Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. You might also be interested in these posts: Could you be doing more to understand your customers?

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Transparent BPO

JULY 30, 2019

I’ve been on a customer service trends kick lately talking about how changing customer expectations affect churn and customer satisfaction with contact centers is down. As such, they are making changes to reflect this customer-centric paradigm shift through investment in training, technology, and employee experience.

Customer Service 73

Customer Service outsourcing Customer centricity Contact Center 73

VHT

MARCH 28, 2019

Solving these CX struggles can greatly improve a company’s growth potential, reputation and key business metrics. Losing sight of their customers. A great customer experience starts with strategic goals and initiatives that focus on the customer first. Failure to “listen” to what customers are saying and doing.

Metrics 48

Metrics Customer centricity Customer retention Feedback 48

The Center for Client Retention

NOVEMBER 14, 2018

As my 2019 trends that follow demonstrate, the technology gold rush will go unabated but savvy retailers will never lose focus on people. Retail Metrics Shift from Store Sales to Various Touch Points. Those who begin coupling AI with the human touch in the year to come will have a huge advantage long-term. But here’s the thing.

Self service 48

Self service Sales Metrics Technology 48

CSM Magazine

FEBRUARY 6, 2019

As Dino Forte, CEO, Ventrica , insists, if companies truly want to release the strategic CX objective, it is time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance. But that model has little place in the customer centric market of 2019.

Metrics 55

Metrics Customer Service Management Contact Center 55

TechSee

MAY 26, 2020

In 2019, before the world had heard of the novel coronavirus, a research report by Field Service News unsurprisingly identified improving operational efficiency-focused metrics as the top priority of field service organizations. Outcome-based KPIs such as these are crucial when it comes to ensuring customer satisfaction.

Customer centricity 109

Customer centricity Metrics Engineering Government 109

REVE Chat Blog

OCTOBER 2, 2019

Having a strong focus on engaging with users and customers, by interacting with them consistently throughout their life cycle, should be one of the key focus for the teams and business metrics. . As its quite clear, live chat has completely transformed the way brands interact with customers.

Chatbots 94

Chatbots Banking Feedback Customer centricity 94

inmoment

NOVEMBER 19, 2019

To help you sort through the massive amounts of market information, we’ve gathered some of the best CX insights from 2019 that you might have missed so you can better prepare for 2020. . It’s what your customers want. . Did you know that 70% of your customers want direct feedback? Insight #1: Optimize the feedback experience.

Feedback 40

Feedback Surveys Customer centricity Employee engagement 40

ClearAction

JANUARY 12, 2022

“Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Examples of achievements that grew customer trust: 11.

Government 62

Government Enterprise Customer centricity Banking 62

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. No worries!

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. In the latest measurement, in Q1 2019, the ACSI was 76.5 Design a customer-centric culture.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Eptica

AUGUST 19, 2020

However, while businesses know they need to be customer-centric, achieving it consistently is not always easy. By making this group responsible for the entire customer experience it provides focus to CX initiatives, and the resources to drive deep and lasting change. Share this page on: Tweet.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

ClearAction

OCTOBER 25, 2022

Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

ClearAction

FEBRUARY 4, 2020

Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum. Here’s what’s happening: CX quality plateaus in 2017, 2018 and 2019 : Numerous studies report lackluster progress — by brand and by industry. Monitor Holistic Customer Experience Dashboards.

Customer Experience 62

Customer Experience Enterprise Metrics Management 62

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Step 4: Place self-service at the core of a Customer Engagement Hub.

Self service 95

Self service Enterprise Customer effort Multichannel 95

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. Focusing exclusively on the WHAT of metrics, not the WHY Business leaders in every industry are driven by data and charts. 5 ways CEOs can build truly customer-centric organizations.

Metrics 77

Metrics Best practices Feedback Contact Center 77

Eptica

NOVEMBER 20, 2019

Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Published on: November 20, 2019. Emerging A brand realizes that it needs to adopt a customer-centric approach in order to achieve its aims. It outlines five stages to maturity: 1.

Customer centricity 69

Customer centricity Best practices Consulting Consulting 69

CSM Magazine

DECEMBER 10, 2019

Forrester’s recent report states that 1 in 4 people working in CX are at risk of losing their jobs if the investment in their role can’t be justified with a demonstration of ROI (Predictions 2020: Customer Experience, Forrester, Oct 2019). Getting the metrics right. But for staff and customer alike, simplicity is appealing.

Finance 52

Finance Customer centricity Feedback Metrics 52

NICE inContact

MAY 8, 2019

This might sound simple, but many customer-centric organisations could benefit from adopting industry-leading technology that enables analysing key metrics, such as first response rate, resolution times, customer satisfaction by channel, and more. It’s what customers want — and the best form of promotion you can get.

Advertising 63

Advertising Cloud contact Customer centricity Customer retention 63

Eptica

FEBRUARY 5, 2020

As the ICS points out, this has a key impact on businesses, in three areas: Brands that have a higher than average UKCSI score outperform their rivals that score below average on metrics such as revenue per employee (by 114%) and gross margin (by 4.9%). 4 Christmas customer service lessons from Santa. Share this page on: Tweet.

Customer centricity 72

Customer centricity Marketing Metrics Surveys 72

ShepHyken

MARCH 5, 2023

Customer service and the customer experience are at the forefront of conversations about success and excellence in business. How can business leaders shape the future of their organizations using a customer-centric approach? My Comment: How do you measure customer experience? Let me count the ways!

Customer Service 33

Customer Service Metrics Healthcare Upselling 33

Enghouse Interactive

JANUARY 27, 2021

With technology adoption increasing across all industries, more companies are leveraging video-based capabilities to become more customer-centric, increase their overall responsiveness, and by extension, become more successful. Over the last two years (2020 vs 2019) it’s no surprise that 15.8% Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

ChurnZero

AUGUST 30, 2019

We believe that now more than ever it’s imperative that corporate leaders set a high standard in their commitment to Customer Success, and this one metric (churn) is essential to any growing SaaS organization. SaaStr (@saastr) August 29, 2019. Bill Cushard (@billcush) August 29, 2019. . Respect Your Customer.

SaaS 40

SaaS Customer centricity Sales Metrics 40

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Blog Article] How to Assess Contact Center Success.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. Published on: August 07, 2019. These often just provide a headline metric, such as an NPS score without the context behind it or the ability to drive changes.

Best practices 66

Best practices Feedback Metrics Customer centricity 66

Comm100

AUGUST 31, 2021

Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible. CSAT is more difficult to target than other live chat benchmark metrics. Unified console.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

Transparent BPO

AUGUST 5, 2019

Interview with Robert Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina Providing better customer experiences should be every contact center’s number one concern. We felt it was important that we include education to enhance the customer experience.”

Contact Center 94

Contact Center Education outsourcing Customer centricity 94

RapportBoost

JANUARY 7, 2019

I’m honored to be included with such a prestigious group of talented customer-centric professionals,” said Ms. Each December for the past five years, the organization solicits input from its community to nominate their favorite thought leaders. RapportBoost.AI

Average Handle Time 40

Average Handle Time Contact Center Customer centricity Consulting 40

ChurnZero

MARCH 29, 2019

Customer Effort Score (CES) This gauges the difficulty or stress of a client to achieve different tasks successfully. This crucial metric often includes a few questions rating timely resolution of problems as well as more specific questions on particular aspects of a process. How Customer Success Can Catalyze Customer-Centric Change.

B2B 73

B2B Surveys Customer centricity Construction 73

SharpenCX

JUNE 30, 2021

Not to mention, wins for your agents and customers are wins for agent attrition, customer retention rates, and a host of other call center metrics , too. An omnichannel customer experience is both agent-centric and customer-centric.

Customer Experience 76

Customer Experience Multichannel Customer retention Customer centricity 76

CSM Magazine

MARCH 26, 2020

to securely keep a comprehensive customer history, and keeps a constant connection between the owner and their pet through a mobile device. Tag in September 2019. An intuitive, customer-centric experience was necessary because all of Wag! was able to create multiple queues that could be customized in real-time.

Interactive Voice Response 59

Interactive Voice Response Wait times voip Customer Support 59

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. Focusing on one metric would often harm others. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. The technology is unique because it delivers KPI improvements without cannibalizing others.

Technology 117

Technology Customer Service Self service Contact Center 117

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

CSM Magazine

MARCH 26, 2020

to securely keep a comprehensive customer history, and keeps a constant connection between the owner and their pet through a mobile device. Tag in September 2019. An intuitive, customer-centric experience was necessary because all of Wag! was able to create multiple queues that could be customized in real-time.

Customer Experience 52

Customer Experience Interactive Voice Response Wait times voip 52

SharpenCX

NOVEMBER 26, 2019

And, gather context from customer conversations and metrics, and share them with your team. It’ll benefit them, your customers, and your company. Shift focus from metrics to outcomes. Companies labeled by McKinsey & Co as customer-centric organizations rally around customer outcomes above all else.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67