ShepHyken

OCTOBER 4, 2019

In 2020 , customer experience will overtake price and product quality as the key brand differentiator. Dwayne likes drawing connections between different industries and entities while designing his blogs. The post Guest Blog: How to Engage Customers with Your Brand appeared first on Shep Hyken.

Benchmark 302

Benchmark Feedback Customer retention Consulting 302

Beyond Philosophy

JANUARY 5, 2021

So, for better or worse, we shall do that for 2020 as well. We shared both personal and business things that 2020 has taught us on a recent podcast. Finally, 2020 has taught me gratitude for you, my readers. The post The Most Significant Things We Learned in 2020 appeared first on CX Consulting.

Consulting 221

Consulting Consulting Government Coaching 221

Aspect

DECEMBER 10, 2020

Call centers around the globe experienced some truly remarkable phenomena in 2020. But 2020 wasn’t an ordinary fiscal year. Fortunately, Q4 of 2020 has seen remarkable turnaround so far including an uptick in the fiscal health indicators and promising news on the COVID-19 vaccine front. That’s the bad news. Now the good news.

Multichannel 147

Multichannel Call Center Self service Marketing 147

Customer Service Life

FEBRUARY 10, 2020

– In this article on the Zendesk blog, read how CX experts define customer loyalty and how companies can gain it. Best Uses of AI in Customer Service – AI will continue to be an area of intrigue in 2020. ICMI Top 50 Thought Leaders to Follow on Twitter – January 2020. Thanks for continuing to read this blog.

Customer Service 149

Customer Service Contact Center Chatbots Customer Experience 149

ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Beyond Philosophy

FEBRUARY 10, 2020

The post Meeting Customers Unmet Needs, The New Imperative for 2020 appeared first on Customer Experience Consulting. Colin is an international author of six bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 430

Consulting Consulting Entertainment Telecommunications 430

ShepHyken

MARCH 9, 2018

Gartner also reported that by 2020, 72% of customer interactions will involve an emerging technology such as machine-learning applications, chatbots or mobile messaging, up from 11% in 2017. The post Guest Blog: Digitalizing Customer Service for 2018 appeared first on Shep Hyken.

Customer Service 189

Customer Service Chatbots Advertising Technology 189

ShepHyken

NOVEMBER 16, 2020

20 Must-Learn Customer Service Skills in 2020 (Bonus: Tips to develop them faster) by Jared Cornell. CustomerThink) This blog sheds light on the 20 essential customer service skills and how you can improve them. The post 5 Top Customer Service Articles For the Week of November 16, 2020 appeared first on Shep Hyken.

Customer Service 211

Customer Service B2C Call Center Government 211

Nextiva

MAY 9, 2020

The post The Top 50 Customer Service Experts of the Decade (2010–2020) appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. Companies today care about the customer journey and invest in their customer’s success. This phenomenon is no […].

voip 173

voip Customer Service Sales Customer Experience 173

HelpCrunch

MARCH 5, 2020

The post 6 Key Customer Service Trends in 2020 appeared first on HelpCrunch blog. Check these 6 new customer service trends to jump on the hype train.

Customer Service 123

Customer Service 123

ShepHyken

AUGUST 10, 2020

SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. The post 5 Top Customer Service Articles For the Week of August 10, 2020 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 232

Customer Service Customer retention Customer centricity Education 232

Contact Center Pipeline

OCTOBER 8, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts.

contact center solutions 290

contact center solutions Contact Center Marketing Call Center 290

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Chatbots 190

Chatbots Customer Support Healthcare Scripts 190

ShepHyken

DECEMBER 13, 2019

Read Shep’s latest Forbes article: 20 Ways To Create An Amazing Customer Experience In 2020. The post Guest Blog: Winning Tactics for CX Vendor Selection appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

APIs 254

APIs Enterprise Government Customer Experience 254

Guru

DECEMBER 21, 2020

Here's what we can say about 2020: it's over, and we got through it together while staying apart. So when we took a look back at what you loved on the Guru blog this year, it didn't come as much of a surprise that our top posts all had to do with with remote work and navigating change.

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107

HelpCrunch

DECEMBER 5, 2019

Check these 9 knowledge base tools to choose the best one in 2020. The post 9 Best Knowledge Base Software in 2020 appeared first on HelpCrunch blog. Quality help center starts with the best knowledge base software.

Customer Service 99

Customer Service 99

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . Read his blog and follow Alan on Twitter. . Read his blog and follow Mark on Twitter. . by Will Milano.

Sales 124

Sales B2B Engineering Consulting 124

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ProProfs Blog

JANUARY 30, 2020

In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Customer Engagement Statistics 2020 Explained. The post 50+ Customer Engagement Statistics for 2020 appeared first on ProProfs Learning.

B2B 204

B2B Banking Personalization Employee engagement 204

ShepHyken

MAY 4, 2020

But while reopening is the order of the day, re-marketing will be the order of 2020 as retailers try to transcend simple survival and get back on their feet. The post 5 Top Customer Service Articles For the Week of May 4, 2020 appeared first on Shep Hyken. My Comment: What business doesn’t want customer loyalty?

Customer Service 240

Customer Service B2C B2B Contact Center 240

Enghouse Interactive

JANUARY 5, 2021

It’s an understatement to say that 2020 was a year of huge change everywhere. In this post, we highlight some of the key developments of last year in a review of our top blogs from 2020. Optimising for contact centre remote working. The importance of self-service for greater customer satisfaction.

Self service 40

Self service Service level Technology Customer Service 40

Cyara

JUNE 26, 2020

I’m so excited to share that Cyara is included in the just published report: The Forrester Wave™: Continuous Functional Test Automation Suites, Q2 2020. As Diego Lo Giudice wrote in his blog on this Wave, “…being among the top 15 players in the market in a Forrester Wave™ evaluation is always a win.

Marketing 128

Marketing Interactive Voice Response Contact Center Call Center 128

Plantronics

SEPTEMBER 22, 2020

As we move into the final months of 2020, to say this year has been a ‘challenge’ feels like an understatement. Thankfully, here at Poly, we had the right people [ ] The post Poly Wins Frost & Sullivan’s 2020 Technology Innovation Award appeared first on Poly Blog.

Technology 75

Technology Contact Center Management 75

Totango

JANUARY 1, 2021

We are starting the last week of 2020…. No one can argue that 2020 was special… It was unlike anything we imagined 12 months ago. 2020 was a year of learning, new routines of working from home, remote learning, and most of all – a year of challenges. The post Wrapping up 2020 and Fiji Release!

Enterprise 66

Enterprise Accountability Feedback 66

Nicereply

DECEMBER 29, 2020

Whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you. Wish we could say 2020 has been an exciting year filled with innovations, incredible travels, and brand-new experiences. 5 Most Favorite Blog Posts Published in 2020.

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

ShepHyken

JUNE 1, 2020

Freshworks) From this blog, you can find out actionable workarounds for staff shortage to improve call center performance. The post 5 Top Customer Service Articles For the Week of June 1, 2020 appeared first on Shep Hyken. ” How to improve call center performance when there is a staff shortage by Krishna Charan.

Customer Service 169

Customer Service Multichannel Call Center Contact Center 169

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. You can read more here and download the full ebook, Conversational AI Trends 2020 , here.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Nuance

NOVEMBER 25, 2020

That includes the Nuance® AI Marketplace, Nuance PowerScribe™ One, and for 2020, the integration of Common Data Elements standards into PowerScribe One. The post Turning vision into reality at RSNA 2020 with the “Radiology Experience of the Future” appeared first on What’s next. This is a summary.

Analytics 97

Analytics Management Healthcare 97

Integrity Solutions

JANUARY 18, 2021

Now that 2020 is in the rear view mirror, most of us are ready to bid good riddance to an incredibly tumultuous year and do our best to forget it. But before you barrel ahead into 2021 and look for signs of returning to the “good old days,” sales leaders and their teams have a lot to learn from 2020.

Sales 126

Sales Coaching B2B Metrics 126

Provide Support

JANUARY 27, 2020

In 2020 year businesses will try to do their best to provide excellent customer service and satisfy their customers. In this blog post we will review major players on the modern live chat market. Published in Provide Support Blog , 2020. Modern customers cannot imagine a website without a click-to-chat button. Read more.

Interactive Voice Response 75

Interactive Voice Response Marketing Customer Service Customer Experience 75

Aspect

FEBRUARY 26, 2020

At ACE 2020, we’re making it possible for you to attend the sessions you need on the Aspect U track plus the focus track of you want. The Aspect Education Services group is excited about the services we’ll be offering at ACE 2020. Watch this video to learn more about the requirements and how to register for Aspect U at ACE 2020.

Education 62

Education Management 62

ProProfs Blog

FEBRUARY 13, 2020

Customer Loyalty Statistics 2020 You Shouldn’t Miss. This customer loyalty statistics for 2020 gives you all the more reasons to work upon improving your loyalty programs. The aforementioned customer loyalty statistics for 2020 focus on various reasons where customers are more likely to leave the brand and shop with your competitors.

Customer retention 164

Customer retention Sales B2B Marketing 164

Nextiva

DECEMBER 24, 2019

In 2020, customers no longer tolerate poor service. The post 12 Customer Service Trends You Can’t Ignore in 2020 appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. Skip right to the top customer service trends below!

Customer Service 85

Customer Service voip Sales Marketing 85

ProProfs Blog

NOVEMBER 29, 2019

Live Chat Statistics 2020: 40+ Live Chat Facts. million by 2020, growing at a CAGR of almost 8%. Among many live chat statistics for 2020, one that catches the eye is how the use of the customer support tool will spread globally. 85% of all customer support activities will happen without a human agent by 2020.

Wait times 135

Wait times Customer Support Transportation Sales 135

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Watch for our next blog in this series, coming January 26th. McKinsey & Co – May 2020: McKinsey’s Framework for Digital Transformation Strategy. AI, Teams UC and Video. . Better Together to Optimize CX. . New approach? Not necessarily…. For some, it’s more of the same, but better.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Cisco - Contact Center

AUGUST 3, 2020

I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Cisco Wins UC Today’s Best Collaboration Platform for 2020. Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124