Fonolo

JANUARY 31, 2019

It’s a challenging time for customer service executives. Customer expectations are higher than ever … and competition is stiff. Roughly 82% of customers are willing to leave a brand because of poor customer service. The protagonist prepares for a long journey through the customer service galaxy.

Customer Service 93

Customer Service Chatbots Interactive Voice Response Banking 93

CSM Magazine

MARCH 2, 2022

Unearth critical customer service knowledge from leaders at Lenovo, AT&T, Walmart, CVS Health, Nissan, Cigna & more! With an influx of new technologies, evolving employee & consumer behaviours, and a renewed focus on CX, the customer service landscape is evolving rapidly. We hope you find this report valuable!

Customer Experience 52

Customer Experience Benchmark Customer centricity Customer Service 52

Netomi

DECEMBER 6, 2022

How are eCommerce brands performing from a customer service standpoint? Here, we share our top findings from Retail is Attention to CX Detail: eCommerce Customer Service Benchmark Report. We are in an era where customers crave authentic connections with brands. CX + eCommerce + AI = A Powerful Trio.

Benchmark 59

Benchmark Customer Service Multichannel B2C 59

Toister Performance Solutions

SEPTEMBER 27, 2018

The formula for good customer service is pretty simple. Customer service quality is the extent to which the experience meets the customer's expectations. Of course, you have to know what customers expect. Of course, you have to know what customers expect. population.

Customer Service 83

Customer Service Interactive Voice Response Airlines Contact Center 83

Transparent BPO

JULY 30, 2019

I’ve been on a customer service trends kick lately talking about how changing customer expectations affect churn and customer satisfaction with contact centers is down. While phone and email are still the channels of choice among customers , digital channels are coming into vogue.

Customer Service 73

Customer Service outsourcing Customer centricity Contact Center 73

LiveVox

AUGUST 4, 2022

When it comes to customer interaction, today’s customers have become accustomed to engaging with companies through multiple channels. Most of the time, your customers use different channels to gather information on your products and services in order to make a purchase decision.

Customer Service 52

Customer Service Customer Experience 52

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Mindtouch

MARCH 5, 2020

If we’re sure of one thing, it’s that customers are in the driver’s seat —now, more than ever. As Gartner predicts, “By 2023, organizations at advanced stages of digital transformation will find that poor customer experience is their biggest barrier to further success.” More (and more) power to the customer.

Customer Service 62

Customer Service Management Self service Best practices 62

CSM Magazine

MAY 11, 2020

Two thirds of people signed up on ‘gig’ customer service (GigCX) platforms are seeing an increase in demand for customer service tasks since the COVID-19 pandemic began, according to The ‘Annual Gig Customer Service’ report, released today by AI-driven gig customer service platform Limitless.

Customer Service 59

Customer Service Education Surveys Call Center 59

Netomi

OCTOBER 31, 2022

It is a unique structure, one that involves gig economy workers, and the customers they serve (the drivers plus the riders). How is customer support delivered by these companies, across various channels? View all of our findings in The New 9 to 5: The State of CX in the Gig Economy – Customer Service Benchmark Report !

Benchmark 59

Benchmark Customer Service Customer Support Accountability 59

Toister Performance Solutions

APRIL 18, 2019

A new report from the American Customer Satisfaction Index shows a drop in retail customer satisfaction. From department stores like Nordstrom to specialty stores like Bed Bath & Beyond, customers are less happy than they were a year ago. You can access the full report or read below to see the highlights and analysis.

Customer Service 59

Customer Service Surveys Big data Wait times 59

Talkdesk

JANUARY 2, 2020

Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company. This new report examines the rapidly changing landscape of available solutions for the customer service industry along with valuable insights, analysis and recommendations. Intelligent self-service.

Customer Service 66

Customer Service Multichannel Self service Contact Center 66

Concentrix

JANUARY 21, 2019

Read this report on why you need to build an AI-infused cognitive contact center. The post Forrester Report: Future-Proof Your Customer Service appeared first on Concentrix.

Customer Service 54

Customer Service Contact Center Automotive Banking 54

CSM Magazine

MARCH 6, 2020

Have your say – The Annual State of Customer Service is back! Each year this industry defining report provides key insights on the latest service, support and CX benchmarks and trends. The basis for the report is a short survey which is completed anonymously by over 1000 customer service professionals.

Customer Service 52

Customer Service Benchmark Surveys 52

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. They found that up to 40% of satisfied customers don’t come back – even though they are satisfied! Our customers are smarter than ever when it comes to customer service and experience.

Surveys 347

Surveys Customer Service Customer Experience 347

LiveChat

FEBRUARY 1, 2019

Not only your visits to the gym, but something more business-related, like customer satisfaction. When we say customer satisfaction at LiveChat, we mean the ratio of good customer rates to all customer rates on chat (good and bad). Hopefully, your customer service will be better and better each month.

Customer Service 57

Customer Service Chatbots Technology Education 57

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences?

Brand ambassadors 368

Brand ambassadors Healthcare Contact Center Self service 368

Toister Performance Solutions

MAY 29, 2018

The list of poor experiences we face as customers goes on. A report from NewVoiceMedia estimates those service failures are costing companies in the United States $75 billion per year. Its objective was to learn what people do when they experience poor service and why. Customer service is about emotions.

Customer Service 48

Customer Service Surveys Benchmark Customer centricity 48

CSM Magazine

DECEMBER 7, 2018

Customer service is in a crucial stage of scaling as the role continues to evolve each year to meet increasing customer demands. With fierce competition across the industry, find out how these leading businesses are bringing customer service closer to the executive table.

Benchmark 45

Benchmark Customer Service Multichannel Chatbots 45

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

Employee engagement 338

Employee engagement Morale Customer Experience Feedback 338

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

Customer Experience 56

Customer Experience Customer Service Average Handle Time Customer Care 56

Beyond Philosophy

MARCH 21, 2024

So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process.

Telecommunications 195

Telecommunications Engineering Education Management 195

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Here are my top five picks from last week.

Customer Service 357

Customer Service Benchmark Customer Experience Surveys 357

SharpenCX

OCTOBER 29, 2019

Or do you go easy when it comes to call center reporting metrics? And then, you’re left scratching your heads on how to put them into action so you can actually create a better customer experience. Or, they’ll pay too much attention to numbers instead of customer needs. Pressure to meet impossible KPIs pushes agents to burnout.

Metrics 64

Metrics Call Center Customer Service Coaching 64

CCNG

MARCH 12, 2021

Today's consumers are shopping online more now than ever but find the overall service experience inadequate. According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

Comm100

MARCH 28, 2018

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the team’s performance and make improvements to service. Types of Channel-Specific Report Formats.

Metrics 46

Metrics Customer Service Abandon rate Surveys 46

Chad Schaeffer

OCTOBER 8, 2014

I get to do what I truly love which is help clients improve their social customer service programs. I’ve been fortunate to be in this small but growing niche for almost 5 years now after spending 9 years helping some of the largest global contact centers provide a world-class customer experience to their consumers.

Customer Service 48

Customer Service CRM Metrics Contact Center 48

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s “Top Five” with a trends report from Deloitte. Whatever drives repeat business – and ideally, customer loyalty – is a good program. I’m often asked to define customer centricity.

Customer Service 163

Customer Service Contact Center Customer centricity Banking 163

CSM Magazine

JUNE 19, 2018

The annual Incite Group, State of Customer Service Survey, will give you in-depth insights from 500+ respondents on the key issues and opportunities your peers see in 2018, and new statistics to benchmark your own performance against. The report include contributions from Microsoft, KLM, Estee Lauder and many more leading brands.

Customer Service 40

Customer Service Benchmark Self service Surveys 40

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) Overall, the report is optimistic.

B2C 146

B2C Customer Service B2B Marketing 146