Fonolo

JANUARY 10, 2018

Fonolo is excited to return as a sponsor for this year’s Customer Contact Week (CCW), January 22-25th, 2018 at the Hyatt Regency in New Orleans, Louisiana. Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. In 2018 they introduced a new brand, Customer Contact Week.

Contact Center 57

Contact Center Call Center Chatbots Education 57

Fonolo

NOVEMBER 29, 2017

Ultimately, every call center needs to make decisions from the perspective of their customers. Here are trends for 2018 that are sure to shake up the industry. A Focus on Customer Experience Strategies. This is a challenge for companies today and it will only get tougher in 2018.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

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

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 59

Interactive Voice Response Surveys Customer Experience Self service 59

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. Where to get it: [link].

Contact Center 57

Contact Center Call Center Self service Surveys 57

Fonolo

JULY 5, 2018

handle transactions that your customers care about, and. White Paper: 9 Critical Contact Center Trends for 2018. What’s Inside: A Focus on Customer Experience Strategies. FCR is Undeniably the Most Important Metric. How Customers Feel About Customer Feedback. You need the chatbot to: 1.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 48

Interactive Voice Response Multichannel Banking Surveys 48

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 48

Interactive Voice Response Surveys Customer Experience Self service 48

delighted

JUNE 29, 2021

In August 2018, Hollywood producer Jeffrey Katzenberg and former CEO of HP Meg Whitman co-founded the company Quibi, a video platform meant exclusively for mobile viewing. We’ll talk about the metrics which can be used to determine a successful/unsuccessful product/market fit a little later on. Step one: Research your target customers.

Marketing 92

Marketing SaaS Metrics Transportation 92

Tethr

JANUARY 7, 2019

When we talk to companies that have prioritized reducing customer effort in their contact center, they tell us that they love the book and believe in the approach, but also that they have trouble proving that their strategies are working.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Tethr

JANUARY 7, 2019

When we talk to companies that have prioritized reducing customer effort in their contact center, they tell us that they love the book and believe in the approach, but also that they have trouble proving that their strategies are working.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

RapportBoost

OCTOBER 7, 2018

Oct 8, 2018 – RapportBoost , a Los Angeles based technology company that provides augmented intelligence solutions to contact centers using live chat for conversational selling , will lead 3 Interactive Discussion Group discussions focused on live chat agent training and feedback from 11:00 a.m. to 12:50 p.m. About RapportBoost. RapportBoost.AI

Average Handle Time 63

Average Handle Time Contact Center Coaching Feedback 63

RapportBoost

DECEMBER 26, 2018

Tony: Customer preferences, cost, technology, and agent training are driving a lot of recent chat innovation. In a 2018 Customer Care report, McKinsey highlighted these four drivers and came to the conclusion that human agents will be more important than ever to contact centers. Match the metrics with the channel.

Benchmark 40

Benchmark Contact Center Chatbots Metrics 40

Liveops

OCTOBER 4, 2018

Most marketing executives don’t typically have a direct connection to customer service agents or teams but I’ve gotten the chance to spend a lot of time thinking about the customer experience, and that disconnect doesn’t sit well with me. Six ways to show customer service team members they matter. Share messages from the top.

Customer Service 48

Customer Service Feedback Education Best practices 48

C3Centricity

MAY 25, 2020

However, cutting costs, selling less attractive business units (such as their US candy business to Ferrero completed in 2018) in the hope of upgrading their image, will not bring sufficient changes that consumers demand of large corporations today. Fast, Personal Service Is Directly Linked to Customer Loyalty. Get Answers.

Technology 77

Technology Big data Analytics Personalization 77

TLC Associates

JUNE 20, 2019

There are some early birds making some of their holiday purchases ( 40% of shoppers on Prime Day 2018 used this July 16 th shopping event to start fulfilling holiday wish lists), but not enough to expand your customer service team. Start with previous customer service metrics. Deloitte offers some clarity on the issue.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

SmartKarrot

DECEMBER 2, 2020

Not only that, she is the Co-Founder of Customer Success Mastermind which is a career and training developmental program that aids leaders in evolving their careers. Aside from this, she was noted as one of the 7th most influential women to follow in 2018 by Gainsight. Maria Martinez is a seasoned professional in this CS space.

Journey mapping 17

Journey mapping SaaS Customer retention Contact Center 17

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. This environment is not conducive to building a single customer view. Agent name or agent ID for customer care representatives.

Customer Experience 72

Customer Experience Analytics Customer centricity Accountability 72

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Pointillist

NOVEMBER 29, 2018

The Net Promoter Score® is a widely used metric for measuring customer experience that has gained in popularity in recent years. But it has also come under criticism, as it provides limited information on how to improve customer experience or even the factors that influence it. Provides No Context of Customer Journeys.

Analytics 45

Analytics Banking Metrics Customer Care 45

GetFeedback

MAY 2, 2019

We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors. According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. Image via Kapiche.

Surveys 104

Surveys Customer Experience Engineering Enterprise 104

C3Centricity

AUGUST 17, 2020

Big data has actually done customer understanding a disfavour since organisations are hardly increasing their spend on market research according to ESOMAR's latest industry figures. in 2018, once again confirming that there continues to be no "significant" growth recorded in the past seven years! The industry grew a measly 2.1%

Customer centricity 63

Customer centricity Big data Airlines Marketing 63

C3Centricity

DECEMBER 3, 2018

SOURCE: ESOMAR Global MR Report 2018. A recent report on the KPIs used by marketing showed that Marketers are using a variety of metrics to measure the impact of their brand marketing activities. Even worse, the customer care centre was seen as mere complaint handlers. The industry grew a measly 1.0%

Big data 59

Big data Marketing B2C CRM 59

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. Data from the recently published NICE inContact 2018 CX Transformation Benchmark Study offers up-to-the-minute insights.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Comm100

FEBRUARY 9, 2018

The Australian government benefits from this self-service channel because it puts less strain on customer care agents and office workers. Another use case for customer self-service is the patient portal by UABMedicine. Free Download] Live Chat Benchmark Report 2018. Let us know how you get on in the comments!

Banking 41

Banking Best practices Self service Benchmark 41

Comm100

FEBRUARY 5, 2018

When pooled together, this information makes up a database of all the transactional, navigational, and support-based contact that a customer has had with a business, effectively summarizing that customer’s relationship with the company. There are omnichannel tools that specialize in marketing to customers across channels.

CRM 49

CRM Marketing Multichannel Self service 49