ClientSuccess

FEBRUARY 23, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. I knew I wanted a used (preferably 2015 or newer and in very good to excellent condition), 6-speed manual transmission with less than 50,000 miles. Until next time!

Best practices 46

Best practices Customer Experience SaaS Metrics 46

LiveChat

AUGUST 14, 2018

When setting up or redesigning your customer service it’s also worth to learn from the best-in-class. That being said, it’s sometimes worth to sneak at the best practices of big brands and implement them within your organization. You simply need to be ready to go an extra mile to make the interaction with your brand memorable.

Best practices 46

Best practices Customer Service Customer centricity Customer Support 46

TMP Direct

AUGUST 3, 2015

On September 16 th – 18 th , 2015 TMP attended the Wilke Global Client Education Roundup in Fort Worth, Texas. The event offers in-depth and hands-on training sessions, break-out sessions, and networking opportunities.Amy Ruckerfrom TMP Direct was on hand to present one of the break-out sessions.

Education 40

Education Best practices 40

TMP Direct

AUGUST 3, 2015

On September 16 th – 18 th , 2015 TMP attended the Wilke Global Client Education Roundup in Fort Worth, Texas. The event offers in-depth and hands-on training sessions, break-out sessions, and networking opportunities.Amy Ruckerfrom TMP Direct was on hand to present one of the break-out sessions.

Education 40

Education Best practices 40

Talkdesk

SEPTEMBER 2, 2015

We invited Samuli Zetterberg, CEO and Founder of Surveypal to share his wisdom with us on Tuesday, September 1, 2015. To that end, we host a Customer Spotlight webinar series to explore advances in this field. Surveypal is an online customer survey platform that helps companies of all sizes gather actionable feedback from their customers.

Best practices 68

Best practices Customer Service Surveys call center software 68

Contact Center Pipeline

MARCH 3, 2015

More news and notes from the 2015 SWPP Annual Conference, Day 2: SWPP Announces 2015 Workforce Management Professional of the Year The 2015 Workforce Management Professional of the Year is Denise Kapalko from Optum! Congratulations, Denise!

Best practices 100

Best practices Management Contact Center Call Center 100

Avaya

OCTOBER 21, 2016

This increase in security is especially significant to the midmarket, where the number of attacks reported by midsize companies increased 64% between 2013 and 2014, according to the 2015 global survey report.

Best practices 59

Best practices Contact Center Enterprise Call Center 59

TechSee

JUNE 16, 2022

In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. His background includes transforming organizations, implementing best practices, and optimizing processes enhancing operational excellence. Follow on LinkedIn.

Customer Service 252

Customer Service Chief Customer Officer Contact Center Consulting 252

Contact Center Pipeline

JULY 14, 2015

Last month, some 1,200-plus contact center and operations leaders gathered in Las Vegas for Engage 2015—The Verint Systems Global Customer Conference, where they shared strategies, best practices and lessons learned on the journey to customer engagement optimization.

Analytics 100

Analytics Best practices Contact Center Interactive Voice Response 100

Horizon CX

APRIL 1, 2024

Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. One major hurdle is the lack of awareness and understanding of basic CX principles and best practices. Employee engagement: Employees are empowered to deliver a positive customer experience.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

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

Revation Systems

OCTOBER 16, 2017

increased by 40 percent between 2015 and 2016. Best Practice: Invest in Data Protecting Software. Best Practice: Choose the Right Third-party Vendor. Excellus Health Plan: 10 million (September 2015). Best Practice: Increase the Security Standard. Premera Blue Cross: 11+ million (January 2015).

Healthcare 48

Healthcare Best practices Education Technology 48

Provide Support

DECEMBER 6, 2016

We hope you will enjoy this selection and find some useful ideas and tips which you can incorporate in your best practices.(.). © 2003 - 2015 Provide Support LLC. We crafted these articles based on our own experience offering customer service via live chat, putting in our love and attention to detail. Read more.

Management 63

Management Best practices Customer Service 63

Eptica

JUNE 11, 2020

Author: Pauline Ashenden - Demand Generation Manager To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that can ensure you deliver on best practice today. In the first of our three-part series, we focused on the thoughts of the great minds of classical antiquity.

Customer Service 72

Customer Service Best practices Customer centricity Metrics 72

Vcaretec

JUNE 6, 2022

Common themes are around best practices, case studies and big successes, and predictions on the future of the industry. It's the essential forum for educational growth, networking, and sharing of proven best practices. for detailed how-to educational talks.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Enghouse Interactive

FEBRUARY 12, 2021

Customer satisfaction is at its lowest level since 2015. points lower than in January 2020, and the lowest level since July 2015. Best practice takeaways from the UKCSI. Based on its analysis, the ICS outlines 9 areas of best practice for customer service to focus on going forward: 1. out of 100), 0.1

Best practices 54

Best practices Surveys Customer Service Customer Experience 54

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. Call Center Trends 2015. Question about Chat-Based Customer Service. This year mobile apps will be a $55.7

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NICE inContact

MARCH 12, 2019

In 2015, they realized that the capabilities of their existing call center solution just couldn’t keep pace with their growing business and increasing call volume. Behind their success is an unwavering customer commitment to provide professionally managed properties that meet a rigorous standard of quality.

Contact Center 64

Contact Center Best practices Call Center call center solutions 64

Interactions

SEPTEMBER 19, 2023

Leaders in Conversational AI for the past decade, Lindsy and Ed discussed their roles and how they see CX in the utilities space, their relationship with Interactions and best practices for improving CX and increasing self-service. The partnership started in 2015, and we haven’t looked back. Our success was their success.

Interactive Voice Response 48

Interactive Voice Response Self service Best practices Contact Center 48

Provide Support

NOVEMBER 11, 2015

Customer expectations for the holiday season 2015. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015. Holiday revenue can account for 20-40% of a retailer’s annual sales, according to NRF. That’s why online and omni-channel retailers have every reason to work hard to prepare for the holiday season.

Customer Experience 68

Customer Experience Sales Accountability Best practices 68

Fonolo

MARCH 22, 2022

According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations. by 2015, according to M2 Research. By 2016, gamification will be an essential element for brands to drive customer marketing and loyalty. It encourages sharing and mentoring.

Gamification 75

Gamification Call Center Contact Center Feedback 75

CSM Magazine

JULY 29, 2021

It was recognized by the Entrepreneurs magazine as one of the ‘100 brilliant companies’ of 2015 and crowned as one of the world’s ’50 smartest companies’ of 2014 by MIT Technology Review.

Real estate 98

Real estate Engineering Consulting Consulting 98

Toister Performance Solutions

FEBRUARY 22, 2018

This post highlights five email best practices and compares them to the results in the SuperOffice report. Best Practice #1: Respond OK, stop laughing because this is a real challenge. Best Practice #4: Answer the Question This one shocked me. You can download the entire report here. phone, FAQs, etc.)

Best practices 48

Best practices Coaching CRM Personalization 48

Natalie Petouhof

SEPTEMBER 16, 2015

Office 365 customers will be able to use Skype for Business to create Web meetings, d etermine if colleagues are online or not, click to chat and make voice and video calls from the Salesforce Lightning Experience.

Best practices 40

Best practices Sales Accountability Customer Experience 40

Stratifyd

MARCH 13, 2019

Since our founding in 2015, Stratifyd has built a solid team of dedicated QA professionals, including Lead Quality Assurance Engineer, Clay Raynor. Raynor and the rest of our development team are passionate about executing the best practices to maintain our high quality standards and exceed the expectations of our customers.

Engineering 45

Engineering Best practices Banking Analytics 45

CSM Magazine

FEBRUARY 17, 2021

Together with Elevio we are able to ensure that agents are given the opportunity to quickly replicate best practice answers, ensuring fast, standardised and correct answers for customers. Elevio is the world leader in applying machine learning to solve this problem.”

Customer Support 52

Customer Support Multichannel Best practices Marketing 52

Eptica

NOVEMBER 4, 2015

Date: Wednesday, November 4, 2015 What’s the best channel for U.S. Published on: November 04, 2015. The 2015 Eptica Retail Customer Experience Study therefore evaluated 500 U.S. In the meantime the full findings of the 2015 Eptica Retail Customer Experience Study are now available in a downloadable management report.

Customer Service 76

Customer Service Multichannel Self service Advertising 76

AWS Machine Learning

OCTOBER 9, 2023

ACM Transactions on Interactive Intelligent Systems (TiiS) 5, 4, Article 19 (December 2015), 19 pages. He has 8 years of experience building out a variety of deep learning and other AI use cases and focuses on Personalization and Recommendation use cases with AWS. References [1] Maxwell Harper and Joseph A. DOI= [link]

Personalization 85

Personalization Engineering Automotive Best practices 85

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. This is the last 2015 post on the Eptica blog – have a wonderful holiday and we look forward to sharing more news, views and advice on customer experience in 2016.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Those that were 1% below saw sales decrease by 1%.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

ClientSuccess

SEPTEMBER 15, 2017

In November 2015, I decided to start a blog series that eventually became known as CSM from the Trenches. Across the web, these articles have also been shared via ClientSuccess’ blog as well as on 3rd party sites that promote Customer Success best practices (more times than I’m probably aware of). Example – here.

Management 45

Management Best practices Personalization Customer Experience 45

Eptica

MARCH 11, 2020

Author: Pauline Ashenden - Marketing Manager Last week’s Institute of Customer Service (ICS) Conference provided the perfect opportunity to bring the industry together to share best practice, highlight strengths and look to the future. The impact of worsening UK customer satisfaction.

Customer Service 72

Customer Service Best practices Customer centricity Marketing 72

CSM Magazine

NOVEMBER 11, 2015

million turnover in 2015, an increase of almost 100 per cent from the previous year – and supplying over £23 million in vehicles at retail sales value – the company has expanded its payroll by a third this year, to 22, to manage growth.

Automotive 69

Automotive Customer Service B2C Finance 69

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Essentially they can improve their experience by reviewing how other people operate and applying best practice.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

Provide Support

NOVEMBER 8, 2016

Total planned spending this year is second only to the record total spending in 2015, at $952.58. © 2003 - 2015 Provide Support LLC. According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58 during the holiday shopping season this year. Read more. Permalink | No comment.

Average Handle Time 73

Average Handle Time Wait times Surveys Customer Service 73

Customer Interactions

MARCH 31, 2016

Between September and October 2015, Aberdeen surveyed 254 end-user organizations to understand their sales compensation and overall sales performance management best practices.

Sales 36

Sales Best practices Surveys Management 36