Enghouse Interactive

FEBRUARY 12, 2021

Based on a survey of 10,000 consumers, the Institute of Customer Service (ICS)’s latest UK Customer Satisfaction Index (UKCSI) provides key insights for customer service teams and signposts important trends for the future. Customer satisfaction is at its lowest level since 2015. Best practice takeaways from the UKCSI.

Best practices 54

Best practices Surveys Customer Service Customer Experience 54

Fonolo

MARCH 22, 2022

Its usefulness knows no bounds: By adding playful elements such as competition, rewards, and recognition into your call center, it can facilitate, recognize and reward learning, creativity, and social and personal growth. by 2015, according to M2 Research. 4 Easy Ways to Make Call Center Training More Fun.

Gamification 75

Gamification Call Center Contact Center Feedback 75

CSM Magazine

JULY 29, 2021

Their writing assistant also gives suggestions based on personal settings and how the recipient is likely to respond to the message. People intelligence solutions: Gong gives an insight into how representatives and managers perform their tasks every day and recommends the best practices based on top performances.

Real estate 98

Real estate Engineering Consulting Consulting 98

Horizon CX

APRIL 6, 2021

I first wrote and published this blog topic back in July of 2015. Below is the revival of my original blog post from 2015. Those working in an organization where there is more than one employee, which naturally applies to just about everyone except for those one-person operations, will appreciate the ideas expressed here.

Construction 59

Construction Education Best practices Customer Experience 59

Global Response

OCTOBER 2, 2023

LET’S CONNECT You might think of Chipotle, with their food safety and E.coli outbreaks back in 2015-2018, or the backlash that United Airlines faced after a video of a passenger being forcibly escorted off a plane due to overbooking went viral online.

Call Center 62

Call Center Management Airlines outsourcing 62

Comm100

NOVEMBER 29, 2021

Advances in technology and shifts in customer preferences mean live chat best practices are often changing. With this knowledge, we have put together the most up-to-date best practices for how to create the perfect live chat experience. Note: This blog post was originally published in July 2015. Learn more.

Best practices 83

Best practices Average Handle Time Surveys Banking 83

Balto

OCTOBER 31, 2022

Here’s what we found: Both managers and agents ranked 1-on-1 training as the most effective onboarding tool; no matter how you slice the data, a personalized experience is the best experience. 2 out of 3 agents want to change their onboarding to make it more personalized, thorough, and engaging. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. Here’s why: The contact center is a people person’s dream job —agents get to work on their social skills, form relationships with others, and solve problems for customers. In our survey, 46.7%

Contact Center 52

Contact Center Coaching Surveys Scripts 52

ClientSuccess

NOVEMBER 3, 2017

Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales. CSM from the Trenches Best Practice – Open and Transparent Communication – Opening the Kimono. Best Practice: Open and Transparent Communication (Opening the Kimono).

Best practices 44

Best practices SaaS Employee engagement Metrics 44

ChurnZero

FEBRUARY 4, 2022

Given this backdrop, it’s easy to ascribe this insecurity with and disconnection from investors to personal flaws and incompetence or inherent incompatibility – when what these differences really come down to is communication styles. Best practices to better engage your investors and board. What metrics do investors care about?

Metrics 98

Metrics Consulting Consulting Best practices 98

Talkdesk

AUGUST 25, 2016

State of Customer Service Report : 55% of consumers expect better customer service now than in 2015. These stats show the increasing expectation of real-time, personalized customer service. The brand’s 150-question customer survey produced lots of data. 97% say customer service affects their choice of and loyalty to a brand.

Metrics 41

Metrics call center software Abandon rate Call Center 41

NICE inContact

JANUARY 29, 2019

Part of retention relies on hiring the right person in the first place. Recognize, Recognize, and Then Recognize Some More – According to a Lifeworks survey, 75% of respondents who don’t think they are valued at work are in the market for a new job. Globally, they moved into that position in 2015.

Call Center 65

Call Center Contact Center Feedback Employee engagement 65

Lumoa

APRIL 1, 2020

If the customer satisfaction (CSAT) and net promoter score (NPS) surveys that you’ve got in place help you understand how your customers feel, why would you change them? Surely, a customer-focused team would be best to handle a customer-facing metric aggregation.

Journey mapping 83

Journey mapping Metrics Sales Marketing 83

Influitive

AUGUST 3, 2015

In fact, the 2015 B2B Buyer’s Survey Report (sponsored by DemandBase and Demand Gen Report), found the top three resources that buyers rely on when researching potential vendors were: In addition, access to all of this information is making the buying cycle longer. Links are more likely to be clicked if they’re shared by a real person.

B2B 66

B2B Marketing B2C Education 66

Kayako

MARCH 2, 2017

When you meet these minimum expectations—and any other expectations you’ve discovered by surveying and studying your customers—you deliver on your customer service promises and keep your customers (fairly) satisfied. Support reps working on social media channels can also wow customers here by being more personal. No movies, no TV.

Airlines 91

Airlines Entertainment Advertising Feedback 91

inmoment

MAY 14, 2020

It was an interactive online program, using personal coaches and well-known celebrities such as Dr. Oz. Since the program was launched in late 2015, more than 100,000 members have collectively lost over 1 million pounds or an average of 7% of their body weight, according to United Healthcare.

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

Provide Support

APRIL 13, 2016

Personalize your communications. The most successful tool to fight customer attrition and build stronger customer relationships is creating personalized customer experience which is unique to your business and the individual customer. Customer expectations around personalization will continue to grow in 2016.

Surveys 43

Surveys Feedback Personalization Customer Experience 43

Amity

FEBRUARY 9, 2016

For inbound marketers, getting to these new leads is considerably more important than gaining more revenue from existing customers, as shown in Hubspot’s State of Inbound 2015 Report. Retention is cheaper than acquisition: An Econsultancy survey found that 82 percent of companies agree that retention is cheaper than acquisition. .

SaaS 60

SaaS Customer retention Education Best practices 60

Kayako

FEBRUARY 14, 2018

Sixty-four percent of retailers surveyed credit their loyalty programs as the most effective method for connecting with customers. In 2015, they launched a new loyalty program, called Plenti, that allows customers to earn points at a variety of partner businesses and redeem them at the partner of their choice. Plenti Rewards.

Customer retention 72

Customer retention Marketing Surveys Best practices 72

Avaya

OCTOBER 21, 2016

Our partners are happy with this approach because their salespeople now only need to know one single product, making it easier to sell, manage and configure the technology for a wide range of businesses (anywhere from a 10-person to 3,000-person company).

Best practices 59

Best practices Contact Center Enterprise Call Center 59

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. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Denise Lee Yohn.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

AUGUST 23, 2018

The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018. In 2015, Amazon began offering free one-day shipping in 14 metropolitan areas in the U.S. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Comm100

MAY 19, 2020

20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. Phone support is how companies have traditionally been there for customers, but it can be very costly – both in terms of toll charges and person-per-hour costs.

Best practices 111

Best practices Analytics Sales Benchmark 111

Tenfold - Contact Center Blog

JULY 9, 2018

A 2016 survey by Call Center Helper shared that 62.7% Getting ahold of the right person the first time also ultimately improves customer experience. According to a 2015 survey conducted by Aspect , 32% of respondents pointed to phones as the most frustrating customer service channel. Average Handle Time.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Comm100

NOVEMBER 13, 2022

Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. This access to information doesn’t just help the agent to respond faster – it also empowers the agent to deliver more helpful and personalized support.

Customer Service 88

Customer Service Multichannel Chatbots Healthcare 88

Comm100

NOVEMBER 13, 2022

90% of customers surveyed say that they want a convenient experience when they interact with a brand online, and on the web that often means removing barriers to information. In a survey of US citizens interacting with Federal agencies, more than 65% said they preferred self-service options over speaking with someone. Article by.

Chatbots 52

Chatbots Wait times Healthcare Banking 52

JustCall

APRIL 12, 2023

Founded in 2015, Gong is a popular sales intelligence software that provides deep insights into deal progress, pipeline, and market trends. Helps sales reps identify and use the best practices of top performers to improve their sales performance; the real-time analytics feature helps bridge the gap between top and bottom performers.

Sales 52

Sales Coaching CRM Contact center software 52

Comm100

JUNE 13, 2018

Ready to put on your holiday best? Use these tips and best practices to make this year’s busy shopping season the most lucrative one yet. E-commerce businesses can then set automated proactive chat messages to engage website visitors with personalized content directly on their webpage. Make Purchasing a Breeze.

Self service 53

Self service Chatbots Advertising Sales 53