Fonolo

NOVEMBER 17, 2020

According to the State of Customer Service , the ability to calculate the return on investment from customer care is a weak point. How Well Can You Measure the ROI of Your Customer Service Initiative? The Surge of Mobile Customer Care. Here are some stats to think about when considering mobile customer care.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

HGS

AUGUST 3, 2016

For customer complaints, cloud data storage enables immediate and accurate product tracking, right down to the store a product was sold from, the shipment it came in, and the factory where it was manufactured. The global cloud-based BPO market is estimated to grow at a CAGR of 11.39% from 2014-19, according to ResearchMoz.

Sales 100

Sales Technology Customer Care Management 100

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. A few years, during the relentless Polar Vortex, we made t-shirts for our team saying “Winter Suffer Fest 2014. The 3 Hottest Trends Impacting Outsourced Customer Care. Bring it.” We’d love to hear from you.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

Vonage

AUGUST 15, 2016

Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes. As I’ve discussed before, successful brands help customers help themselves, serve customers where they are and personalize customer care.

Self service 69

Self service Contact Center Surveys Sales 69

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. See what other customer emotions linger. But should be used all year ’round.

Surveys 126

Surveys Customer Care Scripts Contact Center 126

Win the Customer

NOVEMBER 14, 2016

These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media. Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. How you respond can also result in some fascinating wins.

Customer Service 145

Customer Service Airlines Marketing Banking 145

HGS

NOVEMBER 6, 2014

Here are three tips to remember about customer complaints: When the customer calls to complain, he or she is giving the organization an opportunity to fix the problem. To a certain extent, this customer cares. Organizations should thank their customers for complaining and do whatever it takes to win these customers back.

Feedback 100

Feedback Customer Care Customer Experience Management 100

BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. Bring it.”

Contact Center 62

Contact Center Morale Gamification Transportation 62

Vcaretec

JUNE 6, 2022

And it’s the top-tier retailers who understand these customer care trends who will be finding huge revenue numbers under the tree this year. Let’s break down the 4 biggest trends in retail spending as it relates to holiday customer care. Customer satisfaction numbers must remain high, even as shopping volumes increase.

Customer Care 97

Customer Care Customer Support Customer Service Sales 97

PeopleMetrics

OCTOBER 27, 2014

How can this possibly relate to customer experience? If you’re looking to improve customer experience, maybe it’s best to think of customers you interact with online as fans. Your customers care enough about you to talk to you (and talk to each other about you) on the massive forum that is the internet.

Customer Experience 102

Customer Experience Customer Care Customer retention Technology 102

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Knoah

MAY 25, 2017

Over 90 percent of consumer care managers told ICMI they believed their agents could be better at providing resolutions, while almost three-fourths said their organization’s procedures stood in the way of employee effectiveness. It may also be wise to outsource certain back-office services or care procedures.

outsourcing 48

outsourcing Technical Support Call Center Customer Care 48

HGS

JUNE 17, 2015

Here are some interesting facts around healthcare consumer behavior: Health-related employee productivity loss accounts for 77 percent of all such loss and costs employers two to three times more than annual health care expenses, according to a 2014 Population Health Management study.

Healthcare 100

Healthcare Education Accountability Customer Care 100

Knoah

MAY 26, 2017

Customer Think gathered statistics that concluded customer service communication on Twitter grew 250 percent between 2014 and 2016. These businesses need to find customer care solutions to provide answers on preferred channels and on the go when preparing for busy seasons. appeared first on Knoah.

Customer Care 48

Customer Care Sales Surveys Customer Service 48

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Brad Cleveland Blog

FEBRUARY 10, 2015

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?

Customer Care 21

Customer Care Customer Service Surveys Contact Center 21

Brad Cleveland Blog

FEBRUARY 10, 2015

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?

Customer Care 20

Customer Care Customer Service Surveys Contact Center 20

Calabrio

NOVEMBER 18, 2015

This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. Customer engagement and analytics software yield measurable benefits.

Contact Center 49

Contact Center Analytics Metrics Surveys 49

Robert Davis

OCTOBER 22, 2019

“With the new TDS-RCDA partnership, we now offer our combined clients a global first of industry-leading training, coaching, consulting, language and writing assessments, and executive recruiting support to enable our clients to provide the highest level of customer care and sales support to their clients,” he said.

Coaching 48

Coaching Call Center Consulting Consulting 48

Toister Performance Solutions

AUGUST 15, 2017

A 2014 study from Fuze found that more than half of us spend at least 13 hours per week in meetings. Alex Wyatt, Vice President of Customer Care at Gardner Dixie Sales Inc. Ugh, not another meeting. It seems like our calendars are full of them. Most of these meetings seem pretty pointless.

Consulting 50

Consulting Consulting Customer Care Customer Service 50

CX Journey

JANUARY 27, 2015

Image courtesy of cgrantham Today''s post is a modified version of a post I originally wrote for Confirmit in September 2014. We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies.

B2C 64

B2C B2B Customer Experience Customer Care 64

CCNG

OCTOBER 19, 2022

(Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. In fact, 40% say businesses have increased their focus and attention on service, a significant increase in just three years (up from 29% in 2014).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Taylor Reach Group

MARCH 26, 2018

The Six Sigma White Belt Training Workshop was the HIGHEST rated program of the 2013 & 2014 Annual Conferences held in Scottsdale, AZ and Colorado Springs, CO. OCAP’s new Professional Development Forum (formerly the Symposium) has been designed to help customer care professionals address these various roles and workplace realities.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Natalie Petouhof

APRIL 12, 2016

What’s Happening With Messenger Facebook: Messenger’s growth is skyrocketing with its monthly active users growing from 500 million in 2014 to 900 million today. Often Marketing “owns” the Facebook page and had not worked out what to do with Customer Service issues.

CRM 49

CRM Sales Marketing Personalization 49

Natalie Petouhof

JULY 16, 2015

But they do expect companies to care. One way to show they care is by providing better customer care. FieldOne, offered to customers as a cloud service, is built on Microsoft technology for fast integration. People don’t expect companies to be perfect.

Analytics 63

Analytics Customer Service CRM Self service 63

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Train your Staff to Become Customer-centric How do you create a customer-centric culture? To illustrate, let’s take the example of United Airlines’ reputation crisis.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Skybridge

APRIL 23, 2021

Back in 2014, I wrote a post about six tools to use to provide employees with a clear line of sight to the “target,” the customer. Find out how Skybridge Americas can help you delight your customers and grow your business. We seamlessly integrate our superior customer care skills with your brand messaging.

Customer Care 52

Customer Care Customer centricity Customer Experience Sales 52

ProProfs Blog

JANUARY 30, 2020

Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. With the customer trust level going down at this rate, it will become all the more essential for a business to interact with its customers actively. And delighted customers are equivalent to more revenue for the business.

B2B 204

B2B Banking Personalization Employee engagement 204

CSM Magazine

AUGUST 28, 2019

Northern Gas Networks was shortlisted for six UK Customer Experience Awards in 2014 in recognition of its work to transform customer experience, and was awarded six gold awards including securing the award for Overall Best Customer Experience.

Customer Experience 8

Customer Experience Customer centricity B2B Customer Care 8

customer sure

NOVEMBER 26, 2014

CustomerSure really offer a Gold standard in customer care.”. “I I have never had customer service as speedy, efficient and proactive as the service at CustomerSure. Customer support has been excellent – often proactively solving issues before I have been able to report them. I cannot sing their praises enough.

Surveys 97

Surveys Feedback Marketing Benchmark 97

ShepHyken

DECEMBER 7, 2018

Her question served as a lightbulb moment for us, eventually turning into Text Request , the business texting service we co-founded in the fall of 2014. It was at that moment that my wife, Jamey, said something like, “Why can’t we just text them?”

Customer Service 286

Customer Service Healthcare Management Customer Care 286

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. Lessons from the Woman Who Built.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

ShepHyken

JUNE 2, 2017

Sprint Wireless overhauled their customer care program, providing their call-center agents with real-time recommendations to improve retention. As a result, they’ve reduced their customer churn rate by more than 50 percent since 2014.

Wireless 189

Wireless Banking Analytics Call Center 189

TechSee

DECEMBER 12, 2017

In practice, agents accessing an open customer care case must sift through increasingly complicated data sets and perform a time-consuming analysis in order to form a comprehensive picture of the customer’s profile.

Contact Center 143

Contact Center Enterprise Technology Customer Care 143

Callminer

JANUARY 18, 2021

Besides nurturing an omnichannel approach to customer care, organisations should carefully consider the operational aspects of their call centres to ensure it is satisfying as many callers as possible, including adequately addressing customer vulnerability. .”

Best practices 226

Best practices Call Center Contact Center Scripts 226

Netomi

JANUARY 5, 2022

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Show podcast and a regular contributor to Forbes. Evan Shumeyko.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98