Interactions

MAY 14, 2020

We surveyed more than 1,000 people about their comfort levels towards automation in customer service, grocery stores, healthcare, privacy, and self-driving cars in comparison with before the novel coronavirus crisis. So, be transparent and let your customers know who they are dealing with up front. . Changing Consumer Behavior.

Virtual Agent 71

Virtual Agent Self service Contact Center Healthcare 71

SharpenCX

JULY 21, 2021

They understand the importance of knowing their customers. And, they’re deliberate about using data to refine their customer experience. Through direct feedback in surveys, Marriott learns from their customers. And with employee surveys , Marriott can measure their employee engagement to see how it impacts business.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

Interactions

MAY 28, 2020

A recent survey by Deloitte asked people whether they agree with the statement: “I feel safe going to the store right now.” ” In the US, only 34% of those surveyed responded with “agree” or “strongly agree.” Walking in your customers’ shoes. Where can you automate?

Journey mapping 83

Journey mapping Virtual Agent Self service Government 83

Nicereply

SEPTEMBER 28, 2021

For example, if you’re offering your customers support through social media, phone, and email, you might want to only consider help desks that provide full omnichannel support as a feature. Let’s now take a look at the top 5 customer care tools for 2021: HubSpot Service Hub. Customer Feedback Survey. Pricing: Free.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Cisco - Contact Center

AUGUST 3, 2020

This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact center and customer care industries. Read the Webex Contact Center ebook to learn more. Cloud Agility.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Interactions

OCTOBER 7, 2021

The dreaded customer service call. According to our recent survey, only 7% of people say they actually enjoy contacting customer service (and by the way, who are these people?). So, why has “dread” become synonymous with “customer service”? . Check out our eBook here. . I am not alone in that sentiment.

Customer Service 62

Customer Service Wait times Self service Finance 62

Playvox

APRIL 21, 2023

For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. Thirty percent (30%) offer social media customer care, but only 14% are checking on quality there. 93%) Personalizing the customer service they offer them. (90%)

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

GetFeedback

FEBRUARY 15, 2019

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. NPS can illuminate the customer journey at each stage when properly segmented.

Surveys 60

Surveys CRM Feedback Sales 60

SharpenCX

MARCH 30, 2021

As our customer journey evolves, can our call center technology evolve with it? Are we gathering NPS and CSAT scores on the channels our customers care about? Look for trends and triggers in your data so you get a grasp on the entire customer journey and how your call center technology helps (or hurts) it.

Call Center 67

Call Center Technology Customer Experience Contact Center 67

SharpenCX

FEBRUARY 10, 2021

Now, looking at this repeat behavior, you learn that to improve customer retention, you have to improve first contact resolution , first. Think about your customer surveys and what you learn in your agent 1:1s, here. You need qualitative data to understand customer sentiment and employee engagement. Qualitative feedback.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Clarabridge

OCTOBER 11, 2017

Spanning a variety of industries, the winners have all demonstrated innovation, leadership and measurable results with their customer experience programmes: CXC Luminary Award : Honours an organisation that has made a corporate shift to elevate customer experience to a top-tier business strategy.

Customer Experience 40

Customer Experience Feedback Customer Care Surveys 40

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Is it possible to spend more time with customers?

Customer Experience 90

Customer Experience Metrics Morale Feedback 90

BlueOcean

FEBRUARY 7, 2019

We are big fans of the “Willingness to Assist” (WTA) metric which we measure through post-contact surveys. WTA is an actionable coaching point for your agents and relates directly to the customer experience. We’d love to chat about building a better customer experience by using the data at your fingertips. Need a hand?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

BlueOcean

APRIL 30, 2021

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. With more than a year of pandemic impacts under our belts, let’s dig into the far-reaching impacts of COVID-19 on omnichannel customer care.

Customer Care 62

Customer Care Interactive Voice Response outsourcing Self service 62

Playvox

SEPTEMBER 2, 2022

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Over half the managers we surveyed told us they work remotely five days per week, and the overwhelming majority (84%) said they were happy with that.

Contact Center 70

Contact Center Management Gamification Surveys 70

Playvox

JUNE 22, 2023

Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

BlueOcean

MARCH 31, 2021

COVID-19 has significantly impacted customer behaviors and expectations. In fact, in a survey from Noble Systems , almost 54% of respondents claimed to have noticed behavioral changes in their customers over the last 12 months. This inevitably translates to higher contact volume in the customer care realm.

Customer Care 62

Customer Care Self service Contact Center Healthcare 62

GetFeedback

MAY 2, 2019

We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors. According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018.

Surveys 104

Surveys Customer Experience Engineering Enterprise 104

BlueOcean

JANUARY 8, 2019

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. The LVT calculation can play an important role in determining the ROI of your customer care team, and specifically, the customer save team. The Cost of Customer Retention vs Acquisition.

outsourcing 119

outsourcing Customer retention Advertising Customer Care 119

Vistio

APRIL 2, 2022

And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization. And while I was with Hilton, I ran a large contact center for them in Tampa, Florida.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. If you’re considering the role yourself, check out our eBook, The Future CCO , for firsthand advice from industry leaders on what it takes to become a CCO. .

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Comm100

MAY 11, 2020

Customers expect quick responses and resolutions. If any statement is true of customer service, it’s that customers don’t like waiting for a response. In the Customer Experience Survey by Interactive Intelligence Group, a ‘timely response’ was identified as the most valued attribute in customer service.

Customer Support 59

Customer Support Chatbots Surveys Wait times 59

Comm100

MAY 11, 2020

Customers expect quick responses and resolutions . If any statement is true of customer service, it’s that customers don’t like waiting for a response. In the Customer Experience Survey by Interactive Intelligence Group, a ‘timely response’ was identified as the most valued attribute in customer service.

Customer Support 52

Customer Support Chatbots Surveys Wait times 52

Clarabridge

JUNE 29, 2017

You conduct surveys to stay consumer-focused; but, let’s face it, they’re expensive, resource-intensive, lack a global perspective, and aren’t timely enough anymore. By harnessing consumer feedback, Customer Care teams know the satisfaction drivers unique to each touchpoint and consistent across all touchpoints.

Feedback 40

Feedback Surveys Advertising Big data 40

Clarabridge

MARCH 8, 2017

The CX team identified 50+ measurable opportunities to improve the customer experience. 2- A leading Canadian bank’s central CX team works on cross-departmental projects to improve the company’s end-to-end customer experience. Your customers care about their banking experience.

Banking 45

Banking Management Finance Government 45

Clarabridge

MARCH 8, 2017

The CX team identified 50+ measurable opportunities to improve the customer experience. 2- A leading Canadian bank’s central CX team works on cross-departmental projects to improve the company’s end-to-end customer experience. Your customers care about their banking experience.

Banking 45

Banking Management Finance Government 45

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.

Customer Service 46

Customer Service Customer Care Morale Marketing 46

Comm100

FEBRUARY 16, 2018

Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%). Remove agent pain points by collecting feedback to see what systems could be improved so that agents will come across less friction when serving customers.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40