TechSee

DECEMBER 12, 2017

In practice, agents accessing an open customer care case must sift through increasingly complicated data sets and perform a time-consuming analysis in order to form a comprehensive picture of the customer’s profile.

Contact Center 143

Contact Center Enterprise Technology Customer Care 143

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. See what other customer emotions linger. But should be used all year ’round.

Surveys 126

Surveys Customer Care Scripts Contact Center 126

Amity

JANUARY 22, 2014

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Have you set your Customer Success New Year’s Resolutions yet? If not, you can find inspiration from members of the Customer Success Meetup group. The event consisted of a panel discussion.

Chief Customer Officer 48

Chief Customer Officer Sales Customer Care Surveys 48

Win the Customer

NOVEMBER 14, 2016

These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media. Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. How you respond can also result in some fascinating wins.

Customer Service 145

Customer Service Airlines Marketing Banking 145

Win the Customer

DECEMBER 25, 2019

Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationship development not typically capable in traditional customer service channels. YoY increase in customer retention.

Customer Service 115

Customer Service Advertising Customer Care Customer retention 115

Vcaretec

JUNE 6, 2022

Clients met all of their customer care goals, even on the busiest shopping days of the year. It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by more than 10 fold.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89

HGS

AUGUST 3, 2016

For customer complaints, cloud data storage enables immediate and accurate product tracking, right down to the store a product was sold from, the shipment it came in, and the factory where it was manufactured. The global cloud-based BPO market is estimated to grow at a CAGR of 11.39% from 2014-19, according to ResearchMoz.

Sales 100

Sales Customer Care Technology Management 100

Skybridge

APRIL 23, 2021

Back in 2014, I wrote a post about six tools to use to provide employees with a clear line of sight to the “target,” the customer. Find out how Skybridge Americas can help you delight your customers and grow your business. We seamlessly integrate our superior customer care skills with your brand messaging.

Customer Care 52

Customer Care Customer centricity Sales Customer Experience 52

PeopleMetrics

OCTOBER 27, 2014

How can this possibly relate to customer experience? If you’re looking to improve customer experience, maybe it’s best to think of customers you interact with online as fans. Your customers care enough about you to talk to you (and talk to each other about you) on the massive forum that is the internet.

Customer Experience 102

Customer Experience Customer Care Customer retention Technology 102

HGS

NOVEMBER 6, 2014

Here are three tips to remember about customer complaints: When the customer calls to complain, he or she is giving the organization an opportunity to fix the problem. To a certain extent, this customer cares. Organizations should thank their customers for complaining and do whatever it takes to win these customers back.

Feedback 100

Feedback Customer Care Customer Experience Management 100

Callminer

JANUARY 18, 2021

Besides nurturing an omnichannel approach to customer care, organisations should carefully consider the operational aspects of their call centres to ensure it is satisfying as many callers as possible, including adequately addressing customer vulnerability. .”

Best practices 226

Best practices Call Center Contact Center Scripts 226

Vonage

AUGUST 15, 2016

Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes. As I’ve discussed before, successful brands help customers help themselves, serve customers where they are and personalize customer care.

Self service 69

Self service Contact Center Surveys Sales 69

Connecting the Dots

AUGUST 1, 2015

Read Full Article Download PDF Updating the definition of the voice of the customer By John Goodman,David Beinhacker,Scott Broetzmann Editor’s note: John Goodman is vice chairman, David Beinhacker is director of research and Scott Broetzmann is president and CEO, at Customer Care Measurement and Consulting, an Alexandria, Va.,

Big data 62

Big data Consulting Consulting Enterprise 62

HGS

JUNE 17, 2015

Here are some interesting facts around healthcare consumer behavior: Health-related employee productivity loss accounts for 77 percent of all such loss and costs employers two to three times more than annual health care expenses, according to a 2014 Population Health Management study.

Healthcare 100

Healthcare Education Accountability Customer Care 100

CSM Magazine

APRIL 5, 2018

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? Priya was awarded New England Entrepreneur of the Year in 2014 and ranked on the 2015 top 100 Entrepreneur list by the Boston Globe.

Customer Care 40

Customer Care Chatbots Automotive Average Handle Time 40

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Gamification Call Center Self service 80

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. A few years, during the relentless Polar Vortex, we made t-shirts for our team saying “Winter Suffer Fest 2014. The 3 Hottest Trends Impacting Outsourced Customer Care. Bring it.” We’d love to hear from you.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

ProProfs Blog

JANUARY 30, 2020

Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. With the customer trust level going down at this rate, it will become all the more essential for a business to interact with its customers actively. And delighted customers are equivalent to more revenue for the business.

B2B 204

B2B Banking Employee engagement Personalization 204

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

CX Journey

JANUARY 27, 2015

Image courtesy of cgrantham Today''s post is a modified version of a post I originally wrote for Confirmit in September 2014. We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies.

B2C 64

B2C B2B Customer Experience Customer Care 64

BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. Bring it.”

Contact Center 62

Contact Center Morale Gamification Transportation 62

Knoah

MAY 25, 2017

Over 90 percent of consumer care managers told ICMI they believed their agents could be better at providing resolutions, while almost three-fourths said their organization’s procedures stood in the way of employee effectiveness. It may also be wise to outsource certain back-office services or care procedures.

outsourcing 48

outsourcing Technical Support Call Center Customer Care 48

Knoah

MAY 26, 2017

Customer Think gathered statistics that concluded customer service communication on Twitter grew 250 percent between 2014 and 2016. These businesses need to find customer care solutions to provide answers on preferred channels and on the go when preparing for busy seasons. appeared first on Knoah.

Customer Care 48

Customer Care Sales Surveys Customer Service 48

Calabrio

NOVEMBER 18, 2015

This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. Customer engagement and analytics software yield measurable benefits.

Contact Center 49

Contact Center Analytics Metrics Surveys 49

Natalie Petouhof

JULY 16, 2015

But they do expect companies to care. One way to show they care is by providing better customer care. FieldOne, offered to customers as a cloud service, is built on Microsoft technology for fast integration. People don’t expect companies to be perfect.

Analytics 63

Analytics Customer Service CRM Self service 63

CSM Magazine

AUGUST 28, 2019

Northern Gas Networks was shortlisted for six UK Customer Experience Awards in 2014 in recognition of its work to transform customer experience, and was awarded six gold awards including securing the award for Overall Best Customer Experience.

Customer Experience 8

Customer Experience Customer centricity B2B Customer Care 8

Toister Performance Solutions

AUGUST 15, 2017

A 2014 study from Fuze found that more than half of us spend at least 13 hours per week in meetings. Alex Wyatt, Vice President of Customer Care at Gardner Dixie Sales Inc. Ugh, not another meeting. It seems like our calendars are full of them. Most of these meetings seem pretty pointless.

Consulting 50

Consulting Consulting Customer Care Customer Service 50

customer sure

NOVEMBER 26, 2014

CustomerSure really offer a Gold standard in customer care.”. “I I have never had customer service as speedy, efficient and proactive as the service at CustomerSure. Customer support has been excellent – often proactively solving issues before I have been able to report them. I cannot sing their praises enough.

Surveys 97

Surveys Feedback Marketing Benchmark 97

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. The biggest problems keeping QA teams up at night are…”.

Call Center 140

Call Center call center software outsourcing Coaching 140

Brad Cleveland Blog

FEBRUARY 10, 2015

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?

Customer Care 24

Customer Care Customer Service Surveys Contact Center 24

Natalie Petouhof

APRIL 12, 2016

What’s Happening With Messenger Facebook: Messenger’s growth is skyrocketing with its monthly active users growing from 500 million in 2014 to 900 million today. Often Marketing “owns” the Facebook page and had not worked out what to do with Customer Service issues.

CRM 49

CRM Sales Marketing Personalization 49

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This is also possible for companies whose social media team comes from a single department, and who aren’t fully versed in the ins-and-outs of responding to customers as a team.

Customer Service 61

Customer Service Customer Care Morale Marketing 61

Taylor Reach Group

MARCH 26, 2018

The Six Sigma White Belt Training Workshop was the HIGHEST rated program of the 2013 & 2014 Annual Conferences held in Scottsdale, AZ and Colorado Springs, CO. OCAP’s new Professional Development Forum (formerly the Symposium) has been designed to help customer care professionals address these various roles and workplace realities.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Clarabridge

NOVEMBER 24, 2015

Make your social channels into customer care hubs : Getting up early the day after Thanksgiving to wait in line for Black Friday deals is an emotional decision. If your customers’ expectations aren’t met, their reactions can range from disappointment to frustration to anger—so you need staff ready and able to take quick action.

Feedback 40

Feedback Multichannel Customer centricity Best practices 40

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. Understanding exactly what customers are thinking and how they are feeling about your financial brand helps to better serve account holders and address regulatory requirements at the same time.

Banking 45

Banking Management Finance Government 45

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. Understanding exactly what customers are thinking and how they are feeling about your financial brand helps to better serve account holders and address regulatory requirements at the same time.

Banking 45

Banking Management Finance Government 45