CCNG

NOVEMBER 9, 2021

There are many incredible case studies of AI positively transforming the contact center. By first training AI to understand the customer experience in detail, contact center leaders will have the insights on the conversations that can be automated well and those that are best left to human agents.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

24-7 InTouch

MARCH 27, 2024

This resulted in inconsistent application of policies and, in some cases, offered an opportunity to reduce the total spend on these types of cases. IntouchCX implemented our Generative AI solution to increase the brand’s adherence policy, accuracy of credits, and insight into their overall spend.

Coaching 59

Coaching CRM Technology Customer Experience 59

Callminer

JUNE 19, 2019

In a recent case study, Praxidia uncovers new insights and finding improvement opportunities for a major airline with automated quality assurance.

Airlines 182

Airlines 182

ShepHyken

JANUARY 7, 2024

It’s the experience, and this author has some excellent insights. The author shares six mini-case studies from brands you’ll recognize, such as Starbucks, NASCAR, and more. You’ll enjoy some interesting and relevant insights from those who know! My Comment: What makes some companies and brands great?

Customer Service 163

Customer Service Contact Center Customer centricity Banking 163

CCNG

AUGUST 2, 2023

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. Let's make this series a collaborative journey! How do you protect your service organisation from the possible pitfalls of transformation?

Contact Center 195

Contact Center CCNG Best practices Technology 195

TechSee

SEPTEMBER 28, 2023

In August 2023, we fielded a new study to answer this question. For deeper insights, see the full report. The #1 use case where all survey cohorts showed the most interest was customer support automation. And the results were surprising. Do people know what Generative AI is? Why are people concerned about Generative AI?

Surveys 124

Surveys Chatbots Education Customer Support 124

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

ShepHyken

MAY 9, 2023

Use their feedback for marketing purposes, testimonials, and case studies. ” “Companies survey their customers but sometimes overlook insights their employees have. Decision makers, influencers, subject matter experts, and users experience your brand in different ways. Leverage your promoters.

Surveys 156

Surveys Feedback Employee engagement Customer Service 156

Callminer

SEPTEMBER 1, 2020

While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners. The great online kick-off.

Entertainment 182

Entertainment Analytics Contact Center Customer Service 182

AWS Machine Learning

FEBRUARY 29, 2024

Amazon Bedrock provides a broad range of models from Amazon and third-party providers, including Anthropic, AI21, Meta, Cohere, and Stability AI, and covers a wide range of use cases, including text and image generation, embedding, chat, high-level agents with reasoning and orchestration, and more. strip() for item in response.strip().split("nn")[1:-1]

APIs 113

APIs Healthcare Scripts Enterprise 113

ShepHyken

APRIL 14, 2023

Plus, it’s been proven in recent studies that 59% of satisfied agents are overperforming on CSAT and are also 2.5 Career Development Can Happen Anywhere It’s no longer the case that contact agents have to be on-site to better support agent development. times more likely to stay in their roles.

Contact Center 161

Contact Center Management Customer Service Personalization 161

Global Response

FEBRUARY 26, 2024

This not only empowers them but can also provide valuable insights for enhancing customer experience. Data collection : Call centers collect and analyze data from customer interactions, providing businesses with valuable insights into customer needs, preferences, and trends.

Call Center 62

Call Center Customer Service outsourcing CRM 62

ShepHyken

SEPTEMBER 7, 2018

Of course, you might already have testimonials and case studies on your site, so you probably don’t need a customer review program. The data-based insights from our 2018 B2B Buying Disconnect report will show you why: Buyers don’t trust vendors. A review program. This is a problem for vendors.

B2B 201

B2B Surveys Sales Marketing 201

Lumoa

JULY 17, 2022

New Case Study with one of our customers – Parques Reunidos! Thankfully, Lumoa has been able to: Get them Weekly Actionable Insights Enabled a cultural change, with more ownership of customer experience from teams worldwide Saves time, and therefore, saves money You can read the full case study here !

Feedback 83

Feedback Surveys Customer Experience Management 83

ShepHyken

FEBRUARY 28, 2020

I give them customer experience tips and insights, not the other way around.”. He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. Studying their techniques and learning from them can open doors for you. But you’d be surprised.

Airlines 288

Airlines Sales Employee engagement Customer Experience 288

ShepHyken

JULY 12, 2021

As strong a case as this article makes for the digital-first options, it still supports the notion of reaching a live agent when necessary. My Comment: One of the questions we asked in our soon-to-be-released 2021 Achieving Customer Amazement study was if colleges should require a course in customer service. by James Heskett.

Customer Service 312

Customer Service Entertainment Coaching Self service 312

Genroe

OCTOBER 16, 2023

Uncover how Manheim leveraged NPS data to launch 110 business improvement projects in 18 months, paving the way for growth in our insightful webinar. The post [Case Study] Turning NPS Into Business Improvement Initiatives at Manheim appeared first on Genroe | Customer Experience | Net Promoter Score.

Customer Experience 52

Customer Experience 52

CSM Magazine

MARCH 13, 2024

In a recently published case study , and with Sabio’s help, Sweaty Betty launched an integrated omni-channel customer relationship management (CRM) platform that provided agents with 360-degree customer views leading to a 66% decrease in first response times. You can read the full case study here.

Customer Experience 52

Customer Experience Self service Customer Care Chatbots 52

CSM Magazine

FEBRUARY 7, 2024

It allows you to balance your personal life, work commitments, and studies seamlessly. This flexibility isn’t just about when you study, but where. Online courses in operations management, for example, draw on case studies from manufacturing to healthcare, providing a broad-based education that can adapt to numerous career paths.

Education 52

Education Healthcare Engineering Analytics 52

ShepHyken

FEBRUARY 1, 2021

My Comment: I always enjoy articles that teach lessons from iconic companies, and in this case the company is FedEx. Price is ripe: Study finds increase in menu prices means decrease in restaurant ratings by Olin Business School. (Sharpen) Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service.

Customer Service 344

Customer Service B2B Best practices Customer Experience 344

ShepHyken

NOVEMBER 6, 2020

Consumer research helps businesses or organizations understand customer psychology and insights , which in turn allows businesses to learn what they can change, implement or improve. Secondary data includes any research from other organizations, consumer insight studies, data previously collected, or customer information.

Marketing 250

Marketing Customer Service Consulting Consulting 250

CSM Magazine

DECEMBER 29, 2023

As management students, we are often faced with the question of whether it is more effective to study alone or in a group. In this article, we will explore the benefits of group study and solo sessions, offering insights into how each approach can enhance your homework experience. Here are some key benefits of solo sessions: 1.

Accountability 52

Accountability Personalization Management 52

Lumoa

DECEMBER 19, 2023

Types of sentiment analysis Within sentiment analysis, various types are tailored to specific use cases: Aspect-based sentiment analysis. These algorithms classify the sentiment as positive, neutral, or negative, providing valuable insight into customers’ feelings.

Feedback 83

Feedback Banking Chatbots Automotive 83

NobelBiz

FEBRUARY 6, 2024

This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

VirtualPBX

NOVEMBER 21, 2023

Ring in the Savings with Call Tracking Magic This Thanksgiving, give your business the gift of insight with our state-of-the-art call tracking. It’s like having a magic wand that transforms data into delightful insights! How do you ensure your Black Friday is not only bountiful but blissfully seamless?

voip 98

voip Marketing Sales Personalization 98

Real Blue Sky

MAY 31, 2023

By mapping out every touchpoint a customer has with our brand and analyzing their emotional, behavioral, and cognitive steps along the way, we can gain invaluable insights into their pain points and expectations. Hopefully, these case studies will help you better understand how client journey mapping can benefit your organization.

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

Hodusoft

MARCH 15, 2024

It promises invaluable insights, strategies & detailed discussion, including case studies showcasing how you can conquer your key challenges in the communication landscape.

Advertising 52

Advertising Wait times CRM Personalization 52

delighted

MARCH 28, 2024

Our take on how AI can benefit survey creation Here’s how Jack Gerli, Delighted’s Product Manager, explains the opportunity for AI enhancement on our survey creation flow: “Currently, our Surveys product offers recommended questions and full survey templates for popular use cases. Check it out here.

Surveys 64

Surveys Feedback Personalization Management 64

NobelBiz

DECEMBER 19, 2023

Brayan Carpio Senior Call Center Manager, Call4You Marketing Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Call Center 106

Call Center Management Wait times Contact Center 106

Education Services Group

JULY 27, 2021

But my favorite way to showcase your past successes and your current abilities to the world is by telling a customer’s success story with a case study. Case studies can be some of the most powerful content because they tap into one of the most powerful methods of communicating – storytelling. Our brains love stories.

Sales 52

Sales Marketing Accountability Best practices 52

Toister Performance Solutions

MARCH 2, 2023

Burnout study overview A total of 951 contact center agents participated between January and February 2023. That study found 74 percent of contact center agents were at risk of burnout. You can download the complete study here. Making the case for giving employees is all above math. The responses were anonymous.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

ChurnZero

NOVEMBER 11, 2022

These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai. Download your full copy of the 2022 Customer Success Leadership Study here.

SaaS 98

SaaS Metrics Best practices Benchmark 98

Genroe

NOVEMBER 29, 2021

CX Tribe is the best Customer Experience insights, case studies and statistics. The post [CX Tribe] 30 November 2021 – NPS Case study + Customer Journey Ownership appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Human curated. Delivered weekly. Design is how it works.”—

B2B 52

B2B Feedback Marketing Customer Experience 52

ClearAction

FEBRUARY 13, 2023

It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application. This customer experience course is an actionable overview for making CX a team sport company-wide. The Essentials module is free to everyone.

Customer Experience 71

Customer Experience Journey mapping Entertainment Enterprise 71

Tethr

JULY 26, 2021

One of the big takeaways from this reflection was that unstructured call, chat, and case data would become big this year—and it has. Here are three ways we’ve seen progressive contact center leaders find insights in unstructured data analytics this year. Cultivate sales opportunities.

Analytics 114

Analytics Inbound sales Self service Contact Center 114