NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Contact Center 82

Contact Center Call Center Customer Care Surveys 82

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

Ian Jacobs

SEPTEMBER 6, 2016

The result of all this disruption: customer experience has become the one true differentiator left to most companies. At the same time, companies have begun to wake up to the idea that customer service is a critical component of overall customer experience.

Customer Experience 48

Customer Experience CRM Analytics Contact Center 48

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Callminer

SEPTEMBER 5, 2017

Jack is also Founder & CEO of FM Outsource, an award-winning digital customer service outsourcing solution. Jack founded his first business while studying at university in 2012 and led the team remotely until graduating in 2014, when he took on the role of fulltime CEO. theworkforcepro. What keeps us up at night is…”.

Call Center 140

Call Center call center software outsourcing Coaching 140

CSM Magazine

OCTOBER 1, 2020

Stone served as CFO for marquee Amazon operations during key periods of growth, including Amazon devices and digital content from 2010 to 2011 and Amazon Web Services from 2012 to 2015.

Finance 52

Finance Benchmark Enterprise Sales 52

Kayako

FEBRUARY 21, 2018

You might believe social media is a boon for customer care. A Google search for the phrase ‘social media customer service’ returns 117 million results. It’s easy to find authoritative articles, like this one , that claim customers love to use social media for customer support—and they have statistics to back it up.

Customer Care 48

Customer Care Customer effort SaaS Customer Support 48

CSM Magazine

DECEMBER 8, 2015

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Multichannel 40

Multichannel Surveys CRM Consulting 40

Natalie Petouhof

FEBRUARY 4, 2016

Using machine learning to understand the intent of an incoming ticket and determine the best available response, Wise Auto Response automatically selects and applies the appropriate reply to address the customer issue without ever involving an agent. Founded in 2012,Wise.io Follow at @wiseio.

Customer Experience 40

Customer Experience Customer Support Enterprise Engineering 40

Aspect

AUGUST 20, 2018

En una reciente publicacion de Olga Kharif para Bloomberg BusinessWeek nos compartria que, cuando LinkedIn había sido hackeado en 2012 y había comprometido las contraseñas de 117 millones de usuarios, en lugar de los 6,5 millones que se había informado originalmente, el sitio recibió un torrente de preguntas adicionales.

outsourcing 48

outsourcing Call Center Marketing Customer Care 48

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Shep Hyken , Customer Service and Experience expert – hyken.com. Blake Morgan.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Hodusoft

OCTOBER 9, 2024

has significantly increased, from a mere 447 in 2012 to more than 3,200 in 2023. Maintain Customer Trust Just imagine; out of two call centers that are similar in size, one is extremely particular about data security while the other is not. Just to put things in perspective, let’s take a recent stat.

call center software 52

call center software Call Center Contact Center Best practices 52

Amity

OCTOBER 31, 2016

It’s always fun for me to look back at customer reviews from those early years as all of them mention how amazingly reactive and supportive our customer support team was (and still is). In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team.

Coaching 0

Coaching Upselling Engineering Marketing 0

Fonolo

NOVEMBER 17, 2020

That includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. More than 80% of customers now say the experience a company provides is as important as its products. . More than two-thirds of service providers will move their contact centers to the cloud in 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SmartKarrot

FEBRUARY 16, 2022

Employee engagement rises by 20% on average in companies that take steps to improve their customer experience. Providing a high-quality customer experience can save up to 33% of customer service costs. What do customers have to say about customer experience? 50% of the consumers in the U.S.

Customer Experience 10

Customer Experience B2B Advertising B2C 10