Playvox

JANUARY 13, 2022

The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. billion in 2020. Let’s take a look at what our clients around the world, in industries ranging from financial services to online food service delivery, say are the cloud contact center best practices they’ll carry into 2022.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Quiq

DECEMBER 8, 2021

2022 is quickly approaching, and you’re likely gearing up for new initiatives, process changes, and everything else that comes with the beginning of a new year. Plus, 1 in 3 customers share their contact center experiences with others, and half of those do so on social media, according to a 2020 report from the CFI Group.

Metrics 52

Metrics Surveys Chatbots Best practices 52

Nicereply

FEBRUARY 1, 2023

Omnichannel customers are proven to be more profitable Provides omnichannel support across all customer touchpoints, from voice to email, chat, and social media support and reduces customer effort, and maximizes Revenue. Nearly 80% of customers prefer omnichannel strategies due to the seamless communication experience.

Customer Experience 59

Customer Experience Advertising Chatbots B2B 59

JivoChat

JUNE 7, 2021

You might define customer interaction as any communication or interaction between a company and a consumer. Customer interaction comes in many forms. The interaction might come from a chatbot or live agent chat, welcome message, social media interaction, retention interaction, service call, or even another form.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

Balto

AUGUST 3, 2022

Companies that have personal interactions with a large segment of their customers see a 1-2% increase in total sales due to increases in loyalty. Customer acquisition is five to twenty-five times more expensive than customer retention. Retrieved August 9, 2022, from [link]. Retrieved August 9, 2022, from [link].

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

ChurnZero

FEBRUARY 7, 2020

So, what’s the job outlook for Customer Success professionals? LinkedIn’s 2020 Emerging Jobs Report named Customer Success as one of the top emerging jobs in the U.S. In fact, Customer Success is taking the world by storm—ranking in every country they studied: #2 in Argentina . #6 6 in the U.S. #2 2 in Mexico. #6

SaaS 64

SaaS Transportation B2C Customer retention 64

Balto

APRIL 20, 2023

For example, those that did layoffs cared slightly less about customer satisfaction and customer retention than those who did not do layoffs — and significantly less about net promoter score (NPS). Figure 13: Breakdown of AI Tool Utilization and Attitudes In 2020, the global market for AI in contact centers was estimated at $1.1

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

JivoChat

AUGUST 10, 2021

As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. You know that the digital commerce landscape is evolving and becoming an increasingly essential part of the way business happens as 2021 rolls into 2022. Digital Commerce Trends.

Customer retention 52

Customer retention B2C Chatbots Self service 52

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Integrity Solutions

JULY 28, 2022

However, while customers expect to have this flexibility to engage with brands on their terms, phone and voice remain the primary means of customer communications. The State of Contact Center Conversation Intelligence 2022 report by Observe.AI notes that 82% of contact centers engage with customers via the phone.

Contact Center 52

Contact Center Coaching Metrics Self service 52

SmartKarrot

FEBRUARY 16, 2022

Not just brand loyalty, CX is a key factor when making purchase decisions, customer retention, and even word-of-mouth advertising. Considering this importance, we have brought a list of 75 customer experience statistics to you. These will help you efficiently create an excellent experience for your customers.

Customer Experience 10

Customer Experience B2B Advertising B2C 10