CSM Magazine

DECEMBER 18, 2023

Survey Says: Customer Service Needs Improvement Customer Care Measurement & Consulting (CCMC), a company specializing in customer service research, conducts periodic customer rage surveys. The most recent one from 2020 had some shocking results. 66 percent of U.S.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

BlueOcean

JANUARY 20, 2023

2020 marked the workplace like no other year in recent history. If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. Our updated list of customer care RFP questions keeps these facts top of mind. For remote training? Hourly staff?

Customer Care 62

Customer Care Contact Center outsourcing Employee engagement 62

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. How much has the consumer sentiments changed in your space during 2020 and how is 2021 going to look like? What was the biggest lesson you learned in 2020?

Government 52

Government Customer Care Transportation Benchmark 52

Noble Systems

JULY 15, 2019

According to Gartner, 55% of companies have started to or plan to invest in AI by 2020. Customer care today remains mostly reactive. Businesses wait for a customer to call into the contact center. Then we’ll cover why you should care. The agent was able to resolve the customer’s issue quickly. AI Defined.

Customer Care 70

Customer Care Self service Abandon rate Airlines 70

BlueOcean

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. The Role of Chatbots in Customer Care. “

Customer Care 74

Customer Care outsourcing Chatbots Contact Center 74

Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. We specifically like his wrap-up of customer service blog posts that he curates from a variety of resources and publishes weekly. Top Pick: 20 ways to create an amazing customer service experience in 2020. Nice Reply.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.

Customer Care 62

Customer Care Complaint resolution Government Education 62

CCNG

MAY 10, 2023

You encountered a chatbot that was clueless about what you were inquiring about, one that couldn’t refer you to a “live person” because they weren’t available. Instead of cutting back on service, organizations should be investing in their customer experiences. You waited longer than a few minutes for an answer to a simple question.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

BlueOcean

MAY 11, 2020

It’s late February, 2020. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Three months later – May, 2020. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Place: Your office.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

Skybridge

DECEMBER 21, 2020

I’ve been writing a lot lately about customer expectations, the changes we’re seeing, and how some customer care providers have been able to step up to meet those expectations. Customer needs, expectations and – critically – even many of their core values are undergoing rapid, seismic shifts. You can read more, below.

Customer Care 52

Customer Care Marketing Technology Customer Experience 52

C Space

JUNE 3, 2020

The Brand Move Roundup – June 3, 2020. By aligning corporate values with what customers care about, companies are hoping to build a sense of loyalty and a deeper sense of personal connection, he said. Brand Move Roundup – June 3, 2020. Brand Move Roundup – June 2, 2020. Read More.

Education 52

Education Consulting Consulting Morale 52

BlueOcean

MAY 11, 2020

It’s late February, 2020. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Three months later – May, 2020. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Place: Your office.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

Skybridge

AUGUST 4, 2020

When their most recent results were reported a few weeks ago, I couldn’t help noticing some interesting parallels between their findings and those of Shep Hyken’s 2020 ACA “Achieving Customer Amazement” (ACA) Survey. Not surprisingly, more and more consumers are shopping online and seeking assistance through omnichannel customer care.

Customer Care 52

Customer Care Finance Surveys Sales 52

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key 2020 Trends: Cloud Contact Centers. Customer Journey Mapping.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Connecting the Dots

JULY 27, 2020

The work of John Goodman and Marc Grainer , two of Customer Care Measurement & Consulting’s principals, led to a customer care revolution in the United States, and for both, an ongoing passion to monitor and continuously optimize the customer experience to create a win-win for buyers and sellers.

Customer Care 62

Customer Care Government Engineering Education 62

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. March 20, 2020. March 15, 2020. March 18, 2020. February 12, 2020. March 18, 2020.

Contact Center 221

Contact Center CCNG Best practices Government 221

Skybridge

OCTOBER 20, 2020

Businesses that survive the onslaught successfully will be those that make shopping easy and safe, including convenient digital ordering, creative and efficient fulfillment and responsive customer service, according to Rob Garf, VP of industry insights for retail and consumer goods at Salesforce.” We would love to talk! By Dom Nicastro.

B2C 52

B2C Sales Marketing Personalization 52

Quiq

MAY 28, 2020

Whether your business is interested in opening up several messaging channels, or just one, communicating with customers over messaging can be a breeze. Here are our top picks for digital customer service communication channels in 2020. Connect With Your Customers Effectively. SMS/Text Messaging. Twitter Direct Messages.

Customer Service 52

Customer Service Chatbots Customer Care Feedback 52

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Analytics 48

24-7 InTouch

JULY 13, 2023

It’s no surprise that digital commerce growth spiked in 2020, but it doesn’t stop there. By providing exceptional customer experiences through personalized communication, brands remain competitive. With the help from your dedicated customer care partner, you will be able to reach more customers while saving on costs.

outsourcing 52

outsourcing Customer Care Customer Support Metrics 52

Fonolo

AUGUST 29, 2019

Now: Ready yourself for the dawn of a new customer service decade, and read this timely and useful advice from the mouths of the experts themselves. Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. That won’t go away in 2020, and it will probably still be a requirement in 2050!

Contact Center 121

Contact Center Self service Call Center Chatbots 121

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. As customer demand for outstanding and personalized service increases, so does the cost of delivering it. Botanic Technologies and Capito.ai

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Talkdesk

DECEMBER 18, 2020

Salesforce estimates that approximately 30% of all global holiday purchases in 2020 will be returned—about $280 billion worth of lost merchandise sales. Salesforce also forecasts a 30% increase in service demand for the 2020 holiday season. The onboarding experience for new members should be as high touch and personalized as possible.

Personalization 106

Personalization Sales Customer Care Surveys 106

ShepHyken

DECEMBER 9, 2019

10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. 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. I have added my comment about each article and would like to hear what you think too.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

BlueOcean

MAY 13, 2021

In food and beverage alone, online sales in 2020 saw a 125% increase over the previous year. Baby boomers were the fastest growing demographic in eCommerce, being some of the last holdouts in the transition to online buying, sticking with in-person purchases until the pandemic all but forced them to change. Value: The New Must-Have.

Average Handle Time 62

Average Handle Time outsourcing Customer Care Sales 62

SharpenCX

JANUARY 26, 2021

It’s a new term coined by consumer shipping companies to explain the absolute mess of packages they had to deliver in 2020. Shipping companies had their capacities put to the test in 2020, to say the very least. That’s why this month, we’re crushing on FedEx – a company that stepped up in 2020 and delivered for customers.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

Skybridge

APRIL 14, 2021

Indeed, many “customer-centric” brands of the pre-2020 era are coming to the sobering realization that, in order to fully rebound, they’ll need to do a lot more than “re-open” or scale up. The problem: COVID exposed several gaping holes in their customer care providers’ desire or ability to do the same.

Customer centricity 52

Customer centricity Customer Care Self service Personalization 52

Fonolo

JANUARY 26, 2021

The First Person Who Was Put on Hold. In the early days of the telephone, being put on hold was something brief that a sweet-sounding operator did while connecting you to the person you wanted to call. We don’t know the first person who was kept waiting on hold, but you can bet they were pretty annoyed.

Technology 108

Technology Call Center Enterprise call center solutions 108

Interactions

JUNE 17, 2021

I’m going to spend some time reflecting on a few of these predictions and the effect, if they prove to be true, that they will have on customers long term. . Customer Service will get Increasingly Conversational”. Customer experience will get more conversational and the trend of fast-to-market answer bots will be one of the past.

Self service 62

Self service Contact Center Customer centricity Customer Experience 62

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Playvox

NOVEMBER 16, 2021

In 2019, the lifestyle brand had 12 customer care agents. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team. Since going live in 2020, Sweaty Betty leaders have conducted more than 4,000 agent quality assessments, a number the team couldn’t have hit using a manual approach.

Quality management 78

Quality management Management Coaching Contact Center 78

Skybridge

SEPTEMBER 1, 2020

There’s no point in sugar-coating it: 2020 has been a year of unprecedented challenges, unknowns, headaches and, at times, heartaches. In it, he celebrates four remarkable advances that many brands, marketers, and customer care leaders have managed to make, not just in spite of the pandemic but as a result of it. Quicker Pivots.

Customer Care 52

Customer Care outsourcing Marketing Consulting 52

CSM Magazine

NOVEMBER 17, 2020

Reuters Events are excited to announce their next free customer service webinar: ‘Meeting Consumer Demands for Frictionless Mobile Support Experiences’. In the age of digitalization, loyalty is fleeting – Consumer demands are constantly evolving, and 2020 has seen a reinvigorated demand for digital and mobile experiences.

Customer Care 52

Customer Care Customer Service Marketing Personalization 52

Interactions

NOVEMBER 14, 2019

trillion between 2020 and 2023. It not only means adapting to new technologies, but also taking into account the changing needs of customers, shifts in society, and changes in industries. Digital Transformation for Customer Experience. Customer care is often the number one way customers interact with brands.

Customer Care 82

Customer Care Technology Personalization Enterprise 82

TechSee

APRIL 3, 2018

Considering churn is closely linked to customer satisfaction, companies are attempting to transform their customer experience to meet consumers’ high expectations. In fact, data from Walker predicts that customer experience will overtake price and product as the key brand differentiator for B2B by 2020.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

24-7 InTouch

OCTOBER 21, 2021

In early 2020 when the pandemic initially hit, brick and mortar retailers had to quickly shift to optimize their online presence, and companies worldwide had to think innovatively to survive in such a trying time. . The Covid-19 global pandemic has accelerated the adoption and execution of digital transformation solutions across the globe. .

call center association 52

call center association Call Center Interactive Voice Response Customer Care 52

BlueOcean

JUNE 17, 2021

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. Customer care is often a 24/7/365 job, and the slightest disruption has the potential to impact your reputation and brand loyalty.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71