ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. Today’s customer support landscape is more than just email. Meet Mor and Yoni, two of the Lightricks support team all-stars.

Customer Support 203

Customer Support Brand ambassadors Scripts Customer Care 203

Toister Performance Solutions

DECEMBER 10, 2020

The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). It found that the number of households experiencing at least one problem over the past 12 months increased by 10 percentage points since the 2017 study. Image source: Customer Care Measurement and Consulting.

Customer Service 139

Customer Service Surveys Consulting Consulting 139

ProProfs Blog

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. Negative Customer Feedback. Complaints are different than receiving negative customer feedback. Let’s take an example.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). connected customer journeys with 9 channels in most contact centers. Bruce Temkin , a customer experience transformist. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. million between the first half of 2016 and 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. Research from Genesys says the use of chatbots has doubled since 2017. Call analytics.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. New architectures and intelligent automation position WFO sector to suceed. To order your copy of the Report, visit www.dmgconsult.com.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

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

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . The secret weapon in social customer care isn’t that much of a secret, it’s all in the name. The average person spends two hours on social media every day. – CTV news (2017).

Customer Care 45

Customer Care Advertising Feedback Customer centricity 45

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Government Construction 59

Fonolo

JANUARY 31, 2018

There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. China Merchant Bank’s bot [served on WeChat] handles more natural customer conversations… 1.5 Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Connecting the Dots

JULY 13, 2020

The 2020 National Customer Rage Study was featured recently in the Wall Street Journal. The WSJ highlighted one of the good news findings in this year’s Customer Rage Study: 32% of customers were satisfied, up from 21% in 2017. ” Read more here.

Customer Care 62

Customer Care Consulting Consulting Surveys 62

Fonolo

DECEMBER 2, 2015

In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). The most compelling part of the study is why customer problems had increased. Provide a seamless customer experience.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

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

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Customers aren’t the only ones who experience pain points. Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

Connecting the Dots

SEPTEMBER 10, 2020

Surveys might not be anonymous, which can result in fear of retribution and failure to give honest feedback. This success, coupled with recognition, fit perfectly with the results of Dr. Paul Zak’s research as reported in the 2017 Harvard Business Review article entitled, The NeuroScience of Trust. [1].

Surveys 62

Surveys Consulting Consulting Customer Care 62

CSM Magazine

JANUARY 19, 2018

Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media. By contrast, overall satisfaction scores average just 797 among customers who handle these requests on the phone with a representative. The studies were fielded from July through December 2017.

Wireless 49

Wireless Customer Service Telecommunications Customer Care 49

DMG Consulting

MAY 25, 2018

million in 2017. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. between 2016 and 2017, after having grown by 11.4% in the prior 12 months.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

JUNE 12, 2019

compared to 2017. higher in 2018 than 2017, increasing by $200.1 While the number of contact center seats has not grown substantially during the year, the WFO vendors are seeing impressive sales numbers because they are delivering innovation that addresses the evolving business needs of their customers. million to $1,855.2

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Nicereply

AUGUST 22, 2019

According to Microsoft, 54% of customers had higher expectations for customer service agents in 2017 than they did the year prior. According to Kenny Lee at Twitter for Business, customer care is the new marketing. Final Thoughts.

outsourcing 68

outsourcing Customer Support Scripts Call Center 68

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. This should be the first place to execute your customer experience improvement program.

Customer Experience 61

Customer Experience Benchmark Self service Customer Care 61

COPC

MAY 16, 2018

So, how can you and your organization figure out which channels and solutions your customers want to use? One suggestion: take a customer-centric approach to channel management. For instance, would customers rather be placed on hold for a live person, be placed in a call-back queue, or be transferred to an IVR system to self-service?

Surveys 41

Surveys Journey mapping Customer centricity Entertainment 41

Connecting the Dots

SEPTEMBER 10, 2020

Surveys might not be anonymous, which can result in fear of retribution and failure to give honest feedback. This success, coupled with recognition, fit perfectly with the results of Dr. Paul Zak’s research as reported in the 2017 Harvard Business Review article entitled, The NeuroScience of Trust. [1].

Surveys 48

Surveys Consulting Consulting Customer Care 48

Robert Davis

MARCH 2, 2017

Sales per 100, customer care queue – Utilized a process that focused on reviewing the customer’s account and discovery questions. Downgrade per call – Effectively engaged the customer in problem discovery and addressed the customer pain and gain. Sales per 100 improved from 4.49 Telecommunications Company.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

DMG Consulting

DECEMBER 11, 2019

between 2017 and 2018 (as of July 31, 2019). Growing demand is being driven by the classic CBCCI benefits as well as innovation being delivered by the vendors who are striving to differentiate themselves in a crowded market. The number of CBCCI seats in the market grew by 20.1% For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

The growth rate of this market was 25.4%, surpassing DMG’s 2017 projection of 22%. The past year was excellent for the CBCCI market. The vast majority of sales were to existing contact centers that were being migrated to the cloud. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Netomi

JANUARY 5, 2022

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Evan Shumeyko.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Verint

JULY 31, 2017

Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g., The VoC strategy includes requiring that agents ask for customer feedback on 100% of calls that are handled. When a customer survey response is sub-par (i.e., YoY since 2015). Author: Tom Puthiyamadam.

Surveys 28

Surveys Analytics Healthcare Feedback 28

Comm100

DECEMBER 1, 2017

This is why 34% of organizations have recognized the importance of improving their voice of the customer strategy: They want to be sure that the customer experiences that they are designing (and the investments that they are making) are what their customers are actually asking for. Customer Journey Mapping Is Gaining Importance.

Contact Center 58

Contact Center Customer centricity Journey mapping Benchmark 58

ProProfs Blog

JANUARY 31, 2020

It was further added that every year poor customer service is costing businesses more than $70 billion. . Customer support is the gateway to business growth and development. Statista published that in 2017, more than 60% of the customers contacted customer support for some reason or the other. Positive Thinking.

Customer Service 78

Customer Service Customer Support Surveys Feedback 78

Connecting the Dots

APRIL 3, 2024

Moreover, our definition also assumes that there are numerous focal points throughout the customer relationship where onboarding (or reboarding) may become necessary (e.g., Retrieved from https:/www.customercaremc.com/insights/national-customer-rage-study/. Broetzmann, S, Strategic Customer Service (Second ed.). 5 Reichard, C.

Education 62

Education B2B Sales Surveys 62

JustCall

NOVEMBER 24, 2022

“The customer care representative I just spoke to was extremely helpful, patient, courteous, and knowledgeable. ” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. I wish all contact center employees were like them.”

Call Center 52

Call Center First call resolution Contact Center Quality management 52

COPC

NOVEMBER 13, 2019

Being certified to the COPC Customer Experience (CX) Standard, we are now more confident and able to proactively help customers solve their issues with a professional customer service system that improves both driver and customer satisfaction.

Customer centricity 8

Customer centricity Consulting Consulting Transportation 8

Verint

SEPTEMBER 29, 2017

They Provide Structured Guidance, Feedback and Support. They offered good illustrations of how the company was customer-focused, but all agreed there could be more structure and definition to the efforts going forward. The group meets regularly and the first task is to review the latest customer feedback and monitor trends.

Customer centricity 34

Customer centricity Analytics Average Handle Time First call resolution 34

Verint

JANUARY 30, 2018

Our philosophy is that any amount of time engaging with customers is time well spent. This blog originally ran on Customer Think on October 5, 2017. And what if they spend more than 15 minutes in the community? No worries!

Analytics 38

Analytics Technical Support B2B Best practices 38

Help Scout

MAY 21, 2019

Value propositions are used by every part of your business to help you communicate the value of your product, service, or overall business to your customers effectively. There are several key dimensions to include a value proposition, including: Relevancy — why should your customers care? How to write a value proposition.

Marketing 40

Marketing Advertising SaaS Customer Care 40