Guru

SEPTEMBER 5, 2019

When Slack’s Customer Experience team first started using Guru in 2016, the goal was to manage their team’s internal knowledge so their Customer Experience Agents could answer customer questions quickly and confidently.

Best practices 60

Best practices Management Engineering Sales 60

Tenfold - Contact Center Blog

AUGUST 3, 2018

trillion in 2016. That said, the push toward omnichannel strategy across different areas of business is not entirely new, but it has now become imperative for businesses to form and execute a plan to give customers a seamless experience. Here are the best practices. First, understand where your customer are.

Best practices 64

Best practices Customer Service Contact center software Self service 64

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

SaaS 80

SaaS Education Customer retention Sales 80

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

JustCall

MAY 23, 2023

JustCall is heading to the Customer Contact Week held in Las Vegas this June, and we want you to join us for the launch of our AI-powered platform.Plus, hear from our founder during an insightful fireside chat. The post Unveiling the Next Era of Customer Experience: JustCall Takes the Stage at CCW in Las Vegas appeared first on.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. Published on: November 22, 2017.

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

CX Journey

APRIL 21, 2016

Image courtesy of Juju Insipired What customer experience challenges are you facing this year? Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. Yea, I didn't think so.

Employee engagement 43

Employee engagement Best practices Consulting Consulting 43

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SharpenCX

SEPTEMBER 2, 2020

In 2016, Klaus Schwab, founder and executive chairman of the World Economic Forum , penned a piece warning the next industrial revolution was in queue. Download Now: Use the data that lives in your contact center to inform your customer experience strategies. Take some of these omnichannel best practices and make them your own.

Customer Experience 67

Customer Experience Best practices Contact Center Technology 67

Mindtouch

MAY 13, 2016

Ok, so Gainsight might produce the software that others use to listen in, but that doesn’t mean they don’t track their own customer’s heartbeat as well. You can read more about the Subscription Economy here to understand how it has given the power back to the customer, forcing companies to evolve their approach toward serving them.

Self service 48

Self service SaaS Sales Best practices 48

Vcaretec

JUNE 6, 2022

Common themes are around best practices, case studies and big successes, and predictions on the future of the industry. Attendees come from all different industries representing various functions including: call center/contact center, customer care, customer service, customer experience, operations, IT/Tech support and more.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Clarabridge

NOVEMBER 15, 2016

To better understand the perspective of consumers across the pond, Clarabridge conducted a study of how British consumers feel about customer experience in the UK. We uncovered what they see as good customer service, where brands are falling short, and which companies are getting it right. Follow Susan on Twitter @ sganeshan.

Customer Experience 91

Customer Experience Call Center Wait times Surveys 91

Talkdesk

MAY 31, 2016

Our inaugural summit, Opentalk 2016, explored the of the future of customer experience. We went above and beyond to make this event interesting and valuable to all of the customer-centric business leaders in attendance. We are thrilled to announce the winners of Talkdesk’s 2016 Customer Awards.

Outbound sales 40

Outbound sales Customer centricity Interactive Voice Response Sales 40

Natalie Petouhof

APRIL 7, 2016

Tweet Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations.

Customer Experience 45

Customer Experience Management Customer advocacy Best practices 45

PeopleMetrics

DECEMBER 18, 2015

Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. It examines two popular transactional customer experience metrics. It also includes a simple and helpful agenda to help you manage meetings throughout the year.

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

Avaya

OCTOBER 7, 2016

Despite playing such a crucial role in customer engagement, contact centers don’t always get the attention they deserve. Customer experience today is often discussed in a marketing or branding context—through the events and promotions driven by marketing as well as spaces and packages defined by branding.

Contact Center 81

Contact Center Customer Experience Self service Best practices 81

Talkdesk

MAY 5, 2016

With years of combined experience attending hundreds of conferences, summits and trade shows, Talkdesk’s marketing team has seen the good, the bad and the ugly. We are hoping to mirror the ideal customer experience in our attendee experience for this event. Here are five reasons why you should come to Opentalk 2016 : 1.

Customer centricity 40

Customer centricity Best practices Customer retention Marketing 40

ShepHyken

APRIL 11, 2017

First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?” Top Takeaways: A repeat customer will do more business with you than a new customer. Repeat customers spend more.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. More than 80% of customers now say the experience a company provides is as important as its products. . The contact center is destined to evolve further into the ‘Customer Experience Hub’ of the future.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Author: Olivier Njamfa Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. So, how can brands deliver the customer experience that consumers require?

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. However, creating a knowledge base to help the business and its customers’ is not easy, particularly when it comes to customer service. Share this page on: Tweet.

Customer Experience 55

Customer Experience Multichannel Contact Center Best practices 55

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Avaya

JULY 27, 2017

They want contextual, multi-touch experiences that span the entire organization. For FSPs, this means being open, agile and integrated enough to support the future of the customer experience. A 2016 Harris poll, for instance, found that 80% of millennials are not invested in the stock market, and 34% don’t know how.

Customer Experience 50

Customer Experience Banking Best practices Marketing 50

Provide Support

JANUARY 13, 2016

Millennials , also known as Generation Y, are among us and before you even know it, they will make up most of your customer base. Besides being the largest demographic in the marketplace, Millennials have greatly redefined the customer experience and continue to challenge businesses to keep up to their ever-changing expectations.

Customer Experience 57

Customer Experience Best practices Customer Service 57

ShepHyken

MARCH 10, 2017

The results from the study revealed an alarming picture of how companies ignore some of the most fundamental best practices in customer service. That’s why a quick response time is one of the most important metrics for measuring good customer service. Each company then received a score out of 100 for their response.

Customer Service 221

Customer Service Technical Support Benchmark Best practices 221

COPC

MARCH 28, 2017

The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. Only 15% of companies monitor the entire customer experience. The 86-page report developed by COPC Inc.

Surveys 40

Surveys Multichannel Customer Experience Benchmark 40

Callminer

DECEMBER 17, 2019

.” – Shauna Geraghty, 10 Customer Service Statistics for Call Center Supervisors , Talkdesk; Twitter: @talkdesk. A survey of global contact center industry leaders carried out from November to December 2016 found that some 66 percent of their organizations were located in the U.S.” ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

ClearAction

DECEMBER 27, 2017

Do Customers Experience Your Internal Collaboration — or Lack of It? “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Voice-of-the-Customer ROI Opportunities in B2B CX Touchpoints. One size does not fit all.

Customer Experience 54

Customer Experience B2B Management Journey mapping 54

TechSee

APRIL 10, 2018

Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. By 2021, Gartner estimates the market will increase in size to approximately $46 billion. Capturing the opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

Clarabridge

NOVEMBER 15, 2016

To better understand the perspective of consumers across the pond, Clarabridge conducted a study of how British consumers feel about customer experience in the UK. We uncovered what they see as good customer service, where brands are falling short, and which companies are getting it right. Follow Susan on Twitter @ sganeshan.

Customer Experience 40

Customer Experience Call Center Wait times Surveys 40

COPC

MAY 19, 2023

Examples include purchasing, interacting with customer service, or visiting a website. The best practice is to measure both the percentage of customers that are satisfied and the percentage that are very dissatisfied. Many clients use multiple metrics to measure customer satisfaction. However, COPC Inc.

Metrics 69

Metrics industry standards Customer effort Consulting 69

aircall

JANUARY 24, 2022

In terms of revenue, good customer service counts for a lot. Forbes reports that companies lost up to $75 billion in 2018 because of poor customer service. That figure is up by $13 billion from 2016. Give your customers a great customer experience from the start and follow that up with even better customer service every time.

Call Center 126

Call Center Best practices call center software CRM 126

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Three Reasons Customer Experience Must be Top-of-Mind. Even worse, 91% of unhappy customers who are non-complainers simply leave. CES – Customer Effort Score.

Metrics 60

Metrics Customer Experience Surveys Feedback 60

NICE inContact

FEBRUARY 29, 2016

As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals. The top reasons we see many companies adopting the cloud : Achieving both customer experience and business goals. Driving new business models.

APIs 49

APIs Healthcare Contact Center B2B 49

Kayako

APRIL 18, 2016

Alp Ozcelik (@alplicable) April 16, 2016. Dustin John Bromley (@DustinJBromley) April 16, 2016. Kendall (@AcuityKendall) April 17, 2016. Elevate Summit is the first conference of its kind dedicated to customer support, success and product managers, geared towards web and app professionals. ElevateSummit_) April 6, 2016.

Best practices 52

Best practices Customer Support Management Customer Experience 52

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. What Makes a Good Omnichannel Customer Experience?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98