CustomerGauge

JANUARY 6, 2017

Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth.

Customer Service 133

Customer Service Best practices Customer Experience 133

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Self service 402

Self service Best practices Customer Experience Call Center 402

Peter Lavers

JANUARY 10, 2017

We’re pleased to announce that Peter Lavers will attend the IBM Amplify 2017 conference in Las Vegas in March in his role as a Watson Commerce Futurist. The post IBM Amplify 2017 appeared first on Think CX. Read the conference website.

Best practices 100

Best practices Analytics Marketing Technology 100

Amity

DECEMBER 21, 2017

Below is our annual holiday reading list, the best articles of 2017, curated, organized, and ready to be enjoyed. 2017 Rewind: Your Customer Success Playlist. Here are some best practices and tips to help you fight churn and retain customers until the end of days. Why not start with some Customer Success videos?

Customer advocacy 107

Customer advocacy Best practices Sales Metrics 107

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. Next on our list of live chat best practices for customer service is a reminder to be human in your chats.

Best practices 98

Best practices Customer Service Abandon rate Benchmark 98

HGS

JULY 12, 2017

In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We Wed, 07/12/2017 - 13:22. HGS Harvests Gold at CCW Awards Ceremony. HGS was honored to receive these accolades.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

AWS Machine Learning

MARCH 14, 2024

Launched in 2017, Amazon SageMaker is a fully managed service that makes it straightforward to build, train, and deploy ML models. For more details about training LLMs on SageMaker, refer to Training large language models on Amazon SageMaker: Best practices and SageMaker HyperPod.

Best practices 125

Best practices Engineering Chatbots Enterprise 125

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? The post 2017 Customer Experience Resolutions appeared first on ClearAction Customer Experience Consulting. It’s all about keeping your eye on the prize with a sensible plan.

Customer Experience 81

Customer Experience Journey mapping Consulting Consulting 81

Talkdesk

FEBRUARY 27, 2020

between 2017 and 2018. Enterprises that embrace the rich offerings in the data analytics realm for their support organization will be in the best position to take advantage of these efficiencies and have enhanced insight to act on important business decisions while others are scrambling to keep up.

Best practices 80

Best practices Abandon rate Contact Center Analytics 80

ProProfs Blog

SEPTEMBER 17, 2021

Deloitte’s 2017 Human Capital Trends showed that 80% of HR leaders rate employee experience as ‘important’ or ‘very important’ to them. In the next section, let’s understand some employee experience best practices. The post Improve Employee Experience: 30+ Best Practices appeared first on ProProfs Learning.

Best practices 78

Best practices Surveys Journey mapping Gamification 78

ShepHyken

DECEMBER 26, 2016

Brian Solis: 2017 is the Year of Customer Experience (CX) Derek Handova. While many follow his professional outputs and utilize them as best practices in business innovation, digital transformation, experience design and other initiatives, he does not spend much time burnishing his credentials.

Chief Customer Officer 209

Chief Customer Officer Customer Service Analytics Best practices 209

Customer Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 2017. The post Report: The State of CX Metrics, 2017 appeared first on Customer Experience Matters®. We also had them complete our CX Metrics Program Assessment that evaluates the degree to which these efforts are Consistent, Impactful, Integrated, and Continuous.

Metrics 76

Metrics Surveys Customer Experience Best practices 76

The Petrova Experience

DECEMBER 17, 2024

When I started work on facial recognition boarding in 2017, we had almost no one to turn to for insights. ”) Now, on to the best practice trends. These are the best practices that will define air travel over the next fifty years. These six airport best practice trends for 2025 are a wise place to start.

Transportation 75

Transportation Best practices Construction Wait times 75

Revation Systems

JANUARY 5, 2023

Now that I’ve (hopefully) illustrated the connection security has in developing trust, let’s talk about best practices when evaluating prospective vendors to ensure they pass the trust test. Third-party validation – Look for third-party validation through compliance and industry best practices.

Best practices 62

Best practices Morale B2B SaaS 62

Provide Support

APRIL 26, 2017

© 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. As stated in the Zopim survey, 94% customers proactively invited to chat were somewhat or very satisfied with their live chat experience. (.). Read more. Permalink | No comment.

Best practices 53

Best practices Surveys Customer Service 53

Callminer

FEBRUARY 23, 2021

In 2017, Microsoft uncovered most people contact a company using three separate channels.” For instance, when they go from email support to calling the customer service team. “A A major recent customer service trend is the demand for omnichannel service. Customers want a variety of channels to contact your agents.

Call Center 376

Call Center Technology Banking Contact Center 376

JivoChat

APRIL 19, 2021

You’ll learn what platforms to use, what software is available, and best practices for ensuring your strategy supports your long-term goals. In 2017, more than half of Amazon’s products sold were from third-party sellers. Multichannel Ecommerce Best Practices. Benefit from established marketplaces.

Multichannel 52

Multichannel Best practices Engineering Analytics 52

ProProfs Blog

MAY 6, 2020

The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. Are there any managing remote teams best practices to monitor, track, and collaborate better? . Use coaching and feedback for employee development.

Management 162

Management Customer Service Best practices Entertainment 162

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Voxjar

APRIL 3, 2018

In fact, the 2017 Microsoft State of Customer Service report found that a staggering 96% of consumers worldwide indicate that customer service is the defining factor for them when it comes to brand choice and loyalty, making call center quality assurance mandatory to optimize customer experience. Quality assurance best practices.

Best practices 53

Best practices Call Center Customer Experience Contact Center 53

VHT

OCTOBER 11, 2018

In fact, a 2017 inContact study found that 67% of self-service users want to work with an agent, especially if the call is urgent or sensitive. In a 2017 study by Arise, two thirds of customers surveyed said they’d hang up after waiting for just two minutes. So they’ll expect immediate gratification any time they contact you.

Best practices 48

Best practices Contact Center Self service Entertainment 48

Peter Lavers

FEBRUARY 22, 2018

have practical first-hand experience of best practice and be constantly learning about new developments rather than just talk about them, and communicate about practical and achievable application rather than just concepts. Medium, July 2017 – “ Is influencer marketing ethical or legal? ”.

B2B 100

B2B B2C Advertising Marketing 100

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. When: Today, 18 October 2017. DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021. Mature sector with substantial opportunity.

Consulting 48

Consulting Consulting Analytics Marketing 48

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. Winners will be publicly celebrated at the Clarabridge C3 event on 1-3 May 2017, at the Fontainebleau Miami Beach Hotel in Miami. They will be awarded two free passes to the C3 2017 event.

Customer Experience 49

Customer Experience Airlines Customer centricity Best practices 49

Bright Pattern

JANUARY 22, 2019

Signs.com is leading the way, and their stellar work earned them the recognition of the ICMI Global Contact Center Awards for Best Customer Care in 2017. So, what’s the secret to delivering exceptional live chat support?

Customer Care 43

Customer Care Best practices Contact Center 43

NICE inContact

MARCH 23, 2017

And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So with that said, what does 2017 hold for the customer experience? In 2017, it’s unthinkable to have a contact center architecture that is inflexible and not versatile.

Contact Center 52

Contact Center Customer Experience Customer Support Management 52

Eptica

OCTOBER 18, 2017

Date: Wednesday, October 18, 2017 The importance of security and GDPR to the digital customer experience. Published on: October 18, 2017. Author: Pascal Gauvrit Categorie(s): News Best Practice Trends and Markets Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers.

Customer Experience 88

Customer Experience Multichannel Best practices Personalization 88

Provide Support

SEPTEMBER 18, 2017

Below are some guidelines on how a service agent can best handle the major key points in a live chat conversation.(.). © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Read more. Permalink | 360 comments.

Customer Service 111

Customer Service Sales Best practices 111

ProProfs Blog

DECEMBER 14, 2018

According to the American Express 2017 Customer Service Barometer , Americans (on average) tell 15 people about a poor service experience, but only tell 11 people about a good experience. According to the American Express 2017 Customer Service Barometer , more than 6 out of 10 U.S. 1 Social listening.

Feedback 145

Feedback Surveys Analytics Customer Support 145

CustomerGauge

DECEMBER 20, 2016

How often do you keep your New Year’s resolution? Come on, be honest! Did you really exercise four times a week this year? Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

Best practices 81

Best practices Benchmark 81

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care.

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

Callminer

MAY 27, 2020

” – Top Tips to Improve Employee Experience in the Workplace in 2017 , Service Futures; Twitter: @issworld. Only by prototyping, workplace professionals can learn and understand what employees like and dislike about the new workplace or service setting.” Consider physical space upgrades.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

Andrew Mcfarland

JANUARY 2, 2018

How are you going to improve your business this year? For starters, realize that improving the customer experience is a high-impact way to transform your business. Read on to jump-start your business in 2018 by reviewing the 10 Most Popular Customer.

Customer Experience 74

Customer Experience Best practices 74

Fonolo

DECEMBER 12, 2018

This number is expected to increase from less than two percent in 2017. Online communities can be a powerful resource for companies, as they allow customers to exchange ideas and best practices, and have a say in product features. , or provide personality insights that help improve communication with prospects.

Gamification 116

Gamification Airlines Contact Center B2B 116

ClientSuccess

JANUARY 25, 2018

This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell – a CSM from the Trenches veteran – of Marketware. Company : Marketware. Key Takeaway.

Best practices 42

Best practices SaaS Coaching Sales 42

CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. This week it’s all about surveys.

Surveys 72

Surveys Marketing Benchmark Best practices 72