Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. To stay ahead of the time and to be successful, it is crucial to follow the newest trends in CX.

Analytics 109

Analytics Customer Experience Journey mapping Automotive 109

Customer Experience Matters

DECEMBER 18, 2017

We examined the connection between customer experience and loyalty by tapping into our survey of 10,000 U.S. consumers to analyze the relationship between Temkin Experience Ratings (TxR) and future purchase intentions. To determine future purchase intentions, we asked consumer how likely they were to purchase more from the company in the future. We calculated the percentage of each company’s customers who selected “6,” or “7” on a scale from “1” (not at

Customer Experience 99

Customer Experience Surveys 99

VocalCom

DECEMBER 18, 2017

In the contact center, time is everything. Every second wasted results in fewer sales and missed opportunities for delivering great customer service. Fortunately, predictive dialers offer the perfect solution to this problem, as this automated technology filters out obstacles and places calls at optimal times to ensure better results. Here are six ways predictive dialers can drive successful sales and customer service experiences.

Abandon rate 89

Abandon rate Contact center software CRM Call Logging 89

Amity

DECEMBER 18, 2017

In this SaaS day and age, using, switching, or even creating a product has become like a walk in the park. As a direct result, there are software products/tools for everything you can possibly imagine, and a lot of them. In fact, top companies today use an average of 37 different tools or software platforms to run their day-to-day operations (according to the data gathered by Siftery ) and your SaaS offering, however crucial for their business, may still be just one of them.

SaaS 87

SaaS industry standards Accountability Feedback 87

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Etech

DECEMBER 18, 2017

Often a company leadership faces unending challenges especially when it comes to the rapid technological changes. Since the emergence of information technology, company communication with its customers took a turn to an unknown destination. Just think back ten years ago or even 5 years, how were businesses reaching their customers? How were customers reaching them?

Technology 69

Technology Big data Marketing Customer Service 69

NICE inContact

DECEMBER 18, 2017

Recently TechStyle underwent a massive change in their approach to solving their contact center technology needs to address the customer experience journey. TechStyle is global retailer consisting of a collection of apparel brands with over 4.5 million VIP members selling throughout North America, Europe, and Australia. With five Contact Center locations in four different countries servicing seven different languages supported by 1,000 employees, changes to technology come with a lot of preparat

Customer Experience 60

Customer Experience Contact Center Technology Management 60

UJET

DECEMBER 18, 2017

This morning, we shared that UJET successfully completed the SOC 2 Type 2 and HIPAA examinations. As part of our commitment to be the leading enterprise customer support platform on the market, we are proud to be one of the select few providers to have achieved SOC 2 Type 1 , SOC 2 Type 2, and HIPAA compliance.

Enterprise 56

Enterprise Customer Support Marketing 56

Cisco - Contact Center

DECEMBER 18, 2017

Cisco's contact center business has held number-one market share in North America for four straight quarters. Here are six things we foresee for the customer care industry in 2018.

Contact Center 52

Contact Center Customer Care Marketing Customer Service 52

AnswerConnect

DECEMBER 18, 2017

Some companies use the word “remote” to talk about their distributed teams. That works, but it also makes work sound. Continue Reading → The post The Anywhere Mindset appeared first on AnswerConnect Blog.

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

ClientSuccess

DECEMBER 18, 2017

For those just joining my blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell of Marketware. Erica has been a CSM for Marketware since February 2017 and became the Lead CSM shortly after joining the team.

Best practices 41

Best practices Coaching SaaS Analytics 41

Talkdesk

DECEMBER 18, 2017

This post was originally written by Mikhail Naumov, Co-founder & Chief Strategy Officer at DigitalGenius, for Talkdesk’s Opentalk Magazine. We live in a world where customers expect exceptional service in an instant and customer service has become a continual process. Often this means more efficient phone support with tools enabling agents to handle more calls at the same time.

Chatbots 40

Chatbots Contact Center Customer Care Surveys 40

CSM Magazine

DECEMBER 18, 2017

Progressive businesses are further engaging their customers via using social media. In this article, we have provided the main tips that help you utilize social media in order to provide exceptional service to your customers. In case if you are looking for detailed cases and practice we recommend to you attend, for example, the professional social media marketing course like this one which provides you with knowledge and practical advice on marketing and customer service over social media channe

Customer Service 40

Customer Service Accountability Analytics Metrics 40

Verint

DECEMBER 18, 2017

Like just about everything else, the self-service channel will experience significant change in the next few years—potentially more than it has in decades. What will happen to the classic IVR? Mark Clark of Contact Solutions recently chatted with Verint’s Mark Kowal, who has spent more than 20 years in customer service and customer engagement technology development—the last decade and a half focused on natural language and speech.

Self service 24

Self service Interactive Voice Response Technology Customer Service 24

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

CSM Magazine

DECEMBER 18, 2017

More than 1,200 Arvato customer service representatives share tips, insights to help customers when reaching out to contact centers. Leading customer service provider, Arvato has announced survey findings from 1,261 customer service representatives across the globe, revealing what they love about their job, the biggest challenges they face and tips to help customers solve their issues faster.

CRM 40

CRM Surveys Contact Center Customer Service 40

ShepHyken

DECEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria. (Comm100) In this article, we’ll be exploring both the process of customer journey mapping and customer experience mapping, explaining the types of steps involved for each.

Journey mapping 198

Journey mapping Customer Service Personalization Customer Experience 198