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. Is your CX strategy up to the task of meeting customers’ expectations going into 2024? Today, 73% of customers want companies to cater to their unique needs and expectations.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Horizon CX

APRIL 1, 2024

Voice of the customer (VOC) program: The organization has a systematic process for collecting and analyzing customer feedback. Collect and analyze customer feedback: Establish a system for collecting and analyzing customer feedback. This feedback can be used to identify areas for improvement and track your progress over time.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Horizon CX

FEBRUARY 29, 2024

Provide Ongoing Support and Feedback : Offer ongoing support, coaching, and feedback to employees to help them continuously improve their customer service skills. Solicit feedback from customers through surveys and other feedback mechanisms to gauge satisfaction and identify areas for improvement.

Morale 52

Morale Customer centricity Upselling Feedback 52

Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media. Only 26% feel the feedback they do get helps them do better work.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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

Netomi

MARCH 7, 2022

Here, we break down the meanings behind the terms, and several key best practices to consider weaving into your customer support strategy. A survey 4 from Zendesk discovered that the key customer service principles revolve around empathy, convenience and speed. billion in 2019.

Customer Support 52

Customer Support Customer Experience Chatbots Self service 52

AWS Machine Learning

APRIL 22, 2024

Organizations are facing ever-increasing requirements for sustainability goals alongside environmental, social, and governance (ESG) practices. survey revealed that 87 percent of business leaders expect to increase their organization’s investment in sustainability over the next years. A Gartner, Inc.

Best practices 110

Best practices Benchmark Transportation Engineering 110

JivoChat

APRIL 13, 2021

Chatbots will drive $142 billion in consumer spending by 2024 — a meteoric surge from $2.8 We’ll also share some actionable strategies and best practices to help you decide how to implement customer service automation. Collect survey data. Best Practices for Automating Customer Service. Ask for feedback.

Customer Service 40

Customer Service Chatbots Self service Abandon rate 40