Callminer

NOVEMBER 9, 2020

Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Fraudulent callers may not be able to answer particularly personal questions about a customer.

Call Center 345

Call Center Banking Contact Center Accountability 345

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. They are an effective, low-cost solution for customer support.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. According to the global leaders, that’s because: They deliver excellence customer service. The Top 10 Companies.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Here we’ll look at how direct feedback from customers can be gathered with little expense and lead to significant process improvements. There are several low-cost methods of gathering feedback from your customers. Survey Them.

Consulting 140

Consulting Consulting Surveys Feedback 140

Global Response

FEBRUARY 17, 2025

VoC insights offer deeper understandings of potential pain points to improve on in business operations and customer support strategies. Driving proactive customer service through predictive analytics VoC data can be tracked historically, allowing businesses to anticipate problems and strategically ramp up support.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Taylor Reach Group

APRIL 9, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Providing poor CX is incredibly expensive!

Consulting 173

Consulting Consulting Contact Center Surveys 173

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

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. If you are there for your customers, they’ll want to be there for you. A strong customer relationship is rooted in exemplary customer service and support.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Steve DiGioia

JUNE 20, 2016

According to the “State of the American Workplace”, a 2013 Gallup study, seven out of 10 workers in the US say they aren’t fully engaged at work, meaning they aren’t working to their fullest potential. But we still expect our employees to be engaged and to work hard under conditions like this, and to provide GREAT customer service!

Morale 167

Morale Employee engagement Surveys Management 167

AskNicely

JUNE 18, 2015

The one secret to turning your customers into raving fans and stop million dollar mistakes. The world has been preaching the importance of customer service more than the Bible itself and yet I see company after company running into the same critical mistakes. Your customers are your business! I think you get the point.

Customer Service 68

Customer Service Customer centricity Surveys outsourcing 68

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Customer service diminishes. InsO International changed the call center and customer service arena by pioneering the world’s first hybrid call center solution. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Connecting the Dots

OCTOBER 21, 2024

Broetzmann Companies have tried for decades to improve customer complaint resolution without notable success. In the nearly 40 years since the original study, companies of every size and shape have identified customer service as an area of tremendous importance for customer retention and branding. In our 2013 U.S.

Complaint resolution 62

Complaint resolution Consulting Consulting Surveys 62

Vonage

JANUARY 3, 2017

At NewVoiceMedia, we’ve recently updated our Serial Switchers report and found that UK businesses are collectively losing £11 billion per year through poor customer service. While the cost of bad service might seem huge, it’s actually 1.2 billion less than in 2013. But, what makes customers switch to a competitor?

Customer Service 54

Customer Service Surveys Feedback Customer Experience 54

CSM Magazine

JULY 24, 2024

The results of a new survey into the customer service industry have been released by CommBox. The survey reveals a growing call from UK consumers for brands to find ways to fix declining levels of customer satisfaction, particularly as customers become more unforgiving of poor service delivery.

Customer Service 52

Customer Service Chatbots B2C Surveys 52

Callminer

FEBRUARY 21, 2018

She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. Craig Borowski is a Content Analyst at Software Advice , covering changing trends in the SMB market, with a focus on CRM, customer service and digital (and offline) customer experience strategy.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

TechSee

DECEMBER 5, 2017

To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point. 1. Casengo is a cloud-based customer support software platform that enables companies to provide customer service through social networks, email or chat.

Contact Center 116

Contact Center Technology Self service Call Center 116

C3Centricity

DECEMBER 31, 2018

This article has been amongst the top twenty posts every year ever since it was first published back in 2013, a staggering five years ago! And customer satisfaction is becoming insufficient to drive growth alone. Just click on the button and you will be taken directly to the survey. Marketing must deliver more!

Journey mapping 117

Journey mapping Marketing Personalization Surveys 117

ProProfs Blog

FEBRUARY 19, 2021

But on the other hand, less wait time indicates efficient customer service and low customer effort. The amount of effort a customer has to put in to engage with your business can make or break the customer experience. . released in the year 2013. How to Analyze the Customer Effort Score (CES) Survey Results?

Customer effort 78

Customer effort Surveys Wait times Customer Support 78

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 71

Customer Service Customer Care Scripts Sales 71

LiveChat

JANUARY 20, 2017

In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like. A quick history of customer service. Before we get to the future of customer service, let’s see how it looked in the past. It’s the era of omnichannel customer service.

Customer Experience 62

Customer Experience Customer Service Chatbots Self service 62

CSM Magazine

JUNE 29, 2020

Efficiency – it’s the concept all customer service managers must live by, whether we care to admit it or not. Every coin has two faces, and the customer services efficiency dilemma is much the same. In stores, restaurants, cafes and call centers, temperamental connections leave customers waiting, too.

Morale 52

Morale Customer Service Feedback Call Center 52

ClearAction

SEPTEMBER 28, 2015

For example, when we buy something the farthest things from our minds are that it might not work as expected, or how it will be to call customer service, or the surveys we'll be invited to answer, or recommendations we'll be encouraged to make, and so forth. Customers and executives alike will become impatient.

Customer Experience 105

Customer Experience Government Surveys Management 105

Win the Customer

JANUARY 13, 2016

Businesses have had to move quickly to keep pace, making sure their websites are mobile-friendly, so they don’t lose out on the many customers who prefer to connect through a smartphone. Furthermore, more than 75% of people surveyed check work data on their phones every day.

Call Center 85

Call Center call center software Technology Sales 85

ProProfs Blog

JUNE 21, 2019

Building customer loyalty implies you can sell multiple products and services to the same customer over a period of time. eMarketer states In a November 2018 – Retail TouchPoints survey, retailers’ spending on acquisition and retention weren’t radically different on the surface. Recommended Read.

Customer retention 95

Customer retention Sales Marketing Scripts 95

ClearAction

DECEMBER 11, 2016

Step into your customer’s shoes and think about it: one part of the company you’re buying from asks you to participate in a survey where you voice certain frustrations, and shortly afterward another part of the company asks you to engage in the loyalty program and promote how wonderful the company is.

Customer Experience 73

Customer Experience Best practices Surveys CRM 73

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

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. And yet, it turns out customers like. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp).

contact center solutions 15

contact center solutions Contact Center Morale Benchmark 15

Eptica

AUGUST 21, 2019

Author: Steve Nattress - International Solutions Director Chat is fast becoming a mainstream channel when it comes to customer service. For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. Why the future of customer service is AI and humans together.

Advertising 66

Advertising Best practices Upselling Analytics 66

Fonolo

AUGUST 4, 2020

Businesses care about customer perception because it directly impacts their bottom-line. A swing in customer opinion may not destroy your business, but it will almost certainly lead to lost revenue, market share, and reputation. In short, there are two ways of finding out how customers perceive your business: Asking them .

Advertising 120

Advertising Airlines Call Center Metrics 120

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

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Airlines 74

Airlines Customer centricity Surveys Customer Experience 74

CSM Magazine

JULY 28, 2015

However, as the end consumer becomes increasingly mobile, equipped with smarter devices and, most importantly, higher customer service expectations, corporate America needs to address how best to service this new customer. Customer Satisfaction Surveys. This is particularly important to inbound call centers.

Call Center 45

Call Center Customer Service Call flow Abandon rate 45

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 49

Customer Service Advertising Call Center Scripts 49

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. Measuring and improving the customer experience from marketing to customer service.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

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

aircall

NOVEMBER 3, 2016

Lacking a prominently displayed phone number on your website makes an unfavorable impression: in 2013, 47% of people reported feeling “frustrated or annoyed” and “more likely to explore other brands” when unable to contact a business directly. The phone channel is an means to a simplified customer experience.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

Interaction Metrics

MARCH 26, 2019

For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality defects. In fact, they seem to want to find out because we've seen a surge in employee surveys over the past few years. The post Gallup Says Engagement Matters, What Are You Doing About It?

Employee engagement 48

Employee engagement Metrics Surveys Customer Service 48