ShepHyken

AUGUST 28, 2017

Ideas like understanding industry benchmarks and using feedback are for everyone. The post 5 Top Customer Service Articles for the Week of August 28, 2017 appeared first on Shep Hyken. While the article’s title appears to be focused on contact and support centers, the concepts can be used by any type of business in any industry.

Customer Service 198

Customer Service Contact Center Benchmark Big data 198

Customer Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years.

Benchmark 89

Benchmark B2B Surveys Feedback 89

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Let customers give you feedback how and when they want. Why this will accelerate results: Customers want respect for their feedback. It’s all about keeping your eye on the prize with a sensible plan.

Customer Experience 81

Customer Experience Journey mapping Consulting Consulting 81

Fonolo

DECEMBER 6, 2017

At the end of every year, we analyze data collected by onholdwith.com to expose the worst hold time offenders for the year, and today, we’re ready to reveal the results compiled from 2017. So, who was the worst company to call in 2017? How Customers Feel About Customer Feedback. Delta Airlines! Consistency Across Multi-Channel.

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. The post 5 Top Customer Service Articles for the Week of September 4, 2017 appeared first on Shep Hyken. CGS Inc.) Follow on Twitter: @Hyken.

Customer Service 158

Customer Service Benchmark Customer Care Finance 158

Provide Support

MARCH 11, 2020

But how do you encourage customers to provide their feedback? © 2003 - 2017 Provide Support LLC. The post How to Get Valuable Customer Feedback via Email: 6 Ideas to Follow appeared first on Live Chat, Customer Service Blog | Provide Support. Read more. Published in Provide Support Blog , 2020. Permalink | No comment.

Feedback 66

Feedback Best practices Surveys Metrics 66

Provide Support

JUNE 28, 2019

In fact, according to Microsoft research 52% of people around the globe believe that companies need to take action on feedback provided by their customers. Furthermore, that report also suggests that brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback. (.). Read more.

Feedback 59

Feedback Customer Experience Customer Service Best practices 59

Customer Service Life

JANUARY 7, 2018

” Time after time, the feedback I receive and the stories that are shared with me from something I wrote continues to inspire me to be more authentic with every post. The post Jenny and Jeremy Are 2017 ICMI Thought Leaders appeared first on Customer Service Life. You won’t be disappointed.

Contact Center 84

Contact Center Feedback Customer Service Customer Experience 84

Provide Support

AUGUST 2, 2018

Genuine customer feedback creates opportunities for companies to earn more loyal customers, those who know that they can speak out about their problems and that they will be addressed. © 2003 - 2017 Provide Support LLC. It also helps to: measure customer satisfaction. improve products and services. create the best customer experience.

Feedback 74

Feedback Surveys Customer Experience Customer Service 74

Customer Experience Matters

JULY 31, 2017

In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. In January 2017, we surveyed 10,000 U.S. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S. As Read More.

Metrics 40

Metrics Surveys Feedback Customer Experience 40

Fonolo

OCTOBER 17, 2017

On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country. Making the Most of Customer Feedback. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. Plus So Much More!

Abandon rate 57

Abandon rate call center professionals Contact Center Benchmark 57

ShepHyken

OCTOBER 18, 2021

Improve Customer Experience & Your Brand With Feedback by Jason Grier. CMSWire) Feedback is everywhere these days. My Comment: Feedback is a gift. I’m a big fan of feedback, but remember that it is a history lesson. Is your business keeping up? It’s what happened “yesterday.”

Customer Service 207

Customer Service Airlines Feedback B2B 207

Aspect

NOVEMBER 28, 2017

Their feedback provides critical guidance that can help you craft your strategies for success in 2018. The post Five Key Takeaways From Deloitte’s 2017 Global Contact Center Survey appeared first on Aspect Blogs. This year’s survey brought in leaders from more than 450 contact centers from around the world.

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

Spearline

JANUARY 23, 2018

2017 has also seen us double our unmatched database of tests from which we benchmark our customers’ call quality. This one stop platform allows manual tests to be automated at the click of a button, allowing you to test frequently failing numbers as identified by your team. We have completed over 50 million tests to date.

Benchmark 65

Benchmark Interactive Voice Response Technology Feedback 65

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. million between the first half of 2016 and 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. New architectures and intelligent automation position WFO sector to suceed. To order your copy of the Report, visit www.dmgconsult.com.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. When: Today, 18 October 2017. DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021. Mature sector with substantial opportunity.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. Put your customer feedback to work revealing insights that you would never have had before. Commit to listening to their feedback. Request a demo to see how we can get your 2017 off to a great start! The post 5 CX Resolutions for 2017 appeared first on Clarabridge.

Best practices 40

Best practices Feedback Surveys Customer Experience 40

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. Put your customer feedback to work revealing insights that you would never have had before. Commit to listening to their feedback. Request a demo to see how we can get your 2017 off to a great start! The post 5 CX Resolutions for 2017 appeared first on Clarabridge.

Best practices 40

Best practices Feedback Surveys Customer Experience 40

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. When: Today, 7 June 2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. When: Today, 10 May 2017. DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Talkdesk

JUNE 12, 2017

Opentalk 2017 was a groundbreaking event for the Talkdesk team. The summit was a huge success and the feedback we’ve gotten from attendees was overwhelmingly positive. In fact, we’ve gotten so many requests for videos of our sessions that we created a page to host all the recordings of the Opentalk 2017 sessions.

Customer centricity 40

Customer centricity Enterprise Feedback Customer Experience 40

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Talkdesk

JULY 28, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Lagging metrics create long feedback loops — too long. Turning Big Data into Big Decisions.

Big data 40

Big data Metrics Customer centricity Feedback 40

Talkdesk

JULY 28, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Lagging metrics create long feedback loops — too long. Turning Big Data into Big Decisions.

Big data 40

Big data Metrics Customer centricity Feedback 40

Provide Support

NOVEMBER 1, 2017

In fact, there might be no better way to collect direct feedback from your customers. By hearing these problems and acting upon customer feedback you can improve your business and prevent similar complaints in the future. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Read more.

Feedback 148

Feedback Customer Support Customer Experience 148

ShepHyken

OCTOBER 17, 2016

The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Five Ways to Caffeinate Your Customer Experience in 2017 by Scott Anderson. Here are five tips to delivering that caffeinated customer experience in 2017. Each week I read a number of customer service articles from various online resources.

Customer Service 326

Customer Service Journey mapping Customer Experience Feedback 326

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

Talkdesk

OCTOBER 9, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. The post Opentalk 2017: Creating Customers For Life appeared first on Talkdesk.

Chief Customer Officer 40

Chief Customer Officer Enterprise Customer centricity Metrics 40

Talkdesk

JUNE 22, 2017

By providing entire text messages, teams can see beyond CSAT scores and gain visibility into feedback that adds new insights into interactions. The post June 2017 Product Release appeared first on Talkdesk. The CSAT Messages Report can also aid teams in performing analyses on metrics such as opt-outs and more.

Call Center 40

Call Center Metrics Feedback Customer Experience 40

Talkdesk

JULY 7, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. In their customer feedback, most of Target’s guests listed a desire to have better self-service options.

Self service 40

Self service Customer centricity Feedback Metrics 40

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. Always monitor and respond to customer feedback that you receive on the various sites. No Googling, either. If you guessed online, you are wrong. Being socially responsible.

Consulting 326

Consulting Consulting Sales Surveys 326

Vonage

FEBRUARY 23, 2017

This means it’s crucial that businesses invest in robust systems capable of tracking customer feedback across multiple channels. The post Everything you need to know about the consumer of 2017 appeared first on Blog | NewVoiceMedia. Consumers won’t trade price for bad service. Share your thoughts below.

Multichannel 87

Multichannel Self service Contact Center Advertising 87