Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service.

Customer Service 87

Customer Service Chatbots Healthcare Wait times 87

Playvox

OCTOBER 12, 2022

According to an article by KPMG , more than $7 trillion dollars will be invested in making work digital by 2023. What are Best Practices for Managing Remote Contact Center Agents? What are Best Practices for Managing Remote Contact Center Agents? Avoid the Temptation to Micromanage. Train Well.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Hodusoft

AUGUST 21, 2023

HoduSoft Participating in The 11th CNC EXPO 2023- Showcasing Cutting-Edge Communication Solutions In today’s increasingly interconnected world, businesses must be equipped with advanced communication solutions. Effective communication solutions are the cornerstone of success for businesses across various industries. Schedule a meeting!!

Contact center software 52

Contact center software contact center solutions Interactive Voice Response Customer centricity 52

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 83

Surveys Feedback Banking Best practices 83

ChurnZero

JUNE 14, 2023

How should I wrangle a constricted company budget to outlast 2023? Based on the facts above and data from my company’s survey, the following recommendations apply widely. Don’t let your customer success team go into 2023 with substandard tools. That’s concerning because CFOs hate surprise churn at the best of times.

Finance 52

Finance Surveys Sales Customer centricity 52

Balto

AUGUST 24, 2022

5 Ways to Turn 2022’s AEP Challenges Into 2023’s Opportunities for Greater Success. While it can seem overwhelming, you can turn challenges into opportunities to create a new business model for 2023’s Medicare AEP. Actionable Steps for a More Successful 2023 Open Enrollment. Medicare AEP Challenges and Opportunities.

Coaching 52

Coaching Scripts Healthcare Education 52

Global Response

JANUARY 23, 2023

In this article, we’ll cover both the what and the how—what customer service goals you should be focusing on in 2023 as well as how you can achieve them. Improve our customer service” “ Improve our customer satisfaction score by 20% in 2023.” Increase our inbound sales leads in 2023.”

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

Playvox

MARCH 7, 2024

Beyond celebrating National Women’s History Month, the commemoration of this date calls for a deeper assessment of how best practices and policies can be adopted to support women’s personal and professional growth. Implement Surveys and Focus Groups Check the road map in your organization and female talent needs.

Best practices 87

Best practices Surveys Consulting Consulting 87

Nicereply

APRIL 3, 2023

Read the best UX/UI cybersecurity tips and tricks for 2023. You can even make use of pop-up surveys that allow you to evaluate your users’ security awareness or add an interactive element to the content. The post Best UX/UI Cybersecurity Tips for 2023 appeared first on Customer Happiness Blog.

Education 52

Education Accountability Scripts Best practices 52

ChurnZero

NOVEMBER 11, 2022

Based on a detailed survey of more than 1,000 Customer Success leaders, this is the most comprehensive study of the evolving CS landscape to date. Related: Which Customer Success best practices should you keep or let go in 2023? Which Customer Success best practices should you keep or let go in 2023?

SaaS 98

SaaS Metrics Best practices Benchmark 98

TeamSupport

DECEMBER 20, 2023

As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. Plan to regularly collect feedback through surveys, social media, and direct communication channels. Maybe you had a banner year—or maybe you’re celebrating just getting through turbulent times.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

CSM Magazine

JULY 14, 2023

To address this, we delve into statistical insights and industry best practices. Moreover, 45% of consumers surveyed by American Express would abandon an online transaction if their queries or concerns were not addressed quickly. According to a study by J.D. But it can be hard to manage.

Accountability 89

Accountability Customer Service Self service Best practices 89

Interactions

JUNE 29, 2023

To determine consumer sentiment about using CX technology, Interactions surveyed 1,000 consumers in the United States in March 2023 and compiled the results in a report entitled “CX and the Consumer: Pitfalls and Possibilities.”

Technology 62

Technology Customer Service Chatbots Best practices 62

Maru Group

JANUARY 17, 2023

By Glyn Luckett Maru/Matchbox | January 2023. Although annual employee surveys and willingness to recommend an employer can be useful for capturing a ‘snapshot’ of an employee’s feelings, it does not provide a holistic understanding of engagement. Determine the measurements that provide actionable insights.

Employee engagement 79

Employee engagement Best practices Surveys Management 79

JivoChat

FEBRUARY 22, 2023

from 2023 to 2030. This guide will provide you with a comprehensive step-by-step overview of everything you need to know about outsourcing your ecommerce in 2023 - from choosing the right partner and evaluating prospective services to implementing cost-effective strategies for maximum return on investment.

outsourcing 82

outsourcing SaaS Accountability Analytics 82

JustCall

MARCH 13, 2023

As per a recent Salesforce survey, one in three salespeople are suffering from declining mental health over the last two years. Laser-Focus on Agent’s Well-Being Whether you’re managing a team of remote or in-person agents, you should always focus on the mental health of your sales agents.

Coaching 40

Coaching Sales Feedback Metrics 40

Hodusoft

SEPTEMBER 27, 2023

HoduSoft a leading provider of unified communication solutions, recently achieved this recognition by winning the prestigious Omnichannel Contact Centre Excellence Award at the 12th BPO Innovation Summit and Awards 2023.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response Contact Center 52

Toister Performance Solutions

MARCH 2, 2023

A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. Agent burnout can lead to: Poor customer service Chronic absenteeism Turnover The survey investigated what factors made agents more at risk of burning out, and what factors made them more resilient.

Contact Center 102

Contact Center Agent burnout Surveys Accountability 102

COPC

NOVEMBER 15, 2023

The second article, “ Onboarding Best Practices: Reducing Attrition in the First 90 Days ” will offer insight and best practices for engaging and retaining new hires. Twenty-five percent of those surveyed said that they did not agree that the recruitment team accurately described the job.

Call Center 95

Call Center Employee engagement Best practices Contact Center 95

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. For agents, it’s an important change of perspective: they need to stay engaged and understand best practices in a way that’s coachable to other agents. In our survey, 46.7%

Contact Center 52

Contact Center Coaching Surveys Scripts 52

delighted

DECEMBER 13, 2022

As we approach 2023, the Delighted team is busy thinking forward: what projects do we want to tackle, what is our big focus, and what improvements do we want to make to our customer and employee experience programs? The goal is to provide a space for you to: Learn best practices from Delighted users and experts.

Management 52

Management Best practices Accountability Surveys 52

Lumoa

OCTOBER 15, 2023

This phenomenon can be attributed to several, but often legitimate, reasons: First, companies are wary of causing survey fatigue among their customers. In some situations, businesses adhere to a well-established practice of collecting customer feedback, aiming to keep their results consistent over time. Lengthy surveys?

Feedback 83

Feedback Analytics Surveys Benchmark 83

Playvox

FEBRUARY 16, 2024

The Role of AI in Quality Management According to a June 2023 McKinsey report , about 75 percent of the value that generative AI use cases could deliver falls across four areas: Customer operations, marketing and sales, software engineering, and R&D.

Quality management 75

Quality management Contact Center Management Best practices 75

Lumoa

APRIL 28, 2024

Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. The company started out as a survey tool for academics and has grown into a multi-product feedback software. Lumoa is more specialized than Medallia and Qualtrics.

Feedback 83

Feedback Consulting Consulting Enterprise 83

JustCall

APRIL 12, 2023

Helps sales reps identify and use the best practices of top performers to improve their sales performance; the real-time analytics feature helps bridge the gap between top and bottom performers. The post 8 Best Gong Alternatives in 2023 to Improve Sales and Leads appeared first on.

Sales 52

Sales Coaching CRM Contact center software 52

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “After the challenging job market we saw in 2023, 2024 will be very different,” Swati says.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ChurnZero

DECEMBER 21, 2022

May they inspire you to take on whatever 2023 hurls warmly sends your way. Once again, SaaS Capital’s Rob Belcher graces our “best of” list with this stat-filled session that distills down the results from their 11th annual B2B SaaS benchmarking survey. Stock up on Customer Success content to fuel your 2023 aspirations.

SaaS 98

SaaS Benchmark Metrics Consulting 98

DMG Consulting

DECEMBER 4, 2023

AI Should Revolutionize Customer Experience 2023 was a tumultuous year for many businesses. Embed AI in all customer-facing departments – use AI technology and appropriate best practices to provide visibility throughout all customer touchpoints; applying customer journey analytics is a great way to start.

Customer Experience 48

Customer Experience Self service Enterprise Contact Center 48

ClearAction

JUNE 25, 2023

My article this year, 23 Customer Experiences Practices You Should Stop in 2023 , is an eye-opener to what we should NOT perpetuate. Good, better, and best practices are subjective. What was good in 2010 is probably not best in 2023. Frankly, most practices today are 2010s methods.

Enterprise 62

Enterprise B2B Surveys Best practices 62

Quiq

FEBRUARY 17, 2023

According to Salesforce’s State of the Connected Customer report, 73% of surveyed consumers expect companies to understand their unique needs and expectations. Increased privacy concerns have made personalization a much more difficult task in 2023. Always get permission from customers before gathering information.

Personalization 77

Personalization Chatbots Best practices Customer Service 77

Playvox

OCTOBER 20, 2023

On the flip side, according to a Zendesk CX 2023 Trends report, 70% of consumers spend more with companies that offer fluid, personalized, and seamless customer experiences. Gather data from as many sources as possible, including social media platforms, emails, customer surveys, positive comments, negative comments, etc.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Lumoa

FEBRUARY 14, 2024

Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. With that said, there are best practices in the CX industry that you should consider when developing a strategy for your own business.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

CSM Magazine

JANUARY 19, 2023

Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment? You will get value from the latest AI-driven tech, I promise, and I encourage you to at least pencil this technology in for serious consideration in 2023 and beyond. Is it agent availability? Is it agent knowledge?

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

Maru Group

AUGUST 13, 2020

This crisis has spurred the industry to band together, to share ideas and best practices. McKinsey’s modeling suggests it will be 2022 or even 2023 before demand recovers. To cope with the need for speed one organization is “trying to do a lot of short, quick surveys. Banding together to share best practices.

Best practices 52

Best practices Healthcare Surveys Consulting 52

DMG Consulting

APRIL 15, 2020

DMG’s 13 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector.

Consulting 62

Consulting Consulting Marketing Management 62

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. Ticket volumes and customer feedback are way up in the last few years.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service CRM Abandon rate Transportation 52