ShepHyken

APRIL 29, 2019

(TruRating) Over the last three months, we’ve been speaking to some of the best minds working in the field today. Here’s a selection of tips for anyone looking to close the gap between the theoretical and the actual operationalization of customer experience best practices. My Comment: I love this special report.

Customer Service 49

Customer Service Abandon rate Consulting Consulting 49

AWS Machine Learning

OCTOBER 2, 2024

This two-part series explores best practices for building generative AI applications using Amazon Bedrock Agents. It’s also a best practice to collect any extra information that would be shared with the agent in a production system. For examples to get started, check out the Amazon Bedrock Agents GitHub repository.

Best practices 95

Best practices APIs Metrics Accountability 95

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

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

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Published on: October 16, 2018. Categorie(s): Best Practice Optimizing CX with Eptica This all helps constantly improve the customer experience and increase loyalty.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Totango

NOVEMBER 22, 2017

We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.

SaaS 85

SaaS Customer centricity Best practices Enterprise 85

DMG Consulting

JULY 2, 2018

Best Practices for Managing Cloud Technology Solutions. The following best practices will help your company realize the greatest benefits and returns from implementing a cloud-based system. By Donna Fluss. DMG helps companies select all types of contact center and back-office systems.

Best practices 67

Best practices Technology Interactive Voice Response Management 67

Comm100

MARCH 16, 2022

We will also discuss how government can improve customer service while meeting today’s strict security standards, exploring new approaches and tools with real-world examples and best practices. . Santa Fe County has been using Comm100 Live Chat since 2018. Table of Contents: Chapter 1: Governments are taking CX seriously.

Government 98

Government Best practices Customer Service Chatbots 98

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Some questions were straightforward. Improved Communication.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Callminer

DECEMBER 17, 2019

Many call centers have trouble adopting modern practices. ” – 2018 Call Center Industry Report Reveals Call Center Innovation Lagging , Globe Newswire; Twitter: @GlobeNewswire , @Liveops. ” – Cathy Reisenwitz, 16 Call Center Stats to Help You Stay On Top of the Trends in 2018 , Capterra; Twitter: @capterra.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver.

Consulting 79

Consulting Consulting Education Best practices 79

Fonolo

AUGUST 29, 2018

But if we momentarily dial the sound down, we are rewarded with a) some mental clarity; and b) the sweet, sweet sounds of intelligent, helpful voices who deliver some music-to-our-ears advice on how to survive and thrive in 2018 and beyond. White Paper: CX Trends You Need to Watch in 2018. The Need for Speed. Plus So Much More!

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Natalie Petouhof

SEPTEMBER 23, 2018

Tweet Dreamforce 2018 is here! Drive Service Transformation w Lightning & Digital Channels (Workshop) -Tues 9/25 1 PM Best practices on rolling out Lightning & increasing digital channel adoption [link]. And there’s so much to do and see! Reserve your seat and put these sessions on your calendar!

Best practices 75

Best practices Customer Service Contact Center Technology 75

Callminer

JULY 30, 2018

By providing agents access to post-call analysis it will be possible to identify best practice and reinforce positive behaviour. I’d love to get your thoughts on what it has uncovered at our upcoming webinar with customer engagement experts Rant and Rave on 11 September, 2018.

Coaching 174

Coaching Best practices Analytics Surveys 174

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Bots and AI can’t be ignored when it comes to customer service trends of 2018. 5 Best Practices for Keeping a Killer Knowledge Base. Start your free trial.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

Taylor Reach Group

APRIL 25, 2018

With that, here are some of the events taking place in May 2018 (in chronological order) with direct links to each event: CX 18 - May 1-4, Nashville, TN. ODSC East 2018 is one of the largest applied data science conferences in the world. The 2018 SCIP International Conference will center on Next Generation Intelligence.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? The post 2018: New Ways Cloud Will Enhance Customer Care appeared first on inContact Blog. So, what comes next? Digital Transformation. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

AskNicely

NOVEMBER 28, 2018

Brands that embrace NPS best practices are unlocking hyper growth and accelerated advocacy. Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study. 2018 NPS Benchmark Study: Results and Reactions Webinar. Tuesday, December 04, 2018. MINDBODY, Inc.

Benchmark 60

Benchmark Best practices Marketing Feedback 60

AskNicely

AUGUST 29, 2018

Best NPS Benchmarks Are a Result of NPS Best Practices. Brands that embrace these new NPS best practices unlock accelerated growth and long-term advocacy because they possess an advantage on customer experience. The post NPS Benchmarks for 2018: How Do You Compare? What is your NPS Score?

Benchmark 60

Benchmark Best practices industry standards Customer centricity 60

Quadient

JULY 26, 2022

Top 10 Customer Communication Management Best Practices in 2022. CX strategy often focuses on frontline communications: training and coaching employees regularly on how to best speak and interact with customers. 10 best practices in customer communication. j.shah-thiel. Tue, 07/26/2022 - 16:55. Introduction.

Best practices 52

Best practices Management Journey mapping Healthcare 52

DMG Consulting

JULY 26, 2018

Call Center Quality Assurance Best Practices for Empowering Agents. Here are some best practices to help your company succeed with a QA initiative: Involve agents in the development of the QA program. By Donna Fluss. Include a module in the new agent training program that fully explains the QA program.

Best practices 48

Best practices Call Center Calibration Gamification 48

Helpware

SEPTEMBER 28, 2022

In fact, a 2018 HubSpot research showed that 62% of consumers prefer using email to contact customer service. For customers with less urgent concerns, email support offers a convenient, etched-in-digital-stone solution. This channel remains a popular choice among consumers despite the introduction of instant messaging and social media.

Best practices 57

Best practices Customer Service 57

CSM Magazine

FEBRUARY 12, 2025

Meet accessiBe: Accessibility Made Simple Founded in 2018, accessiBe is a SaaS pioneer with a clear mission: to accompany companies of all sizes who want to prioritize web accessibility. Their flagship tool, accessWidget , leverages artificial intelligence to break down digital barriers.

SaaS 52

SaaS Best practices Technology 52

West

NOVEMBER 16, 2017

The Blog 5 Steps to Optimize Customer Experience in 2018 appeared first on West Corporation. They're looking for the full experience, and you can take a few steps to optimize customer experience at your company in the next year.

Customer Experience 66

Customer Experience Marketing Best practices Interactive Voice Response 66

Calabrio

AUGUST 15, 2018

Best Practices C3 2018 Speaker Spotlight: Q&A with Rob Morrissey, TD Ameritrade Share Let the countdown begin, were less than one month away from C3! Heres another installment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series. Share best practices and lessons learned with your peers.

Best practices 52

Best practices Contact Center Feedback Management 52

Calabrio

AUGUST 24, 2018

Best Practices C3 2018 Speaker Spotlight: Q&A with Tyler Dibble, LendingClub Share In the latest installment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series, were highlighting customer presenter Tyler Dibble, senior manager of operations and workforce management at LendingClub.

Best practices 52

Best practices Analytics Call Center Feedback 52

Calabrio

SEPTEMBER 4, 2018

Best Practices C3 2018 Speaker Spotlight: Q&A with Robin Gomez, Radial, a bpost company Share We are just a week out from Calabrio Customer Connect (C3), September 10-13 at the Gaylord Opryland Resort & Convention Center in Nashville. Check out the latest from the 2018 Speaker Spotlight series.

Best practices 52

Best practices Analytics Feedback 52

CSM Magazine

MAY 19, 2022

Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 The white paper, Keep Calm and Simplify – Contact centre best practices in the era of PCI DSS 4.0 , also looks at best practices and emerging technologies that will shape the payment security industry.

Best practices 52

Best practices Government SaaS Technology 52

Cyara

MAY 6, 2018

At Cyara Xchange 2018 in March, I had the great privilege of hearing a presentation by two experts on performance testing of CX applications: Pete Dhadwar of Royal Bank of Canada and Chandra Golla of Cyara. In this blog post, I will share a few of their pearls of wisdom.

Best practices 52

Best practices Banking Interactive Voice Response Contact Center 52

Calabrio

AUGUST 31, 2018

Best Practices C3 2018 Speaker Spotlight: Q&A with Josie Trimnal, Grand Canyon University Share With only a few weeks remaining until Calabrio Customer Connect (C3) 2018, were highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Josie: C3 has become a highlight of my year!

Best practices 52

Best practices Engineering Contact Center Feedback 52

SharpenCX

NOVEMBER 12, 2019

In fact, she skipped over the playbook of call center metrics best practices entirely. And because of that lack of focus on real customer outcomes, it was pie-gate 2018. To help tear down the barriers between you and your metrics, we’re sharing out call center metrics best practices on customer happiness.

Metrics 64

Metrics Best practices Call Center Surveys 64

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. We need to ensure we deliver the KPIs, best practices, and playbooks to deliver our promises to the customer. That’s Totango’s mission.

Chief Customer Officer 56

Chief Customer Officer Customer centricity Best practices Customer retention 56

Talkdesk

FEBRUARY 16, 2021

Find your way back to best practices. But to turn these initial gains into sustainable, long-term benefits and a competitive advantage, companies are going to have to move past survival mode and start to adopt CX best practices and technology. .

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

JivoChat

JUNE 7, 2021

Numbers from a 2018 survey indicate that 4 out of 5 consumers actually wish businesses texted them more, so you’re sure to find many customers opting-in to this type of customer interaction. Best Practices for Customer Interactions. Welcome text messages: It’s 2021 and everyone always has a smartphone in their hand.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

TechSee

JANUARY 25, 2023

She joined IFS in 2018 to create Future of Field Service , previously spending more than a decade as the publisher and Editor-in-Chief of Field Technologies Online. Many innovative technologies, applications, fascinating case studies, lists of best practices, and more information are being developed daily.

Automotive 41

Automotive Management Enterprise B2B 41

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). 2018 officially kicked-off the race to own CX: 89% per cent of companies now compete on the basis of customer experience compared to 36% in 2010. The cost of this mishap? A fall in the value of United’s shares that wiped $1.4 The lesson? Customer experience matters, a lot.

Gamification 116

Gamification Airlines Contact Center B2B 116

Taylor Reach Group

JUNE 27, 2018

With that, here are some of the events taking place in July 2018 (in chronological order) with direct links to each event: Enterprise World 2018: July 10-12, Toronto, ON. OpenText Enterprise World 2018 is the world’s largest information conference. Managing a small contact center is challenging.

Contact Center 48

Contact Center Customer Experience Enterprise Analytics 48