Method:CRM

DECEMBER 3, 2018

The post Live Blog: QuickBooks Connect Toronto 2018 appeared first on Method:CRM.

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Contact Center Pipeline

DECEMBER 28, 2018

It’s hard to believe that 2018 is already drawing to a close! At year-end, it’s always interesting to pause and take a look back to see which topics piqued the interest of Pipeline blog readers. The following were our 10 most-read posts in 2018. If you can take a moment during this hectic season, be […].

Contact Center 100

Contact Center Call Center 100

ShepHyken

JULY 28, 2017

Online sales are expected to grow to more than $400 billion by 2018. The post Guest Blog: Becoming a Blockbuster? That is nearly a half trillion dollars of goods and services that consumers will no longer trudge to brick-and-mortar stores to get. appeared first on Shep Hyken.

Consulting 199

Consulting Consulting Marketing Customer Experience 199

ShepHyken

MARCH 29, 2019

billion, in 2018, its AI-driven earnings are impressive. The post Guest Blog: How to Boost Retail Customer Experience Through AI-powered Price Optimization appeared first on Shep Hyken. For example, Amazon generates more than 35% of its revenue via AI price recommendations. What makes such price optimization efficient?

Customer Experience 263

Customer Experience Accountability CRM Enterprise 263

ShepHyken

SEPTEMBER 7, 2018

The data-based insights from our 2018 B2B Buying Disconnect report will show you why: Buyers don’t trust vendors. The post Guest Blog: How Your Customers Can Help You Build Credibility, Trust, and Confidence with Buyers appeared first on Shep Hyken. Those resources are: Product demos. This is a problem for vendors.

B2B 204

B2B Surveys Sales Marketing 204

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. The post Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool? Social Media. appeared first on Shep Hyken.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

ShepHyken

JUNE 8, 2018

In 2018 customer support spans so much more than help@yourcompany.com. Product developers made this a priority and rolled out the feature in February 2018. The post Guest Blog: Exceptional Customer Support Is Fresh, Not Canned appeared first on Shep Hyken. Responses like this one are pure gold! But the story didn’t end there.

Customer Support 189

Customer Support Brand ambassadors Scripts Customer Care 189

ShepHyken

JANUARY 22, 2018

10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. If it’s a “no” I immediately have a subject for another blog post. The post 5 Top Customer Service Articles For the Week of January 22, 2018 appeared first on Shep Hyken. Here are my top five picks from last week. I hope you’ll learn from them.

Customer Service 226

Customer Service Wireless Chatbots Airlines 226

ShepHyken

JUNE 15, 2018

Read Shep’s latest Forbes Articles: Business Bets On Technology In Las Vegas At PegaWorld 2018. The post Guest Blog: Customer Support Chatbots – Striking The Right Balance appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Chatbots 190

Chatbots Customer Support Healthcare Scripts 190

Tethr

MAY 29, 2023

In this session from the 2018 AI Growth Summit, we discuss speech analytics for marketing professionals and how it provides valuable insight.

Analytics 62

Analytics Marketing 62

Contact Center Pipeline

DECEMBER 27, 2018

What was on the minds of contact center WFMers in 2018? Our five most-read WFM blog posts are below. Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation of any contact center. Weaknesses of an WFMerInterviewer: What are your greatest strengths?Answer:

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Management Contact Center Call Center 100

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. Situation : A top goal for 2018 is hiring key talent. Impact: Employees with an emotional connection to their work are more productive.

Airlines 205

Airlines Morale Benchmark Marketing 205

ShepHyken

DECEMBER 20, 2019

Salesforce conducted a survey in 2018. The post Guest Blog: Why Customer Experience Is Essential to Your Bottom Line appeared first on Shep Hyken. When we advocate for a business, we recommend it to other people. Positive recommendations are extremely valuable, helping businesses to grow. The results are eye-opening. •

Customer Experience 207

Customer Experience Customer retention Analytics Contact Center 207

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. The post Planning for 2018? Happy reading!

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SaaS Contact Center Call Center Customer Experience 48

ShepHyken

MAY 28, 2018

My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post. ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. by Sue Duris.

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Customer Service Entertainment Customer Care Customer Experience 194

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. So, as the December 2018 is coming to an end, it’s time to sum up a bit all the highlights of 2018. How we reached 100,000 unique views a month on LiveChat blog.

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Chatbots B2B SaaS B2C 59

ShepHyken

MARCH 16, 2018

Albert: 365+ Einstein-inspired Brain Boosts, her 62nd book, will be released by HRD Press in 2018. The post Guest Blog: You Serve Customers? For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: The Personalization Revolution: When The World Revolves Around YOU.

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

ShepHyken

SEPTEMBER 3, 2018

Dina’s Blog) Fix the Problem. The post 5 Top Customer Service Articles for the Week of September 3, 2018 appeared first on Shep Hyken. Rupesh Patel has hotels and consults with other hotels (large and small), sharing great ideas to improve the bottom line. He lives and breathes hospitality and knows his “stuff.”.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

ShepHyken

JANUARY 5, 2018

Read Shep’s latest Forbes Article: Ten Customer Service And CX Predictions For 2018. The post Guest Blog: Instant Customer Service – Just Add Text Message appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 202

Customer Service Multi-channel support Customer Experience Personalization 202

Working Solutions

JANUARY 3, 2019

From new insights into the benefits of outsourced customer care to news about what’s going on in our community of clients and associates, 2018 proved to be memorable here at the Working Solutions blog. The post Year in Review: Our Top Customer Service Blog Posts of 2018 appeared first on Working Solutions.

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Customer Service outsourcing Customer Care virtual call center 40

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We even got a shout out from HubSpot as a top blog you should be reading in 2018. As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year. 10 Punny Customer Success Jokes. ChurnZero Resource.

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Best practices Metrics SaaS Sales 49

Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? Accordingly, I expect to see a range of new solutions see the light of day in 2018; solutions that bring the old solutions like Interactive Voice Response (cue the robotic ‘press 1 for English’ script) into the 21 st century, on a channel people actually like to use. Let’s have a look.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

Aspect

MAY 4, 2018

Spring just wouldn’t be the same in North America without flowers blooming, windows opening, and an Aspect Customer Experience event recap on the blog. In the product update, newly-appointed SVP of Product Management, Mike Bourke, outlined a lot of new initiatives for 2018, including a goal of continuous delivery of features.

Contact Center 101

Contact Center Customer Experience Technology Customer Service 101

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? How to overcome those challenges? Customers want you to know them.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

CrazyCall

SEPTEMBER 4, 2018

million in total revenue in Q1 2018. Personal blog. As it has become known, in late July 2018 Sales Hacker was acquired by Outreach, the sales and customer engagement platform, and Max took up his new post as Vice President of Marketing. Personal blog. Noah Kagan . Chief Sumo at Sumo Group. Dharmesh Shah .

Sales 129

Sales SaaS CRM B2B 129

Fonolo

MAY 10, 2018

In 2018, companies, platforms, and users alike are keeping an even closer eye on privacy and, importantly, verified, trusted, and accurate content. Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

aircall

APRIL 10, 2018

The post Aircall’s 2018 Customer Support Strategy Survey (Full Report) appeared first on Customer Experience & Cloud Call Center | Aircall Blog. Key topics include: Strategic objectives & obstacles. Top tracked metrics. Most used channels. Employee development plans.

Surveys 84

Surveys Customer Support Call Center Metrics 84

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. However, 2018 brought the importance of customer experience management into the spotlight. 2018 saw breakthrough developments in AI. Class dismissed.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Mindtouch

MARCH 19, 2018

They represent our TOP Customer Success Influencers and Strategists of 2018. The post Announcing 2018’s Top Customer Success Influencers & Strategists appeared first on MindTouch Blog. Top 25 Customer Success Influencers. Engage in valuable conversations within the community. See The List.

Accountability 91

Accountability Marketing Customer Experience 91

ChurnZero

SEPTEMBER 14, 2018

Check out our top ten Customer Success takeaways from INBOUND 2018. Jonathan Hsu (@jhsu98) September 5, 2018. – Turn questions asked into knowledge shared – blog #inbound18 pic.twitter.com/r8ofAD7shv. Sarah Goodall (@SarahGoodall) September 5, 2018. Thomas Buddendick (@T_Buddendick) September 5, 2018.

Education 66

Education Customer retention B2B SaaS 66

West

NOVEMBER 20, 2017

West is proud to announce that it received a perfect score of 100 percent on the 2018 Corporate Equality Index (CEI), a national benchmarking survey and report on corporate policies and practices related to lesbian, gay, bisexual, transgender and queer (LGBTQ) workplace equality, administered by the Human Rights Campaign Foundation.

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Benchmark Surveys 75

The Center for Client Retention

NOVEMBER 14, 2017

TCFCR’s 2018 Retail Trends is now available as a FREE eBook, which can easily be downloaded onto your computer or favorite mobile device for easy browsing ability. While 2017 was an interesting year for retail, the interesting aspects of the industry are only going to continue growing by leaps and bounds in 2018.

Technology 74

Technology Customer Experience Customer Service 74

The Center for Client Retention

NOVEMBER 28, 2017

Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game. Dig more deeply into these 2018 trends and find creative ways to leverage the most relevant ones. Some exceptional firms are going all-out and competition dictates others will either catch up or fade away.

Customer Experience 85

Customer Experience Entertainment Technology Accountability 85

GetFeedback

OCTOBER 3, 2018

Dreamforce 2018 was a blast from start to finish. The post A Look Back at Dreamforce 2018 appeared first on GetFeedback Blog. Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration. It was our biggest year yet—with 9 sessions, 3 booths, and a Demo Jam to boot. The countdown has begun.

Surveys 60

Surveys Metrics Customer Experience Marketing 60

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

Customer Experience Matters

APRIL 23, 2018

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries. Here’s a link to FAQ’s about the Ratings.

Transportation 53

Transportation Airlines Banking Surveys 53

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”. Where will they invest their time, money, and attention?”.

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Customer Support B2C B2B Surveys 59