Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Government Construction 59

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care.

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

Mindtouch

APRIL 17, 2017

We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Erin Fogerty, Affinio, Senior Customer Success Manager, @efogess, LinkedIn. Check here to see if you made the cut and get your badge!

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Fonolo

JANUARY 31, 2018

We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week. With so much content out there, it’s an honor that you make time for the Fonolo blog.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Toister Performance Solutions

SEPTEMBER 28, 2017

Vee Rose used the conference hashtag to tweet a request for customer service leadership book and podcast recommendations. — Vee Rose (@jainyrose) September 27, 2017 It's been awhile since I compiled a list of my favorites, so I decided to write this post in response.

Customer Service 49

Customer Service Contact Center Customer centricity Customer Care 49

Toister Performance Solutions

DECEMBER 10, 2020

The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). It found that the number of households experiencing at least one problem over the past 12 months increased by 10 percentage points since the 2017 study. Image source: Customer Care Measurement and Consulting.

Customer Service 141

Customer Service Surveys Consulting Consulting 141

Provide Support

JANUARY 2, 2018

Whether you are a start-up company, regional SME or global corporation, chances are how you and your staff provide great service to your own customers is a process that has been carefully honed and refined. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2018. Read more. Permalink | No comment.

Customer Care 53

Customer Care Marketing Customer Service 53

SmartAction

OCTOBER 19, 2022

Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. However, in recent years their use has declined as businesses have learned how difficult it is to properly maintain a chatbot that actually helps customers to accomplish their goals. Check out this blog post to find out.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

Jon Arnold

AUGUST 1, 2017

TechTarget, July 11 UC Value Drivers in 2017 - AI-Driven , Toolbox.com, July 10. As always, comments and sharing are welcome, and it's time to get going with a new round of writing for August. As always, comments and sharing are welcome, and it's time to get going with a new round of writing for August.

Chatbots 45

Chatbots Customer Care Contact Center Customer Experience 45

Fonolo

OCTOBER 18, 2017

A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. Who wrote it: Call Center Week.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Jon Arnold

JUNE 2, 2017

If you follow me, you'll know the whole month has been non-stop, but aside from all the travel to conferences and speaking spots, I managed to keep a pretty full slate of writing going - mostly for clients, but also for my own blogging. Tech Leader Talk - Digital and Customer Experience: Are We There Yet?

Healthcare 40

Healthcare Chatbots Customer Care Enterprise 40

Jon Arnold

DECEMBER 29, 2017

I stand corrected on my earlier blog post, saying that our podcast about Net Neutrality was the last one for 2017. Forgot about that one, and this one is our lookout for what 2018 holds for the always expanding/ever-confusing world of communications/collaboration/customer care. Happy New Year!

Consulting 40

Consulting Consulting Customer Care Contact Center 40

Provide Support

MARCH 23, 2017

© 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Since then, the occasion has been supported by many organizations and businesses in Western Europe, and it’s constantly expanding, with more companies joining the initiative year by year. Would you join the club too?(.). Read more.

Customer Service 68

Customer Service Customer Care 68

HGS

MAY 22, 2018

More stringent compliance— When it comes to protecting member/patient/customer, and partner data, as well as storing it as securely, healthcare carries a much heavier risk and burden than most other industries. Wed, 05/23/2018 - 12:14. Healthcare. By: Vishal Patil (not verified) | On: Wed, 06/27/2018 - 13:07 | Permalink. LEAVE A COMMENT.

Healthcare 100

Healthcare B2C Government Analytics 100

Connecting the Dots

JANUARY 2, 2018

The 2017 Customer Rage study conducted by Customer Care Measurement & Consulting for Arizona State University confirms what every holiday shopper knows: customer service remains horrible even as businesses continue to invest in customer service programs, and customers are mad about it.

Consulting 48

Consulting Consulting Customer Care Customer Service 48

airespring

APRIL 16, 2018

Recent large-scale mergers and acquisitions are so numerous and dramatic that 2017 could well be called “The Year of the Greatest Telecom Mergers and Acquisitions in History.” If you are a mid-market enterprise, responsive, personalized customer care matters most and it is a scarce commodity in the post-merger environment.

Telecommunications 48

Telecommunications Healthcare Enterprise Engineering 48

airespring

APRIL 16, 2018

Recent large-scale mergers and acquisitions are so numerous and dramatic that 2017 could well be called “The Year of the Greatest Telecom Mergers and Acquisitions in History.” If you are a mid-market enterprise, responsive, personalized customer care matters most and it is a scarce commodity in the post-merger environment.

Telecommunications 48

Telecommunications Healthcare Enterprise Engineering 48

ShepHyken

SEPTEMBER 21, 2018

.’ – (Source: American Express Customer Service Barometer 2017). For every customer who complains, there are 26 customers who don’t say anything.’ – (Source: Lee Resources International). 82% of customers have left a company because of a bad customer service experience.’ – (Source: Rightnow).

Customer Experience 262

Customer Experience Big data Technology Chatbots 262

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017.

Customer Experience 49

Customer Experience Contact Center Customer Care Personalization 49

NICE inContact

SEPTEMBER 13, 2017

For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences. hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017.

Customer Experience 48

Customer Experience Contact Center Customer Care Personalization 48

Aspect

APRIL 10, 2018

In 2017, about 40 million returns were processed using TurboTax, a subsidiary of Intuit Software. Watch this short video to see how Intuit is using #1 rated Aspect WFM to provide great customer service to millions of users: The post Aspect and Intuit: Helping You Survive Tax Season appeared first on Aspect Blogs.

Government 63

Government Accountability Customer Service Management 63

Aspect

FEBRUARY 12, 2018

While the two aren’t mutually exclusive – although many low-cost companies have suffered their fair share of complaints about service lately, such as Ryanair – their huge global study of Net Promoter Scores did show that four in five people are willing to pay more for a better customer experience. appeared first on Aspect Blogs.

Self service 51

Self service Customer Care Surveys Customer Experience 51

Certified Languages International

AUGUST 10, 2020

Parkland’s virtual care platform. As highlighted in Slator, Parkland Memorial Hospital’s language services director Meredith Stegall saw the benefits of insourcing in 2017. We are fortunate to be in a position to support and guide our current customers, as well as many new ones, who are seeking quick solutions during this time.

Healthcare 93

Healthcare Call Center Customer Care Technology 93

Provide Support

APRIL 21, 2018

After all, to resolve any technical problem a CSR needs strong communication skills to effectively gather information, analyze it and find a solution which will help the customer. A customer service rep needs to listen to the customer carefully, pay attention to every detail in order to understand the problem or the question correctly.

Customer Service 45

Customer Service Customer Support Customer Care Surveys 45

Nicereply

AUGUST 22, 2019

According to Microsoft, 54% of customers had higher expectations for customer service agents in 2017 than they did the year prior. According to Kenny Lee at Twitter for Business, customer care is the new marketing. Final Thoughts.

outsourcing 68

outsourcing Customer Support Scripts Call Center 68

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. Read Shep’s latest Forbes Article: How Happy Employees Make Happy Customers.

Wireless 189

Wireless Banking Analytics Call Center 189

Revation Systems

FEBRUARY 5, 2019

In 2018, Gartner predicted that over the next couple of years AI will be a mainstream customer experience , with 47 percent of organizations using chatbots for customer care. This goes hand-in-hand with another key strategy that chatbots enable — extended hours of service. .

Customer Experience 48

Customer Experience Chatbots Self service Banking 48

Integrity Solutions

NOVEMBER 2, 2018

And any number of those challenges has likely contributed to the findings by The Sales Management Association that only 51% of salespeople across all industries made quota in 2017. Although customers care about features, that’s not what convinces them to buy.

SaaS 77

SaaS Sales Coaching Customer Care 77

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media.

Technology 122

Technology Customer Service Gamification Contact Center 122

Natalie Petouhof

SEPTEMBER 12, 2018

Choose a solution designed to allow customers to easily get the answers they need on their own, your agents to intelligently engage with customers and for you to deliver business results that matter. MIT Sloan and BCG Study, 2017. References: Is Your Business Ready for Artificial Intelligence?

Customer Service 89

Customer Service Self service Average Handle Time CRM 89

Verint

SEPTEMBER 13, 2017

Our study 1 found that the most popular self-service options expected by today’s customers seeking a company with which to do business are frequently asked questions (FAQs), customer forums, and video tutorials which are sought by 75%, 52% and 47% of surveyed customers, respectively.

Self service 26

Self service Multichannel Management Enterprise 26

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). connected customer journeys with 9 channels in most contact centers. Bruce Temkin , a customer experience transformist. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Omnichannel isn’t just a buzzword; de facto, it is one of the customer service trends which are here to stay.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

Verint

JANUARY 30, 2018

Our philosophy is that any amount of time engaging with customers is time well spent. This blog originally ran on Customer Think on October 5, 2017. And what if they spend more than 15 minutes in the community? No worries!

Analytics 38

Analytics Technical Support B2B Best practices 38

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. I have just read a great new book called Value-ology Palgrave McMillan, 2017.

Customer centricity 344

Customer centricity Sales B2B Surveys 344

Comm100

DECEMBER 1, 2017

Agents that are happier can better care for customers, inspiring loyalty through quality service. Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). Recommended for you : Missing Customer Feedback?

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42