ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. The post 5 Top Customer Service Articles for the Week of September 23, 2019 appeared first on Shep Hyken. (CMSWire) Artificial intelligence (AI) is here.

Journey mapping 246

Journey mapping Customer Service B2B Analytics 246

ShepHyken

JUNE 10, 2019

My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys). The post 5 Top Customer Service Articles for the Week of June 10, 2019 appeared first on Shep Hyken. The common theme is that they are short and easy on the customer. Follow on Twitter: @Hyken.

Customer Service 274

Customer Service Surveys Customer Experience Feedback 274

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services.

Feedback 83

Feedback Best practices Surveys Enterprise 83

Aspect

MARCH 8, 2019

Instead of sticking with the status quo, we’re shaking things up and supercharging the conference based on feedback from past attendees. One of the things we’re most excited about for ACE 2019, which will be held at the Venetian Resort in Las Vegas, July 29 – August 1, is our revamped agenda. Learn more about ACE 2019 here.

APIs 100

APIs Interactive Voice Response Feedback Customer Experience 100

ShepHyken

FEBRUARY 11, 2019

The author posted additional content when she posted and responded to comments and feedback. 15 Net Promoter Score Statistics You Need To Know In 2019 by Anna Pogrebniak. Lumoa) With the growing understanding of customer experience importance, more and more companies are closely watching their customer feedback.

Chief Customer Officer 142

Chief Customer Officer Customer Service Feedback Customer Experience 142

360Connext

NOVEMBER 16, 2018

What will happen in 2019? CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective.

Customer effort 120

Customer effort Journey mapping Wait times Customer centricity 120

Nextiva

JANUARY 25, 2019

Nextiva Reviews and User Feedback Business […]. The post 2019 Nextiva Reviews & Ratings From Top Sources & Verified Users appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. In this post, we go into some of our genuine Nextiva reviews, top features, and pricing.

voip 104

voip Feedback Sales Marketing 104

Zingtree

JANUARY 16, 2019

In a recent Call Centre Helper article , their panel of experts has published their call center predictions for 2019, ultimately defining how they believe the industry will evolve this year. Customer Feedback Will Be Used More to Improve Experiences. Related: 7 Ways to Ensure You Get More Customer Feedback.

Call Center 79

Call Center Construction Self service Scripts 79

Wowdesk Blog

MARCH 6, 2020

Customers are allowed to share any feedback or suggestions to improve a business since this valuable information is the key to business success. According to Microsoft’s global customer service stat report, 54% of customers have higher customer service expectations in 2020 as compared to 2019. Why you should ask for customer feedback?

Feedback 80

Feedback Surveys Customer retention Personalization 80

Aspect

AUGUST 7, 2019

If you missed ACE 2019 last week you may have been suffering from some serious #FOMO (fear of missing out). The post ACE 2019 Recap: Aspect Master Program appeared first on Aspect Blogs. Are you making your plans for ACE 2020 yet? Congratulations to all of our Master Program participants!

Interactive Voice Response 73

Interactive Voice Response Best practices Feedback Management 73

ProProfs Blog

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! But is that all you aim to offer in 2019 too? Feedbacks to their previous support experience. But worry not, we’ve got you covered. If yes, then it is time you get over this basic software.

Customer Service 116

Customer Service Multichannel Self service Scripts 116

Aspect

MAY 9, 2019

Based on your feedback, we’ve been fine-tuning our breakout session tracks. The post ACE 2019: The Master Program Track appeared first on Aspect Blogs. I hope you’re planning on joining us at ACE this summer. New for this year is the Master Program track , which is now part of our improved certification program. It’s go time!

Education 90

Education Interactive Voice Response Feedback Management 90

Provide Support

JUNE 28, 2019

In fact, according to Microsoft research 52% of people around the globe believe that companies need to take action on feedback provided by their customers. Furthermore, that report also suggests that brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback. (.). Read more.

Feedback 59

Feedback Customer Experience Customer Service Best practices 59

Aspect

AUGUST 12, 2019

One of the most anticipated sessions of ACE 2019 kicked off on Tuesday, July 30 with an energizing introduction from Aspect CMO Michael Harris, followed by CEO Patrick Dennis sharing observations from his first 175 days. Moving forward, we’ll continue to focus on living up to the commitments we make to our customers.

Engineering 103

Engineering CRM Technology Feedback 103

GetFeedback

APRIL 3, 2019

How does feedback play a role at YETI? Feedback is very important and luckily we have GetFeedback! Feedback is our lightning rod to address issues and it’s also our north star to be able to prioritize our projects, processes, and improvements. Now with GetFeedback, we have concrete information that we can speak to.

Feedback 88

Feedback Surveys Analytics Coaching 88

TeamSupport

DECEMBER 14, 2018

Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. 2) Basic live chat isn’t good enough anymore – Having only basic chat on your website was becoming outdated last year and moving into 2019 it’s even worse. We hope you found these trends valuable!

Customer Service 111

Customer Service Scripts B2B B2C 111

Avoxi

JANUARY 7, 2020

2019 was a record-breaking year here at AVOXI and I'm proud to say this is just the beginning. Thanks to your willingness to provide feedback through product surveys, "voice of the customer" interviews, and beta product programs, we were able… The post CEO Message: Closing Out 2019 With a Bang and Coming In Hot to 2020!

Surveys 62

Surveys Feedback 62

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

InGenius

DECEMBER 19, 2019

With 2019 coming to a close, Upland Software raised a toast to the team and took a retrospective look at the successes of the past year. Upland made multiple acquisitions in 2019, including the team here at InGenius, giving us a leg up to herald in the new decade for even greater success. Pretty good for 2019!

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

ChurnZero

FEBRUARY 15, 2019

CustomerSuccessMaven (@TheCSMaven) February 5, 2019. Shamanth Shankar (@shamanthshankar) February 5, 2019. Heather Zynczak (@hzynczak) February 5, 2019. Shamanth Shankar (@shamanthshankar) February 5, 2019. Intercom (@intercom) February 5, 2019. Lovisa Johansson (@lillajja) February 5, 2019.

SaaS 53

SaaS Benchmark Metrics B2B 53

Maru Group

JANUARY 8, 2019

As household names like House of Fraser and Marks and Spencer push forward with restructuring plans, we explore four key customer experience trends that will make or break retailing brands in 2019. 2019 is therefore all about bringing people and technology together to positively impact how customers interact with a brand.

Customer Experience 56

Customer Experience Feedback Sales Technology 56

GetFeedback

DECEMBER 16, 2019

But you already know what you need to do: collect customer feedback. However, you can’t find a compelling reason to push you beyond the barriers that get in the way of doing it; lack of an efficient way to collect feedback, fear of criticism, and being complacent. Let’s get started. Improve customer experience .

Feedback 78

Feedback Surveys Wait times Morale 78

AskNicely

AUGUST 17, 2018

A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. We attach a happiness number to that feedback. “It

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

Vonage

JANUARY 30, 2019

From waterfall to agile and beyond, the common thread is to create tightly coordinated teamwork that operates in short, feedback-led bursts. The tenth was simply an acknowledgement that some teams will have such a full agenda of their own making that none of the ones mentioned here, make it onto their 2019 action plan.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Improving the experience with actionable customer intelligence Listening to customers, and acting on their feedback, is a vital part of continually improving the experience and building loyalty.

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

DMG Consulting

JULY 31, 2019

DMG Consulting Releases 2019 Call Tracking Product Report. What: Releases 2019 Call Tracking Product Report . When: Today, 17 July 2019. DMG expects revenue in the call tracking market to grow by 10% – 15% in each of the next 3 years, 2019 – 2021. Improved marketing effectiveness for the digital era.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. When: Today, 28 August 2019.

Consulting 48

Consulting Consulting Contact Center Analytics 48

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty.

Marketing 71

Marketing Metrics Service level Accountability 71

Spearline

JANUARY 9, 2019

We have a number of key developments happening in 2019 that we’re excited to share with you: Spearline Management Reports. We’re pleased to announce that from Q1 2019, we will be issuing our customers with monthly management reports. Q4 2019. 'Patrick’ UI Redesign. 'Patrick' Manual Testing App.

Benchmark 40

Benchmark Surveys Engineering Feedback 40

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. 11/12/2019. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. When: Today, 12 November 2019. improvement.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Etech GS

APRIL 30, 2019

Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . Ensure agents have the tools they need to be successful, including equipment, training, and thoughtful feedback. Ask for customer feedback about your self-serve options using surveys or other feedback tools.

Contact Center 71

Contact Center Coaching Healthcare Feedback 71

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. When: Today, 3 October 2019. OnviSource is covered at a high level.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

ShepHyken

OCTOBER 18, 2021

Improve Customer Experience & Your Brand With Feedback by Jason Grier. CMSWire) Feedback is everywhere these days. My Comment: Feedback is a gift. I’m a big fan of feedback, but remember that it is a history lesson. Is your business keeping up? It’s what happened “yesterday.”

Customer Service 207

Customer Service Airlines Feedback B2B 207

Stafford Communications

JULY 9, 2019

The Art Of Delivering Feedback. One of the simple truths of people management – in any industry – is that your employees require feedback. The ability to effectively deliver (and humbly receive) constructive feedback is a must-have for anyone with supervisory responsibility. By: CJ Stafford , President. Deliver it in person.

Feedback 40

Feedback Construction Call Center Consulting 40