Kayako

JANUARY 24, 2018

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

ProProfs Blog

OCTOBER 31, 2018

In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. Customer experience marketing refers to strategies that focus on and improve your customers’ experiences with you.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks. Resist the temptation.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. The role of a call center manager is complex and challenging. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir. Hassan Alnassir. Ben Winter.

Call Center 182

Call Center Management Scripts Coaching 182

Talkdesk

SEPTEMBER 2, 2015

In the modern consumer landscape, customer service is more important than ever. At Talkdesk, our mission is to revolutionize the customer experience. To that end, we host a Customer Spotlight webinar series to explore advances in this field. This is achieved by measuring different interactions via surveys.

Best practices 68

Best practices Customer Service Surveys call center software 68

Playvox

AUGUST 15, 2022

While most contact centers have successfully transitioned to some form of remote workforce since COVID shutdowns, the return to fully on-site work—and its effect on agents—is unclear. In its own survey of 700 contact centers, IT research firm Metrigy found the success of remote work has surprised customer experience leaders.

Contact Center 77

Contact Center Gamification Surveys Management 77

Beyond Philosophy

SEPTEMBER 6, 2016

Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. Companies can achieve a higher, more attractive cost/benefit ratio for customer acquisition and advocacy efforts.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

Nicereply

AUGUST 10, 2022

To give the best customer experience, you need to ensure that your writing skills are spot on. As a business, you’re probably well aware that the days where customers call up to communicate with your business is are slowly disappearing. Deviating from this may seem off form and can even make potential customers distrust you.

Advertising 98

Advertising Banking Customer Service Customer Experience 98

Fonolo

APRIL 24, 2018

A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Our favorite chart: Customer Service Index Report. We’re not surprised!

Contact Center 99

Contact Center Call Center Self service Surveys 99

Toister Performance Solutions

JANUARY 20, 2022

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. More companies are adding a Chief Customer Officer (CCO). How do you know if your company needs a CCO?

Chief Customer Officer 62

Chief Customer Officer Advertising Surveys Sales 62

Balto

SEPTEMBER 7, 2022

An overwhelming 80% of agents report using four or more applications for each customer interaction, and nearly a quarter use a whopping 10 to 15. With software snafus rampant among financial services contact centers, something’s got to give, right? Top Challenges Voted on By Financial Services Contact Centers.

Contact Center 52

Contact Center Banking Contact center software Average Handle Time 52

NICE inContact

OCTOBER 10, 2019

If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. Here are some of the most revealing statistics on customer experience and customer retention. YoY increase in customer retention, while those without one only see a change of 2.9% Am I a creature of habit?

Customer retention 70

Customer retention Customer Experience Customer emotions Contact Center 70

aircall

DECEMBER 19, 2016

This year on the Aircall blog, we’ve looked at quite a few ways how to improve your business’ customer service. Now let’s take a look at and draw inspiration from the best customer service companies this year. Best customer service companies of 2016: all-star division.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Comm100

NOVEMBER 6, 2017

As true as the legends may be (yes, social media can win you fans and boost customer loyalty ), social media customer service isn’t always sunshine and rainbows. As true as the legends may be (yes, social media can win you fans and boost customer loyalty ), social media customer service isn’t always sunshine and rainbows.

Customer Service 59

Customer Service Airlines Accountability Marketing 59

CSM Magazine

JUNE 7, 2022

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments. There has been a rapid change in recent years in how people live and work.

Banking 52

Banking APIs Interactive Voice Response Surveys 52

CSM Magazine

OCTOBER 21, 2020

While it pays off to concentrate on keeping your existing customers and boost brand loyalty, gaining new ones is the key to growing your eCommerce business. But how do you find fresh customers for your e-store? If you want new customers, you have to make sure people are able to actually find you online.

Advertising 52

Advertising Engineering Marketing Sales 52

Netomi

JUNE 18, 2023

Over the last 10-15 years there has been a pivot from being price- and product-focused to centering everything around the customer. Starbucks, Nordstrom, Hilton, Amazon and other brands have created the blueprint for customer experience and customer relationship management (CRM), and have shaped customer expectations for brand interactions.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Analytics 52

TRUSTID

OCTOBER 21, 2018

One of the primary tools for customer engagement is the telephone. The expectations that customers have when talking to a call center agent plays a big role in both your customer experience and how your customers feel about your brand. This measures how long it takes an agent to answer a call. Dowling, M.D.,

Call Center 52

Call Center Abandon rate Benchmark Healthcare 52

JivoChat

JUNE 30, 2021

But did you know you can leverage your online presence and engage even more customers by adding a chat window to your site? Taking advantage of a live chat box on your company’s site lets you add an optimized marketing solution and provide an instant connection with customers. What is a Chat Window? Capture more leads.

Chatbots 52

Chatbots Sales Marketing Personalization 52

Fonolo

APRIL 24, 2018

A new privacy regulation (GDPR) has multiple impacts on call centers that operate in, or provide service to, Europe. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Our favorite chart: Customer Service Index Report. We’re not surprised!

Contact Center 57

Contact Center Call Center Self service Surveys 57

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? How can they survive and thrive in the face of so many variables? Note: These experts, who generously gave their time and know-how to this article, appear in alphabetical order by surname.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

GetFeedback

DECEMBER 21, 2018

It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. American Express ).

Customer retention 156

Customer retention B2B Surveys B2C 156

Hodusoft

JANUARY 10, 2024

Seamless Connectivity: Exploring the World of IP PBX for Hosted Service Providers Would you be surprised to know that many hosted service providers are adopting hosted IP PBX systems and hosted telephony systems more than ever before? Traditional phone systems are gradually giving way to more flexible and scalable solutions.

Interactive Voice Response 52

Interactive Voice Response Technology Marketing CRM 52

Liveops

JANUARY 16, 2019

Paul cited a diary of Edmund Harrold to illustrate the point. “A He rented a small shop, shaved customers’ heads, bought and sold hair, and crafted wigs. He rented a small shop, shaved customers’ heads, bought and sold hair, and crafted wigs. From 18th-century labor to TaskRabbit, the flexible workforce is evolving.

Enterprise 87

Enterprise Transportation Virtual Agent Sales 87

Quiq

JULY 21, 2021

Share This Story Wouldn’t it be great if your brand could offer personalized web chat assistance to customers at exactly the right point of their customer journey? Proactive Web Actions are personalized chat engagements that help customers based on where they are in their shopping journey and what they are trying to achieve.

Personalization 52

Personalization Chatbots Call Center Customer Support 52

CSM Magazine

APRIL 23, 2020

So much of marketing now centres on ‘experience’, how do we provide that for our customers, how do we encourage our buyers to invest in the story of our product and how do we encourage them to share that experience, and by extension our product, on their social channels? What is the customer journey?

Marketing 52

Marketing Customer Experience Journey mapping Entertainment 52

Connect

NOVEMBER 2, 2022

Automation, big data, CRM (customer relationship management), hybrid systems, cloud, workforce management and predictive analytics have been the driving force for this innovation and have greatly improved how contact centres manage interactions to improve CX (customer experience). CX: An evolving concept.

Morale 40

Morale Cloud contact Benchmark Big data 40

JustCall

NOVEMBER 27, 2022

Ways To Improve eCommerce Customer Experience. As a result, offering your clients a fantastic eCommerce customer experience is now a requirement for every retail company wishing to expand. What Is eCommerce Customer Experience? . You can improve your conversion rates by improving the eCommerce customer experience.

Customer Experience 52

Customer Experience Customer retention Surveys Personalization 52

Netomi

NOVEMBER 23, 2022

Customer experience has become a critical differentiator for companies looking to stand out from the crowd. In today’s fast-paced and highly competitive business landscape, quality customer experience has become even more important. Customers have more choices and higher expectations than ever before.

Customer Experience 52

Customer Experience Customer retention Employee engagement Chatbots 52

VocalCom

JULY 9, 2018

While many companies are embracing tools such as artificial intelligence to drive better experiences, customers still seek a human touch and the assurance that any technology used is truly for their benefit. Here are five expectations your brand needs to meet to satisfy all customers. Technology that simplifies the customer experience.

Interactive Voice Response 48

Interactive Voice Response Contact center software Chatbots Self service 48

JivoChat

AUGUST 16, 2021

You’ve got your basic marketing emails, informing past and potential customers of new products or sales. In just a few short years, it’s gone from an annoyance on some sites you visit to one of the preferred methods of communication, particularly for younger audiences. Ecommerce businesses are incredibly diverse. Personalization.

Marketing 52

Marketing Accountability Sales Chatbots 52

Callminer

JULY 23, 2019

The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky. One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better.

Best practices 140

Best practices Feedback Call Center Coaching 140

aircall

JUNE 21, 2021

If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. Suppose there are gaps between what customers expect from an interaction and what they’re actually getting. Creating Customers for Life.

Sales 71

Sales Customer Experience Surveys Feedback 71

JustCall

JUNE 26, 2023

In this blog, we’ll explore the power of SMS as a tactic for real estate agents and guide you on how to use it to drive engagement and sales. In today’s digital age, communication has become more critical than ever before, and it is no different when it comes to the real estate industry.

Real estate 52

Real estate Scripts Marketing Best practices 52

Quiq

MARCH 6, 2020

Mobile rules consumers’ personal lives and how organizations engage with consumers via mobile is quickly evolving. . Back then, purchases were limited to ringtones and services. At the same time, the number of new services, like streaming videos and music, shaped a new expectation that purchases should be available instantly. .

Banking 52

Banking Sales Surveys Accountability 52

Vonage

DECEMBER 8, 2016

In today’s digital world, customer expectations have never been higher – and neither has the number of them who are prepared to jump ship if your business doesn’t meet them. According to a study by NewVoiceMedia, US businesses are losing $62 billion per year, as a result of poor customer service.

Contact Center 48

Contact Center Call Center Surveys Customer retention 48

Playvox

SEPTEMBER 14, 2021

The best way to motivate people is to give them meaning, purpose, and an understanding of how their work contributes to a company’s overall success. Yet, most agents must simultaneously balance using complex computer systems with solving unique problems while delivering excellent customer service. What is Culture?

Morale 59

Morale Contact Center Accountability Personalization 59