ShepHyken

AUGUST 12, 2016

Adam Toporek is an internationally recognized customer service expert, keynote speaker , and workshop leader. He is the author of Be Your Customer’s Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick ® blog.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

Vcaretec

JUNE 6, 2022

We’ve made it easy for you to check this off your list with our Big List of Customer Care Events and Conferences. Attendees come from all different industries representing various functions including: call center/contact center, customer care, customer service, customer experience, operations, IT/Tech support and more.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. But there’s still a way to go, and for customer support to really thrive it needs the backing of the board – just like marketing and sales departments. Now onto the best of 2015!

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Provide Support

NOVEMBER 3, 2015

That is why it is important to offer not only a top-notch customer service, but also to provide access to various ecommerce website communication channels which your customers can use to get in touch with your customer care team. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015.

Customer Support 79

Customer Support Customer Care Customer Service Personalization 79

Vcaretec

JUNE 6, 2022

Countless studies have shown that ensuring your customers have a great buying experience leads directly to larger purchases and repeat sales. From a customer care perspective, how do the best retailers really Wow their customers and create loyalty throughout the season? Timing is everything.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet Jeannie Walters! – She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 years. If you have a story to share, let us know.

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

TechSee

JANUARY 29, 2019

Visual engagement is the key to an optimal customer experience, and computer vision is well positioned to take visual engagement to the next level using the power of automation. It can also help predict issues before they even happen, allowing a customer care team to avoid dissatisfaction or attrition. Rise of Computer Vision.

CRM 164

CRM Personalization Self service Sales 164

TechSee

APRIL 10, 2019

This initiative is the continuation of Verizon’s efforts to improve customer experience in telecoms, and the results of past CX projects speak for themselves. The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Power’s 2018 U.S. Business Wireline Satisfaction awards.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

PeopleMetrics

JANUARY 12, 2015

Superhero fantasies aside, what do you want achieve in 2015 with your customer experience efforts? Do you have a succinct definition of your customer experience goal? senior-level champions, line leaders, product people, IT, HR, sales, marketing, or customer care). Step 1: Clearly and specifically define success.

Customer Experience 130

Customer Experience Customer centricity Wireless B2B 130

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Technology Self service Call Center 116

Provide Support

SEPTEMBER 27, 2016

Assuming that your products or services are absolutely great, do you know what can drive your customers away and prevent you from building long-lasting relationships with them?(.). © 2003 - 2015 Provide Support LLC. Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

Sales 91

Sales Customer Care Customer Service Customer Experience 91

Provide Support

AUGUST 18, 2015

There are so many tips online on how to boost customer satisfaction that sometimes one can get lost in the flood of information. Recent CX Act research 2015 “ Omni-Channel Customer Care Study ” revealed that there are 3 most important drivers of customer satisfaction. Let’s look at each one of them. Human contact.

Customer Service 88

Customer Service Customer Care Self service Personalization 88

Tethr

DECEMBER 8, 2021

Beasley, with over 20 years of experience in founding, growing, and selling tech companies, began working with Tethr in 2015 and has served in several executive roles since that time. Tethr directly impacts customer churn, sales conversion, service costs, and employee performance”. The potential is just unreal.

Analytics 88

Analytics Enterprise Sales Customer Care 88

HGS

MAY 27, 2015

For instance, large metropolitan areas such as London, Toronto, and Chicago-based centers can leverage a city’s diverse talent pool of qualified professionals and multi-lingual graduates to support complex customer care operations. Wed, 05/27/2015 - 14:41. Customer Service. Is your business ready for the change?

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

HGS

JUNE 17, 2015

At HGS, we interact with close to 200,000 customers every day. As customer care experts, we understand the psychology and need behind each interaction and hence can help our customers shift from a transactional approach of interactions into a meaningful educational interaction or shared decision activity. Healthcare.

Healthcare 100

Healthcare Education Accountability Customer Care 100

Provide Support

NOVEMBER 3, 2015

That is why it is important to offer not only a top-notch customer service, but also to provide access to various ecommerce website communication channels which your customers can use to get in touch with your customer care team. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015.

Customer Support 53

Customer Support Customer Care Customer Service Personalization 53

BlueOcean

MAY 18, 2022

Blue Ocean, an award-winning provider of customer care solutions, is delighted to announce the promotion of Amy Bennet Roach to Vice President, Sales and Marketing. In 2015, Amy was promoted to Director, Marketing and Communications, and then Director, Sales and Marketing in 2018.

Sales 62

Sales Marketing Multichannel Advertising 62

Clarabridge

AUGUST 28, 2015

As a type of self-service customer care , direct your community to it with helpful links. In any customer service environment, flexibility is key. Introduce mobile devices and mobile apps, to work on/with either at home or at the office, to provide customer care on the go. Customer care team, at your service!”).

Customer Service 75

Customer Service Customer Care outsourcing Self service 75

Win the Customer

FEBRUARY 26, 2016

Customer Care in a Transparent Company. Expanding the umbrella further, marketing is just one part of the total customer experience. In this social media driven world, brand transparency is a talking point for word-of-mouth customer care.

Airlines 69

Airlines Customer Care Marketing Surveys 69

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

NOVEMBER 29, 2017

Contact center leaders understand the value of the customer experience, and in 2017 they stepped up their game. Companies have come to realize that the customer experience has a direct effect on loyalty and, accordingly, the trend is expected to continue in and beyond 2018.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

CCNG

OCTOBER 19, 2022

(Temkin, 2017) 83% of customers would trust recommendations from the people they know: colleagues, family, friends, etc. Nielsen, 2015) An average NPS increase by 7 points correlates with a 1% growth in revenue. London School of Economics, 2005) Customer Effort Score Is CES worth your attention? Short answer: YES!

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Knoah

MAY 26, 2017

percent from the previous year in 2015, which also saw a 1.6 “Modern customers like to be informed.” between 2015 and 2016. While this increase is substantial in its own right, it doesn’t show all the many ways customers may use online resources while preparing for the coming school season.

Customer Care 48

Customer Care Sales Surveys Customer Service 48

Connecting the Dots

MARCH 15, 2017

Forty years after the first White House Study on customer satisfaction and billions of dollars later, people are as unhappy as ever, finds the 2015 Customer Rage Study. The post Whitepaper: Are You Wasting Money on Customer Service? appeared first on Customer Care Measurement & Consulting (CCMC).

Customer Service 48

Customer Service Consulting Consulting Customer Care 48

Provide Support

NOVEMBER 24, 2015

With all this power comes great responsibility, so here’s my reasons for using social media for customer support (I encourage brands to take notice):(.). © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015. Read more. Permalink | One comment.

Customer Service 55

Customer Service Customer Support Technology Customer Care 55

C3Centricity

MARCH 15, 2018

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management.

Big data 124

Big data Analytics Personalization Entertainment 124

Connecting the Dots

MARCH 22, 2023

If the internet goes down, our household grinds to a halt, said Broetzmann, the president and CEO of Customer Care Measurement and Consulting, which conducted the survey online in January in partnership with Arizona State University business school researchers. Broetzmann said that isnt an effective way to get results.

Front-line service 62

Front-line service Consulting Consulting Surveys 62

Connecting the Dots

NOVEMBER 8, 2017

Ensuring customer grievances are handled efficiently, however, should be a higher priority, especially when $313 billion of company revenue is at risk, according to the eighth edition of the Customer Rage Study. This is more than fifty percent higher than the amount reported in 2015.

Finance 48

Finance Consulting Consulting Customer Care 48

Connecting the Dots

NOVEMBER 8, 2017

Ensuring customer grievances are handled efficiently, however, should be a higher priority, especially when $313 billion of company revenue is at risk, according to the eighth edition of the Customer Rage Study. This is more than fifty percent higher than the amount reported in 2015.

Finance 48

Finance Consulting Consulting Customer Care 48

CSM Magazine

DECEMBER 11, 2015

A new Xerox report, ‘The State of Customer Service 2015’ reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons. And we suspect that this is happening beyond telecoms customers.”.

Customer Care 40

Customer Care Surveys Call Center Technology 40

Fonolo

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. 74% of those surveyed directly influence their organizations’ customer experience budgets, while 37% either sit-in or directly report to the C-suite.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Natalie Petouhof

DECEMBER 6, 2016

The agent browser user interface is now a single version, meaning it is compatible with versions of Oracle Service Cloud all the way back to May 2015 and upgrades will now happen with zero downtime. The UI theme has been updated for consistency across all Oracle Cloud portfolio applications.

Contact Center 79

Contact Center Analytics Best practices Metrics 79

Clarabridge

SEPTEMBER 2, 2015

Without a proper tool, you can leave your customer care agents juggling between multiple social media profiles and tools, trying to keep pace with the high volume of incoming social media mentions. This post originally appeared on the Engagor blog on March 30, 2015; head to Engagor to continue reading.

Enterprise 73

Enterprise Customer Care Accountability Management 73

CSM Magazine

OCTOBER 16, 2023

Where they can continually evolve and improve their communications and discover new innovative ways of working to enhance customer care and do more with less which is critical for them,” comments Jonathan Sharp, CEO, Britannic.

Consulting 52

Consulting Consulting Customer Care Accountability 52