FreshGrade

OCTOBER 26, 2020

We’ve looked at some best practices of remote teaching and compiled some of them here—plus specific ways that FreshGrade Connect will help you, your students, and families find success with asynchronous online learning, synchronous online learning, or with using student portfolios to strengthen your in-class practices.

Best practices 98

Best practices Feedback Marketing 98

Quality Contact Solutions

FEBRUARY 4, 2022

Since 2010 Quality Contact Solutions has operated successfully in a virtual environment. Contact us today to learn more about our services or discuss best practices for telemarketing from home. Begin with these seven tips, and you’re off to a great start! Contact us.

Telemarketing 98

Telemarketing outsourcing Best practices Management 98

Quadient

DECEMBER 16, 2021

The scope, definitions and deliverables included in the December 13, 2021 “ Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government ” bring best practices for digital transformation to key government agencies and programs. . You may need to make large changes quickly.

Government 52

Government Customer Experience Best practices Healthcare 52

Fonolo

DECEMBER 12, 2018

2018 officially kicked-off the race to own CX: 89% per cent of companies now compete on the basis of customer experience compared to 36% in 2010. Online communities can be a powerful resource for companies, as they allow customers to exchange ideas and best practices, and have a say in product features.

Gamification 116

Gamification Airlines Contact Center B2B 116

CSM Magazine

JUNE 27, 2023

33% higher average CSAT (customer satisfaction) scores from agents delivering soft skills, best practices, and first-call resolution. Founded in 2010, Volition has over $1.7 Zenarate AI Coach delivers on average: 56% faster agent speed-to-proficiency vs. traditional training.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Interactions

JUNE 24, 2021

Imagine if we time travelled back to 2010. If the technology that a brand is using does not address these best practices, it’s not a technology that is actually supporting customer expectations (or your business!). A lot of traditional automation in the contact center is designed to make transactions more efficient.

Customer Experience 71

Customer Experience Self service Surveys Interactive Voice Response 71

inmoment

JANUARY 14, 2020

With two-thirds of companies currently competing on customer experience (nearly double the 36% that reported competing on customer experience in 2010), it’s no surprise that organizations are targeting CX initiatives as top priorities in 2020. . Check out our InMoment Resources Center today for more tips and best practices from CX experts!

Best practices 52

Best practices Metrics Upselling outsourcing 52

Altivon

JULY 27, 2020

After we started employing some of IVR Doctors’ best practices in 2018, we received the Gold Stethoscope award , placing fifth out of a hundred in their usability study,” said Turner. In a recent Energy Industry Roundtable, Paul Turner of Idaho Power shared how the company focused on their IVR quality over the past five years.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

ClearAction

DECEMBER 11, 2016

2 ClearAction Business-to-Business Customer Experience Management Best Practices Study , 2010-2013. No wonder getting in-tune is the number 1 success factor for strong business results in customer experience management. Image purchased under license from Shutterstock.

Customer Experience 73

Customer Experience Best practices Surveys CRM 73

Avaya

OCTOBER 10, 2016

Establish Best Practices. We created best practice expectations and a scoring system for the development team to measure the degree to which we’d implemented best practice with a dashboard metric we called the Implementation Quality Index (IQI). Not surprisingly, as our AQI started to go up, so did our NPS.

Benchmark 78

Benchmark Best practices Metrics Coaching 78

DMG Consulting

DECEMBER 7, 2020

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. This year’s Report discusses the impact of the coronavirus pandemic on the short- and long-term future of this increasingly important sector.

Consulting 62

Consulting Consulting Contact Center Marketing 62

inmoment

JANUARY 14, 2020

With two-thirds of companies currently competing on customer experience (nearly double the 36% that reported competing on customer experience in 2010), it’s no surprise that organizations are targeting CX initiatives as top priorities in 2020. . Check out our InMoment Resources Center today for more tips and best practices from CX experts!

Best practices 40

Best practices Metrics Upselling outsourcing 40

Fonolo

JANUARY 14, 2020

When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. We’ve all come a long way since 2010, but we couldn’t have done it without some of the most prolific influencers to ever lay hands on a keyboard. .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Call Design

SEPTEMBER 21, 2021

Gamification has been gaining traction since 2010, with its positive effects on the industry becoming more apparent. Small memory recognition games are an easy way to build variety into an agent’s employment, improving engagement and attentiveness.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

EPIC Connections

MAY 10, 2018

As a NICE inContact partner since 2010, EPIC Connections has continuously evolved its service offerings to meet the needs of NICE inContact clients. Recently, EPIC was recognized by inContact as a GOLD Certified Implementation Partner for providing high quality technology implementation services to contact centers on CXone.

Contact Center 35

Contact Center Benchmark Best practices Enterprise 35

EPIC Connections

OCTOBER 20, 2017

The collaborative session addressed omnichannel best practices in the contact center environment. Attendees learned about the infrastructure changes necessary to deliver a seamless customer experience as well as a variety of available technologies and the best way to implement an omnichannel environment.

Contact Center 38

Contact Center Virtual Agent Self service Enterprise 38

Kayako

OCTOBER 29, 2015

The birth of mainstream outsourcing: 2000 – 2010. Slowly coming back home: 2010 – 2015. I’ll give you some tips to help you decide whether you can afford to outsource, or whether you should invest the time in building your own in-house support team.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Avaya

MARCH 28, 2016

Researchers at Ponemon recently estimated the average cost of a data center outage has grown from $505,502 in 2010 to $740,357 today, a roughly 46 percent increase. Managed service providers and professional service organizations stay up-to-date on best practices and can help identify potential problem areas before an outage.

Management 48

Management Best practices Surveys Enterprise 48

ClearAction

DECEMBER 28, 2016

Rise above common practices to become one of the rare companies that energizes every nook and cranny across the company to act in customers’ best interests — which are, of course, their best interests, too. 1 ClearAction Business-to-Business Customer Experience Management Best Practices Study, 2010-2013.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

TMP Direct

MAY 19, 2015

175 million people update their Facebook status each day (per Facebook.com, Jan 2010). Today, the savviest marketers are not only monitoring the conversations, they’re participating in the conversations — and they’re participating using the best practices of customer service. In mid-November 2009, there were an average of 27.3

Customer Care 40

Customer Care Advertising Best practices Analytics 40

ijgolding

FEBRUARY 26, 2019

It spurs them on to keep up the good work and promotes best practice. Guy Letts led customer service at a FTSE 100 company before founding CustomerSure in 2010. 2. Negative feedback – generic to all customers. My book, ‘Customer What?

Feedback 85

Feedback Surveys Journey mapping outsourcing 85

Education Services Group

FEBRUARY 12, 2019

When the iPad launched in 2010, people couldn’t seem to figure out what it was for. But that world would never have come about if not for the bold few in 2010. The New York Times’ David Pogue said , “In 10 years of reviewing tech products for The New York Times, I’ve never seen a product as polarizing as Apple’s iPad.”

Feedback 45

Feedback Sales Technology Marketing 45

bold360 Blog

DECEMBER 12, 2019

In one recent study, more than two-thirds of companies said they competed primarily on the basis of customer experience—up from only 36% in 2010. Companies are increasingly catching on to the fact that just-OK customer service won’t cut it anymore. So what makes good customer service?

Customer Service 40

Customer Service Self service Customer Experience Technology 40

Up Your Service

NOVEMBER 28, 2019

An article in Forbes reports that today an estimated 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010. Learn our five best practices to adopting this flexible, bottom-up approach to customer experience improvement in our eBook. companies $136.8 Download it here.

Best practices 90

Best practices Customer Experience B2C B2B 90

GetFeedback

DECEMBER 27, 2018

From 2010 to 2015, email opens on mobile grew 30% , leaving desktop and webmail clients in the dust. If you intend to collect feedback on specific, recent experiences, sending a survey within a few days of completion is best practice. Create the perfect online survey invitation. How long will this take?

Surveys 90

Surveys Feedback Abandon rate Personalization 90

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 4 2010 State of Customer Experience, Forrester Research. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Horizon CX

APRIL 4, 2019

Bosworth and Holland have also published a more updated version of the concept in a book published in 2010 titled Customer-Centric Selling, Second Edition which is worth checking out as it addresses more of the current trends in the digital sales and business environment.

Customer centricity 40

Customer centricity Sales Engineering Construction 40

SmartKarrot

MAY 14, 2020

While dealing with different customers and based on the experience they get, the successful CSMs often design a customer success renewal playbook which comprises the best practices they can apply to their job roles. . Between 2000 to 2010: CRM, Web Channels, Mobile App . 2010: SaaS, 2013: Customer Success .

SaaS 10

SaaS Upselling Customer retention CRM 10

LiveChat

APRIL 19, 2016

All this started back in 2010, when an immense ash cloud from an Icelandic volcano put a stop to air traffic in Europe. The best advice in that sense, especially for larger organisations that want to plan out their social media activities, is to have a playbook. The document can range from a few pages to more extensive documents.

Best practices 50

Best practices Customer Service Feedback Airlines 50

Customer Interactions

AUGUST 7, 2014

As a coach/mentor/trainer, he enthusiastically shares best practices with trainees and co-workers. He was the PCC’s organizer and lead person in the 2010, 2011 and 2012 fundraisers to fight against prostate cancer. He has set a high bar high for performance excellence.

Telecommunications 31

Telecommunications Construction Morale Technical Support 31

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. In July 2010, Eliason left Comcast to become the global director of social media at Citi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

LiveChat

APRIL 10, 2017

The above link mentions a 2010 study that found that customers who were referred to a specific company tend to refer said company to others, who in turn will continue the referral chain. Along with the aforementioned loyalty programs, referral programs can also drive customer loyalty.

Customer retention 28

Customer retention Personalization Sales CRM 28

AWS Machine Learning

OCTOBER 10, 2023

She is also the recipient of the Best Paper Award at IEEE NetSoft 2016, IEEE ICC 2011, ONDM 2010, and IEEE GLOBECOM 2005. Her current areas of interest include federated learning, distributed training, and generative AI. She holds 30+ patents and has co-authored 100+ journal/conference papers. He received his Ph.D.

Healthcare 95

Healthcare Telecommunications Analytics Wireless 95

ClearAction

JUNE 25, 2023

Good, better, and best practices are subjective. What was good in 2010 is probably not best in 2023. Frankly, most practices today are 2010s methods. Very little has adapted in CX practices to urgent needs of the 2020s. Yet, you sense the difference when they’re side-by-side.

Enterprise 62

Enterprise B2B Surveys Best practices 62

ChurnZero

JANUARY 13, 2022

Ellen joined Forescout in 2010 and has been instrumental in driving cross-functional efforts between sales, product, and engineering to deliver on customers’ technical needs. I am pleased to see her take on an expanded leadership position of Chief Customer Officer. ” Follow Jennifer on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

Eptica

MAY 9, 2018

Shopper footfall on the high street has experienced the sharpest decline since 2010 , while sales showed their biggest quarterly fall in a year. Familiar names such as Toys R Us, Maplin, Mothercare and Homebase are among the brands reported to have been affected in the last few months. Share this page on: Tweet.

Customer Experience 50

Customer Experience Chatbots Self service Best practices 50

NICE inContact

DECEMBER 9, 2015

In 2010, Kristina Coker, Enterprise Mobility & Telecommunications Engineer, created a Request for Proposal (RFP) with a long wish list of ideal characteristics of a new contact center system including: Support for a wider range of communication channels. “We That was unheard of in 2010.”.

Customer Service 75

Customer Service Contact Center Telecommunications Call Center 75