Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Fonolo

NOVEMBER 21, 2017

This transaction actually closed in December of 2016, but we’ll let it sneak in to 2017 because it is so significant. eBook: The ROI of Call-Backs for Your Call Center. Download our free eBook and learn how call-backs can deliver concrete ROI. Genesys Acquires InIn. What’s Inside: Lower Abandon Rate.

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

Beyond Philosophy

MAY 16, 2016

To find out more about your Employee and Customers’ emotions and improve your Customer Experience read our latest ebook: Unlocking the Hidden Experience. Big CX Idea for 2016: Not Despite But Because. LinkedIn followers get your 50% discount with promo code Hidden50. Science Proves What Really Makes People Happy.

Consulting 0

Consulting Consulting Sales Personalization 0

Comm100

DECEMBER 16, 2019

With year-over-year data since 2016 from billions of interactions and commentary from experts, it’s no wonder this is always one of our most popular pieces. eBook: Chatbot Success: How to save time, money, & effort in customer interactions. eBook: 101 Ready-to-Use Live Chat Scripts. The answer to your calls!

Chatbots 52

Chatbots Benchmark Scripts Best practices 52

SharpenCX

JULY 21, 2021

As of 2016, Marriott International created the world’s largest hotel company. Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Eventually, they moved business into the hotel and hospitality industry.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

Clarabridge

JANUARY 11, 2017

Are you wondering where 2016 went? The Top 14 Customer Experience Stats of 2016. Read the stats here: The Top 14 Customer Experience (CX) Stats of 2016. Read the eBook Social Customer Service Etiquette. Here’s the eBook, The Cure for the Survey Fatigue Epidemic. So, in case you missed it….

Journey mapping 40

Journey mapping Surveys Customer Experience Marketing 40

pindrop

MAY 23, 2018

From January 2016 to August 2017, call centers have experienced a 160% increase in global fraud call rate – a rise from 1 fraudulent call for every 937 calls compared to 1 in 769 calls. To take a deeper dive into the minds of fraudsters like Mr. and Mrs. Smith, read our eBook Part One: Call Center Fraudsters Unmasked.

Engineering 64

Engineering Call Center Banking Accountability 64

Infinity

APRIL 10, 2018

Explore the different call tracking options available to automotive marketers in our short eBook specifically looking at the topic here. For example, Infinity’s newly released automotive best practices eBook states that global mobile usage is expected to pass 4.5 Stay up to date with market trends. billion people by the end of 2018.

Automotive 49

Automotive Advertising Best practices Analytics 49

Vonage

AUGUST 7, 2017

A leisurely company standard like “we strive to answer all emails within 48 hours,” which may have been fine in 2006, shows a misunderstanding of what satisfactory customer service calls for in 2016. For more on this topic, read NewVoiceMedia’s eBook, Deliver positive customer experiences across every channel, every time.

Customer Service 96

Customer Service Engineering Consulting Consulting 96

Clarabridge

SEPTEMBER 21, 2017

In 2016, we at Smith+Co teamed up with Clarabridge to author an ebook and deliver a workshop to illustrate why contact centres need to become “customer experience centres”. The ebook and the associated workshop was packed full of case studies and tools to help participants turn their contact centres into experience centres.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

ClientSuccess

MAY 10, 2019

We thank all of the customer success executives, SaaS leaders, and vendor sponsors who have supported and believed in our vision since our first CS100 Summit in the fall of 2016. eBooks: Ultimate Guide to SaaS Customer Success Metrics. We’re excited about the new CS100 Summit logo and what it represents. Thank you friends!

SaaS 48

SaaS Metrics Technology Customer Experience 48

Clarabridge

FEBRUARY 12, 2019

In 2016, the avocado emoji gave us a new way to communicate our brunch plans. Read further about emojis and learn more about how the Clarabridge NLP recognizes other named entities such as products, brands, people, and events in our Debunking Natural Language Processing eBook. Emojis go far beyond faces, though.

Engineering 45

Engineering Feedback Surveys Marketing 45

Vonage

MARCH 26, 2018

After the launch of the hugely popular Pokemon Go in July 2016, which Nintendo partly owns the rights to, the company reached a record market capitalisation of over $32 billion. . To find out more about how your business can reach out to its customers, you can download the free ebook, Making Customer Engagement a Winning Strategy.

Feedback 82

Feedback Marketing Sales Technology 82

Fonolo

MAY 31, 2018

But of the 12 industries that improved customer satisfaction in 2016 , nine of them had something in common: They each sped up First Response Time (FRT). To understand how to build a case for call-backs in your contact center, download Fonolo’s eBook, “The ROI of Call-Backs”. Don’t miss the last 8 trends!

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Kayako

SEPTEMBER 1, 2016

But what does exceptional support look like in 2016? And in 2016, people expect to get support when and where they need it. For more information about how to hire the perfect customer support team, check out our latest eBook: The Essential Guide to Hiring Customer Support Excellence. You could use a helpdesk.

Customer retention 51

Customer retention Customer Support Self service Multichannel 51

CX Global Media

OCTOBER 22, 2018

In 2016, he and his wife launched the Amani Marie Foundation , a non-profit organization focused on economic mobility in the Charlotte, NC community. Jim has authored nine ebooks regarding contact center quality, employee engagement, and customer-focused leadership development.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

aircall

NOVEMBER 21, 2022

As a result of Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.” ? For more information consult our new eBook “The Proven Business Impact of Switching to Aircall” here. “We You can read the full report here. “As Fabiola Jiménez Sahagún, Head of Customer Experience at Spotahome.

CRM 62

CRM Wait times Consulting Consulting 62

SharpenCX

JUNE 23, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. We originally posted this article on November 16, 2016. Call Quality. Call center KPIs give insight into your agents’ interactions with customers.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

ChurnZero

FEBRUARY 7, 2020

billion in sales in 2016, up from a mere $57 million in 2011.” – McKinsey & Company, Thinking inside the subscription box. Download this eBook to learn how to sell CS software internally, along with argument positions for each individual executive. The largest such retailers generated more than $2.6 Customer Success Around the Web.

SaaS 64

SaaS Transportation B2C Customer retention 64

Clarabridge

FEBRUARY 19, 2019

As suggested in a 2016 report by Creative Virtual, introducing a virtual assistant for customer service can improve chat and phone service levels by 10-15%. Learn more about increasing digital effectiveness and improving customer experience in our eBook: From Contact Center to Experience Center.

Customer Service 40

Customer Service Chatbots Contact Center Feedback 40

ClientSuccess

OCTOBER 3, 2018

The “Subscribed” Podcast – These episodes going back to 2016 are such a great resource for on the fundamentals of customer success. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Question 3. Pour Your Heart Into It ” by Howard Schultz.

Best practices 52

Best practices SaaS Metrics Accountability 52

Vonage

OCTOBER 2, 2017

A leisurely company standard like “we strive to answer all emails within 48 hours,” which may have been fine in 2006, shows a misunderstanding of what satisfactory customer service calls for in 2016. For more on this topic, read NewVoiceMedia's eBook, Deliver positive customer experiences across every channel, every time.

Customer Service 48

Customer Service Engineering Consulting Consulting 48

Verint

OCTOBER 24, 2017

To learn more about the benefits of an online community, download our new Ask the Experts eBook where I and other experts discuss some of the key questions around online communities. 1 Five Reasons Why Investing in Online Communities Pays Off for High-Tech Firms, Aberdeen Group, February 2016.

Self service 30

Self service Customer retention Contact Center Sales 30

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. You’re running a contact center during the Fourth Industrial Revolution. . And compared to the last three, this one would take hold of our lives with unparalleled speed. .

Customer Experience 67

Customer Experience Best practices Contact Center Technology 67

Clarabridge

JUNE 29, 2017

Check out The Forrester Wave™: Big Data Text Analytics Platforms, Q2 2016 for the top 10 providers and how they stack up. Check out new The Magic of Consumer Feedback eBook. You can work with a partner who focuses on collecting, categorizing and analyzing the Voice of the Customer.

Feedback 40

Feedback Surveys Advertising Big data 40

ClientSuccess

MAY 2, 2017

eBooks: Customer Success as a Culture: Customer Success Leaders Edition. Blog Posts: The Top 5 Customer Success Topics of 2016. How are you simultaneously adding new customers to the mix? At the end of the day, all you should need is a bigger bucket! The Four Fold Mission of Customer Success.

Sales 40

Sales Management 40

Solvvy

FEBRUARY 5, 2020

Learn more about building a game-changing customer experience in our free ebook. . This singular focus on stellar customer service ensures that nearly every customer becomes a raving fan for life: 75 percent of purchases come from repeat customers. Want to deliver Zappos-level customer service?

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 64

ClientSuccess

NOVEMBER 16, 2017

Footnote; elements of apology based on research by Roy Lewicki (2016), but tested and tweaked to perfectly fit a Customer Success context. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Feedback is a gift. Key Takeaway. Example here. —.

Best practices 47

Best practices SaaS Engineering Feedback 47

Kayako

JUNE 9, 2016

Start by grabbing these two resources, and we can help get you on your way to earning more: Customer Support State of Profession 2016. How to use the Customer Support State of Profession 2016: Customer Support Managers have such varied salaries: Average customer service manager salaries range from $30,000 to $105,000.

Customer Support 49

Customer Support Chief Customer Officer Management Benchmark 49

ClientSuccess

FEBRUARY 21, 2017

The goal of any customer success organization is to impact the customer’s life for the better, and in 2016 SalesLoft did just that – they were named the highest rated product based on customer satisfaction by G2 Growd by their customers. But at the end of the day, driving new initiatives and growing business processes is 100% worth it.

SaaS 40

SaaS Technical Support Sales Engineering 40

Kayako

JUNE 9, 2016

Start by grabbing these two resources, and we can help get you on your way to earning more: Customer Support State of Profession 2016. How to use the Customer Support State of Profession 2016: Customer Support Managers have such varied salaries: Average customer service manager salaries range from $30,000 to $105,000.

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

CrazyCall

APRIL 9, 2019

Then in 2016 she became one of the Top 50 Marketing Thought Leaders and joined the ranks of Inc. In 2016, The Bridge Group expanded their offer with Account Based Revenue services. Over the years Tiffani Bova has helped hundreds of technology companies to develop highly effective growth strategies and innovative go-to-market models.

Sales 133

Sales Consulting Consulting Coaching 133

JivoChat

MARCH 20, 2022

billion, while in 2016 it was 1.66 A product isn’t always a physical item, it could also be an ebook, and a subscription, for example. When learning more about how to start an online store, you will see that it can be simpler than you think, if you plan well and choose the right tools. .

Marketing 75

Marketing Sales B2C B2B 75

Amity

DECEMBER 9, 2016

The quotes are used in blog posts, ebooks, on social media, across the website, and in many more locations. — Jeremy A Williams (@jeremyawilliams) October 26, 2016. A video posted by Rover (@roverdotcom) on Oct 14, 2016 at 2:37pm PDT. Thanks for the swag @unbounce ! unbouncing pic.twitter.com/yeIRYyCj3j. unbouncing.

Marketing 109

Marketing SaaS Sales Surveys 109

ClientSuccess

APRIL 4, 2017

Mitch Mcfarlane, SVP of Product and Customer Experience at Instructure , recently spoke alongside several other customer success executives and leaders at the CS100 Summit 2016 in Park City, Utah. Download the full “Customer Success as a Culture” eBook series: Customer Success as a Culture: Customer Success Leaders Edition.

Metrics 40

Metrics Airlines SaaS Education 40

GetFeedback

FEBRUARY 15, 2019

They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Editor’s Note: This post was originally published in March 2016. The customer lifecycle has been written about plenty, but when it comes to NPS segments, we suggest focusing on these 5 key groups. Who are they?

Surveys 60

Surveys CRM Feedback Sales 60

LiveChat

JUNE 8, 2018

In 2016, it was 49%. These are followed by case studies, videos, ebooks/white papers for B2B and videos, illustrations, and infographics for B2C companies. In this post, we’ll take a look at some simple ways in which you can communicate with your customers better. Pay Close Attention to Your First Impression.

B2C 66

B2C B2B Scripts Wait times 66