Hibbett Case Study


Case Studies eCommerce Hibbett On-Demand Apps Retail Visual IVRRetailer Hibbett sports leveraged Zappix On-Demand Customer Service solutions to appeal to their digital-savvy customers.

Fashion Retailer Case Study


Case Studies On-Demand Apps Retail Visual IVRA major retailer of casual apparel and accessories operating over 700 stores around the world found increased customer satisfaction and loyalty after implementing a visual IVR Customer Experience.


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BPO Case Study


Case Studies Agent Assist BPO On-Demand Apps Proactive Engagement Visual IVRA BPO partner wanted to stay competitive in the modern customer service landscape and deliver digital automation that scales quickly to handle seasonal peaks.

Roadside Assistance Case Study


Case Studies Roadside Assistance Visual IVROne of the largest roadside assistance service providers in the United States wanted to significantly reduce the number of long, expensive calls to its customer service reps and improve the customer experience for stressed road-side callers.

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.

Communications Equipment Company Case Study


Case Studies On-Demand Apps Visual IVRA global leader in mission-critical communications and analytics wanted to improve their customer experience and reduce customer effort when handling complex information.

Forrester study highlights the value of customer intelligence


Discover why Forrester Consulting examined the latest trends in customer intelligence

13 Call Center Training Tips For Upskilling Agents (+ Case Studies)


Case study: Booz Allen. Case study: LUX Resorts. Case Study: Air Mauritius. Call center agents are an essential part of your customer experience and brand. But they can’t delight customers without your help.

Joined up Voice of Customer and Staff Studies

Peter Lavers

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises.

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


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.

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5 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.

PPV Customer Service Case Study: Cable Company Avoids a TKO


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.

Most Useful Study Hacks for Effective Learning

CSM Magazine

Every student has their unique study routine. Make taking care of yourself your priority during your studies. You can find helpful study and writing tools, various guides on a multitude of subjects as well as proofreading, editing, and tutoring services all in one place.

Case study: Implementing a scalable customer feedback model at Bizzabo


Case Study Close the loopA few years back, the need for a one-to-many customer feedback model at fast-growing event management platform Bizzabo became evident. With the sign-off from the leadership team, the journey to build a scalable and transparent customer feedback process began.

Case study: How Pipefy reached a 95% self-service rate in less than a year


Case StudyIn June 2020, Pipefy launched their community with one goal in mind: to decrease the number of support tickets and put self-service and peer-to-peer support at the heart of the customer experience. One year later, nearly 95% of support inquiries are solved by peers.

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).

United Airlines Computer Outage Is Customer Service Crisis Case Study


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.

Case study: Gainsight’s community-driven product feedback loop


Case Study Close the loopIt’s the year 2018. Gainsight has decided to find a new community vendor. This will be the third time since they launched the project in 2014. Yes, you read that right, it’s Gainsight’s third attempt at getting community right. The pressure is on to deliver.

Net Promoter Score® Success Stories and Case Studies


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.

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.

Q&A: Customer Success Study Results Revealed


Stay tuned: The full Customer Success Leadership Study report with more key findings and recommendations for Customer Success leaders will be available in the beginning of January 2021. The post Q&A: Customer Success Study Results Revealed appeared first on ChurnZero.

So, You Want to Write a Case Study?

Education Services Group

But my favorite way to showcase your past successes and your current abilities to the world is by telling a customer’s success story with a case study. Case studies can be some of the most powerful content because they tap into one of the most powerful methods of communicating – storytelling.

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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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Case study: Thinkwise's clever move to community to facilitate customer engagement at scale


Case Study Close the loopA few years back, software company Thinkwise went from consultancy firm to license-based platform vendor. This is when they found themselves in a new customer engagement ecosystem, one that required new technology to deliver an optimal customer experience.

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.

Motor Insurer’s Bureau (MIB) Case Study

Connect Managed

A more efficient and resilient telephony and contact centre solution for the Motor Insurer’s Bureau (MIB). Unified Communications Customer Experience Contact Centre Cloud

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.

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.

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.

Forrester Study: Agent & Customer Experiences Improve With Integrated Contact Center Solutions


A commissioned study conducted by Forrester Consulting on behalf of LiveVox in December 2020 evaluated how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes. We’ve made the study free and downloadable here.

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


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 […].

Reputation Study Finds that Hospitality Consumer Journey is Centered on Digital Reputation

CSM Magazine

The study included insights from 2,000 nationally representative consumers who visit a bar, restaurant, pub or hotel once every six months.

3-Year 229% ROI! Read Forrester’s Total Economic Impact Study of LiveVox


LiveVox commissioned Forrester Consulting to conduct a Total Economic Impact™ study in June 2021 to evaluate LiveVox’s cost of ownership and return on investment across a variety of different factors in the contact center.

How to Fearlessly Empower Your Contact Center Agents

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Gain practical tips from case studies featuring leading companies.

Social Media Study: Stress Hurts Call Center Employees and the Customer Experience


There have been many studies that document the state of the contact center and the mental health of contact center agents during the pandemic. The post Social Media Study: Stress Hurts Call Center Employees and the Customer Experience appeared first on Jacada.

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 | a 10-year partnership with Vodacom


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.

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.

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Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.