Customer Interactions

JULY 7, 2015

One article discusses 2013’s shining star – the call center as data generator, and NICE’s Matthew Storm shares his 2014 CX prediction. Our team collected some insightful articles on CX, including reflections on this past year in Customer Experience, and predictions for the future. Feel free to click through our picks!

Call Center 28

Call Center Customer Experience 28

Guru

AUGUST 11, 2020

Since its launch in 2013, Slack has become the central nervous system of company communication and collaboration. If you use Slack as much as we do, then you know how powerful it is for collaborating with your coworkers.

Management 117

Management 117

Beyond Philosophy

FEBRUARY 25, 2016

households shopped at Target; but this is down from 43% in January, 2013. Its fourth-quarter, 2013 earnings fell 46% to $520 million, from $961 million in 2014, and sales were down 5%. Let’s look at the financial impact of Target customer distrust. In January, 33% of U.S.

Banking 199

Banking Consulting Consulting Advertising 199

kommunicate

FEBRUARY 13, 2021

offer a live chat service since 2013 focussed on creating an ecosystem of customer communication. In this article, we’ll look at Tawk.to and Kommunicate to understand how these tools can build better relationships with your audiences by offering 24/7 customer service and serving up the right message at the right time. On the other [.].

Customer Service 97

Customer Service 97

Salmat

OCTOBER 9, 2018

Last week Kenshoo released a study on Search Engine Marketing (SEM) advertising trends for the US/UK/EU based on aggregate analysis of accounts managed via their platform. Here are a few of my outtakes from it.

Marketing 40

Marketing Advertising Engineering Accountability 40

Salmat

OCTOBER 9, 2018

Last week Kenshoo released a study on Search Engine Marketing (SEM) advertising trends for the US/UK/EU based on aggregate analysis of accounts managed via their platform. Here are a few of my outtakes from it.

Marketing 40

Marketing Advertising Engineering Accountability 40

CCNG

OCTOBER 19, 2022

Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Zendesk, 2013) 72% blamed their bad customer service interaction on having to explain their problem to multiple people. Oracle, 2011) Customers who had a very good experience are 3.5x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

NOVEMBER 17, 2020

According to DMG Consulting , cloud-based infrastructure is the fastest growing area for the call center industry, predicted to almost double between 2013 and 2015. Change is coming, and the proof is in the numbers: 2013: 6 out of 10 contact centers had plans for cloud-based deployments. Call Center Trends 2013.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Customer Interactions

MAY 20, 2013

These labels have gradually started appearing at IFSEC over the past several years, but 2013 was undoubtedly the year the concept came of age. Providing the umbrella for this theme was PSIM (Physical Security Information Management), also sometimes referred to by the terms situation management and situational awareness.

Education 30

Education Analytics Management Marketing 30

Customer Interactions

MAY 3, 2013

Day 3: Shaq Takes Center Stage The final day arrived, and after the 2013 NICE Customer Excellence Awards were presented, the audience enthusiastically welcomed Shaquille O’Neil (Shaq) to the stage. After a great round of demos, discussions and presentations we were off to the Wizarding World of Harry Potter.

voip 43

voip Big data Education Best practices 43

CSM Magazine

MARCH 25, 2024

About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world. BigChange eliminates inefficient paper-based processes and as a complete end-to-end solution, it typically replaces multiple systems.

Finance 52

Finance CRM Enterprise Technology 52

ShepHyken

FEBRUARY 22, 2021

In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Here’s why the experts think empathy is the key to customer experience by Kate Rogerson. Comm100) Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around.

Customer Service 345

Customer Service Customer centricity Construction Customer Experience 345

Beyond Philosophy

NOVEMBER 17, 2014

The article reports that a mere 30% of Americans “feel engaged at work,” according to the 2013 Gallup poll, leaving the remainder somewhere between indifferent and disgruntled. The New York Times ran an article, “ Why You Hate Work ” that explains that the way we are working isn’t working for today’s employees.

Employee engagement 410

Employee engagement Customer Experience Management 410

CSM Magazine

MARCH 19, 2024

About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world. ” For further details on the BigChange awards and their significance in championing women’s causes, please click here.

Finance 52

Finance Engineering Coaching CRM 52

Beyond Philosophy

NOVEMBER 29, 0002

In 2013, to the astonishment of the dining press, Lyall and his crew popped-up with Annie’s BNNY +% Owl Bar, a non-ironic performance-piece riff on Japanese owl-cafes, in which it is possible to sit with an owl, or two, for a bit.

Customer Experience 284

Customer Experience Consulting Consulting Analytics 284

Customers That Stick

JANUARY 19, 2015

Volume 26: December 2013 – T he Power of Trust: Customers want to deal with organizations that have integrity and have a positive intent that is beneficial to both parties. Volume 24: October 2013 – The Powerless Customer: The antidote to customers feeling powerless is mainly about attitude. Give them what they want.

Self service 100

Self service Customer Service Customer Experience 100

Nuance

FEBRUARY 3, 2021

Since 2013, Nuance’s enterprise customers worldwide have won over 45 Stevie Awards across customer engagement, agent productivity, and innovation using Nuance’s AI-powered conversational AI, digital messaging, biometrics, and Agent AI capabilities.

Technology 71

Technology Enterprise Virtual Agent Customer Service 71

Talkdesk

SEPTEMBER 10, 2020

According to research by La Salle University in Pennsylvania , in 2013 the average call center had one fraud call for every 2,900 calls received. Some agents working from home are using personal, unsecured networks and new agents may not be aware of security procedures.

Engineering 109

Engineering Contact Center At home agents Call Center 109

Steve DiGioia

FEBRUARY 22, 2016

From Merriam-Webster’s Collegiate® Dictionary, 11th Edition ©2013 by Merriam-Webster, Inc. *Adapted from the author’s book “ Earn More Tips On Your Very Next Shift…Even if You’re a Bad Waiter ”. *By By permission. www.Merriam-Webster.com). The post What’s The Difference Between a Customer and a Guest?

Entertainment 235

Entertainment Personalization Customer Service 235

Customer Interactions

OCTOBER 18, 2012

From what I observed, 2013 could be the real tipping point where some of the technologies that are already firmly entrenched in the physical security space (aka PSIM) could migrate into public safety and demonstrate some tangible advantages there as well.

Engineering 33

Engineering Consulting Consulting Technology 33

ConvergeOne

AUGUST 24, 2021

This goes back to the relationship that we have with ConvergeOne, a partner that we’ve had since 2013,” said Alegre. “I I can’t tell you how much we rely on them for their expertise, their knowledge, and the mutual trust we have with them.

Analytics 105

Analytics Technology Personalization 105

Nuance

MAY 5, 2021

When Intel created World Password Day in 2013, it was a global reminder to change and strengthen the words, numbers, and special characters which secured our accounts and protected our identities. Eight years later, World Password Day reminds us that passwords are an archaic tool. It reminds us that passwords have become a commodity for [.]

Accountability 59

Accountability Enterprise 59

Influitive

SEPTEMBER 14, 2021

— Growth Hacking (aka Growth Marketing) was coined in 2010 by Sean Ellis and further popularized in Andrew Chen’s 2013 blog post: Growth Hacker is the New VP Marketing. This article originally appeared in the Demand Gen Report’s 2021 State of Growth Marketing Report.

Marketing 52

Marketing 52

CSM Magazine

FEBRUARY 6, 2024

Sally and her husband Paul purchased their franchise business back in 2013 and, working from a small office at home started to build a customer base of local companies by offering our preferential rates backed up with the promise of a much better customer service than going directly to the carriers themselves.

Customer Service 98

Customer Service Chatbots Technology Sales 98

Aspect

SEPTEMBER 20, 2017

Consider a study from late 2013 showed that 89% of consumers say they are annoyed when they have to repeat themselves about the same issue. While this turned into an irritating situation for my kids, this same concept behind browser cookies can be a pplied to the contact center to improve the customer experience.

Interactive Voice Response 179

Interactive Voice Response Self service Contact Center Marketing 179

CSM Magazine

APRIL 18, 2024

About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world. BigChange employs over 220 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.

Management 52

Management Engineering CRM Finance 52

VirtualPBX

FEBRUARY 11, 2020

In 2013, a tragedy took the life of Kari Hunt Dunn. Dunn’s fate was tied to this phone system requirement when, in need of emergency services at a hotel in 2013, her young daughter was unable to complete a call to 911 for her. Out of this tragedy arose Kari’s Law, which was passed in 2016 by the U.S. What Businesses Must Know.

voip 76

voip Best practices Enterprise 76

CSM Magazine

MARCH 27, 2024

About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world. D2 Facilities is part of a wider group including D2 Integrated Systems.

Management 52

Management Finance Engineering CRM 52

AnswerConnect

OCTOBER 2, 2020

Professional pest control places human connection at the forefront with live-answering service Kristen Fercho has been with Mosquito Squad of Columbia since 2013 and has been an AnswerConnect client since. The post Client Spotlight: Mosquito Squad of Columbia, S.C. appeared first on AnswerConnect Blog.

Answering services 52

Answering services 52

AnswerConnect

OCTOBER 2, 2020

Kristen Fercho has been with Mosquito Squad of Columbia since 2013 and has been an AnswerConnect client since. Professional pest control places human connection at the forefront with live-answering service. The post Client Spotlight: Mosquito Squad of Columbia, S.C. appeared first on AnswerConnect Blog.

Answering services 52

Answering services 52

Win the Customer

FEBRUARY 9, 2015

billion in 2013 to over 4.9 Although it may seem as though social has made email obsolete, the number of email accounts is expected to increase from over 3.9 billion by the end of 2017. With the growth of social media over recent years, it’s understandable that many businesses have started to pour their resources […].

Management 139

Management Accountability Technology Customer Experience 139

AnswerConnect

SEPTEMBER 18, 2020

Kristen Fercho has been with Mosquito Squad of Columbia since 2013 and has been an AnswerConnect client since. Professional pest control adapts in COVID-19 with virtual consultations via AnswerConnect App. The post Client Spotlight: Mosquito Squad of Columbia, S.C. appeared first on AnswerConnect Blog.

Consulting 52

Consulting Consulting 52

Contact Center Pipeline

AUGUST 25, 2015

In Pipeline’s 2013 Multichannel Metrics Survey, we asked contact centers for the criteria that they use to determine when to respond and when not to. A key consideration for your social customer service team is determining whether they will respond only to certain types of posts or comments—or everything.

Multichannel 100

Multichannel Customer Service Contact Center Metrics 100

CSM Magazine

MARCH 14, 2024

” About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world. Working with BigChange we have a reliable back-office system that supports our innovative thinking in the sector.”

Management 52

Management CRM Engineering Finance 52

The Petrova Experience

DECEMBER 20, 2022

T-Mobile excelled in customer experience in 2022 because of strategic marketing and customer experience decisions the mobile provider made starting with Un-carrier Campaign it launched in 2013. The campaign, which T-Mobile describes as 100% customer commitment , aimed to disrupt the mobile provider landscape.

Customer Experience 98

Customer Experience Banking Customer centricity Wireless 98

CSM Magazine

OCTOBER 2, 2023

About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world. The Walkthrough Guides add to the tools available to smooth the transition and allow everyone to get the most out of the software.

Finance 59

Finance CRM Enterprise Technology 59

Contact Center Pipeline

DECEMBER 27, 2017

In 2013, Internet access cost a whopping $22 per Mbps. Thanks to E-rate, School Internet Costs Dropped to an All-Time Low. School Internet costs have been steadily dropping since E-rate’s critical modernization in 2014. That cost is now only $4.90, and has dropped 30% from 2016 to 2017 alone.

Government 159

Government Education 159