ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. Imagine that!)

Customer Service 153

Customer Service Customer advocacy Average Handle Time Customer centricity 153

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers. by GISuser. Nothing fancy here.

Airlines 388

Airlines Customer Service Advertising Customer Experience 388

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Survey: Customer experience trends 2019 by Lynne Capozzi. by Chip Bell.

Customer Service 269

Customer Service Surveys Customer Experience Customer Support 269

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. Your customer data is an incredibly rich source of information, particularly if your communication channels are optimized for customer use.

Customer Support 97

Customer Support Metrics Coaching Marketing 97

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. We’ve also split out more data by demographics so we can parse trends even further by size and revenue.

Metrics 98

Metrics Benchmark CRM Technology 98

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Totango

OCTOBER 12, 2022

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Leading the charge. We can see this development in our recent survey.

Enterprise 110

Enterprise Surveys Sales Customer retention 110

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Comm100

JANUARY 29, 2024

Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. This trend highlights live chat’s growing prominence as a preferred communication tool. Download all the data for free in the link above.

Benchmark 52

Benchmark Wait times Personalization Customer Service 52

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

CSM Magazine

FEBRUARY 27, 2024

In the changing world of business today, staying competitive requires a grasp of market trends, customer preferences and industry insights. This article delves into the role these platforms play in driving business success. This includes documents, customer data, market research findings, social media metrics and more.

Best practices 52

Best practices Marketing Analytics Metrics 52

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Education 52

Education Upselling Consulting Consulting 52

DMG Consulting

MARCH 27, 2024

The market is experiencing success, and vendors are transforming their solutions into open platforms that incorporate AI technology, are better able to handle digital interactions, and empower agents with more advanced self-service capabilities,” said Donna Fluss, President of DMG Consulting.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Automotive 52

Automotive Customer centricity Journey mapping Transportation 52

VirtualPBX

AUGUST 29, 2023

The All-New Strategy Hub for VirtualPBX Customers If you’ve landed on our blog, you’re probably already aware that our biggest priority is our customers. But beyond that, we recognize the impact that these tools can have on the productivity, profitability, and overall experience of our customer’s customers.

Consulting 98

Consulting Consulting Feedback 98

CSM Magazine

DECEMBER 15, 2023

The uniform industry, while essential, has traditionally faced challenges in optimizing its operations. From order processing bottlenecks to challenges in inventory management, it’s clear that the uniform industry needs a modernization boost to thrive in today’s fast-paced business environment.

B2B 52

B2B Marketing Analytics Management 52

VirtualPBX

JANUARY 5, 2024

VirtualPBX, an industry trailblazer in cutting-edge telephony solutions, has recently unveiled a noteworthy gift for its users— Add-Ons. Notably, within this suite of remarkable features lies the Advanced Call Reports Add-On , a revolutionary component that stands as a transformative force in the realm of data analytics for telephony systems.

voip 59

voip Analytics CRM Metrics 59

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Digital-first interactions Helping customers from afar is nothing new.

Call Center 124

Call Center Self service Gamification Contact Center 124

NobelBiz

APRIL 23, 2024

The debt collection industry is undergoing a major shift. Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Customer centricity 52

Customer centricity Contact Center Technology Telemarketing 52

TeamSupport

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. That’s part of the definition of Customer Success as given to us by the Customer Success Association. Unify your customer data to mitigate risks and identify opportunities.

B2B 98

B2B Upselling Coaching Customer Support 98

Global Response

MARCH 26, 2024

It streamlines processes, saves money, and improves the overall quality of customer service. Today, we’ll explore BPO vendor management and how you can establish a successful and long-lasting partnership. Expertise and experience The vendor should have years of experience in and a deep understanding of your specific industry.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Customer centricity 62

Customer centricity Surveys Management Feedback 62

SharpenCX

NOVEMBER 23, 2021

Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Discover how you can continue to deliver the best customer experience and how you can better lead your call center. Articles to Help you Deliver the Best Customer Experience: . Listen to Joe’s full episode, here.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Trends 2021. Historic Call Center & Customer Experience Trends.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

VirtualPBX

APRIL 10, 2024

It serves as a central point where customers can reach out for assistance and support through various channels. Within these centers, dedicated customer service representatives work diligently to address customer inquiries. White-Glove Customer Service At VirtualPBX, we understand the importance of exceptional customer service.

Contact Center 59

Contact Center Wait times CRM Healthcare 59

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals? said other.

Accountability 52

Accountability Sales Management SaaS 52

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals? said other.

Accountability 52

Accountability Sales Management SaaS 52

Fonolo

APRIL 5, 2022

While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. They must set strong examples of teamwork, work ethic, company values, and of course: customer service. And, agent engagement continues to be the catalyst for customer loyalty and revenue.

Call Center 99

Call Center Contact Center Gamification Construction 99

Expivia

SEPTEMBER 2, 2021

Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. What Is Call Center Reporting? Daily Summary Report.

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

Hero Digital

NOVEMBER 18, 2020

Unlike retail, tech, or even financial services, things move slowly in a complex, high-stakes industry whose only product is our health and wellbeing. At Hero Digital, we see three macro-trends powering this movement, trends that are shaping the customer experience not just in healthcare but across every industry: 1.

Customer Experience 98

Customer Experience Healthcare Management 98

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The Direct Link Between CX and Revenue Growth To begin, it is essential to understand that positive customer experiences directly correlate to revenue growth.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

The Northridge Group

JANUARY 18, 2023

ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. It can help agents improve customer experience through better relationship building.

Contact Center 117

Contact Center Healthcare Chatbots Accountability 117

SharpenCX

OCTOBER 13, 2021

And, it increases the value you can deliver to customers, so it’s important to stay up-to-date with the latest trends to get ahead of the game. I’ve gathered a few trends we’re seeing in cloud technology and digital transformation. Trend One: Stay Agile with Remote Workforce Management. It’s time to look to the future.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98