PPV Customer Service Case Study: Cable Company Avoids a TKO

TechSee

The post PPV Customer Service Case Study: Cable Company Avoids a TKO appeared first on Techsee. Visual Support Call Center contact center customer support Tech Support Visual Support case studyIn anticipation of the biggest boxing fight of the year – Floyd Mayweather Jr. vs. Conor McGregor- a major US cable company had high expectations.

To Stay at Home or To Not Stay at Home: An Invitation to a Research Study

CCNG

To help companies who are considering a WAH model, 5th Talent is conducting a study to understand the situation from the agents’ and supervisors’ point of view. We are currently inviting companies to participate in our WAH study. Please contact 5th Talent at contact-us@5thtalent.com to become part of the study and provide us a list of your different contact center locations. Thank you for considering being part of the study, and please reach out to us with any questions.

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Case Study | Enabling FinTech cost control and volume for growth

Merchants

The post Case Study | Enabling FinTech cost control and volume for growth appeared first on Business Process Outsourcing Services | Merchants CX SA. Today more than 19 000 customers use this client’s financing in over 2250 locations across Canada.

Case Study | Boosting sales and conversions through smart voice listening

Merchants

The post Case Study | Boosting sales and conversions through smart voice listening appeared first on Business Process Outsourcing Services | Merchants CX SA.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Case Study | Redefining risk and fraud strategies for growth opportunities

Merchants

The post Case Study | Redefining risk and fraud strategies for growth opportunities appeared first on Business Process Outsourcing Services | Merchants CX SA. President‘s Choice Bank (PCB) offers a wide range of general finance and banking services to its clients in Canada.

United Airlines Computer Outage Is Customer Service Crisis Case Study

ShepHyken

Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis. The post United Airlines Computer Outage Is Customer Service Crisis Case Study appeared first on Shep Hyken. Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport.

Net Promoter Score® Success Stories and Case Studies

Genroe

One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe. Case Studies and Statistics Net Promoter Score NPS PP: Net Promoter ScoreDemonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult.

Case Study: Enhance Your CX With This Technology

Beyond Philosophy

The post Case Study: Enhance Your CX With This Technology appeared first on. Imagine going on a cruise and having the ship know your every desire – sometimes even before you do. That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year.

Case Study: Increase Your Sales by 47% by Doing This…

Beyond Philosophy

It’s a phrase derived from the famous Milgram study from the 1960s where participants were encouraged to administer fatal shocks to another participant at the urging of an experiment proctor in a white lab coat. The post Case Study: Increase Your Sales by 47% by Doing This… appeared first on Beyond Philosophy. How can you increase your sales by 47%? It’s all in the packaging. Gressingham Foods, a pre-packaged food company in the UK, wanted to change their brand image at the store.

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Best Practices for a Marketing Database Cleanse

As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.

Chatbot Statistics: The 2018 State of Chatbots [New Study]

Relay Blog

The post Chatbot Statistics: The 2018 State of Chatbots [New Study] appeared first on Relay. Chatbots b2b chatbot statistics study useThese days, chatbots are all the rage. Or at least, it seems that way.

Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here are the highlights from this benchmark: With an NPS of 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business Read More.

Studies Show Most Call Center Reps are Dead Inside

BetterXperience

Better Experience Group Employee Experience

LinkedIn B2B Lead Generation Best Practices and Case Study

Genroe

Then I’m going to give you a couple of specific case studies on what can be achieved. The post LinkedIn B2B Lead Generation Best Practices and Case Study appeared first on Genroe.

Five Essential Pieces of a Prospecting Solution

As organizations chase new revenue targets, B2B sales leaders must examine cutting edge prospecting solutions that proactively help reps identify, connect with, and close qualified buyers faster. This eBook aims to help B2B sales leaders better understand the five essential features your prospecting solution must include.

Case Study | Boosting self-service use through smart understanding of customer behaviour

Merchants

The post Case Study | Boosting self-service use through smart understanding of customer behaviour appeared first on Business Process Outsourcing Services | Merchants CX SA.

6 Study-Backed Tips for “Best in Class” Customer Service

Provide Support

6 Study-Backed Tips for “Best in Class” Customer Service. Articles Best Practice 10 commandments of customer service best in class customer service best practice for email support customer service benchmark study customer support tips email support tips tips for email customer serviceGood quality customer service is the best interest for both companies and their customers today.

Creating Award Winning Employee Engagement: A Case Study

Beyond Philosophy

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well.

[Case Study] Iron Mountain Doubles NPS? Survey Response Rates

Genroe

The post [Case Study] Iron Mountain Doubles NPS? Best Practices Case Studies and Statistics NPS PP: Survey Response RatesIron Mountain doubled NPS survey response rates with two simple changes to their survey invite. In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. First, they changed the email invite “from” name to a real person, not a department. Second, they radically slimmed down the wording […].

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of. Customers Tweet this The Customer Data Too Often Overlooked by the C-Suite Why Contact Center Analytics is Key to Identifying Opportunities for Growth 2 | Business Transformation and Analytics: Driving Change in a Customer-Centric World We read constantly about the need to adapt or die—and that “digital. transformation” is the change businesses must make today.

Case Study | Consolidated contact centre helps reduce costs through optimised customer service channels

Merchants

The post Case Study | Consolidated contact centre helps reduce costs through optimised customer service channels appeared first on Business Process Outsourcing Services | Merchants CX SA.

TSELLC Case Study Features Our VirtualPBX 300 Plan

VirtualPBX

One of those customers is TSELLC , which we have now featured in a case study that outlines the company’s journey from our legacy system to our new Unlimited Users Plans. We are an entirely virtual company,” Wilkes told VirtualPBX during its case study interview.

Hospitality and Travel Digital Case Studies

InTheChat

Today, The post Hospitality and Travel Digital Case Studies appeared first on InTheChat. This is the second post in our three-part series on digital trends in the travel and hospitality sector. In our first post, we discussed overall travel industry trends, as well as specific airline and hotel travel trends. Contact Center Customer Experience digital channels digital strategy hospitality industry travel

Case study | a 10-year partnership with Vodacom

Merchants

The post Case study | a 10-year partnership with Vodacom appeared first on Business Process Outsourcing Services | Merchants. Case StudiesVodacom is a leading African mobile communications company providing a wide range of services including mobile voice, messaging, data and converged services to over 57.5 million customers. Its vision is to offer the best network, best value and best service across its mobile network of around 200 million people on the continent.

The Top 3 Ways to Forecast for Your Contact Center

Customer Case Studies White Paper: “The Definitive Guide to the Modern Contact Center” White Paper: “Beyond Shift Bidding: Dynamic Scheduling” info@calabrio.com +1 (855) 784-2807calabrio.com 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM). professionals are judged—some go so far as to say. it’s the foundation of contact center scheduling. But it’s not always easy. In fact, forecasting can. be one of the most challenging ways to optimize.

Study Finds Digital Channels Lack “Human Touch”

Contact Center Pipeline

Customers increasingly turn first to self-service to answer questions or solve problems. When they do, they value quick, easy access to relevant and accurate content so that they can find the information they need and get on with their lives. Yet providing customers with a low-effort self-service experience that meets their needs has been a […]. Quality call center contact center digital channels quality management

Case Study | True immersion results in continuous improvement cycle

Merchants

The post Case Study | True immersion results in continuous improvement cycle appeared first on Business Process Outsourcing Services | Merchants. Case StudiesLeaders in the sales of DIY, home improvement and building material, Massbuild comprises 105 stores under the Builders Warehouse, Builders Express, Builders Trade Depot and Builders Superstore brands.

Case Study – Put CX at the heart of your helpdesk

Merchants

The post Case Study – Put CX at the heart of your helpdesk appeared first on Business Process Outsourcing Services | Merchants. Case StudiesHelpdesk clients should enjoy the same experience as your customers. Yet because the service is tech-oriented, it’s often low on the priority list. Here’s how you can transform your help desk into an employee-first operation AND reduce costs.

UJET Wag! Customer Experience Case Study

CSM Magazine

Ask any dog owner and they will tell you that their dog is more than just a pet, they are a member of the family. From the moment they meet, owners create a lifetime bond, and care for their furry friends. Dog owners will go to great lengths to provide the best food, treats, toys, and especially health and wellness care. Every owner wants to spend as much time as possible with their dog, but busy schedules and commitments can create gaps for hours, leaving dogs by themselves.

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The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. front line Tweet this 3The number one priority for businesses today is delivering the right customer experience and it shows no signs of. slowing down. Brands like Sephora are racking up accolades both in-store and online with corresponding benefits. in the form of increased market share and revenue.

Smile Study: Guest Post by David Nielson

Chip Bell

In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. In the study, test subjects were shown photos of faces—some smiling and some frowning—and were required to respond with their own smiles, frowns, and non-expressions as directed by those conducting the experiment. Indeed, this cart-before-the-horse effect has been studied and measured by numerous researchers.

Questions to Ask for a B2B Case Study

Jive

The 2017 Content Preferences Survey Report reported that 78% of buyers have used a case study for a B2B purchasing decision. Whether you’re a large or small B2B company, that means that most of your prospective customers will check out your case studies. These tips will help your B2B company ask clients the right questions so you can write a compelling case study—with a healthy dollop of “money” quotes. . A case study tells a story. And when they come, study them.

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Study: One Bad Contact Center Can End a Company

NobelBiz

The post Study: One Bad Contact Center Can End a Company appeared first on NobelBiz®. In a move to keep call center jobs from leaving the state, New York Gov. Andrew Cuomo signed a law specifically designed to deter employers thinking of moving their business to other countries or even to other states. Blog News

Data-Driven Decision Making: A March Madness Case Study

Centriam Customer Experience Lab

Data-driven decision making. We all aspire to it. Whether it’s in Customer Experience management, targeted marketing, deciding which candidates to hire, choosing a new car, or picking the teams in your March Madness office pool. Customer Experience Analytics

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. 24/7 Email CX Web Chat Mobile Video Text. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. text messaging, and a company’s. ability to deliver directly impacts. retention. A recent report found.

Study: Advocate Marketing Helps Brands Get 17.5X More Reviews

Influitive

Nielsen’s “Consumer Trust in Advertising” study shows that, ‘recommendations from people I know’ remains the most trusted form of brand discovery, and ‘consumer opinions posted online’ comes in at third most trusted. Today’s customers don’t trust ads. Instead, they turn to their inner circle of peers when they need recommendations on new products or services.

Case Study – WellStreet Urgent Care

Momentum Telecom

The post Case Study – WellStreet Urgent Care appeared first on Momentum Telecom. Momentum Telecom recently partnered with United Technology Group (UTG) to help WellStreet Urgent Care improve their business analytics and resolve communication challenges with Momentum Hosted Voice Cloud technology.

Managing Technology Within a Study Environment

CSM Magazine

With the advancement in technology, there are many changes in the way people operate. For instance, it is possible to hold a board meeting when those involved are in different locations. Moreover, employees can now work from remote locations. That improves business productivity. Education is not left behind either. The days when physical books were the only source of subject information are gone. There are eBooks online that both teachers and students can utilize when they need to research.

Salespeople: Do we know who they really are? [Social Study]

CrazyCall

Many studies have shown that even short but regular exercising can completely change the way we feel, work and behave. In fact, the studies have shown that taking breaks from work benefits both your health and in-work effectiveness. Social Study] appeared first on CrazyCall. The job of salespeople seems to be quite straight-forward. You sell stuff and get paid for doing so.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. front line Tweet this 3The number one priority for businesses today is delivering the right customer experience and it shows no signs of. slowing down. Brands like Sephora are racking up accolades both in-store and online with corresponding benefits. in the form of increased market share and revenue.