Expert insights. Personalized for you.
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. MORE
83 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. MORE
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. MORE
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. MORE
Can your customers always connect with you? A question every business should ALWAYS ask themselves regularly, especially one that prioritizes excellent customer experience overall. MORE
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. MORE
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. MORE
Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too MORE
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 […]. MORE
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. MORE
A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. A total of 450 executives and 3,300 consumers were surveyed, though this study focused specifically on the digital experience. MORE
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. MORE
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. MORE
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. MORE
We dedicate much of our lives to work and study which takes up our precious energy and time, so don’t waste it on unfulfilling tasks. At work or study, you will soon feel your stress levels lowering and life’s challenges will become more manageable. MORE
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. MORE
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. MORE
The post Case Study | Say ‘Hello’ to positive customer experiences in the telecommunications industry appeared first on Business Process Outsourcing Services | Merchants. Case StudiesTelecommunications providers enable our connected world and their customers have high expectations. In an always-on digital age, survival is not just about delivering omnipresent connectivity, it’s about protecting revenue streams and driving loyalty at every customer touch point. MORE
Deloitte’s study integrated data from 800 consumers, a 12-person online panel, and analyzed 91 million social media posts as well as 2,090 completed Voice of the Customer surveys. The post New Study: Why Emotional Connection is Essential for Customer Loyalty appeared first on GetFeedback Blog. MORE
A 2016 study from Interaction Metrics found that 41 of the 51 largest U.S. The study also found that 68 percent of the surveys were "total garbage," meaning the surveys were so flawed they weren't worth the time required to complete them. You can view the entire study here. MORE
Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors. call center solutions MORE
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. A case study tells a story. MORE
The post Case Study | Providing excellent end-to-end customer experiences for the financial services industry appeared first on Business Process Outsourcing Services | Merchants. Case StudiesWhen it comes to giving customers a reason to stay loyal,financial service companies are feeling the pinch. Ever-evolving digital demands mean customers want easy access across multiple touch points, and personalisation has become a top priority in providing a service they can trust. MORE
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. MORE
The post Case Study | Transforming CX to take the aviation industry to new heights appeared first on Business Process Outsourcing Services | Merchants. Case StudiesIt’s a fierce market out there for airlines across the globe. Changing customer behaviour and a push to innovate means airlines have to deliver an excellent customer experience across multiple digital touch points – all while staying profitable and embracing the travel tech revolution. MORE
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. MORE
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. MORE
The post Case Study | Raising your retail customer experience through people, insight and technology appeared first on Business Process Outsourcing Services | Merchants. Case StudiesWhile sales powers the retail industry, competitive advantage is driven through customer loyalty. That means retailers have to work even harder to show their customers they value their loyalty and time. MORE
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. MORE
Four key findings from Deloitte’s report to help you understand how you might use emotional connections to drive loyalty for your brand. Articles MORE
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 MORE
The post Case Study: Machine Learning vs. Natural Language Processing appeared first on Inbenta. There are 2 kinds of Natural Language Processing… Today, industry-leading NLP is built on AI that detects patterns in data that can then be leveraged in understanding user inputs. MORE
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 service MORE
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. MORE
Study Related Topics TechSee
JANUARY 9, 2018
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.
ShepHyken
FEBRUARY 1, 2017
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.
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Beyond Philosophy
JANUARY 23, 2017
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.
CSM Magazine
FEBRUARY 27, 2020
We dedicate much of our lives to work and study which takes up our precious energy and time, so don’t waste it on unfulfilling tasks. At work or study, you will soon feel your stress levels lowering and life’s challenges will become more manageable.
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New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.
Relay Blog
OCTOBER 30, 2018
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.
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Genroe
JUNE 28, 2018
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.
CSM Magazine
JANUARY 29, 2020
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.
Provide Support
MAY 23, 2017
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 service
NobelBiz
JANUARY 27, 2020
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.
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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).
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NICE inContact
FEBRUARY 3, 2020
Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too
InTheChat
MAY 7, 2019
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.
Beyond Philosophy
MARCH 17, 2015
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.
Inbenta
NOVEMBER 1, 2018
The post Case Study: Machine Learning vs. Natural Language Processing appeared first on Inbenta. There are 2 kinds of Natural Language Processing… Today, industry-leading NLP is built on AI that detects patterns in data that can then be leveraged in understanding user inputs.
Advertisement
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.
GetFeedback
JUNE 11, 2019
Deloitte’s study integrated data from 800 consumers, a 12-person online panel, and analyzed 91 million social media posts as well as 2,090 completed Voice of the Customer surveys. The post New Study: Why Emotional Connection is Essential for Customer Loyalty appeared first on GetFeedback Blog.
Genroe
JULY 2, 2018
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 […].
Beyond Philosophy
DECEMBER 8, 2014
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.
Customer Experience Matters
OCTOBER 1, 2018
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.
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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.
Convoso
JUNE 7, 2017
Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors. call center solutions
Spearline
JANUARY 16, 2020
Can your customers always connect with you? A question every business should ALWAYS ask themselves regularly, especially one that prioritizes excellent customer experience overall.
Merchants
JUNE 24, 2018
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.
GetFeedback
JUNE 11, 2019
Four key findings from Deloitte’s report to help you understand how you might use emotional connections to drive loyalty for your brand. Articles
Advertisement
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.
Toister Performance Solutions
APRIL 12, 2018
A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. A total of 450 executives and 3,300 consumers were surveyed, though this study focused specifically on the digital experience.
Merchants
SEPTEMBER 19, 2018
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.
Merchants
APRIL 11, 2019
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.
CrazyCall
NOVEMBER 14, 2018
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.
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.
Momentum Telecom
JULY 20, 2018
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.
Centriam Customer Experience Lab
JANUARY 25, 2018
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
Merchants
JULY 24, 2019
The post Case Study | Say ‘Hello’ to positive customer experiences in the telecommunications industry appeared first on Business Process Outsourcing Services | Merchants. Case StudiesTelecommunications providers enable our connected world and their customers have high expectations. In an always-on digital age, survival is not just about delivering omnipresent connectivity, it’s about protecting revenue streams and driving loyalty at every customer touch point.
Merchants
JULY 23, 2019
The post Case Study | Raising your retail customer experience through people, insight and technology appeared first on Business Process Outsourcing Services | Merchants. Case StudiesWhile sales powers the retail industry, competitive advantage is driven through customer loyalty. That means retailers have to work even harder to show their customers they value their loyalty and time.
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.
Chip Bell
JANUARY 22, 2019
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.
Merchants
JULY 24, 2019
The post Case Study | Providing excellent end-to-end customer experiences for the financial services industry appeared first on Business Process Outsourcing Services | Merchants. Case StudiesWhen it comes to giving customers a reason to stay loyal,financial service companies are feeling the pinch. Ever-evolving digital demands mean customers want easy access across multiple touch points, and personalisation has become a top priority in providing a service they can trust.
Merchants
JULY 23, 2019
The post Case Study | Transforming CX to take the aviation industry to new heights appeared first on Business Process Outsourcing Services | Merchants. Case StudiesIt’s a fierce market out there for airlines across the globe. Changing customer behaviour and a push to innovate means airlines have to deliver an excellent customer experience across multiple digital touch points – all while staying profitable and embracing the travel tech revolution.
Toister Performance Solutions
MAY 4, 2017
A 2016 study from Interaction Metrics found that 41 of the 51 largest U.S. The study also found that 68 percent of the surveys were "total garbage," meaning the surveys were so flawed they weren't worth the time required to complete them. You can view the entire study here.
Speaker: Tony Medrano, CEO of RapportBoost.ai
Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer? Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.
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