ShepHyken

FEBRUARY 13, 2017

Top 10 Customer Service Trends for 2017 [Whitepaper] b y Daniela Puzzo . Fonolo) This whitepaper examines 10 customer service trends that will dramatically affect the success of your support team in 2017. Luckily, there’s a range of technology that can be used to improve customer experience and increase loyalty.

Customer Service 202

Customer Service Customer Experience Technology Personalization 202

ShepHyken

MAY 22, 2017

BusinessMatters) As business technologies continue to become more wide spread and sophisticated, company owners are increasingly looking for opportunities to implement new systems that can streamline processes, improve customer experiences and save costs. My Comment: Technology is changing the way we deliver customer service and support.

Airlines 205

Airlines Customer Service Self service Technology 205

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Forbes) While attending CES 2017 in Las Vegas, I spent a lot of time meandering around slot machines looking for meeting rooms, restaurants and taxi stands. ” (Thank you, Fonolo!)

Customer Service 174

Customer Service Surveys Personalization Consulting 174

ShepHyken

JULY 31, 2017

A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. The post 5 Top Customer Service Articles for the Week of July 31, 2017 appeared first on Shep Hyken.

Customer Service 0

Customer Service Benchmark SaaS Technology 0

ShepHyken

SEPTEMBER 11, 2017

12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. Forbes) With heightened consumer demand for automated self-service technologies, companies are answering the call and investing in do-it-yourself services. Follow on Twitter: @Hyken.

Customer Service 204

Customer Service Self service Customer Care Technology 204

Fonolo

NOVEMBER 21, 2017

Below is a list of the contact center acquisitions that we think were the most impactful in 2017. This transaction actually closed in December of 2016, but we’ll let it sneak in to 2017 because it is so significant. Resellers don’t get as much press or attention as the technology vendors. Genesys Acquires InIn.

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

LiveVox

JANUARY 17, 2018

2017 was another interesting year in TCPA developments. The post 2017 in Review: TCPA and Technology appeared first on Livevox. The post 2017 in Review: TCPA and Technology appeared first on Livevox. One of the most challenging aspects of the TCPA is the combined unclarity.

Technology 40

Technology Contact Center 40

ShepHyken

AUGUST 14, 2017

It’s not to build an excellent product using the latest innovative technologies. And with new developments in technology, including buzzwords like cognitive computing, machine learning, and VR, merging human interaction with AI is seeming to be more and more likely the solution for managing customers needs.

Customer Service 198

Customer Service Airlines Customer Experience Technology 198

ShepHyken

OCTOBER 23, 2017

My Comment: Part of an amazing customer experience can be driven by technology. Retail Customer Experience) With technology evolving, giant digital-forward companies taking over in-store shopping, and brick-and-mortar stores slowly closing their doors, it’s an understatement to say the retail industry is drastically changing.

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185

Uniphore

APRIL 6, 2017

That's why it's so important to understand how new technologies can help your company keep that competitive edge in order to best serve your customers and ultimately improve the efficiency of your business Here are four of the hottest technology trends ready to significantly improve customer service in 2017 and beyond: Read More.

Technology 65

Technology Customer Experience Customer Service 65

ShepHyken

NOVEMBER 6, 2017

Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line by Ricardo Saltz Gulko. The post 5 Top Customer Service Articles For the Week of November 6, 2017 appeared first on Shep Hyken. Eglobalis) We divided this article into two parts so that it would be easier (more simplistic!)

Customer Service 211

Customer Service Customer centricity Education Marketing 211

ShepHyken

OCTOBER 16, 2017

TechRepublic) Companies including Alibaba, Lexus, and Uber use both human and automated customer service to deliver the best results, according to a report from MIT Technology Report and Genesys. The post 5 Top Customer Service Articles for the Week of October 16, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 193

Customer Service Marketing Customer Experience Sales 193

ShepHyken

MARCH 6, 2017

Forbes) As AI technology matures, businesses are jumping to include artificial intelligence in their strategic investment roadmaps. The post 5 Top Customer Service Articles For the Week of March 6, 2017 appeared first on Shep Hyken. I have added my comment about each article and would like to hear what you think too.

Customer Service 209

Customer Service Feedback Best practices Enterprise 209

ShepHyken

MARCH 27, 2017

100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More by Robert Stanley. The post 5 Top Customer Service Articles For the Week of March 27, 2017 appeared first on Shep Hyken.

Customer Service 209

Customer Service Benchmark Call Center Advertising 209

Customer Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors. We also compared overall results to our benchmarks from the previous five years. Through this research, we Read More.

Benchmark 89

Benchmark B2B Surveys Feedback 89

Contact Center Pipeline

APRIL 5, 2017

Last week, I was hanging out at SWPP’s 2017 Annual Conference in Nashville. One thing I especially enjoy about this conference (besides the sessions) is walking through the showroom to catch up on the latest cool WFM features, products, and technology from industry vendors.

Technology 100

Technology Contact Center Call Center Management 100

ShepHyken

JANUARY 30, 2017

Media Post) The digital economy has driven innovation and created new channels and profit centers, but organizations that look at technology to totally displace human interaction are misguided, according to a study. The post 5 Top Customer Service Articles For the Week of January 30, 2017 appeared first on Shep Hyken.

Customer Service 202

Customer Service Airlines Customer Experience Personalization 202

ShepHyken

SEPTEMBER 4, 2017

Technology NPS Benchmarks by CustomerGauge. CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty. The post 5 Top Customer Service Articles for the Week of September 4, 2017 appeared first on Shep Hyken.

Customer Service 158

Customer Service Benchmark Customer Care Finance 158

ShepHyken

MARCH 20, 2017

My Comment: Last week was SXSW (South By Southwest) and one of the technologies on “center stage” was Artificial Intelligence (AI), and how it will help improve the customer experience. The post 5 Top Customer Service Articles For the Week of March 20, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

ShepHyken

MAY 15, 2017

CMSWire) Pitney Bowes took another step towards shaking off its postage meters legacy today with the release of new enhancements to its Communicate customer engagement technology suite. The post 5 Top Customer Service Articles For the Week of May 15, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

Contact Center Pipeline

JANUARY 4, 2017

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact.

Contact Center 100

Contact Center Surveys Analytics Call Center 100

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. Luckily, with the right mixture of technology and human touch, customer service doesn’t have to be hard. Shep Hyken.

Technology 229

Technology Customer Service Management CRM 229

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. Trend #3: Human beings like to interact with human beings.

Technology 41

Technology Chatbots Sales Healthcare 41

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). 2017 Top 124. Principal Information Engineer, Information Services, CA Technologies — @adrianehunt — [link]. Antonio Figueiredo , Global Director, Emerging Industries & Technologies, Salesforce — @afigueiredo — [link].

Consulting 91

Consulting Consulting Engineering CRM 91

Customer Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. The post Report: 2017 Temkin Experience Ratings of Tech Vendors appeared first on Customer Experience Matters®.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. At Dreamforce 2017, Talkdesk brought together three cutting-edge technology companies to discuss the top technology trends in service and inside sales.

Technology 41

Technology Chatbots Sales Healthcare 41

The Center for Client Retention

DECEMBER 21, 2017

Google has released some new Vault features that likely caught the eye of K-12 technology directors and email administrators. May 30, 2017). May 16, 2017). March 10, 2017). June 2, 2017). May 3, 2017). August 23, 2017). July 20, 2017). June 22, 2017). September 27, 2017).

Education 69

Education Accountability Technology Management 69

Steve DiGioia

JANUARY 9, 2017

Technology, that’s it. This cutting edge technology can allow a customer to stand still while they virtually “try on” various articles of clothing. The thought behind this is fine and I guess it’s some cool technology. With all the advancements in technology and operational capabilities, one thing is still missing – SERVICE.

Advertising 100

Advertising Self service Personalization Technology 100

Amplifai Coaching Category

JANUARY 12, 2021

Deloitte's 2017 Global Call Center Survey released mid-May polled executives from over 450 contact centers in 16 countries about their current and future priorities over the next two years.

Call Center 40

Call Center Surveys Contact Center Technology 40

TechSee

APRIL 3, 2018

Technology-based customer retention solutions provide powerful platforms and fresh approaches, and most importantly, practical frameworks and processes to successfully engage with customers at scale. For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

Avaya

OCTOBER 2, 2017

One thing you can be sure of about Avaya at GITEX 2017 Technology Week: We will stand out from the crowd. Often, this approach means we take technology in completely unexpected directions. For us, our customers and partners, the conversation has moved on from being just about technology, and on to what you want to make with it.

Technology 43

Technology Telecommunications Government contact center solutions 43

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Gamification Contact Center 122

Spearline

JANUARY 23, 2018

2017 has also seen us double our unmatched database of tests from which we benchmark our customers’ call quality. Our success hasn't gone unnoticed: We were delighted to have ranked for the 2nd time in the Deloitte Technology Fast 500 EMEA awards. We have completed over 50 million tests to date.

Benchmark 65

Benchmark Interactive Voice Response Technology Feedback 65

Jon Arnold

NOVEMBER 10, 2017

This crossed my path recently, and wanted to share it as a good resource/overview of technologies currently leading the contact center space. This is a handy reference post if you want a 5 minute snapshot of what's driving contact center technology and what's coming next.

Contact Center 80

Contact Center Technology Benchmark Consulting 80

Customer Service Life

MARCH 24, 2018

So what did I do to come up with three lessons for 2017? In 2017, I finally openly discussed my feelings with other contact center professionals — 14 of them to be exact. So those are my three lessons from 2017. As I look over these again, I’ve covered technology, operations, and personal and employee growth and development.

Coaching 60

Coaching Chatbots Contact Center SaaS 60

Revation Systems

DECEMBER 11, 2017

Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model — significantly changing the way consumers and businesses communicate. The post Contact Center Trends for 2017 appeared first on Revation Systems.

Contact Center 48

Contact Center Self service Technology Enterprise 48

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61