aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

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. For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

ShepHyken

JUNE 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. Here are my top five picks from last week.

Customer Service 209

Customer Service Airlines Customer Support Contact Center 209

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. How large is your customer support team? Aside from two or three responders who, above all else, lamented the current state of politics, most customer support leaders described similar ambitions regarding positive changes in 2018.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

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?”. Sure, I had my hunches.

Customer Support 59

Customer Support B2C B2B Surveys 59

Fonolo

AUGUST 29, 2018

But if we momentarily dial the sound down, we are rewarded with a) some mental clarity; and b) the sweet, sweet sounds of intelligent, helpful voices who deliver some music-to-our-ears advice on how to survive and thrive in 2018 and beyond. Annette Franz – Customer Experience Consultant, Speaker and Author.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

ShepHyken

MAY 14, 2018

Each week I read a number of customer service and customer experience articles from various resources. My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). My Comment: Charity is part of the customer experience.

Customer Service 192

Customer Service Call Center Customer Experience Customer Support 192

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! by Deeksha Dadu.

Customer Service 218

Customer Service Customer centricity Self service Customer Care 218

ShepHyken

JUNE 8, 2018

The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. After just one bad customer support experience, trust in a brand is gone forever. 25% of us will switch to the next-best choice and 30% are quick to share experiences that left a bad taste.

Customer Support 189

Customer Support Brand ambassadors Scripts Customer Care 189

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? Managing the Fragile Customer Experience by Laurent Bride. (IT Here are my top five picks from last week. by Scott Kendrick.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

Taylor Reach Group

NOVEMBER 17, 2017

With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. With 2018 around the corner, it’s a great time to discuss current and anticipated trends. Click to tweet this image.

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

ShepHyken

MARCH 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. With that, here are some of the events taking place in May 2018 (in chronological order) with direct links to each event: CX 18 - May 1-4, Nashville, TN.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience.

Airlines 202

Airlines Customer Service Wireless Customer Experience 202

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.

Customer Service 362

Customer Service Chatbots B2C Consulting 362

ShepHyken

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys. Yes and yes!)

Customer Service 135

Customer Service Self service Surveys Scripts 135

ShepHyken

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? How can companies improve employee experiences for better customer experiences? ” “It’s not just customer friction.

Customer retention 194

Customer retention Analytics Customer Experience Customer Service 194

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. view of customers by accumulating data from the various touch points that a customer may use to contact a company.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. This year, Jeremy says that the biggest overarching trend he’s seen is focus on the employee experience and how we treat agents and other staff members who have shifted to remote work. Explore Contact Center Trends for 2021. Blair Pleasant. “I

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. NPS measures customer loyalty.

Customer Experience 179

Customer Experience Customer centricity Education Sales 179

Fonolo

JUNE 14, 2018

2018 is game time. It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

ChurnZero

SEPTEMBER 14, 2018

This year, they even had a dedicated CS track that gave CSMs useful information for their day-to-day jobs and covered topics such as – Customer Retention, Customer Success, Customer Loyalty, Customer Feedback, and Customer Experience. Check out our top ten Customer Success takeaways from INBOUND 2018.

Education 66

Education Customer retention B2B SaaS 66

Call Experts

FEBRUARY 19, 2020

How focussed are you on improving customer experience (CX). What is customer experience? CX is the sum of all the moments your customers share during their entire customer journey. Improving this experience is about developing an emotional connection to create a brand perception of your company.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Kayako

JANUARY 24, 2018

I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

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. For those of you that might not know – this is the premier Customer Success conference in Europe. Chris Weddick (@chrisweddick) November 8, 2018.

SaaS 49

SaaS Customer retention Customer Support Enterprise 49

Answer Dash

MAY 7, 2018

Now, more than ever, optimizing customer experience should be a #1 business priority. Today’s customer expectations are continuously on the rise, and a positive online experience could mean the difference between a conversion and a lost customer. The figure stands at 23%for B2B,” ( Forrester ). trillion and $5.8

Customer Experience 54

Customer Experience B2C B2B SaaS 54

Call Experts

JANUARY 29, 2020

Often, companies use analytics and dashboards to optimize programs, create custom reports, understand team workflows, analyze different trends, and keep the team focussed and happy. With all of these items to monitor, it’s easy to forget to prioritize your customer’s journey. . How can you monitor your customer experience?

Customer Experience 78

Customer Experience Journey mapping Contact Center Interactive Voice Response 78

ProProfs Blog

MAY 6, 2020

That’s why your business needs to work towards building a customer experience that: Encourages customers to become loyal to your brand . Prompts them to share their awesome experience with your brand on public platforms. Helps you bring in new customers via word-of-mouth publicity. Future of Customer Experience.

Customer Experience 99

Customer Experience B2B B2C Sales 99

Callminer

DECEMBER 17, 2019

The need for competent customer support is growing. “59% of customers say that they have higher expectations for customer support than they had a year ago.” Many companies are coming up short with customer support. Many call centers have trouble adopting modern practices.

Call Center 207

Call Center outsourcing Contact Center Finance 207

ShepHyken

AUGUST 6, 2018

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. CustomerThink) Whether a support delivery is good or bad depends largely on its authenticity. Here are my top five picks from last week.

Customer Service 168

Customer Service Customer Support Personalization Customer Experience 168

Provide Support

JANUARY 7, 2019

Provide Support Live Chat 2018 Success Story. 2018 year was very productive and rich for new features in Provide Support. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2019. Modern embedded chat window. The following features are available with new embedded chat window: (.).

Customer Support 40

Customer Support Customer Experience Customer Service 40

Customer Service Life

NOVEMBER 6, 2019

And that lasted well into the time where the responsibility for supporting customers was handed off to the contact center. So is moving away from email support a natural step as companies mature? Do other channels offer better customer experiences? 1- Email is slow. 1- Email is slow. Why is this the case?

Customer Support 80

Customer Support Contact Center Self service Engineering 80

CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Customer Support 52

Customer Support B2C Chatbots B2B 52

Talkdesk

FEBRUARY 6, 2018

We are excited to announce that we are accepting speaker submissions for Opentalk 2018 ! We are looking for creative storytellers, customer experience innovators and leaders with real-world successes to share. As speakers from last year’s Opentalk can attest, speaking at this industry event is an eye-opening experience.

Contact Center 40

Contact Center Sales Customer Support Marketing 40

TeamSupport

JULY 29, 2020

Once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider. When it comes to cloud-based B2B customer support, TeamSupport is the only online help desk software provider that offers a completely private cloud solution.

B2B 66

B2B Customer Support Government Enterprise 66