Sykes

MARCH 5, 2019

While traditional contact centers continued to score well in terms of execution, this year’s report noted a significant difference in the results for the innovation categories, with information technology (IT) service providers and consultancies leading the pack. Its Americas and EMEA regions primarily provide customer?engagement

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. Navsher Puar , Support Team Lead.

Customer Support 56

Customer Support Self service Technical Support Consulting 56

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Proactive or Reactive CX? Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

RichCall

SEPTEMBER 13, 2017

Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Here are the experts: @Jon Arnold , an independent research analyst with a great blog. Blair Pleasant , analyst and consultant about Unified Communications. However, in 2016 Forrester has already reported that.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

NobelBiz

APRIL 25, 2023

According to McKinsey , high-performing organizations are 3X more likely than others to report data and analytics initiatives contributed at least 20% to EBIT (from 2016–19). According to an analysis by Boston Consulting Group , A.I. This not only lowers costs but also improves customer satisfaction.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . A J oint Success Plan is a simple but powerful tool for outcome-based customer success management.

Management 98

Management Chief Customer Officer Upselling SaaS 98