Global Response

MARCH 27, 2024

This foresight assists in proactive resource planning. Case studies: success stories in call center optimization Implementing big data analytics in call centers is a transformative strategy. Here are three case studies of companies that successfully implemented call center analytics.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

CCNG

FEBRUARY 21, 2024

This use case of AI customer service can even develop what we call entry level experts because of the amount of knowledge a new CSR has access to with these tools. These outcomes empower your business to provide exceptional customer service experience and free up resources for other initiatives or priorities.

Technology 195

Technology Customer Service Virtual Agent Self service 195

Beyond Philosophy

JANUARY 29, 2021

We want to expend as few resources as we can to get the maximum output possible. However, if you add Customer Experience to the department list but don’t give them authority or resources to effect any changes, you will not improve. Scientific studies often show that one small change produces enormous outcomes.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

Beyond Philosophy

OCTOBER 8, 2022

25:07 Hannesson shares a specific case study that used video to reduce repeat home visits. 29:22 We all share our practical advice about how to use video to improve the metrics that matter most to your organization (and that none of us are footballers, in case you were wondering). Please tell us how we are doing!

Customer Experience 221

Customer Experience Contact Center Consulting Consulting 221

Beyond Philosophy

SEPTEMBER 3, 2022

Customer Experience Information & Resources. – A case study appeared first on CX Consulting. 14:43 Patterson explains the concept about putting Measure second in the list and why it is essential it is there. 25:00 Colin brings up the Ambassadors, how they were chosen, and the role they played in the implementation.

Customer Experience 284

Customer Experience Consulting Consulting Metrics 284

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 111

APIs Healthcare Scripts Enterprise 111

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. The author shares six mini-case studies from brands you’ll recognize, such as Starbucks, NASCAR, and more. Here are my top five picks from last week. Most, however, are more likely to be copycatting than introducing new ideas.

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. Yes, a welder is a key resource to build a train, but a train build is a team effort.

Contact Center 195

Contact Center CCNG Best practices Technology 195

ShepHyken

AUGUST 31, 2023

Enterprise resource management (ERP) systems centralize, automate, and manage core business data and processes, from inventory management to real-time sales information. According to the Zendesk study, 73% of customers will switch to a competitor after multiple bad customer experiences.

Journey mapping 318

Journey mapping Upselling CRM Feedback 318

Beyond Philosophy

AUGUST 21, 2020

However, will that always be the case? The second key takeaway from this study is that the reviews written on phones were more persuasive. In that case, you may want to encourage them to write it on their phones. Engaging in that task on our phone requires more cognitive resources. WE LOVE OUR PHONES.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

JANUARY 23, 2019

I have been studying Behavioral Economics for a few years now and applying those principles to Customer Experience. Resources: People have a limited amount of cognitive reserves, and they don’t like to use them up, so they like for many buying decisions to be easy. In that case, they might create a substitute reason that sounds good.

Management 361

Management Consulting Consulting Accountability 361

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. Those resources are: Product demos. Customer references are difficult to manage, and case studies are found to be less effective than customer references and difficult to manage.

B2B 201

B2B Surveys Sales Marketing 201

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. 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. 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski.

Customer Service 312

Customer Service Entertainment Coaching Self service 312

ClientSuccess

JANUARY 26, 2022

Customers can become a crucial part of your outbound content strategy through customer case studies, referrals, marketing opportunities, and more. . In this article, we’ll look at the critical parts of a case study to ensure your team creates the most compelling, valuable stories to help tell – and sell – your company’s value.

Upselling 75

Upselling SaaS Best practices Marketing 75

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Shaw shares some best-use AI scenarios that are important to consider and also makes the case for having an AI strategy. Here are my top five picks from last week. I like the variety!

Customer Service 155

Customer Service B2C B2B Customer Experience 155

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month. Here are my top five picks from last week. Or, do they? That’s all the coffee you can drink.

Customer Service 161

Customer Service Employee engagement Customer Experience Personalization 161

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. 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.

Customer Service 344

Customer Service B2B Best practices Customer Experience 344

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

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

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. Leading customer experience for almost-automatic CX excellence is the aim of all resources at ClearAction Continuum.

Customer Experience 71

Customer Experience Journey mapping Entertainment Enterprise 71

CSM Magazine

APRIL 4, 2024

Brands must offer competitive commission rates that incentivize affiliates to invest time and resources in promoting their products or services. Moreover, the best affiliate programs empower affiliates with the tools and resources needed to succeed in their marketing efforts.

Marketing 52

Marketing Education Consulting Consulting 52

Quality Contact Solutions

JULY 11, 2022

Resources to support success A B2B lead generation service has the added efficiency benefit, with multiple resources to support your company’s success. READ: B2B LEAD GENERATION CASE STUDY. Can they provide testimonials or case studies involving past or current clients? Return on Investment (ROI).

B2B 98

B2B Telemarketing Scripts Construction 98

Horizon CX

APRIL 1, 2024

Yet, despite the abundance of resources and attention dedicated to customer experience (CX), many organizations still struggle to achieve higher levels of CX maturity. The Business Case for Customer Experience Maturity The benefits of achieving higher levels of customer experience maturity are clear. What’s holding organizations back?

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. If you are into these types of stats and findings, be sure to get a copy of the 2023 ACA (Achieving Customer Amazement) study on the State of Customer Service and CX. In case you missed it, don’t worry. I have two things for you.

Customer Service 155

Customer Service Airlines Customer Experience Technology 155

Convoso

OCTOBER 10, 2019

How RMC used Convoso to increase contact center conversions by 75% Get the case study to learn more about the Convoso features that helped RMC increase conversions by 75%. Resource Marketing Corp (RMC) was looking to maximize its contact center’s lead and agent efficiency.

Contact Center 120

Contact Center Contact center software Outbound sales call center software 120

Global Response

FEBRUARY 26, 2024

Ensure these resources are easy to navigate and search. Provide access to information : Ensure employees can easily access relevant information and resources. Case study : Slack actively encourages user feedback through various channels, including a dedicated feedback command within the app.

Call Center 62

Call Center Customer Service outsourcing CRM 62

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. In this case, it’s Jeff Steen sharing his thoughts on a Seth Godin blog post. Study: Bath & Body Works, Ace Hardware Among Retailers With Best Reputations by Marianne Wilson. The study, which examined 3.7 and the U.K.,

Customer Service 190

Customer Service Call Center Customer Experience Customer Support 190

NobelBiz

DECEMBER 19, 2023

From maintaining composure to offering your perspective, this resource equips you with the skills to turn tense interactions into positive outcomes. Read the case study or watch the video ! By monitoring calls in real-time and analyzing key metrics, managers can identify urgent cases that require immediate attention.

Call Center 106

Call Center Management Wait times Contact Center 106

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

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. As businesses strive to balance finite resources for maximum benefit, leaders are sometimes forced to choose between undesirable options. A Customer Success team has the time and resources to respond this way.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Help Scout

MAY 20, 2021

Case studies. It includes links to different help center articles to allow the reader to learn about topics in more detail, which shows the depth of product and user knowledge that went into putting this resource together. Common elements of customer success marketing include: Onboarding materials. Customer events.

SaaS 79

SaaS Marketing Sales 79

Nicereply

JUNE 12, 2023

But they don’t stop there—they go the extra mile, addressing every concern and even proactively suggesting additional resources and tips to help the customer be more successful. In addition to tools, creating resources for “in the moment” guidance is also helpful. In those conversations, something magical happens.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

JivoChat

JANUARY 15, 2023

In your first email of a sequence, your call to action can be sending them to an educational resource. Use Case Studies as Sales Enablement Content. Case studies are an excellent lead nurturing asset – which is why 61% of marketers use them as part of their strategy. A link to a case study.

Best practices 75

Best practices B2B Sales Multichannel 75

ClientSuccess

JANUARY 25, 2021

These current customers are the perfect resource for prospective customers to learn exactly why doing business with your organization is a good idea. Case Studies. Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon. And the results need to be there as well.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

Quality Contact Solutions

OCTOBER 4, 2022

Case Study: B2B Lead Generation & Cold Calling. Look for resources about what similar businesses in your industry and region typically see. This article is an excellent resource if you’re not familiar with SEO. With all the options, it’s tough to know where to start. Here’s How to Generate Leads.

Best practices 111

Best practices Telemarketing outsourcing B2B 111

OctopusTech

AUGUST 26, 2021

A study by the Forrester Research states that the annual worth of LPO i.e. $80 million can hike up to $8 billion. 7)Prior-art study as well as analysis. A fresh study of the LPO industry discovered that IP services prevail in the early adopter stage of market growth. It will yield great job opportunities in India by 2022.

outsourcing 118

outsourcing Engineering Marketing Technology 118

Comm100

FEBRUARY 12, 2023

In this blog, we’ve taken 5 of the top use cases for universities using chatbots from our SlideShare, Top 10 Use Cases for Chatbots in Higher Education. Top 10 Use Cases for Chatbots in Higher Education Learn how schools are adopting bots to help them improve team efficiency, reduce support costs, and improve student satisfaction.

Chatbots 69

Chatbots Education Self service Personalization 69