Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

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Customer Service Chief Customer Officer Contact Center Call Center 136

Nicereply

SEPTEMBER 6, 2022

It’s an ever-evolving field, which means it’s critical for support leaders to keep an eye on other companies’ experiences and trends. That’s why we’ve rounded up this handy list, so you have all top customer support blogs published (so far) in 2022 in one accessible place. 2022’s top customer service blogs.

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Customer Service Complaint resolution Agent burnout Customer Support 97

Nuance

APRIL 2, 2019

As we do most months, my team and I attend trade events for a variety of industries. During these information gathering sessions, we […] The post Similarities in reporting trends across industries appeared first on What’s next. Visit Nuance's What's next blog to see the full content. This is a summary.

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ChurnZero

DECEMBER 9, 2020

You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time. Must-Read Customer Success Blogs. The Success League Blog. Tri Tuns Blog. SuccessCOACHING Blog. Higher Logic Blog. CSM Practice Blog. HubSpot Service Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

Bright Pattern

APRIL 25, 2019

Last week I wrote part 1 of this three-part series on CX trends. The blog series covers top items that were discussed in our annual CX trends webinar. The webinar featured industry expects from TTEC, The Pace of Service, and Bright Pattern. Click here to view the webinar on-demand.

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Comm100

FEBRUARY 6, 2023

One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. This is why it’s so important for financial institutions to know the trends and expectations their existing and potential customers have regarding the customer experience. A good CX is customer-centered.

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Customer Experience Brand ambassadors Self service Chatbots 76

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Armed with this information, she writes about latest industry technologies and how it benefits organizations from small scale to global enterprises. Shep Hyken.

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Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. The best blogs are not only informative but also fun to read. Call Experts Top 5 Customer Service Blogs of 2022 . Read more at this blog !

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Customer Service outsourcing Best practices Morale 52

ShepHyken

AUGUST 17, 2018

This involves the comparison of certain metrics to that the industry benchmarks and to your competitors. If you’re below the industry average, you need to rethink your current support strategy and maybe see what your competition is doing differently. The industry benchmark for FRR is 7 hours. Lastly, focus on the future as well.

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Benchmark Metrics Customer Support First call resolution 189

Beyond Philosophy

DECEMBER 21, 2023

A recent article by Qualtrics, “ AI Will Reinvent the Market Research Industry ,” had a couple of stats I wanted to share with you today, which include: 83% of researchers see AI as an industry opportunity, and 7% see it as a threat. If we look back, technology rolls like a wave through a lot of industries.

Customer centricity 221

Customer centricity Marketing Chatbots Education 221

ShepHyken

JULY 12, 2019

Across industries, the collection, analysis, and refinement of data is the battleground businesses are competing in to differentiate themselves to customers. With the right insights, especially historical patterns and trends, you can take a smarter approach to maintaining key equipment long term (such as heating and refrigeration units).

Customer Experience 266

Customer Experience Technology Enterprise Analytics 266

ShepHyken

JUNE 1, 2018

According to the Global Consumer Trends, 90% consumers expressed how a live chat button gives them the boost, a confidence to approach an online platform and know the product better. He enjoys writing about emerging customer support products, trends in customer support industry and the financial impacts of using such tools.

Customer Support 253

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ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. can harness the power of social media and can keep a track on the market trends and ongoing customer discussions. – Shep Hyken .

Analytics 315

Analytics B2B Technology Enterprise 315

ShepHyken

JANUARY 5, 2018

There are many reasons businesses have poor customer service, and they can vary by industry, but in my opinion, there are four common themes that cause bad customer service. This trend seems to cross over to consumer-to-business communication as 89% of consumers want to use messaging to communicate with businesses.

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Customer Service Multi-channel support Customer Experience Personalization 201

ShepHyken

NOVEMBER 17, 2017

Companies that analyze trends within reviews can understand what customers like and what they don’t like about the operations at business locations. Read Shep’s latest Forbes Article: Dreamforce Showcases The Fourth Industrial Revolution. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Advertising 202

Advertising Feedback Customer Experience Customer Service 202

ShepHyken

OCTOBER 27, 2017

While customer service strategies are constantly in flux with evolving trends and technological innovations, one foundational aspect remains at the core of every successful plan: Empathy. The post Guest Blog: Empathy – What Your Customer Service Strategy Is Missing appeared first on Shep Hyken.

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Customer Service Customer centricity Enterprise Personalization 208

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Aggregated “toolkits” of paired blog posts, webinars, and ebooks.

Customer Service 82

Customer Service Coaching Education Best practices 82

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. You can learn more about environment savings techniques by visiting Northern California Compactors, Inc blog. Shep Hyken.

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Surveys Accountability Management Customer Service 213

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. Accessible NOW!

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Self service Contact Center Chatbots Average Handle Time 66

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

Call Experts

FEBRUARY 18, 2021

Check out this blog. . If you already work with a call center partner or operate a contact center, staying up to date with the latest call center technology, industry trends, and customer experience best practices is imperative. You can follow our blog or some of the blogs listed below! How do you do that, you ask?

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Contact Center Interactive Voice Response Best practices Call Center 52

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . Well, click here to hop on the blog and keep reading!

Contact Center 52

Contact Center Morale Government Healthcare 52

ShepHyken

JULY 21, 2017

He enjoys writing about emerging customer support products, trends in customer support industry and the financial impacts of using such tools. The post Guest Blog: How to Hire Live Chat Agents Who Delight Your Customers appeared first on Shep Hyken. Jason Grills is a technical writer currently associated with ProProfs Chat.

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Customer Support Chatbots Personalization Education 229

ShepHyken

APRIL 27, 2018

While searching, showcase what’s trending and hot. Providing quality and unique content to your customers regarding your product, service or industry will keep them coming back. The post Guest Blog: How to Tailor Your E-commerce Site to Best Serve the Digital Customer appeared first on Shep Hyken. Include Customer Reviews.

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Enterprise Feedback Personalization Sales 204

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

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SaaS Upselling Education Customer retention 52

CSM Magazine

JANUARY 25, 2022

We’re talking about your blog. Blogging is one of the most underutilized tools customer service managers can use to boost and improve customer satisfaction, engagement, and retention. Why Blogging Can Be a Customer Service Manager’s Dream Tool. Furthermore, you can blog about trends in your industry.

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Customer retention Advertising Customer Service Management 52

ShepHyken

JANUARY 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. My Comment: Add five more ideas to the list of trends. Expert Insights – B2B Marketing Trends In Post COVID-19 Era by Shane Barker. It’s nice to see the emphasis on B2B, versus retail and other B2C industries. Follow on Twitter: @Hyken.

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Customer Service B2B Journey mapping Chatbots 311

Steve DiGioia

MAY 5, 2022

In today’s ever-competitive marketplace, businesses are always looking for the next big thing: What’s the latest fad/trend to follow or copy? No trends, no fads, and no high tech – just the basic personalization one would give to someone special in their life. It works in any industry. TipsOnThursday.

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Customer Service Personalization Technology 204

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As an industry, we’ve overlooked the most important aspect in delivering a positive customer experience (CX) … of making the employee experience (EE) a positive one as well. Get your copy: Forrester Customer Service Mega-Trends Report.

Self service 76

Self service Contact Center Benchmark Chatbots 76

CCNG

JULY 6, 2022

Connectivity continues to shrink our world, and in the process transform businesses and industries. The potential benefit from collaborative problem solving, distributed innovation, and cross industry learning is more compelling than ever. ?We What journals, blogs and forums are helpful? What professional groups are valuable?

Best practices 195

Best practices CCNG Benchmark Consulting 195

Comm100

JUNE 15, 2022

For your CX program to be successful, the goals and KPIs need to be adapted constantly to keep up with changing trends, new processes, and the evolution of consumer habits. The post Guest blog: The Ultimate Guide to Launching and Branding a Successful Customer Experience Program appeared first on Comm100.

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Trends versus Reality – Successful Companies Show How to Lead the Way. Watch for our next blog in this series, coming January 26th. AI, Teams UC and Video. . Better Together to Optimize CX. . New approach? Not necessarily…. For some, it’s more of the same, but better.

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Contact Center Scripts Cloud contact Technology 60

Cisco - Contact Center

DECEMBER 21, 2023

In this blog, we’ll take a look back at the key topics and trends that defined the industrial IoT… Read more on Cisco Blogs The end of the year and the start of the next is always a time of retrospection and celebration.

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Wireless Transportation 78

Cisco - Contact Center

JANUARY 18, 2024

Whether your organization owns commercial property, leases it, or manages it, you’re likely to be grappling with industry trends and challenges that call on your best efforts—and the innovative app… Read more on Cisco Blogs

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Management 79

Contact Center Pipeline

MAY 28, 2021

May 2021 was packed with virtual industry events. The Pipeline blog also welcomed a steady stream of contact center professionals interested in trends and instructional content for navigating the months ahead as vaccinations continue to rise, businesses restaff and leaders plan for post-COVID customer care operations.

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Contact Center Customer Care Customer centricity Call Center 162

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. This blog looks at how CX has evolved , and the priorities for brands looking forward into the new decade. Published on: January 09, 2020. Share this page on: Tweet. Avoid these 5 CX Leadership Traps!

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Callminer

MARCH 19, 2024

2024 marks a significant year for the tech industry, as it navigates through economic turbulence. This blog top looks at trends shaping CX in tech and the role of AI in harnessing these opportunities.

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