Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. If you open a Twitter account with the intent of responding to social customer service complaints and then have only intermittent interaction, it would be akin to opening a call center and only answering the phone every few hours.

Customer Service 94

Customer Service Customer effort Call Center Self service 94

Mindtouch

MARCH 19, 2018

They represent our TOP Customer Success Influencers and Strategists of 2018. The open poll process allows MindTouch to remove itself from the equation, expose potential names that could be missed, and takes into account the relevant sentiment at the time. Top 25 Customer Success Influencers. See The List.

Accountability 91

Accountability Marketing Customer Experience 91

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Voice Recognition.

Customer Service 80

Customer Service Gamification Self service CRM 80

CrazyCall

SEPTEMBER 4, 2018

million in total revenue in Q1 2018. Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Phil Gerbyshak is also working on the new book about his own sales strategies which will be released in late 2018. And they did. In October.

Sales 129

Sales SaaS CRM B2B 129

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

SaaS 74

SaaS Finance Metrics Upselling 74

Contact Center Pipeline

FEBRUARY 13, 2020

billion consumer data records in 2018. Criminals are taking data such as drivers’ license numbers and account numbers, and filling in the gaps with information from social media and other sources. Cybercriminals exposed 2.8 Breaches have given fraudsters an immense amount of data to work with.

Contact Center 213

Contact Center Customer Experience Accountability Engineering 213

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. If you open a Twitter account with the intent of responding to social customer service complaints and then have only intermittent interaction, it would be akin to opening a call center and only answering the phone every few hours.

Customer Service 81

Customer Service Customer effort Call Center Self service 81

Infinity

DECEMBER 19, 2018

2018 has seen copious amounts of highs and lows. Without further ado, here’s Infinity’s roundup on marketing in 2018. As mentioned previously, 2018 has seen a turbulent rollercoaster ride of events, political nuances, and economic changes that are dictating the way our customers are spending their money. The GDPR Storm.

Marketing 61

Marketing Big data Customer centricity Education 61

Fonolo

JUNE 14, 2018

2018 is game time. In 2018, becoming a winning company with a devoted fan base is no easy feat. Put your hands firmly on the controls and press ‘Start’ on the top CX trends you need to be watching in 2018. It’s time to look at your customers as teammates rather than as opponents. And: It’s time for you to win.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Method:CRM

FEBRUARY 27, 2019

Those poor accountants. In fact, today’s accountants are far more than just number-crunchers — they’re leaders, strategists, technologists, advisors and business specialists. The accounting industry: (p)art of the deal. Accountants speak the language of business. For instance, look at large accounting organizations.

Accountability 61

Accountability Consulting Consulting CRM 61

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. If you open a Twitter account with the intent of responding to social customer service complaints and then have only intermittent interaction, it would be akin to opening a call center and only answering the phone every few hours.

Customer Service 62

Customer Service Customer effort Call Center Self service 62

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Some questions were straightforward. Improved Communication.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Think smaller in 2018…specifically, mobile apps. In 2018, major players will be defined by their understanding of this delicate balance.

Journey mapping 72

Journey mapping Contact Center Enterprise Personalization 72

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. This is new territory for both sides, as solo account managers are being replaced by 6-12 person account management teams.

Engineering 74

Engineering Metrics Technology Employee engagement 74

ChurnZero

NOVEMBER 16, 2018

Top 15 Takeaways from Pulse Europe 2018. Last week we had the opportunity to travel to London to sponsor and exhibit at the Pulse Europe 2018 Conference as a Silver sponsor. CustomerSuccessMatt (@MattMyszkowski) November 8, 2018. Chris Weddick (@chrisweddick) November 8, 2018. Gainsight (@GainsightHQ) November 8, 2018.

SaaS 49

SaaS Customer retention Customer Support Enterprise 49

PeopleMetrics

MAY 4, 2018

Tax season is finally over, and many accounting and tax services providers are coming back online and starting to think of how they can improve in 2019. Maybe software needs updating, staff needs better training, or processes need to be streamlined. As the old saying goes, hindsight is 20/20.

Accountability 48

Accountability Analytics Surveys Feedback 48

Contact Center Pipeline

JANUARY 31, 2018

It’s not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January. What other topics piqued readers’ interest?

At home agents 182

At home agents Contact Center Accountability Call Center 182

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

Beyond Philosophy

JUNE 15, 2018

You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. So, What is Mental Accounting? Airlines Run Mental Accounting Too Often in the Red. How else is a person going to pay for an airline ticket in 2018?

Airlines 361

Airlines Accountability Consulting Consulting 361

Kayako

JANUARY 24, 2018

I’d purchased flights through a popular comparison site only to find double charges in my bank account. Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Bots and AI can’t be ignored when it comes to customer service trends of 2018.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

Jive

SEPTEMBER 4, 2018

Technology in 2018 is teeming with a wealth of acronyms. At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. According to Cisco’s Global Cloud Index, 59% of all cloud workflows will be delivered as SaaS by the end of 2018.

voip 52

voip SaaS Technology Benchmark 52

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals.

Chief Customer Officer 55

Chief Customer Officer Customer centricity Best practices Customer retention 55

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. million deposit accounts and over 500,000 credit accounts in all. Money.cnn.com.

Banking 353

Banking Accountability Consulting Consulting 353

Branch Mesenger

DECEMBER 11, 2018

As we approach the end of 2018, this week's round-up features a variety of "top" stories and "best of" lists, as well as reviews of the year that was in retail, including what one publication is dubbing the top retailer of the year. Year-End Review: Amazon Is The Undisputed 2018 Retailer Of The Year | Via: ( forbes.com ).

Real estate 48

Real estate Banking Marketing Technology 48

Branch Mesenger

DECEMBER 11, 2018

As we approach the end of 2018, this week's round-up features a variety of "top" stories and "best of" lists, as well as reviews of the year that was in retail, including what one publication is dubbing the top retailer of the year. Year-End Review: Amazon Is The Undisputed 2018 Retailer Of The Year | Via: ( forbes.com ).

Real estate 48

Real estate Banking Marketing Technology 48

Customer Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report: Highlights specific examples of Read More.

B2C 48

B2C B2B Customer Experience Best practices 48

Tenfold - Contact Center Blog

MAY 21, 2018

The reviewers have spoken, and Tenfold has earned the 2018 Top Rated award for Contact Center Software from TrustRadius. – Business Account Manager in the Internet Industry | Read the Full Review. If I ever had any questions about our account, pricing, etc., All calls and scheduling start and end with Tenfold.

Contact center software 48

Contact center software Contact Center Advertising Sales 48

Customer Experience Matters

MARCH 27, 2018

We just published a Temkin Group report, State of the CX Profession, 2018. The post Report: State of the CX Profession, 2018 appeared first on Customer Experience Matters®. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study.

Surveys 49

Surveys Customer Experience Benchmark Accountability 49

Taylor Reach Group

MAY 24, 2018

With that, here are some of the events taking place in June 2018 (in chronological order) with direct links to each event: The 2018 Canadian Telecom Summit: June 4-6, Toronto, ON. 2018 SWPP Annual Conference: June 4-6, Nashville, TN. SOCAP 2018 Data Reporting Workshop : June 12-13, Chicago, IL.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Every each of them answered the following questions: How do you see the future of customer experience? How to overcome those challenges?

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. in 2018, 23% in both 2019 and 2020, and 21% in 2021. 11/30/2017. This represents only 11.4%

Consulting 48

Consulting Consulting Contact Center Marketing 48

CSM Magazine

DECEMBER 14, 2017

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards. The full list of finalists is: ACCA (Association of Chartered Certified Accountants) – How changes in how we work together can make a huge impact for our customers.

Best practices 40

Best practices Banking Coaching Analytics 40

ShepHyken

MARCH 29, 2019

Very often, retail managers lack time and capacity to process and take into account all the necessary data to set attractive prices. “If Considering, that the US giant accounted for almost half of the US e-commerce market, or $258.22 billion, in 2018, its AI-driven earnings are impressive.

Customer Experience 259

Customer Experience Accountability CRM Enterprise 259

Steve DiGioia

MARCH 22, 2021

Studies published in 2018 and 2019 estimate the number of Americans of all ages who have convincing symptoms of allergy to specific foods: Shellfish: 8.2 Great customer service accounts for all the potential needs of a customer. million children under age 18. That’s one in 13 children or roughly two in every classroom.

Customer Service 346

Customer Service Education Accountability Management 346

Creative Virtual

SEPTEMBER 6, 2018

Also, be sure to follow conference announcements and updates on your social accounts using #C3SF2018. The post C3 San Francisco 2018: Enabling conversational commerce for customer service appeared first on Creative Virtual.

Customer Service 45

Customer Service Chatbots Virtual Agent Best practices 45

Help Scout

AUGUST 15, 2018

While we still had room for improvement in many areas, we were proud to share our results along with our strategies and learnings as a way to hold ourselves accountable, to add meaningful dialogue to what’s happening around diversity and inclusion work, and to demonstrate our company’s dedication to doing better. The results are in.

Surveys 40

Surveys Engineering Feedback Personalization 40

Mindtouch

MAY 11, 2018

During my second and third days at Google I/O 2018, I learned quite a few things: the future of the web is immersive; design should include everybody no matter the medium; and great products come from designing with your users. PS Be sure to read my recap of Google I/O 2018 Day 1 !

Engineering 48

Engineering Best practices Education Technology 48