ShepHyken

DECEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 233

Customer Service Marketing Customer Care Technology 233

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. Here are twelve ways to use social media to enhance the relationship you have with your customers. Consumer Disappointment with Customer Service Is Real by Dianna Labrien. Is the customer always right?

Customer Service 208

Customer Service B2C B2B Customer Care 208

ShepHyken

SEPTEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Create Great Customer Experiences with These Three Principles by Opinurte Team. Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps.

Customer Service 0

Customer Service Analytics Customer Care Customer Experience 0

ShepHyken

AUGUST 29, 2016

Each week I read a number of customer service articles from various online resources. 5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes.

Customer Service 0

Customer Service Journey mapping Contact Center Customer Care 0

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? 6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . The 30 Things Customers Really Value by Eric Almquist. by Phil Goldstein.

Customer Service 174

Customer Service Chatbots Multichannel Customer Care 174

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. The 27 Best Customer Service Books by Mathew Patterson.

Customer Service 195

Customer Service B2C Personalization Metrics 195

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. There are big trends shaking up the customer service industry this year, and you’ll see many service providers trying to address new challenges.

Customer Care 52

Customer Care Wireless Education Contact Center 52

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Reporting Your customer care program may accumulate more data than any other part of your organization. Hourly staff?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. My Comment: This article had me a the title: “Kick Ass Customer Service.” Here are my top five picks from last week.

Customer Service 192

Customer Service Self service Feedback Customer Care 192

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. Arguably, in 2021 the industry experienced a seismic shift.

Customer Service 98

Customer Service Chatbots B2B Customer Care 98

Interaction Metrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. What Exactly is Customer Service Consulting? trillion.

Consulting 62

Consulting Consulting Customer Service Surveys 62

CCNG

OCTOBER 19, 2022

(Martech Alliance, 2021) Customer-obsessed businesses expect to be 7x more relevant to customers, 5x more likely a top provider of products, and 4x more profitable. Forrester, 2016) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

Customer Service 192

Customer Service Marketing Personalization Customer Experience 192

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

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. The results from the study revealed an alarming picture of how companies ignore some of the most fundamental best practices in customer service.

Customer Service 224

Customer Service Technical Support Benchmark Best practices 224

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Technology 244

Technology Customer Service Management CRM 244

TechSee

FEBRUARY 5, 2018

Visual engagement has been proven especially effective across a wide range of sales, marketing and customer service and support scenarios, providing the quickest route to success and resolution in a number of use cases. According to Oracle , energy providers worldwide spend about $30 billion dollars every year on customer care.

Customer Service 133

Customer Service Call Center Enterprise Banking 133

Win the Customer

NOVEMBER 14, 2016

Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. So, which companies do social customer service right?

Customer Service 145

Customer Service Airlines Marketing Banking 145

Fonolo

MAY 29, 2019

With the powerful tool of social media, customers everywhere now have an expansive platform with which to voice their feelings about their customer service experiences. Of course, companies hope that their customers use these social platforms to sing the praises of their brand. It’s not a great track record.

Technology 78

Technology Customer Service Chatbots Call Center 78

Global Response

OCTOBER 15, 2024

An omnichannel contact center integrates customer communication across channels to provide a seamless experience and superior customer care. Omnichannel contact center best practices include humanizing customer service, integrating tools, tracking customer data and more, and it all begins with finding the best software.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 140

Call Center Technology outsourcing Self service 140

Vcaretec

JUNE 6, 2022

We recently had the pleasure of sitting down with some of the brightest minds in the customer service and customer experience industry. Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

CSM Magazine

MARCH 16, 2016

Field Service USA 2016 : April 25 – 28, 2016 – JW Marriott Desert Springs Resort & Spa, Palm Springs, CA. What is Field Service USA? That’s Field Service. Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI.

Customer Care 40

Customer Care Management Customer Experience Customer Service 40

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

CSM Magazine

AUGUST 7, 2023

The cloud-based system is used by across the company to provide end-to-end automated workflows from initial enquiry through to job completion reporting, invoicing, and customer care follow ups. “During the last few years, we have had to diversify our product and service offering and BigChange has continued to deliver.

Engineering 52

Engineering Management Finance CRM 52

C3Centricity

AUGUST 17, 2020

But only 1% of customers feel that vendors consistently meet their expectations. 89% of consumers have stopped doing business with a company after experiencing poor customer service. RightNow Customer Experience Impact Report. Customers 2020 Report. Customer services are seen as complaint handlers.

Customer centricity 65

Customer centricity Airlines Big data Marketing 65

Fonolo

MARCH 25, 2019

While it was outside the top 100 search terms on gartner.com in January 2016, it was ranked #7 by May of the following year. This is also evident in the customer service space, where interest in popular AI tools (like chatbots) has grown. So, what does this all mean for customer service executives? The Panelists.

Engineering 70

Engineering Contact Center Chatbots Education 70

Natalie Petouhof

FEBRUARY 21, 2016

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? IoT and creating awesome Customer Experiences. IoT and creating awesome Customer Service (Field Service).

Customer Experience 40

Customer Experience Customer Service Enterprise Big data 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

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. Wed, 08/03/2016 - 16:21. Customer Experience. Customer Service. could solutions. LEAVE A COMMENT.

Sales 100

Sales Customer Care Technology Management 100

Eckoh

APRIL 21, 2020

Since then, businesses have tried to take advantage of Chatbots as a way of providing base-level customer service but with patchy success. It's no wonder that Gartner estimates that 25% of customer service and support operations will integrate virtual customer assistant or Chatbot technology across engagement channels by 2020 [3].

Chatbots 52

Chatbots Contact Center Self service Enterprise 52

Natalie Petouhof

MAY 9, 2016

The best way to grow revenue is to increase customer satisfaction. It’s interesting that this focus on customer experience seems to be the topic of the day. Customer Service and satisfaction perhaps has come into it’s own, finally. It’s something that I’ve been writing about for years.

Banking 40

Banking Sales Marketing B2B 40

Eckoh

APRIL 21, 2020

Since then, businesses have tried to take advantage of Chatbots as a way of providing base-level customer service but with patchy success. It's no wonder that Gartner estimates that 25% of customer service and support operations will integrate virtual customer assistant or Chatbot technology across engagement channels by 2020 [3].

Chatbots 52

Chatbots Contact Center Self service Enterprise 52

SmartAction

FEBRUARY 21, 2019

Dougherty is the former Chief Executive Officer at Convergys, a global leader in customer care, where he led over 75,000 employees across 70 countries. The biggest emerging trend in the customer service space is the trend toward self-service automation – fast, effortless self-service.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

Knoah

MAY 26, 2017

2016 should be no different. “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. percent growth. .

Customer Care 48

Customer Care Sales Surveys Customer Service 48

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. Source: CEI Survey).

Big data 59

Big data Marketing B2C CRM 59

SharpenCX

JULY 21, 2021

As of 2016, Marriott International created the world’s largest hotel company. From the start of the brand to now, Marriott excels in customer service. Most importantly, they meet the needs of customers to deliver a seamless experience. Overall, Marriott excels in customer care.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137