” But this is a fairly common method used by brands and healthcare systems alike, and responses seem to correlate well with the quality of service experience.

Benchmark 52

Benchmark Healthcare Contact Center Customer Care 52

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72