CSM Magazine

NOVEMBER 14, 2023

A new workforce management system from BigChange has improved job allocation and boosted job completion rates at EB Gas Services. “Before BigChange I would say that 80 percent of our processes were paper based,” commented Kevin Byrne, Managing Director of Newry-based EB Gas Services.

Engineering 52

Engineering CRM Finance Accountability 52

SharpenCX

APRIL 21, 2020

As a manager, it’s vital for you to stay on top of things and continue to care for your employees as they work remotely. Even if you feel like you’ve shared every remote-work tip in your toolbox, you can turn to these four work from home best practices to make managing remote employees easier. Not sure which KPIs to prioritize?

Best practices 76

Best practices Management Coaching Metrics 76

Talkdesk

MARCH 31, 2020

Call center fraud, which usually takes advantage of records migration or lack of authentication to extort money from larger financial institutions, has skyrocketed by 350% between 2013 and 2019. In order for the contact center to maintain strong relationships, companies must guarantee the safety and protection of customer data.

Contact Center 60

Contact Center Call Center Surveys Technology 60

ShepHyken

DECEMBER 30, 2016

This was 10 percentage points higher as compared to a similar survey conducted in 2011. The 2013 findings of a Green Gap Trend Tracker research conducted by Cone Communications found that at least 71 percent of shoppers in America think about the environment when shopping. Enhance your systems of waste management.

Surveys 214

Surveys Accountability Management Customer Service 214

Taylor Reach Group

APRIL 9, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Providing poor CX is incredibly expensive!

Consulting 173

Consulting Consulting Contact Center Surveys 173

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. Or if Bank of America has these in place then for sure it hasn’t trained its managers and staff on Empathy.”. You Will Now.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Hello Customer

MAY 17, 2020

The Hello Customer Management Team: Bram De Vos (Chairman of the Board) - Eline De Wilde (Head of HR) - Gilles Declercq (CRO) - Leslie Cottenjé (CEO) - Tom Bogaert (CFO) - Joeri Pansaerts (CTO). The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied.

SaaS 98

SaaS B2B Feedback Enterprise 98

ClearAction

DECEMBER 11, 2016

And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. Business results are correlated with coordination of customer experience management methods. So there are typically 2 things out of tune: (A) coordination among managers of various CX efforts. (B)

Customer Experience 73

Customer Experience Best practices Surveys CRM 73

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Using digital surveys is another way to garner valuable feedback. Present a survey on your site or social media channels in exchange for a discount offer or freebie.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Eptica

AUGUST 21, 2019

For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. Mirroring this, 83% of contact centers surveyed by Contact Babel said that they expected chat usage to increase over the next 12 months – the highest growth for any channel.

Advertising 66

Advertising Best practices Upselling Analytics 66

TechSee

OCTOBER 23, 2018

Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . According to a 2018 survey , 15% of Americans say they have used a chatbot to interact with a company in the prior 12 months, and Gartner projects that more than 85% of all customer interactions will be managed without a human by 2020.

Personalization 157

Personalization Customer Service Chatbots Engineering 157

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. In the business survey, respondents were asked to rank the top three ways that the company would prefer to interact with a customer during a service experience. Apple Chat or WhatsApp).

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

CSM Magazine

NOVEMBER 28, 2019

Subscan UDS, the UK utility, drainage, and survey company, has implemented a high tech mobile workforce system from Leeds technology company BigChange. . A team of specialist technicians operate across the UK undertaking everything from topographical surveys to underground utility tracing, drainage, CCTV surveying and the lining of drains. “We

Technology 52

Technology Surveys CRM Best practices 52

ijgolding

AUGUST 12, 2018

Customer Relationship Management. Customer Management. In 2013, I conducted an independent research study to understand exactly what it was that customers ‘wanted’ from organisations. I distributed a short survey to people within my networks on LinkedIn, Facebook and Twitter. They include: Customer Experience.

Airlines 74

Airlines Customer centricity Surveys Customer Experience 74

CSM Magazine

JUNE 29, 2020

Efficiency – it’s the concept all customer service managers must live by, whether we care to admit it or not. A 2013 survey revealed the average employee spends one whole week each year waiting for their network to load, which frustrates workers and costs employers thousands. Quite a lot, as it happens. Think big picture.

Morale 52

Morale Customer Service Feedback Call Center 52

Steve DiGioia

JUNE 20, 2016

According to the “State of the American Workplace”, a 2013 Gallup study, seven out of 10 workers in the US say they aren’t fully engaged at work, meaning they aren’t working to their fullest potential. Disengaged management breeds the same in our hourly staff. Is that the reason for poor employee morale? Yeah, sure…. Click To Tweet.

Morale 167

Morale Employee engagement Surveys Management 167

Vonage

SEPTEMBER 25, 2015

It was for this reason that in early 2013 we decided to bring our customer service operation in house. Now, whenever a customer calls, we have immediate access to their entire history and all of their interactions with us, as well as the ability to manage multiple languages.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

Contact Center Geek

JANUARY 14, 2016

NPS, if managed appropriately, does a great job identifying service deficiencies. For a few-hundred dollars, the Temkin Group will send you their 2013 research findings. One way of ascertaining customer effort is to conduct a survey and ask, "How much effort did you personally have to put forth to resolve your issue?".

Contact Center 48

Contact Center Management Call Center contact center associations 48

CX Global Media

JULY 12, 2019

Todd Hixon Capacity Manager, Hulu. Todd worked at Cabelas, Intuit and Travelocity prior to joining Hulu and has managed to survive the beneficially scientific strategy that can wind up with the eternal queue. For many, managing morale and employee engagement in a contact center is a complete mystery. Consolidated. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

NICE inContact

SEPTEMBER 30, 2019

Stanford University conducted a two-year study where they surveyed 500 remote workers and those who worked in a conventional workplace. It’s also important to empower agents with the right tools to manage and track their own analytics in real-time from home. Myth #1: Remote work decreases productivity and increases attrition.

Contact Center 54

Contact Center Gamification Call Center call center software 54

Amity

JANUARY 22, 2014

The panelists included Mario Da Roza (Director of Customer Care at Trapeze Group), Kristian Gaetano (Manager, Customer Success at Achievers), Dave Strang (Team Lead, Professional Services at Achievers) and Jessica Weisz (Chief Customer Office at SoapBox). In 2013, the organization began to introduce specialized roles as the company grew.

Chief Customer Officer 48

Chief Customer Officer Sales Customer Care Surveys 48

Etech GS

JUNE 11, 2019

Data management: Customer service is more data-driven than ever. A 2013 Zendesk report found that: Survey respondents indicated that customer service was the primary factor in whether or not they trusted a vendor. How does AI Helps in Customer Engagement? Why Does It Matter?

B2C 40

B2C Surveys Customer Experience Customer Service 40

ClearAction

SEPTEMBER 28, 2015

For example, when we buy something the farthest things from our minds are that it might not work as expected, or how it will be to call customer service, or the surveys we'll be invited to answer, or recommendations we'll be encouraged to make, and so forth. Can this gap continue indefinitely? Probably not. Probably not. 3) Patterns.

Customer Experience 105

Customer Experience Government Surveys Management 105

Hello Customer

MAY 17, 2020

The Hello Customer Management Team: Bram De Vos (Chairman of the Board) - Eline De Wilde (Head of HR) - Gilles Declercq (CRO) - Leslie Cottenjé (CEO) - Tom Bogaert (CFO) - Joeri Pansaerts (CTO). The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied.

SaaS 52

SaaS B2B Feedback Enterprise 52

CX Journey

MAY 20, 2015

Image courtesy of Pierre Metivier I originally wrote today's post for Confirmit in May 2013. A lot is written about survey data and analyzing structured quantitative data, but let’s take a look at unstructured data. We know this much: unstructured data comes from a variety of sources, i.e., customer feedback (surveys, etc.),

Analytics 64

Analytics Surveys Call Center Feedback 64

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). One way to jump start your growth efforts is to conduct a Wows and Woes customer survey. Who are our customers?

Banking 79

Banking Customer Experience Surveys Finance 79

Taylor Reach Group

JULY 6, 2018

million complaints logged in 2013. (NY Call Centre Helper’s survey suggests that a little over a fifth, 21.0%, of Contact Centers have moved to the cloud. of those surveyed operate in a cloud Contact Center, this only tells half of the story. million complaints about robocalls in 2017, more than double the 2.18 While only 21.0%

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Gartner, 2022) CX programs that exceed management expectations are 2.3 Forrester, 2016) The average email survey response rate is 24%. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Revation Systems

AUGUST 20, 2019

A 2014 AARP survey confirmed that 87% of adults age 65 and up want to continue living in their own homes and stay in their communities. But with age comes a variety of health problems, which can mean more doctor visits and medications to manage. Still, a significant digital divide remains between younger and older Americans.

Healthcare 48

Healthcare Personalization Education Technology 48

Revation Systems

AUGUST 20, 2019

A 2014 AARP survey confirmed that 87% of adults age 65 and up want to continue living in their own homes and stay in their communities. But with age comes a variety of health problems, which can mean more doctor visits and medications to manage. As of 2017, four out of 10 seniors own a smartphone — more than double the number in 2013.

Healthcare 48

Healthcare Personalization Education Technology 48

ClearAction

DECEMBER 28, 2016

Only a few managers of the biggest problem areas? It’s rare thanks to narrow survey questions. 1 ClearAction Business-to-Business Customer Experience Management Best Practices Study, 2010-2013. How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback?

Feedback 59

Feedback Employee engagement Best practices Consulting 59

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S. Janeen Ansell. Tele_Direct. Mihai Corbuleac. csITsupport.

call center software 210

call center software Call Center Contact Center Analytics 210

Voxjar

JUNE 8, 2021

Scorebuddy also offers a learning management solution and they recently added text analytics in order to search chat, support tickets, and more. Their platform includes a learning management system and allows you to survey your agents to measure their satisfaction. Founded in 2013. Founded in 2001. Based in Austin Texas.

Call Center 51

Call Center Analytics Enterprise Sales 51

Tethr

JANUARY 29, 2019

First, a quick refresher on the research: our team at CEB found that in a global survey of 100K service interactions that customers whose expectations were exceeded were actually no more loyal than those whose expectations had simply been met. We also learned that any service interaction (i.e.,

Customer effort 48

Customer effort Engineering Surveys Management 48

Quadient

APRIL 24, 2016

The company doesn’t want to face disappointed customers: managing calls from angry customers has a short term cost as well as a longer term cost in terms of customers lost. A top executive management decision is required in order for a customer journey mapping project to be launched. Product Marketing Manager. Wealth Management.

Journey mapping 52

Journey mapping SaaS Healthcare Banking 52

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Vincent Nero is the VP General Manager of Successories. Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AskNicely

JUNE 18, 2015

They managed to grow faster than every other Y-Combinator, Silicon Valley startup with the least amount of capital invested because of one simple reason – their sole focus was making their customers happy. Strangely enough surveys have been around for hundreds of years but never has there been a way to conduct surveys so efficiently.

Customer Service 68

Customer Service Customer centricity Surveys outsourcing 68