Transparent BPO

DECEMBER 19, 2019

As the curtain closes on 2019, we wanted to highlight the most popular blog posts of the year. How did Belize fare at the end of the 2019 hurricane season? How Call Centers Can Help Close the Customer Experience Gap in 2019. Training for Behaviors (Not Metrics) Key to Agent Success. Here they are, in order of popularity.

outsourcing 90

outsourcing Contact Center Call Center Metrics 90

Interaction Metrics

FEBRUARY 10, 2020

10, 2020 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2019 Gold Award. To achieve the Gold Award, Interaction Metrics sent surveys to Yaskawa customers and employees. QCI Score was developed to counteract overly simplistic metrics that lack accuracy and actionability.

Metrics 62

Metrics Surveys Feedback Customer Experience 62

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Customer Service 75

Customer Service Self service Best practices Metrics 75

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . The post Customer SuccessCon Berkeley 2019 Takeaways appeared first on ChurnZero.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

ShepHyken

DECEMBER 9, 2019

4 Metrics Your Call Center Needs to Track in 2020 by Ben Ringshall. The post 5 Top Customer Service Articles for the Week of December 9, 2019 appeared first on Shep Hyken. These brands know how to get customers to come back again and again. Follow on Twitter: @Hyken.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

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. Key Product Metrics to Track. Intercom (@intercom) February 5, 2019. CS Tips to Scale.

SaaS 53

SaaS Benchmark Metrics B2B 53

Comm100

JANUARY 18, 2022

As 2020 saw a major increase of 18% compared to 2019, it appears that chat duration is normalizing as more teams adopt live chat for the majority of customer interactions. The post Live Chat Metrics 2022 – Benchmark Data appeared first on Comm100. Chat duration stayed steady. Download the report.

Benchmark 52

Benchmark Metrics Wait times Quality management 52

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. For those who didn’t get to attend, or for those that attended and want a recap, we compiled a list of our top ten Customer Success takeaways from TSW 2019. Karen (@PVSKC) May 7, 2019. ChurnZero (@churnzero) May 7, 2019. ChurnZero (@churnzero) May 7, 2019.

Technology 74

Technology Upselling Enterprise Metrics 74

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

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

Interactions

JANUARY 16, 2019

We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry. So, 2019 may be the year we see more companies ditching the DIY effort and turning to the IVA experts. Conversational AI. Rethinking success. What does success look like?

Chatbots 59

Chatbots Customer Care Metrics Contact Center 59

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Read on about these industry issues and trends so that you can power-up and defy the odds in 2019. It’s a bird! It’s a plane! And we’ve got you covered.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Talkdesk

MAY 10, 2019

Sheila McGee-Smith of McGee-Smith Analytics and Patrick Russell, Principal, Product Innovation Marketing at Talkdesk, joined together in a recent webinar to discuss the five must-haves for the 2019 call center. Metrics can help to answer key questions about the operational effectiveness of your contact center.

Call Center 50

Call Center Average Handle Time Chatbots Contact Center 50

ShepHyken

JANUARY 18, 2019

Time to start planning for your 2019 customer experience initiatives. Given the current state of technology, your strategic goals must now go beyond improving metrics. Technology is on your side. It’s a crucial part of the contact center and the longer you wait to deploy it the further behind your competition you fall.

Customer Experience 234

Customer Experience Airlines Average Handle Time Contact Center 234

VHT

MARCH 28, 2019

Solving these CX struggles can greatly improve a company’s growth potential, reputation and key business metrics. Brands can really struggle with CX when they start ignoring what their customers want and expect, and instead place their sole focus on business metrics such as revenue. Losing sight of their customers. Lack of consistency.

Metrics 48

Metrics Customer centricity Customer retention Feedback 48

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. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Quadient

AUGUST 7, 2019

How insurance companies can decide on which CX Metrics to use. Wed, 08/07/2019 - 15:13. In most organizations, including insurance, it is difficult to get agreement on which metrics should be used to proactively monitor, measure and improve CX. When your audit is complete you will have gathered a large number of metrics.

Metrics 52

Metrics Journey mapping Healthcare Marketing 52

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 49

SaaS Chief Customer Officer Education Consulting 49

CSM Magazine

JANUARY 23, 2019

With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. Innovating for the CX, not focusing on metrics. There are increasing numbers of brands focusing on the CX rather than basic contact center metrics, which is a positive move for the industry as a whole.

Contact Center 55

Contact Center Coaching Chatbots Analytics 55

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. Set up recognition programs, with the right metrics, to really increase morale - not just of the winners but of the entire team.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

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. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 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

Beyond Philosophy

JANUARY 12, 2023

They see that living by numbers and metrics will not provide the big-picture vision that CEOs need. From 2010 to 2019, two-thirds of organizations did not improve their customer satisfaction, while all the effort went into improving Customer Experience. He says organizations will move to explore how people think about experiences.

Engineering 195

Engineering Quality management CRM Customer Experience 195

ShepHyken

JUNE 25, 2021

Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum. Recognize the right behaviors and reinforce with incentives, promotions, metrics, and more. This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. Yes, change is hard.

Customer centricity 295

Customer centricity Coaching Consulting Consulting 295

Contact Center Pipeline

MARCH 28, 2019

How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like Net Promoter Scores (NPS) and Customer Satisfaction (CSAT)?

Contact Center 133

Contact Center Technology Analytics Metrics 133

Kayako

JANUARY 3, 2019

Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. So, if you’re just thinking of starting 2019 by applying a customer experience strategy to your business – here are some key trends you might want to keep an eye out for to help you get started.

Customer Experience 48

Customer Experience Analytics Big data Personalization 48

bold360 Blog

FEBRUARY 27, 2019

Everywhere, agents are working frantically to hit target metrics for response and resolution time, fielding one call after another as fast as possible. As for those time- and volume-based metrics—don’t be surprised if they go by the wayside, replaced by customer satisfaction metrics. Goodbye burnout, hello meaningful work.

Chatbots 40

Chatbots Metrics Self service Accountability 40

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. . Gartner predicts that by 2019 more than 50% of organizations will redirect their investments to customer experience innovations.”.

Chatbots 94

Chatbots Banking Feedback Customer centricity 94

Fonolo

FEBRUARY 14, 2023

FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Automated reporting and analytics systems provide real-time insights into key metrics, ensuring agents spend their time well and signaling areas where more support or training may be needed.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. ” – 88 Call Center Statistics You Must Read: 2019 Data Analysis & Market Share , Finances Online; Twitter: @Financesonline. Better Agent Performance.

Call Center 207

Call Center outsourcing Contact Center Finance 207

ClearAction

MARCH 27, 2021

NPS) and customer service and success metrics are about your firm, product or people. 181 CEO members of Business Roundtable signed a declaration in August 2019 that the mindset of “purpose of business is maximizing value for shareholders” is outdated. A companion metric is ease of work, which tracks value from the employee viewpoint.

Customer Experience 77

Customer Experience Metrics Benchmark Advertising 77