HGS

OCTOBER 30, 2014

What trends are you seeing in the world of customer service? Interacting with our customers we see two major shifts in providing a great customer experience. Self-service platforms are gaining in popularity because they allow consumers to take control of solving their own problem. Thu, 10/30/2014 - 19:59.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. percent of brands are delivering leading-edge customer experience , while 33.5 percent are delivering average service and 39.6

Customer Service 104

Customer Service virtual call center Self service Analytics 104

Callminer

NOVEMBER 18, 2020

If you wouldn’t do that in front of your mom, you shouldn’t do that while on the phone with your customer. We train our customer service reps to avoid playing off the caller’s emotions…”. You have to have grace under fire in any customer service position, but especially when you only have voice at your disposal.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Customers That Stick

JANUARY 5, 2015

To begin, we’ll be creating more free resources you can use to enhance your customer service and customer experiences. We’ve enjoyed sharing so much great customer service and customer experience content over these past three years. Subscribe to Customers That Stick’s TM YouTube Channel.

Surveys 111

Surveys Customer centricity Education Customer Experience 111

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. As well as electronics manufacturers, nine other sectors were surveyed in the overall study, including banking , telecommunications and retail. Published on: September 11, 2015. and How do I get a replacement manual for my product?

Multichannel 76

Multichannel Customer Service Banking Self service 76

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. So what should organizational leaders take away from this survey?

Surveys 126

Surveys Customer Care Scripts Contact Center 126

Callminer

JANUARY 18, 2021

“A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. These shortcomings do affect the service quality. “A This is a vast difference having a huge impact on service quality.”

Best practices 226

Best practices Call Center Contact Center Scripts 226

Toister Performance Solutions

FEBRUARY 18, 2021

The CEO announces a service culture initiative. Committees, surveys, and more committees produce slogans, banners, and more committees. The CEO loses interest and announces a customer experience initiative. One company I worked with, Clio, rapidly grew its service culture with a methodical approach. Read more here.)

Advertising 133

Advertising Surveys Customer Service Customer Experience 133

Vonage

JULY 27, 2015

And seeing as some of the world’s most demanding consumers make up Truphone’s customer base (time-pressured executives working in global markets); a fast, efficient and reliable service is essential. Plus, using NewVoiceMedia’s post-call surveys, Truphone can monitor performance and ensure it consistently delivers outstanding service.

Technology 125

Technology outsourcing Enterprise Sales 125

GetFeedback

MAY 9, 2018

This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. A consumer survey by Imprint Plus found that 32.5% Offer excellent self-service content.

Customer Service 68

Customer Service Surveys Self service Feedback 68

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

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Delivering excellent customer service in the utility sector can be difficult.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

HGS

NOVEMBER 19, 2014

As these new ideas and concepts evolve around the digitally connected consumer, sometimes we forget the most basic of things when trying to figure out what solutions, systems, and procedures to implement to provide a better customer experience. Do you make it easy or difficult for your customers to do business with you? call center.

Business Process Outsourcing 130

Business Process Outsourcing outsourcing Interactive Voice Response Analytics 130

Win the Customer

JUNE 7, 2016

billion by the year 2018, compared to 2014 when online sales totaled $304.1 Customers shop online because it’s convenient. According to data reported by Kiss Metrics , a 2014 eCommerce survey found that 28 percent of shoppers will abandon their online shopping carts if they are met with unexpected shipping costs.

Engineering 90

Engineering Sales Metrics Surveys 90

Creative Virtual

OCTOBER 6, 2022

Back in 2014, the International Customer Management Institute (ICMI) published a report titled The Growing Need for Multilanguage Customer Support. This research is old now, but the desire of customers to have native language support is still very much there.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

VirtualPBX

MAY 25, 2022

It’s no secret that ride-sharing services like Uber and Lyft have taken over vehicle transportation services. Since 2014, the value of taxi medallions has dropped by a staggering 80%. Why Taxi Services Should Consider Texting: 80% of the total North American population use text messaging. In fact, it is predicted that 3.5

Transportation 98

Transportation Surveys Feedback Sales 98

Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. Personalize your customer service without getting too personal.

Self service 69

Self service Contact Center Surveys Sales 69

Comm100

FEBRUARY 19, 2014

When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. Web Chat – Customers Love It!

Benchmark 40

Benchmark Surveys Technology Customer Service 40

aircall

JANUARY 24, 2022

It’s a mistake to view your customer support team as a cost center. When you make your customers feel important, your customer service team becomes a growth center that drives your revenue up continually. The Importance of Making Customers Feel Valued . In terms of revenue, good customer service counts for a lot.

Call Center 126

Call Center Best practices call center software CRM 126

ProProfs Blog

FEBRUARY 13, 2020

Customer Loyalty Brands. Customer Service Loyalty. Retail Customer Loyalty. Customer Loyalty & Retention. Customer Loyalty & Experience. Customer Engagement & Loyalty. Future of Customer Loyalty. How to Build Customer Loyalty. Live Chat & Customer Loyalty.

Customer retention 164

Customer retention Sales B2B Marketing 164

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-channel support 38

Omni-channel support Customer Experience Customer Service Multi-channel support 38

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. Research indicates that millennials in particular are very comfortable using chat for customer service from their mobiles.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

Kayako

MARCH 14, 2022

It turns out that telecom customer service is a critical variable. Almost 40% of those who left a telecom company did so because of poor customer service. In today’s world, customers expect more personalization and almost instant solutions. 5 Top Telecom Customer Service KPIs.

Customer Service 62

Customer Service Metrics Surveys Wait times 62

CSM Magazine

AUGUST 17, 2015

Despite a massive growth in job vacancies, the customer service industry faces reduced candidate choice. Latest figures from the job site’s database have highlighted that job postings in the customer service industry have risen by 58.1% our recent survey revealed that 92.1% in the last year. in the last year.

Customer Service 45

Customer Service Surveys Management 45

Fonolo

FEBRUARY 20, 2020

According to a 2019 survey by Arise , more than 65% of people would only wait on hold two minutes or less, with about 13% of respondents saying they’re not willing to wait on hold at all, and slightly more saying they wouldn’t even call customer service because they think it’ll take too long to get answered.

Contact Center 101

Contact Center Call Center Wait times Technology 101

Toister Performance Solutions

AUGUST 27, 2019

A similar scene plays out in customer service every day. The customer service representative is Sisyphus, and the customer's problem is the boulder. Imagine being a customer service rep for Samsung or one of the wireless carriers that sold the faulty device?

Customer Service 58

Customer Service Wireless Advertising Airlines 58

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Vonage

JANUARY 3, 2017

Why are customers complaining in the first place? 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.

Customer Service 54

Customer Service Surveys Feedback Customer Experience 54

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. By contrast American shoppers are aiming to spend £250 ($382) according to the survey. In 2014 7% said they found it impossible or extremely difficult to find information on retailers’ websites – yet in 2015 this had trebled to 21%.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

Win the Customer

MARCH 31, 2016

million as compensation for a 2014 consumer data breach that affected over 50 million cardholders, including $13 million in reimbursement and $6.5 million for identity protection services. data breaches in 2014, of which 263 involved organizations in the business sector, according to the Identity Theft Resource Center.

Best practices 69

Best practices industry standards Technology Surveys 69

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

ProProfs Blog

AUGUST 8, 2019

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. But you need to know that good customer service stories aren’t made in a day or two.

Customer Service 76

Customer Service Airlines Feedback Sales 76

Win the Customer

JANUARY 13, 2016

According to the Forrester Research Group, almost two billion people worldwide owned a smartphone in 2014. 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. It Puts the Customer First.

Call Center 85

Call Center call center software Technology Sales 85

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. Mobile Customer Engagement. Customer Engagement & Service.

B2B 204

B2B Banking Employee engagement Personalization 204

GetFeedback

JUNE 12, 2019

But McKinsey argues that it’s nearly impossible to deliver consistent service without managing the entire buyer’s journey. Because there are more potential touchpoints than ever before, the first step to improving customer service is taking a closer look at the entire journey. Response rates were low, and our costs were high.”.

Surveys 79

Surveys Feedback Benchmark Education 79

CSM Magazine

NOVEMBER 27, 2020

The Institute of Directors (IoD) surveyed 958 British businesses and found that 74% plan to retain home-working for the foreseeable future. The IoD survey echoed the earlier findings of researchers from Cardiff and Southampton universities, who found that 90% of employees would also prefer to continue working from home.

Wait times 98

Wait times Chatbots Enterprise Banking 98

Nicereply

MARCH 14, 2023

This book provides a simple formula for executing on your most critical priorities amid the day-to-day activities needed to keep a customer support team running. No amount of coaching, training, or quarterly feedback surveys will prevent it. That means that eliminating the need for service is the best way to satisfy customers.

Management 98

Management Call Center Entertainment Metrics 98