Interactions

JANUARY 16, 2019

We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry. One of the biggest shifts we’ve seen is the growing focus on customer conversations. To learn more about the future of customer care, download our eBook below.

Chatbots 59

Chatbots Customer Care Metrics Contact Center 59

TechSee

JANUARY 7, 2020

Enhancing customer retention in the telecom industry. When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. New metrics are also needed.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

ShepHyken

MARCH 27, 2020

Measuring customer sentiment doesn’t need to be overly complicated or expensive. Some customer experience surveys consist of just one question. However, the way you deliver this question, as well as the metrics that quantify the response, determine the insight you’ll collect. Customer Effort Score (CES).

Surveys 144

Surveys Customer Experience Advertising Customer effort 144

NICE inContact

APRIL 2, 2019

Yes, there are operational metrics that you can improve – like winning a game here and there. Join us at Customer Strategy and Planning 2019. The post Successful CX is a Company Wide Initiative – Drive Meaningful Improvements in 2019 appeared first on NICE inContact Blog. It’s time to start filling your agenda now!

Metrics 54

Metrics Customer effort Customer Experience Personalization 54

CSM Magazine

JANUARY 23, 2019

In 2018 it was predicted that voice would soon be dead and chatbots would be controlling the customer experience. However, this prediction missed one critical factor: the customer. With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. Brands will start going back to basics.

Contact Center 55

Contact Center Coaching Chatbots Analytics 55

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Above all, the aim has to be ensuring that self-service is entirely effortless for the customer.

Self service 95

Self service Enterprise Multichannel Customer effort 95

Customer Service Life

AUGUST 22, 2019

This article was originally published on the FCR blog on July 2, 2019. Have we lost sight of something when it comes to asking our customers for feedback and gauging what’s truly important in the customer experience? Customer Satisfaction (CSAT). Customer Effort Score (CES). Click here to read the original.

Contact Center 107

Contact Center Metrics Surveys Coaching 107

Quadient

AUGUST 7, 2019

How insurance companies can decide on which CX Metrics to use. Wed, 08/07/2019 - 15:13. Selecting and keeping track of the right Customer experience (CX) KPIs is important. validate whether improvements to the customer experience have taken place. 2. Customer Loyalty/Retention/Churn. Step 1: Audit.

Metrics 52

Metrics Journey mapping Healthcare Marketing 52

TechSee

DECEMBER 28, 2020

They must be able to empathize and build a rapport, problem solve, communicate effectively, and be trained in appropriate technical knowledge and expertise to fulfill their customer support roles and responsibilities. Focus on reducing customer effort. Focus on CX and CX metrics.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

COPC

MAY 2, 2019

s first China client seminar of 2019 was held on April 12 in Beijing, attracting participants from various industries including financial services, technology, utilities, outsourcing and many others. Have the targets of the metrics been met? Are the metrics correlated? Are the metrics driving high performance?

outsourcing 8

outsourcing Construction Contact Center Banking 8

Mindtouch

MARCH 16, 2020

Do your sub-par CSAT scores indicate an underlying issue along the customer journey, one you might be able to address to product or process improvements? Customer Effort Score (CES). The best companies to patronize are those that make it easy to be a customer. Because so much of any customer journey is guided by effort.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Eptica

SEPTEMBER 4, 2019

Date: Wednesday, September 4, 2019 Author: Pauline Ashenden - Marketing Manager How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience. Published on: September 04, 2019. That’s why so many successful companies operate Voice of the Customer (VoC) programs.

Finance 62

Finance Customer Experience Best practices Customer effort 62

360Connext

FEBRUARY 9, 2021

Higher retention rates and lower customer churn. According to Forrester Analytics Customer Experience Index Online Survey , US Consumers 2019, delivering a good experience by solving customer problems quickly means improved retention. On average, it can mean their customers are seven times more likely to stay with them!

Customer Experience 133

Customer Experience Sales Journey mapping Metrics 133

Transparent BPO

AUGUST 5, 2019

Interview with Robert Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina Providing better customer experiences should be every contact center’s number one concern. They may be satisfied with the interaction but dissatisfied with the resolution or lack of it.

Contact Center 94

Contact Center Education outsourcing Customer centricity 94

Mindtouch

MAY 24, 2019

This post is based on my presentation at STC Summit 2019 , the annual conference of the Society for Technical Communication (STC), and incorporates takeaways from Alan Porter and John Bowie. Customer interactions are becoming synonymous with content interactions. More content interactions do not always equal better experiences!

Self service 84

Self service Chatbots Metrics Feedback 84

Interaction Metrics

JUNE 20, 2019

Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic , join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane. On June 26 th , Martha leads an Executive Club Track session on Expert Customer Feedback.

Metrics 48

Metrics Feedback Surveys Consulting 48

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. How to set up your Voice of the Customer (VoC) program for success. Multiply by 100 to see the percentage of satisfied customers.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

NICE inContact

FEBRUARY 6, 2019

The most mature ones are open cloud platforms that provide unlimited options to build personalized and customized experiences for every single customer. CX metrics are not your operational KPIs. Register for our webinar CX Transformation in 2019 to learn more on CX transformation.

Average Handle Time 55

Average Handle Time Metrics Contact Center Customer centricity 55

Customer Service Life

JUNE 3, 2019

This article was originally published on the ICMI Blog on March 19, 2019. When I say “metrics” what’s the first thing that comes to mind? And while many of these metrics have their purpose, when it comes to agent performance, there are really two types of metrics that matter. The other type of metric is a quality metric.

Metrics 64

Metrics Contact Center Average Handle Time Coaching 64

SharpenCX

NOVEMBER 21, 2019

But by 2025, 60% of contact centers believe they’ll intelligently route customers based on agent skills, urgency, lifetime value, or personality. That means in the next five years, contact center data will be the driving force behind your customer experience strategies. Ready to put your metrics to use? Automate simple tasks.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

Nicereply

MARCH 14, 2023

The Making of a Manager: What to Do When Everyone Looks to You By Julie Zhuo Published: 2019 Length: 288 pages Julie Zhuo became a manager at Facebook at 25, at a time when it was one of the fastest-growing companies on the planet. You need to know how customer support contributes to key business metrics like profitability and retention.

Management 98

Management Call Center Entertainment Metrics 98

Netomi

MARCH 27, 2022

Comparing CSAT to other popular consumer metrics. CSAT scores are the most popular and straightforward way to measure customer satisfaction. The metric measures sentiment towards your product, service or a specific interaction. For example, after a first purchase, prior to the renewal or following customer support interactions.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

VHT

MARCH 12, 2019

Here we are, three months into 2019, and the twin innovations of artificial intelligence and automation haven’t meaningfully disrupted the voice channel for customer service. Surely adding to customer frustration is the fact that they’ve been very clear about what annoys them, yet these frustrations haven’t been eliminated.

Contact Center 48

Contact Center Interactive Voice Response Customer effort Wait times 48

Connecting the Dots

APRIL 16, 2021

Quality and customer service have become closely allied under the umbrella of Customer Experience and Customer Experience Strategy. CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1].

Customer Experience 48

Customer Experience Complaint resolution Benchmark Metrics 48

CSM Magazine

DECEMBER 10, 2019

Forrester’s recent report states that 1 in 4 people working in CX are at risk of losing their jobs if the investment in their role can’t be justified with a demonstration of ROI (Predictions 2020: Customer Experience, Forrester, Oct 2019). Getting the metrics right. One size definitely does not fit all. Building trust.

Finance 52

Finance Customer centricity Feedback Metrics 52

Quiq

MARCH 31, 2022

It’s important because it helps a company measure how good they are at satisfying customers. It’s also often less expensive to retain customers than acquire new ones. There are many metrics related to retention, including customer churn (also customer attrition), customer lifetime value, purchase frequency, etc.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

ChurnZero

DECEMBER 7, 2018

Measuring Customer Effort Score. CES is a customer satisfaction metric that measures how easy it is for customers to get a resolution to their issues. Customer Effort Score is measured transactionally – which means customers get surveyed after their conversation with the business ends.

Best practices 53

Best practices Surveys Customer effort Feedback 53

ChurnZero

MARCH 29, 2019

Sample CSAT questions can involve a rating of customer service, product viability, website usability, and the ability of the company to resolve any issues. Customer Effort Score (CES) This gauges the difficulty or stress of a client to achieve different tasks successfully. Wednesday, April 10, 2019, 1:00 – 2:00 PM EDT.

B2B 73

B2B Surveys Customer centricity Construction 73

Aria Solutions

AUGUST 30, 2019

A 1-point improvement in CX Index scores can help a company increase revenue by $175 million annually, according to Forrester research (Win Funding for your Customer Service Project, February 2019). CX-Focused customer service is beginning to take root. 4 Steps to Calculate the ROI of Your Initiative. Determine the Benefits.

Contact Center 48

Contact Center Customer Service Chatbots Metrics 48

SharpenCX

NOVEMBER 21, 2019

But by 2025, 60% of contact centers believe they’ll intelligently route customers based on agent skills, urgency, lifetime value, or personality. That means in the next five years, contact center data will be the driving force behind your customer experience strategies. Ready to put your metrics to use? Automate simple tasks.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

The Center for Client Retention

DECEMBER 3, 2019

We’ve already shared a significant 2019 trend that saw voice assistants conveying more warmth and personality–we’ll see this shift into high gear in the year ahead as brands rapidly expand their voice commerce options. billion connected IoT devices in 2019 ; in 2025 we may be looking at 25 billion. There were reportedly 14.2

Customer Experience 62

Customer Experience Surveys Advertising Healthcare 62

360Connext

FEBRUARY 9, 2021

Higher retention rates and lower customer churn. According to Forrester Analytics Customer Experience Index Online Survey , US Consumers 2019, delivering a good experience by solving customer problems quickly means improved retention. On average, it can mean their customers are seven times more likely to stay with them!

Customer Experience 72

Customer Experience Sales Journey mapping Metrics 72

aircall

MAY 26, 2021

Thanks to digital transformation, you have objective ways to see how your efforts are measuring up. How Is Customer Experience Measured? . Customers interact with your brand in various ways and various places when making purchases, including in stores, on the phone, and online. Customer Effort Score (CES).

Customer Experience 62

Customer Experience Real estate Sales Surveys 62

Quiq

MARCH 16, 2022

Last year, Salesforce reported that customers ranked “phone” as their second most preferred customer service channel. That’s up from their #3 spot in 2019—overtaking in-person interactions (for obvious reasons). Since customers are still dialing, we’ve put together some best practices to help call center agents shine.

Best practices 52

Best practices Call Center Interactive Voice Response Scripts 52

JivoChat

APRIL 5, 2021

Your customer service team can’t be everywhere at once, and they can’t be available 24/7. Automating customer service means you are available to your customers every minute of the day. 25% of all customer interactions were automated in 2019, and this is expected to grow to 40% by 2023. Monitor metrics.

Customer Service 52

Customer Service Self service CRM Metrics 52

Vistio

JANUARY 13, 2022

After authoring The CX Primer, he was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. You have a unique view on contact center metrics. Yeah, I mean, it’s hard to say that a metric is wrong. What does that number represent?”

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

After authoring The CX Primer, he was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. You have a unique view on contact center metrics. Yeah, I mean, it’s hard to say that a metric is wrong. What does that number represent?”

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52