Nicereply

MARCH 5, 2019

Our feelings about work are especially important in customer support, where our moods have the potential to affect our customers. 92% of customers believe that an agent’s happiness at work affects their experience. Customer support employees provide higher-quality support when they’re happy at work.

Customer Support 85

Customer Support Construction Scripts Customer centricity 85

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

ShepHyken

NOVEMBER 13, 2019

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. He shared a case study that I’ve often thought about and even referenced in my articles and videos. A great service experience stood out.

Customer Service 287

Customer Service Consulting Consulting Surveys 287

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. Also, enabling them with the right technologies that drive seamless interactions with your sales and customer support teams is equally important.

B2B 365

B2B Journey mapping B2C Telecommunications 365

aircall

NOVEMBER 9, 2022

To gain deeper insight into the potential cost savings of switching to Aircall, we commissioned Forrester Consulting to conduct a Total Economic Impact™ study. The results of the study are for a composite organization representative of interviewed customers. That seems to be the industry consensus. 91,783 in year 2.

voip 62

voip Consulting Consulting Sales 62

aircall

OCTOBER 13, 2022

According to a recent commissioned Forrester Consulting study, The Total Economic Impact™ of Aircall, a composite Aircall customer recovered $31.7K in operational expenditure over three years— all while saving eight minutes per hour per person in sales and support teams. That’s a lot! What’s their goal?

Management 118

Management Sales Consulting Consulting 118

Beyond Philosophy

MAY 10, 2016

Earlier video campaigns like ‘TD Thanks You’, where ATMs gave customers personalized gifts, and received over 20 million views, began this ‘out of the box’ approach, absolutely unique in the retail banking world. It was one of the most successful marketing programs of 2014: https://www.thinkwithgoogle.com/case-studies/td-thanks-you.html.

Marketing 186

Marketing Banking B2C Consulting 186

Fonolo

APRIL 1, 2021

AI is another big topic — specifically, how new technology in this space can help contact centers create a seamless customer support journey. As President & Principal Analyst at COMMfusion , Blair provides analysis and consulting services to industry leaders and has authored many highly acclaimed studies on the subject.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Beyond Philosophy

MAY 15, 2017

Empower the customer to connect across channels, enable them to start on one channel and seamlessly go onto the other. For example, they complain via one social media platform, make sure they can as easily reach out to customer support via email and phone. The post Revealed: Prepare Your Customers For Next U.S.

Omni-channel support 333

Omni-channel support Marketing Sales Technology 333

aircall

NOVEMBER 23, 2022

A Forrester Consulting study found that, by implementing Aircall’s cloud-based phone solution, businesses experienced a 373% ROI. Many businesses operate internationally, so their sales and customer support teams will need to be able to make calls around the world. Moreover, they saw a hugely beneficial $219.3K

Consulting 62

Consulting Consulting CRM Wait times 62

ShepHyken

DECEMBER 4, 2020

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. But make sure you do something to position yourself for the 2020 customer. What is a Customer Experience Roadmap? They deserve it.

Customer Experience 348

Customer Experience Airlines Customer centricity Surveys 348

CSM Magazine

JANUARY 23, 2023

Over 70% of UK organisations which offer contact centre services are failing to implement new ways of communicating with their customers, a new survey shows. Founded in 2011, Sigma employs over 4,000 people and is expanding its operations from state-of-the-art contact centres in the UK, Australia and South Africa.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Surveys Consulting 52

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. The same study also found that many companies now perceive digital communication as the “new lifeblood” for business.

Employee engagement 108

Employee engagement Consulting Consulting call center software 108

CSM Magazine

APRIL 7, 2022

Customer contact center operations are set to undergo transformation to improve customer experience (CX) delivery, finds new research from Frost & Sullivan. The world we live in today means we can host a customer support location for anywhere in the world and scale it rapidly.”

Customer Experience 52

Customer Experience Contact Center Consulting Consulting 52

Beyond Philosophy

NOVEMBER 28, 2017

From my blog covering what Metro does to distinguish its banking experience: “…what further distinguishes Metro are some of the little touches – free lollipops on the counter for the kids, and water bowls for customers’ dogs. As Hill has noted: “There are always some economic case studies that prove cutting costs or raising fees makes sense.

B2C 207

B2C Banking B2B Customer advocacy 207

SmartKarrot

NOVEMBER 2, 2020

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate. Glide Consulting. Source: Unsplash.

Consulting 10

Consulting Consulting Coaching SaaS 10

Vcaretec

JULY 18, 2023

Make sure your vendor for customer support outsource has all the information they require to perform effectively. Consult with your influencers before contacting anyone contact center vendor. Access to expertise: Call center outsourcing provides access to experienced professionals who specialize in customer support.

outsourcing 98

outsourcing Call Center Contact Center Best practices 98

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Top Pick: Creating a winning customer-centric marketing strategy. Top Pick: Knowledge management and missed opportunity.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Taylor Reach Group

NOVEMBER 22, 2017

Today, every Customer Service organization deals with between 350 (being the absolute lowest) to 700 different variables when it comes to managing and running a Contact Center. This is why we now need to be looking at Customer Service in a structured fashion. This is the benefit of using consultants.

Contact Center 71

Contact Center Consulting Consulting Best practices 71

Nicereply

MARCH 28, 2019

Putting yourself in customer’s shoes can really help you to empathize and keep your customer responses genuine and honest. Customer service is one of the most powerful factors that affects loyalty and sales. Providing great customer support might seem easy in theory, but it is actually pretty challenging in practice.

Customer Service 89

Customer Service Consulting Consulting Scripts 89

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Diane has a proven ability to identify opportunities in customer interactions, partnering with companies of all sizes to enhance their customer experience practices.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CSM Magazine

MAY 15, 2023

Educate and empower company representatives Customer experience in healthcare widely depends on the quality of interaction between your customers and the employees. Further in the blog, we have discussed more ways to foster customer brand loyalty. Customer self-service opportunities should be enhanced.

Healthcare 52

Healthcare Customer Experience Chatbots Consulting 52

GetFeedback

FEBRUARY 15, 2019

Research shows that the best customer experiences stem from an employee developing an emotional connection with a customer. In fact, studies have shown that emotions are the biggest driver for decision-making, as more than 50% of the experience is linked to emotion. Focus on team training and development. About the guest author.

Customer Experience 128

Customer Experience Customer advocacy Feedback Coaching 128

TechSee

JUNE 11, 2019

Better remote resolution: a more efficient customer support process eliminates 90% of NFF dispatches. Remote consultation: technicians requiring further support in the field can consult with a remotely located expert. Visual Assistance reduces product returns across industries by 17% after eighteen months.

Technology 117

Technology Customer Service Self service Contact Center 117

Grupo Noa

DECEMBER 15, 2020

The biggest advantage of outsourcing shared customer service center is its less formality and easier availability. It is quite apt for small and medium-scale enterprise that requires a nominal customer support department to handle sporadic customer’s query.

call center solutions 52

call center solutions Call Center Contact Center Consulting 52

Nicereply

APRIL 21, 2022

For instructional videos , make sure you consult the product design team. For troubleshooting videos dealing with software issues, consult your tech team and web designing team, and so forth. According to one study, mobile views comprise 65% of all video views. Write a simple script.

Customer Service 98

Customer Service Scripts Consulting Consulting 98

TechSee

SEPTEMBER 29, 2020

As FCR improves, and there is less need for customers to call back about the same issue, the overall cost of providing support decreases. According to research and consulting firm Service Quality Measurement Group, for every 1% improvement in FCR, a call center reduces its operating costs by 1%.

Call Center 196

Call Center Self service Gamification Contact Center 196

ProProfs Blog

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. Remote Customer Service Representative.

Customer Service 166

Customer Service Engineering Customer Support Management 166

Call Design

OCTOBER 26, 2021

No Customer Support ROI. You can’t put a price on customer service. While many studies have attempted to estimate the price of customer service and its direct impact on sales revenue, they always fall short of a conclusive result.

Interactive Voice Response 78

Interactive Voice Response Technology Wait times Consulting 78

Inbenta

APRIL 14, 2020

A conversational agent can prove to be a particularly effective solution to accompany your Internet users over several phases, in a unified way, so let’s have a look at four chatbot use cases within the customer journey. A chatbot as a sales consultant. A chatbot for 24/7 support. A chatbot as an intelligence tool.

Chatbots 59

Chatbots Virtual Agent Abandon rate Best practices 59

JivoChat

MAY 21, 2023

This is where your business listing makes its way organically to your target customers within your business location. You can choose from a variety of options ranging from business consultant to tote bag seller. 3 - Choose your business type You can select multiple options that apply to your business.

Engineering 75

Engineering Chatbots Consulting Consulting 75

CSM Magazine

JANUARY 27, 2021

Recent events have shown how an unexpected health and economic crisis can dramatically affect customer behavior and many unprepared retailers have been forced to lay off employees or even shut up shop due to loss of business. According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated.

Sales 52

Sales Customer Care outsourcing Customer centricity 52

Nicereply

JULY 30, 2020

Studies show that 45% of consumers are willing to pay more for a product if it is accompanied by quality services. Technical support is the heart of the brand. You can offer the best product, an excellent price, receive hundreds of new customers daily. Weak technical support is a weak brand. One thing follows from this.

Technical Support 59

Technical Support B2C Consulting Consulting 59

Help Scout

AUGUST 17, 2021

One study by McKinsey found only one-fourth of respondents thought training programs at their companies measurably improved performance. The problem is, studies show if we don’t actually use what we’ve learned within six days, we forget around 75% of it. Pain point #4: Adjusting to different customer needs. Well, not so much.

Customer Service 80

Customer Service Finance Consulting Consulting 80

TeamSupport

JULY 27, 2020

For example, a San Francisco-based logistics company with locations across the country was adopting our B2B customer support software solution. Be readily available for consultations and check-in conversations. With increased customer focus on budgets, the results have been smaller (10-20k) downsells that add up quickly.”.

B2B 90

B2B Finance Metrics Customer Support 90