Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Outsource Consultants

MAY 8, 2024

Fast forward to… 2013: The Inter-American Development Bank recognized Colombia’s potential, calling it a “hidden jewel” for outsourcing in Latin America. But at Outsource Consultants, we believe a “top 10” list might not be the most effective approach. That’s where Outsource Consultants come in.

outsourcing 67

outsourcing Call Center Education Consulting 67

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Taylor Reach Group

MAY 1, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). There are several low-cost methods of gathering feedback from your customers. Just CLICK HERE to schedule a free consultation.

Consulting 140

Consulting Consulting Surveys Feedback 140

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Taylor Reach Group

APRIL 9, 2020

What’s the cost to your organization if nearly three quarters of your customers go elsewhere? Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). Just CLICK HERE to schedule a free consultation.

Consulting 173

Consulting Consulting Contact Center Surveys 173

NobelBiz

OCTOBER 30, 2020

Call center customer service has a strong bearing on customer satisfaction and your business as a whole. So, improving call center customer service becomes necessary in order to make your business stand out. So, improving call center customer service becomes necessary in order to make your business stand out.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52

teleopti

DECEMBER 13, 2018

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Livepro

JUNE 19, 2019

Returning in 2019 across 4 major cities, a jam packed agenda with 2 Keynote Speakers in each state have varied backgrounds including some creative and amazing minds behind cutting-edge AI technology, state government and industry veterans with a wide range of consulting expertise. Topic: ‘AI for Customer Service’.

Government 75

Government Gamification outsourcing Consulting 75

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 67

Customer Service Metrics Call Center Banking 67

CSM Magazine

NOVEMBER 4, 2022

In 2013, customer experience innovator Matthew Dixon authored a new book that forever changed the game of customer service. Dixon’s Effortless Experience transformed the business landscape and defined the gold standard for customer experience for the last 10 years – until now.

Consulting 52

Consulting Consulting Technology Enterprise 52

Fonolo

JANUARY 11, 2022

The book includes case studies from Canadian Tire Financial Services, MedSolutions, and VSP Vision Care, to help managers learn strategies that bolster call center performance. Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results (2012), Renée Evenson. DID YOU KNOW?

Call Center 81

Call Center Marketing Management First call resolution 81

Comm100

AUGUST 24, 2016

The problem might be with the quality of your product/service. But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated.

Customer Service 58

Customer Service Customer Care Scripts Sales 58

JustCall

AUGUST 2, 2021

Customer Service experience matters a lot for both the customer as well as the brand image of a company. Strategies of Customer Service Leadership. While all customer experience experts are unique and successful in their own way, there are a few notable names here. Training them right. Kate Leggett.

Customer Experience 52

Customer Experience Consulting Consulting Best practices 52

Beyond Philosophy

SEPTEMBER 11, 2014

According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ”. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Callminer

FEBRUARY 21, 2018

She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. One common mistake I see from call centers that I have consulted with over the last year is…”. Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Sykes

MAY 2, 2018

After working for more than 30 years as an account executive and process consultant for Fortune 500 companies, Mike Ferguson was beginning to feel the burn out. “I He filled out an application and was hired as an agent in the company’s work-at-home network, SYKESHome, in December of 2013. I looked at my wife and said, ‘You know what?

Coaching 68

Coaching Consulting Consulting Accountability 68

CX Global Media

JULY 12, 2019

Bill’s current assignment is heading up the Customer Care team for the leading US manufacturer of fine jewelry, Stuller. Shawna Fuller Director of Customer Service/Corporate Sales, GiftTree. About Shawna Fuller : I have been with GiftTree for 15 years as Director of Customer Service and B2B Sales.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Livepro

JULY 17, 2018

He is passionate about customer and employee experience and is continually innovating service models that have attracted industry excellence awards. In 2013 his team was the ICMI “Global Contact Centre of the Year” for Small to Medium-Sized Centres. KEYNOTE SPEAKER MELBOURNE 12th Sept & BRISBANE 18th Sept 2018.

Transportation 40

Transportation Government Multichannel Consulting 40

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116

Taylor Reach Group

OCTOBER 3, 2017

What is the true value of customer satisfaction? A 2017 study indicated that poor customer service is costing US businesses $62 billion annually. That’s up $20 billion since 2013! But what about good customer service? Is there a difference between ‘satisfied’ customer versus ‘very satisfied’ customer?

Advertising 50

Advertising Surveys Customer centricity Consulting 50

Nicereply

DECEMBER 22, 2020

If you can’t hire more people, reduce the load for your staff by creating a holiday season FAQs to ensure that simple queries can be handled by self-service. US consumers spent three trillion US dollars in the retail industry over the 2013 holiday season, and online retail sales are predicted to rise 21% higher in 2018 compared to 2017.

Wait times 59

Wait times Morale Consulting Consulting 59

Vonage

JULY 7, 2017

Cut the scripts: provide genuine, unscripted service. Scripted service, provided by servile, unempowered employees who are required to ask a manager before doing anything unusual or creative for a customer? That’s so 2013. Anything that can be scripted can be turned over to machines, and customers today realize this. .”

Customer Experience 71

Customer Experience Scripts Consulting Consulting 71

Beyond Philosophy

JUNE 11, 2015

Now, we come to retailers which had customer loyalty programs, usually of long-standing, and elected to discontinue them.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Toister Performance Solutions

JANUARY 10, 2019

I typically have a lot of conversations with customer service leaders this time of year who want to hire me to conduct training for their team. The surprising truth is video is usually much more effective than hiring an external consultant for frontline customer service training. Why should you believe me?

Consulting 48

Consulting Consulting Customer Service Accountability 48

aircall

JUNE 21, 2021

The sales performance research firm CSO Insights also found that in 2013, only 58.2% Companies should also have an idea of what problems their customers face. When you have a firm grasp of your customer’s concerns, you can tailor your products or customer service offerings to resolve those issues. .

Sales 71

Sales Customer Experience Surveys Feedback 71

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. According to Carlos Mu?oz It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using workforce.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Infinity

OCTOBER 20, 2019

Chatbots support this rapid-fire question/answer demand thus allowing time for the real applaudable service questions to be left to the real agents - humans. With this in mind, would this mean that a contact centre’s agent needs to be elevating their customer service techniques? Again, this applies to contact centres.

Chatbots 40

Chatbots Consulting Consulting Banking 40

C3Centricity

MAY 1, 2021

These could be gathered by mere observation, an analysis of who your purchasers are, or a review of contacts from your customer services group – taking into account that these may be biassed. This analysis was first developed in the 70’s by the Boston Consulting Group.

Customer centricity 59

Customer centricity Marketing Best practices Consulting 59

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ijgolding

MAY 5, 2017

CX Talent Ltd is a bespoke recruitment agency specialising in finding candidates for businesses where Customer Experience Management forms an essential part of their overall business strategy. At CX Talent Ltd we recognise that businesses can find it difficult to find the right candidate for Customer Experience roles.

Journey mapping 57

Journey mapping Airlines Education Feedback 57

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. Many look to the company for ways to improve customer retention. All this means that the customer retention rate in the industry is very high. IT Services: 81%.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

CSM Magazine

SEPTEMBER 17, 2015

Aptean supplies a number of firms in the financial services sector with sophisticated complaints management software called Respond. For example, the Consultation Paper led us to believe that SRCs would be included – we responded by building a unique system that automatically delivers these SRCs once a complaint has been resolved.”.

Consulting 40

Consulting Consulting Management Accountability 40

Answer Dash

JANUARY 9, 2019

I’ve been lucky enough to work in some type of “customer” area since 2007, starting off in the conference industry, then media about customer management (that’s what we called it), moving on to work in customer service for a Fortune 100 tech company for two years and focusing purely on customer experience thought leadership for the last three years.

Customer Experience 82

Customer Experience Chief Customer Officer Chatbots Technology 82

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. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

SmartKarrot

MARCH 8, 2022

They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Annette Franz. Daphne Lopes. Emilia D’Anzica.

Chief Customer Officer 21

Chief Customer Officer Coaching SaaS Customer centricity 21

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies. Q: Please introduce yourself.

Management 52

Management Upselling Accountability Metrics 52