bold360 Blog

FEBRUARY 19, 2020

CXNext 2020: Engagement Redefined. May 12, 2020. We’ll be looking at practical, actionable case studies to see how other companies have solved their biggest CX challenges. Learn more and grab your spot at CXNext , and we’ll see you in Boston on May 12, 2020. Boston Marriott Long Wharf Hotel, Boston, MA.

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Engineering Technology Customer Experience Marketing 52

Select VoiceCom Blog

JANUARY 8, 2024

SVC partners with a New York media outlet SVC began an outsourcing partnership with a New York media outlet in 2020 to assist them in customer service and retention as well as tech support. Click the button below to download the case study today and read the full success story!

Customer retention 52

Customer retention outsourcing Metrics Customer Support 52

Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Top Pick: 20 ways to create an amazing customer service experience in 2020. And their mix of fun, quirky illustrations with a great UX, detailed information, and relevant case-studies make it one of our go-to resources. Jeanne Bliss.

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Customer Service Chief Customer Officer Contact Center Call Center 136

Callminer

SEPTEMBER 1, 2020

Later on, breakout sessions led by customers, Avadyne Health , Gant Travel , and more offered some powerful case studies including an analysis from Direct Dialog’s Marvie Wright on how speech analytics helped their virtual workforce yield 10% more revenue. CETX 2020: It was a cyber success. The show goes on.

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Entertainment Contact Center Analytics Customer Service 182

bold360 Blog

JANUARY 15, 2020

To help narrow the field of possibilities, we sat down with someone who has a finger on the pulse of our customers and what they are looking to achieve in 2020, for episode 11 of CXNext Live. We think 2020 is going to be a huge year for CX technology. The truth is, we’re all looking to collaborate.

Chatbots 52

Chatbots Self service Best practices Technology 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Chief Customer Officer 80

Chief Customer Officer Sales SaaS Customer centricity 80

Eptica

JULY 29, 2020

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Published on: July 29, 2020. Author: Guest author: Jeanne Bliss In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother?

Customer Experience 98

Customer Experience Airlines Best practices Personalization 98

Eptica

JULY 15, 2020

Date: Wednesday, July 15, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Published on: July 15, 2020. In our latest guest post we’re sharing a key case study from Wo uld You Do That To Your Mother?, Titled Would You Do That To Your Mother?

Customer Experience 119

Customer Experience Best practices Customer Service Personalization 119

BlueOcean

DECEMBER 8, 2020

In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training. The Results: Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!). Get your Case Study Download today for more details.

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Customer Care outsourcing Government Coaching 62

ShepHyken

APRIL 11, 2022

Harvard Business Review) In February 2020, Panera Bread announced the Unlimited Sip Club and rocked the coffee world. The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month. For just $8.99 Or, do they? That’s all the coffee you can drink.

Customer Service 162

Customer Service Employee engagement Customer Experience Personalization 162

BlueOcean

DECEMBER 17, 2020

A Case Study in Strategic Partnership. As with almost everything in 2020, the challenge was escalated with the addition of COVID-19, as well as wildfires in the western United States. For all the juicy details, download the full case study today.

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Best practices Enterprise Technology Management 62

ShepHyken

DECEMBER 9, 2019

Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning. 4 Metrics Your Call Center Needs to Track in 2020 by Ben Ringshall. Fonolo) As we head into 2020, data is becoming more crucial for successfully running a call center than ever.

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Airlines Customer Service Customer centricity Call Center 177

ShepHyken

MARCH 3, 2019

Relay) As we near the landmark year of 2020, the answers to once easy support questions are not as clear. Here are four short case-studies from four recognizable brands that may give you a few ideas on how to leverage omnichannel. How the Internet of Things is Changing Customer Service b y Alan Finlay.

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Customer Service Customer retention Customer Experience Marketing 238

ChurnZero

JULY 31, 2024

This shift has been prominent over the last several years, with the annual Customer Success Leadership Study reporting that while just 24% of CS organizations utilized community in 2020, this had jumped to 32% by 2023. ChurnZero redesigned its customer community to put organic engagement and useful content front and center.

Chatbots 105

Chatbots B2B Education Consulting 105

ShepHyken

DECEMBER 4, 2020

But make sure you do something to position yourself for the 2020 customer. Customer Experience Roadmap Case Study. So, take the time to build your customer experience roadmap and align your budgets with it. Do it yourself, or engage with a customer experience consultant like us. They deserve it. Let’s put this in practice.

Customer Experience 354

Customer Experience Airlines Customer centricity Surveys 354

Aspect

MARCH 2, 2020

A case study from a customer who has been through a recent upgrade/deployment of Aspect WFM . With so much to offer, are you truly using your WFM solution to the fullest? Here’s your opportunity to find out and learn more about the possibilities. . We’ve put together some exciting announcements and sessions, including: .

Management 62

Management Customer Experience 62

Dialer 360

MARCH 20, 2020

Here are 7 Leading call center blogs and magazines that are already most visited in 2020. Customer Experience Magazine is an online magazine packed full of industry news, blogs, features, reports, case studies, video bites, and international stories, etc. 1 The Call Center School. Best strategies for a campaign and marketing.

Call Center 38

Call Center Contact Center voip Consulting 38

TechSee

JANUARY 28, 2020

This led to millions of No Fault Found (NFF) returns, a three-letter acronym that continues to haunt retailers and impact balance sheets well into 2020. 2020 Outlook. 2020 will likely be the first year when retailers test these new technologies en masse. As expected, they didn’t always do so successfully.

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Wireless Self service Sales Chatbots 136

REVE Chat Blog

MARCH 4, 2020

Case studies – Case studies quench the needs of sales ready leads who look for concrete details on product ROI and benefits. In fact, 42% of B2B buyers find case studies to be valuable in the buying process. You can focus on blogs, case studies, meta changes, interlinking, etc. .

B2B 71

B2B Best practices CRM Sales 71

Eptica

MARCH 18, 2020

Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. Published on: March 18, 2020. You might also be interested in these posts: Customer Service in 2020: Reflect, Refocus, Reignite.

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Self service Customer Service Best practices Technology 79

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The 2020 Customer Success Trends Toolkit. 5 resources to set your CSMs up for success. The Human Duct Tape Show Podcast.

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Chief Customer Officer SaaS Education Best practices 70

Ann Michaels and Associates

JANUARY 7, 2021

In a very controversial year, from politics to how COVID was handled, one thing we can all agree on and that is that 2020 changed eCommerce forever. Beginning in March of 2020, these companies had their challenges, but rose to the occasion. They are a good case study because when they launched online, they semi-launched.

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Consulting Consulting Sales Marketing 52

Aspect

JUNE 8, 2020

Originally scheduled as a live event, Forrester CX No r th America , June 16 – 18, 2020 , has transitioned to a virtual conference , and we’re pleased to have the opportunity to participate in this new format as a Presenter Sponsor.

Self service 62

Self service Banking Best practices Customer Experience 62

Global Response

JANUARY 31, 2024

Between 2020 and 2021, cyberattacks increased by 68%. Let’s look at a couple of case studies to see the benefits of outsourcing IT support in action. You nix all of those costs from your budget without sacrificing any of the quality. And that number has only continued to grow.

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outsourcing Technical Support Best practices Education 62

customer sure

FEBRUARY 1, 2023

Part of this approach is their customer feedback process, which they introduced in 2020, with the help of CustomerSure. And we have a heap of case studies to prove it. We’ve been proudly working with the team ever since to help drive improvements in key performance indicators around customer engagement and experience.

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Feedback Morale Metrics Customer Experience 62

Aspect

APRIL 5, 2021

I remember how pumped I was about the plan my team and I had set out to achieve in 2020. It s ound ed like such a great plan in January of 2020 — just two months later, it was an impossible feat. We would love the opportunity to r eview the results with you and further identify focus areas to consider.

Enterprise 62

Enterprise Schedule adherence Contact Center Consulting 62

CSM Magazine

MARCH 1, 2022

The new Calabrio solution which includes seamless integration with Amazon Connect, the cloud-based Contact Centre as a Service (CCaaS) from Amazon Web Services, was rolled out in 2020. To find out more, read the full Cazoo case study here. As a result of the new set up, Cazoo has realised a series of significant benefits.

Management 59

Management Multichannel Finance Employee engagement 59

BlueOcean

AUGUST 27, 2020

Check out these articles: 60 Customer Care RFP Questions for the Contact Center of 2020. Real-life sneak peek: In December of 2019, Blue Ocean was awarded a significant piece of new business supporting members of a major sports association with a launch date set for March 2020. Need more help finding this type of outsourcer?

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outsourcing Customer Care Government Contact Center 62

C Space

MARCH 13, 2020

C Space put together an express package, utilizing a 2-day-long workshop for their clients, and worked with bespoke customer communities to discover what makes a best-in-class live digital experience in 2020, as well as inspirational case studies from other live digital experiences such as Peloton, Apple, The Superbowl, and The Bachelor.

Metrics 52

Metrics Feedback Technology Personalization 52

ShepHyken

DECEMBER 13, 2019

Does the vendor have proven case studies in your sector? Read Shep’s latest Forbes article: 20 Ways To Create An Amazing Customer Experience In 2020. Refer to recommendations, reviews and compare each supplier. Talk to friends or associates in similar industries who you trust for honest vendor reviews.

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APIs Enterprise Government Customer Experience 254

CSM Magazine

APRIL 27, 2023

The Compliance Challenge In May 2020, the Council was launching a new paid-for Garden Waste Collection service. It received political approval to proceed in January 2020, with the launch to take place from the start of May. On top of this, the time-scales of the project were tight; the project was originally scoped in September 2019.

Interactive Voice Response 52

Interactive Voice Response Accountability Personalization Management 52

Fonolo

JANUARY 11, 2022

The book includes case studies from Canadian Tire Financial Services, MedSolutions, and VSP Vision Care, to help managers learn strategies that bolster call center performance. Diversity in the Workplace: Eye-Opening Interviews to Jumpstart Conversations about Identity, Privilege, and Bias (2020), Bärí A.

Call Center 81

Call Center Marketing Management First call resolution 81

Hodusoft

MAY 10, 2024

Post 2020, with remote work becoming the norm rather than an exception, companies quickly adapted their operations to support remote work for customer service agents. Case Studies and Success Stories Review case studies and success stories from existing customers to understand real-world implementations.

virtual call center 52

virtual call center Call Center Contact Center call center software 52

Inbenta

DECEMBER 14, 2021

Prevent fraud, resulting in significant savings ( detected motor insurance fraud was valued at £602 million in 2020 ). Case studies. Case study 1: AG2R. Case study 2: DKV. Speed up average handling times (AHT) and increase first-contact resolution. Ask: Provide account access and support.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

NICE inContact

MAY 12, 2017

Case Studies: Contact Center Strategies for Skype for Business Deployments Representatives of two companies that have deployed contact centers that integrate with Skype for Business, from HarborOne Bank and 7-Eleven, joined me to discuss their implementations.

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

The Petrova Experience

NOVEMBER 10, 2020

Last year, I believed 2020 would be the year of customer experience. We are not, however, going to read case studies of companies that have actually invested money to build the proper journeys for consumers. One big black hole for executive teams. 2021 will give us some small customer experience wins.

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Customer Experience Education Banking Call Center 98

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. Let’s explore the top 6 chatbot examples of 2020. A Chatbot to Help Mortgage Applications .

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Chatbots Customer Service Banking Healthcare 60