ShepHyken

JANUARY 18, 2019

This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. Time to start planning for your 2019 customer experience initiatives. It’s that time of year again. Given the current state of technology, your strategic goals must now go beyond improving metrics.

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Customer Experience Airlines Average Handle Time Contact Center 236

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

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Contact Center Gamification Analytics Average Handle Time 48

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience. Transformative.

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ShepHyken

SEPTEMBER 30, 2019

CH Consulting Group) CH Consulting Group is proud to present you with our first-ever eBook: The Customer Experience Guide for Today’s Contact Center. My Comment: I was sent this eBook and thought it might be something worthy of your attention, especially if you have contact center. Follow on Twitter: @Hyken.

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Customer Service Customer retention Metrics Consulting 44

Up Your Service

FEBRUARY 8, 2020

We are honored and pleased to share our founder, Ron Kaufman , has been awarded the #1 ranking Customer Service Global Guru in 2020, 2019, and 2018. Ron Kaufman, number one Global Guru in Customer Service. At Uplifting Service , we believe everyone can step UP and TAKE ACTION to make the world better every day.

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Customer Service Best practices Customer Experience 69

Quadient

APRIL 2, 2019

Now that you've read our new eBook "Top 12 Customer Communications Trends to Watch in 2019 and Beyond", what things should your organization consider to adequately prepare for what's to come?

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TechSee

DECEMBER 17, 2019

The 2019 Cogent Reports Utility Trusted Brand & Customer Engagement™: Residential study states that 94% of a utility customer’s satisfaction score is based on the effort exerted when interacting with the company. The opportunity is massive. Next steps.

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Customer Experience Customer effort Engineering Analytics 136

NICE inContact

OCTOBER 2, 2019

The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. We’ve packaged the survey results and analysis into an eBook that is full of insights and thought provoking information. Interested in learning more? Download your free copy today.

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Benchmark Interactive Voice Response Chatbots Self service 60

Nicereply

MARCH 7, 2019

Sarah Betts (@Sarahinapickle) January 17, 2019. Leah Knobler (@LEAHisKNOBLER) January 4, 2019. Abby (@mygiantrobot) March 2, 2019. Her documentation is unparalleled, the ebooks she worked on at Zapier are fantastic and, just in general, she’s an all-around good egg. Alison Groves (@alisongroves) March 1, 2019.

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Engineering Customer Support SaaS Personalization 94

Comm100

AUGUST 5, 2020

In a 2019 study conducted by Vonage, only 15% of respondents felt that IVR was conducive to positive CX. These five tips for reducing wait time were taken from the eBook – Top 7 Customer Service Complaints & How Omnichannel Customer Engagement Resolves Them. Top 7 Customer Service Complaints. Free download.

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Wait times Interactive Voice Response Customer Service Chatbots 52

NICE inContact

SEPTEMBER 25, 2019

The latest results and analysis can be found in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. If your curiosity is piqued, download our complimentary eBook now to learn more about contact center technology in the cloud. That’s winning in the CX economy!

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Cloud contact Contact Center Benchmark Call Center 54

Infinity

JUNE 28, 2019

Our report on the state of phone calls in travel can be found in our latest eBook on travel trends. Download our latest eBook to dive deeper into trends for travel marketers , such as the maturing millennial, building a long tail from events, and making the most of your data. 5) Generation Travel 2019 , eight&four, (May 2019).

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Upselling Marketing Personalization Management 40

NICE inContact

OCTOBER 11, 2019

The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. You can learn more by downloading our free eBook today. This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers.

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Benchmark Self service Surveys Contact Center 48

ChurnZero

DECEMBER 6, 2019

These are just some examples of the endless options that Customer Success Managers can use to make a huge impression before 2019 comes to a close. Check out our eBook 167 B2B Gift Ideas for the Holidays or take a look at this blog to learn how other companies use gifting for customer success. . Get your own free copy of this eBook.

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Best practices B2B Customer centricity CRM 80

Interactions

JUNE 5, 2019

In fact, Gartner predicts that by 2019, 50% of organizations will redirect their investments to customer experience innovations. Read our eBook on Customer Journey Mapping to learn: The two types of Customer Journey Maps and which you should use. Your Guide to the Customer Journey Map. Ready to get started?

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Journey mapping Best practices Customer Experience Customer Care 54

Creative Virtual

MARCH 2, 2022

Back in 2019, I wrote an article on reasons why chatbot projects were failing or being abandoned before they even reached the testing stage. If you’re interested in learning more, Creative Virtual has put together an eBook – Conversational AI Issues & Solutions – that talks about each of the common issues I listed above in more detail.

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Chatbots Virtual Agent Technology Customer Service 52

Inbenta

JANUARY 13, 2020

In 2019, 25% of adults in the US carried out online purchases at least once a month, bringing the number of American digital buyers to approximately 224 million for the past year. Download our ebook: “E-commerce: the bot as a product advisor and reinsurance tool”. E-commerce chatbot: support the customer journey.

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Chatbots Customer Experience Management Technology 109

Infinity

APRIL 22, 2022

In our latest eBook. ?we Whether this renewed interest is due to the demand for electric cars revving up (with reports stating that, in March alone, more electric cars were purchased than in the whole of 2019 , or motorists looking to snap up a new 22 plate, it’s a very good thing for the sector. It’s a must read.

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Automotive Healthcare Sales Marketing 52

ClientSuccess

DECEMBER 20, 2018

To learn the formulas and definitions from above download our eBook called The Ultimate Guide to Customer Success Metrics. But, before the new year, your team should know exactly what your 2019 numbers are and be able to break these goals down by quarter and month. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

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Journey mapping SaaS Metrics Accountability 49

Noble Systems

JULY 1, 2019

We noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Learn more about these best practices and how to keep gamification fresh in your business in the Guide to Gamification Greatness ebook.

Gamification 71

Gamification Best practices Contact Center Employee engagement 71

Comm100

DECEMBER 8, 2020

From January to August 2020, chat volume increased by 24% compared to 2019. Take a look at our helpful eBook – The Live Chat Buyer’s Guide: What to Look for and How to Ask. Free eBook. And the reasons are straightforward. Live Chat Buyer's Guide. Need some extra help in choosing the right live chat software?

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Technical Support Scripts Personalization Customer Service 52

Global Speech Networks

MAY 18, 2021

According to KPMG Global Customer Experience Excellence (2019) report, successful companies tailor the Customer Experience (CX) to meet specific customer needs. Or for more information on participation rates, download our eBook How to lift your Customer Feedback participation rates to 30%. Contact Us.

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Surveys Feedback Government Best practices 52

BlueOcean

MAY 13, 2021

What worked in 2019 may not work in 2021 or 2022. For more insights, grab a copy of our latest eBook: Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource. The post The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World appeared first on Blue Ocean.

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Average Handle Time outsourcing Customer Care Sales 62

Interactions

SEPTEMBER 10, 2020

billion into the US economy during the 2019 holiday shopping season. After all, online commerce and at-home delivery has been an emerging part of retail shopping since the days when Jeff Bezos was managing a small eBook store in the Seattle suburbs in the mid-90s. Post-Black Friday, shoppers pumped $730.2

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Customer Care Sales Customer Experience Management 71

Comm100

NOVEMBER 2, 2020

In March 2019, the Tangerine team received 500 live chat requests. By May 2019, that number had grown to 2,227 chat requests. And in December 2019? Free eBook. In 2015, Australia-based mobile carrier Tangerine added a B2C offering to its B2B products. Their target market shot up, literally overnight. Over 6,400.

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Chatbots Customer Service Banking Healthcare 57

ShepHyken

OCTOBER 21, 2019

CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience. My Comment: Let’s kick off this week’s Top Five roundup with an eBook that was just released. Why Focus On Customer Experience?

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Customer Service B2B CRM Customer centricity 198

Playvox

DECEMBER 7, 2021

In fact, they’ll find ways to work together to get things done even if you don’t provide the technology to do it — a 2019 study found Millennials were 1.5 Download our new eBook, How to Manage and Motivate Millennials in the Contact Center , to learn how to tap into Millennials’ strengths. They’re digital natives.

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Management Contact Center Feedback Education 52

Whitepages Pro

AUGUST 28, 2019

A 2019 report from PYMNTS.com and Ekata found that only 25% of European online merchants were aware of the strong customer authentication (SCA) requirements under PSD2. Download our latest ebook, The Value of Pre-Authorization Screening in the Payments Ecosystem of Today , to learn more. Payment service providers (PSPs).

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Banking Technology Marketing Customer Experience 40

Whitepages Pro

AUGUST 28, 2019

A 2019 report from PYMNTS.com and Ekata found that only 25% of European online merchants were aware of the strong customer authentication (SCA) requirements under PSD2. Download our latest ebook, The Value of Pre-Authorization Screening in the Payments Ecosystem of Today , to learn more. Payment service providers (PSPs).

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Banking Technology Marketing Customer Experience 40

ClientSuccess

MAY 10, 2019

The 4th Annual CS100 Summit will be held in beautiful Sundance , Utah, September 9-11, 2019, at the Sundance Mountain Resort. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Don’t get stuck in a boring conference hall. TESTIMONIALS OF THOSE THAT HAVE ATTENDED THE CS100 SUMMIT. What is the CS100 Summit?

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SaaS Metrics Technology Customer Experience 48

ClientSuccess

SEPTEMBER 27, 2018

If this trend holds out, 2019 is sure to be even more game-changing for the customer success industry. eBooks: Ultimate Guide to SaaS Customer Success Metrics. If your team is looking to ramp up operations at the 2018 and take the rest of the year by storm, having the right solutions in place can help get you there.

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SaaS Finance Metrics Upselling 74

ChurnZero

DECEMBER 7, 2018

After all, 55% of consumers are willing to pay more for a guaranteed good experience and this number is likely to go up in 2019… About the Author: Jakub Slámka is a CMO at Nicereply , customer experience management platform that measures CSAT, CES and NPS to delight and retain customers. ChurnZero Resource.

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Best practices Surveys Customer effort Feedback 53

Up Your Service

FEBRUARY 5, 2020

Ron Kaufman and Marshall Goldsmith at the 1st Annual Global Guru Summit in 2019. Well, I won’t be at all surprised if you do, because he is the legendary Marshall Goldsmith. With more than one million followers on LinkedIn, this is a man loved and revered by people in business all over the world.

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Coaching Best practices Customer Service Customer Experience 52

ChurnZero

DECEMBER 14, 2018

Advice from Customer Success Experts: Best Practices for Year-End Planning eBook. Download this eBook to learn best practices for closing out the year strong and getting set up for a successful new year. Brooke Goodbary, Customer Success Expert, dataxu. Marcel Andrei, Customer Success and Product Marketing Manager, Paymo.

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Upselling Best practices Education Customer retention 45

ChurnZero

MARCH 3, 2020

In 2018 SaaStr brought their event overseas to Paris for their inaugural SaaStr Europa and in 2019 they had more than 2,000 SaaS leaders and founders attend to experience an immersive two-day event of content and networking. After an awesome first annual in 2019 SaaStock is back in San Francisco this year for an even bigger and better event.

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SaaS Chief Customer Officer Best practices B2B 72

SharpenCX

NOVEMBER 19, 2019

Then, look at your average volume for 2019 so far compared to 2018. If you’ve been handling 10% more interactions in 2019 than you did in 2018, you’ll need to factor that uptick in standard volume when you predict trends for your busy season. Get the ebook. And, the happier your customers will be with the outcome.

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Interactive Voice Response Wait times Contact Center Abandon Call 59