ShepHyken

DECEMBER 24, 2018

50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. Decibel) With all this rapid change it’s no surprise that there are plenty of studies and statistics emerging surrounding e-commerce customer experience. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 219

Customer Service Morale Coaching Customer Experience 219

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service B2B Contact Center Technology 0

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Government Contact Center Healthcare 94

ShepHyken

DECEMBER 10, 2018

For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. The post 5 Top Customer Service Articles for the Week of December 10, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 227

Customer Service Customer Experience Customer Care 227

ShepHyken

FEBRUARY 19, 2018

15 Surprising Customer Experience Statistics and How Training Can Help by Mindflash. Mindflash) The secret is out: 2018 has been declared the “Year of the Customer” — and there is a list of surprising statistics about the customer experience to support this claim. Follow on Twitter: @Hyken.

Customer Service 204

Customer Service Self service Chatbots CRM 204

ShepHyken

AUGUST 13, 2018

Here are eight ways you can thank your best customers. Chain Store Age) Alliance Data’s 2018 “ Rules of NextGen Loyalty ” study validates an emerging trend happening with today’s younger consumers: Not only are they financially conscious, they’re also heavily influenced by cost when it comes to purchasing decisions.

Customer Service 180

Customer Service B2C B2B Customer retention 180

Russel Lolacher

MARCH 8, 2020

Microsoft , in their 2018 Global State of Customer Service Report, found 77% of Millennials and 60% of GenX have a more favourable view of organizations that respond to customer service questions and complaints on social media. The post 3 Reasons to Take Millennials Customer Care Seriously appeared first on Russel Lolacher.

Customer Care 80

Customer Care Advertising Marketing Engineering 80

ShepHyken

SEPTEMBER 3, 2018

For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. The post 5 Top Customer Service Articles for the Week of September 3, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Medium) Ever been put on hold for three hours?

Customer Service 135

Customer Service Self service Surveys Scripts 135

Interactions

JULY 11, 2018

JULY 11, 2018 As customer preferences continue to evolve and. Read more » The post The Impact of Speech and AI on Customer Care appeared first on Interactions Resource Center.

Customer Care 54

Customer Care 54

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 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 98

Customer Care Transportation Government Construction 98

Cisco - Contact Center

DECEMBER 18, 2017

Here are six things we foresee for the customer care industry in 2018. Cisco's contact center business has held number-one market share in North America for four straight quarters.

Contact Center 57

Contact Center Customer Care Marketing Customer Service 57

Interactions

SEPTEMBER 5, 2018

SEPTEMBER 5, 2018 There are many who would say that Natural. Read more » The post How Natural Language Processing Improves Customer Care appeared first on Interactions Resource Center.

Customer Care 48

Customer Care 48

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. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Gamification Call Center Self service 80

24-7 InTouch

DECEMBER 19, 2018

The end of 2018 is just around the corner, which makes it the perfect time to take a look at upcoming customer care predictions and trends. We’ve rounded up five things to look out for in 2019, each with the ability to have significant impact on customers and the way they interact with brands.

Customer Care 40

Customer Care 40

InTheChat

JANUARY 10, 2019

In our last post, we talked about the difficulty of balancing the excitement that the limitless potential of digital technology inspires against the practical realities of implementation on a large scale, which led us to ask: Wasn’t 2018. The post Wasn’t 2018 supposed to be the year of the chatbot? What happened?

Chatbots 93

Chatbots Technology Customer Care Contact Center 93

Skybridge

NOVEMBER 12, 2020

Even the US Government is Jumping on the 2021 Customer Experience Trends Train. Customer experience must be part of your business strategy. As far back as 2018, an article explains the difference between Customer Service and Customer Experience on a Federal Government website. That is non-negotiable.

Customer Care 52

Customer Care Government Self service Education 52

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. When: Today, 26 September 2018. DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022. AI-enabled solutions fueling interest and accelerating sales.

Consulting 48

Consulting Consulting Analytics Marketing 48

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . The secret weapon in social customer care isn’t that much of a secret, it’s all in the name. – Statistica (2018). Great social customer care can do the same.

Customer Care 45

Customer Care Advertising Feedback Customer centricity 45

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. When: Today, 8 August 2018. Where: Available at the DMG Consulting online store.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. What: Releases 2018 Robotic Process Automation Product and Market Report. What: Releases 2018 Robotic Process Automation Product and Market Report. When: Today, 1 August 2018. Redwood Software is covered at a higher level.

Consulting 48

Consulting Consulting Marketing Gamification 48

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

Global Response

OCTOBER 1, 2018

The theme of Customer Service Week this year – which runs from Oct. It celebrates the point where customer and service professionals meet, says more. The post Customer Service Week 2018: Excellence Happens Here at Global Response appeared first on Global Response. 1 through 5 – is “Excellence Happens Here.”

Customer Service 78

Customer Service Customer Care 78

Toister Performance Solutions

JUNE 14, 2018

Gopher Sport won the 2018 award for Best Small Contact Center. The company is a client of mine and I've been consistently impressed with the customer care team and it's commitment to service. The company is a client of mine and I've been consistently impressed with the customer care team and it's commitment to service.

Contact Center 78

Contact Center Education Customer Care Coaching 78

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. When: Today, 23 May 2018. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 Knowledge Management Product and Market Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

Fonolo

JULY 9, 2018

Put your hands together and give it up for the 2018 winners of Fonolo’s Customer Experience Excellence Awards! With Fonolo’s pivotal cloud-based call-back technology, the 2018 recipients have gone above and beyond in eliminating hold time while giving precious time back to their customers. It’s that special time of year.

Customer Experience 52

Customer Experience Abandon rate Banking Contact Center 52

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. Customer Contact – Europe: June 11-13, Dublin, Ireland.

Contact Center 48

Contact Center Healthcare Best practices Call Center 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. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. When: Today, 3 January 2018.

Consulting 48

Consulting Consulting Marketing Gamification 48

Monet Software

OCTOBER 3, 2018

Monet Workforce Optimization honored for improving customer service technology and customer experience. Los Angeles, October 2 nd , 2018— Monet Software announced today that TMC , a global, integrated media company, has named Monet WFO as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. “We

Contact Center 48

Contact Center Technology Quality management Engineering 48

Taylor Reach Group

MARCH 26, 2018

With that, here are some of the events taking place in April 2018 (in chronological order) with direct links to each event: Ecommerce Operations Summit April 3 – 5, Columbus, OH. Find out how to navigate the transformation of the customer experience to ensure your company stays ahead of the curve. Join us in Washington, D.C.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

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.

Customer Service 40

Customer Service outsourcing Customer Care virtual call center 40

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. When: Today, 4 December 2018.

Consulting 48

Consulting Consulting Contact Center Marketing 48

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. One of the hottest topics at this year’s CCO is what a Customer Success program really means and how to get started.

Chief Customer Officer 55

Chief Customer Officer Customer centricity Best practices Customer retention 55

Jon Arnold

DECEMBER 29, 2017

Am hoping it will just be BCStrategies at some point in 2018, and I'm getting on the bandwagon now. 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.

Consulting 40

Consulting Consulting Customer Care Contact Center 40

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. In today’s world, many people are talking to each other via text messages such as customer care, Facebook messenger and generally on social media. Crypto-tokens and blockchains for messengers.

Chatbots 50

Chatbots Big data Technology Advertising 50