ShepHyken

OCTOBER 8, 2018

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements b y Alan Finlay. It came out ahead of Google at #2 and Amazon at #3. The post 5 Top Customer Service Articles for the Week of October 8, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 214

Customer Service Customer retention Call Center Metrics 214

Fonolo

AUGUST 29, 2018

But if we momentarily dial the sound down, we are rewarded with a) some mental clarity; and b) the sweet, sweet sounds of intelligent, helpful voices who deliver some music-to-our-ears advice on how to survive and thrive in 2018 and beyond. 2) Automation is King, but so is context; not everything can be automated. The Need for Speed.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

ShepHyken

JUNE 11, 2018

The post 5 Top Customer Service Articles For the Week of June 11, 2018 appeared first on Shep Hyken. My Comment: Sure… Deliver a remarkable experience and you win more customers. Common sense. But, what I like about this article is that it focuses on three simple ideas. (By By the way, simple does not always mean easy).

Customer Service 195

Customer Service Customer retention Customer Experience 195

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Every each of them answered the following questions: How do you see the future of customer experience? How to overcome those challenges?

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

ShepHyken

FEBRUARY 26, 2018

That is up from less than 2% just last year. The post 5 Top Customer Service Articles For the Week of February 26, 2018 appeared first on Shep Hyken. That’s a big gain in three years! One major point this article mentions is that, at least in the near future, there will still need to be human interaction. Follow on Twitter: @Hyken.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

Ansafone

OCTOBER 9, 2018

1, 2018) – Ansafone, a U.S. based outsourced Contact Center has earned SOC 2 certifications for both the Ocala, FL and Santa Ana, CA locations. The post Ansafone Earns SOC 2 Certification appeared first on Ansafone Contact Centers. OCALA, FL (Oct.

outsourcing 75

outsourcing Contact Center 75

Mindtouch

MAY 11, 2018

During my second and third days at Google I/O 2018, I learned quite a few things: the future of the web is immersive; design should include everybody no matter the medium; and great products come from designing with your users. PS Be sure to read my recap of Google I/O 2018 Day 1 !

Engineering 48

Engineering Best practices Education Technology 48

Topdown

DECEMBER 31, 2018

Earlier this year, Topdown engaged the independent service organization Frazier & Deeter LLC to conduct an AICPA System and Organization Controls for Service Organizations (SOC 2) Type 2 audit on our processes, procedures and products. On December 14, 2018, they issued a report of its findings.

Customer Experience 48

Customer Experience 48

ChurnZero

SEPTEMBER 14, 2018

Check out our top ten Customer Success takeaways from INBOUND 2018. Jonathan Hsu (@jhsu98) September 5, 2018. Sarah Goodall (@SarahGoodall) September 5, 2018. Thomas Buddendick (@T_Buddendick) September 5, 2018. Jessika Phillips #RelationshipMarketing (@jessikaphillips) September 5, 2018. 2:00 – 3:00 PM ET.

Education 66

Education Customer retention B2B SaaS 66

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. However, 2018 brought the importance of customer experience management into the spotlight. 2018 saw breakthrough developments in AI.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. For 2018 what is your strategy for gauging customer satisfaction by listening to and monitoring your customer voice? Have a plan for customer service training on customer conflict response and proactive conflict avoidance in 2018.

Customer Service 94

Customer Service Customer effort Call Center Self service 94

Beyond Philosophy

MAY 3, 2018

We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently. 30 April 2018. < 30 April 2018. < 2 April 2018. 2 May 2018. < 29 April 2018. 30 April 2018. < 29 April 2018.

Wireless 285

Wireless Consulting Consulting Airlines 285

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Day 2 of our tenth annual C3 Conference started off with a walk down memory lane. The post From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights appeared first on Clarabridge.

Chatbots 40

Chatbots Coaching Self service Best practices 40

ShepHyken

OCTOBER 29, 2018

Business 2 Community) When someone reaches out to your customer service team, more often than not, they’re experiencing some sort of issue. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 4 Major Customer Service Faux Pas by Holger Reisinger .

Customer Service 261

Customer Service Customer Experience 261

Fonolo

JUNE 14, 2018

2018 is game time. In 2018, becoming a winning company with a devoted fan base is no easy feat. Put your hands firmly on the controls and press ‘Start’ on the top CX trends you need to be watching in 2018. 2) What kind of technology can we implement to ensure the best possible CX? And: It’s time for you to win.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Jive

JUNE 13, 2018

Below are some of the most important communication trends to pay attention to in 2018. #1. The post 5 Business Communication Trends in 2018 appeared first on Jive Resource Center. Needless to say, the importance of keeping up with the latest business communication trends are more important than ever. Greater shift towards mobility.

voip 75

voip Technology Management 75

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? 2018 will be the year of CX and AI.? How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

GetFeedback

OCTOBER 3, 2018

Dreamforce 2018 was a blast from start to finish. The post A Look Back at Dreamforce 2018 appeared first on GetFeedback Blog. Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration. It was our biggest year yet—with 9 sessions, 3 booths, and a Demo Jam to boot. It was tough to focus.

Surveys 60

Surveys Metrics Customer Experience Marketing 60

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. For 2018 what is your strategy for gauging customer satisfaction by listening to and monitoring your customer voice? Have a plan for customer service training on customer conflict response and proactive conflict avoidance in 2018.

Customer Service 81

Customer Service Customer effort Call Center Self service 81

DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . In December 2017 and January 2018, participants were asked to identify and select their top servicing objectives from a list of 33 choices, and were also invited to write in additional goals. Top 10 for 2018. Figure 1: Top 10 Enterprise Servicing Goals for 2018. Improving productivity.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

SaaS 74

SaaS Finance Metrics Upselling 74

CrazyCall

SEPTEMBER 4, 2018

million in total revenue in Q1 2018. As it has become known, in late July 2018 Sales Hacker was acquired by Outreach, the sales and customer engagement platform, and Max took up his new post as Vice President of Marketing. Phil Gerbyshak is also working on the new book about his own sales strategies which will be released in late 2018.

Sales 129

Sales SaaS CRM B2B 129

ChurnZero

NOVEMBER 16, 2018

Top 15 Takeaways from Pulse Europe 2018. Last week we had the opportunity to travel to London to sponsor and exhibit at the Pulse Europe 2018 Conference as a Silver sponsor. CustomerSuccessMatt (@MattMyszkowski) November 8, 2018. Chris Weddick (@chrisweddick) November 8, 2018. Gainsight (@GainsightHQ) November 8, 2018.

SaaS 49

SaaS Customer retention Customer Support Enterprise 49

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! Hiring & Training Customer Service Super-Agents T 9/25 2 PM This session is about building a SuperBadge for Amazing #CustServ Agents & developing new career paths for the future [link]. And there’s so much to do and see! Reserve your seat and put these sessions on your calendar!

Best practices 75

Best practices Customer Service Contact Center Technology 75

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. For 2018 what is your strategy for gauging customer satisfaction by listening to and monitoring your customer voice? Have a plan for customer service training on customer conflict response and proactive conflict avoidance in 2018.

Customer Service 62

Customer Service Customer effort Call Center Self service 62

TRUSTID

DECEMBER 16, 2018

In our recently released 2018 Learnings on Customer Authentication market report , we take what we have seen throughout the year to give more insight into the current status of call center authentication. So what have we learned? Contact center agents don’t trust KBA.

Engineering 52

Engineering call center professionals Call Center Accountability 52

Customer Experience Matters

APRIL 4, 2018

The post Winners: 2018 CX Vendor Excellence Awards appeared first on Customer Experience Matters®. Congratulations! Clicktale Overview: Clicktale is a leading provider of ‘Experience Analytics’ software. Unlike other analytics platforms, Clicktale’s Experience Cloud helps improve customer experiences Read More.

Analytics 50

Analytics Customer Experience 50

Customer Experience Matters

AUGUST 30, 2018

Temkin Group has labelled 2018 The Year of Humanity for customer experience. At 2:00 ET, join us for Three Strategies For Humanizing CX. The post Temkin Group’s (Exciting) Plans For CX Day 2018 appeared first on Customer Experience Matters®. Temkin Group will host two free webinars.

Customer Experience 53

Customer Experience 53

CSM Practice

APRIL 12, 2018

Day two at Pulse proved to be another one of learning, with a focus on a few key themes, including a strong tie to customer business outcomes. Here were my top takeaways: Every customer outcome should be concluded with a value realization step. Have the customer specifically acknowledge that they’ve seen the value in order to close the loop.

Upselling 49

Upselling Accountability Sales Feedback 49