TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this. Episode Management.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

ShepHyken

OCTOBER 21, 2019

Retail Customer Experience) Which single metric correlates most strongly with a brand’s retail success? The post 5 Top Customer Service Articles for the Week of October 21, 2019 appeared first on Shep Hyken. If you haven’t thought about CS (and even if you have), you should read this article. Follow on Twitter: @Hyken.

Customer Service 198

Customer Service B2B CRM Customer centricity 198

Lumoa

JANUARY 13, 2019

Did you know that NPS is the most popular customer experience metric? Find out the latest NPS data and statistics to power up your customer experience strategy in 2019! RSS generated with FetchRss )

Metrics 126

Metrics Customer Experience 126

ShepHyken

JANUARY 18, 2019

Time to start planning for your 2019 customer experience initiatives. Given the current state of technology, your strategic goals must now go beyond improving metrics. Technology is on your side. It’s a crucial part of the contact center and the longer you wait to deploy it the further behind your competition you fall.

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

CX Accelerator

MAY 15, 2019

While it’s falling out of favor to track agents on handle time, we need to be aware of the ways we reinforce speed over quality, for example by displaying time-based metrics on wallboards. And when people go too fast or they have too many competing interests, they often make the wrong calls.

Contact Center 51

Contact Center Customer Service Coaching Education 51

Beyond Philosophy

JUNE 27, 2019

Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. Less than one percent of data held by organizations relates to the way a customer feels. At the low end is the destroying cluster—negative emotions like frustration, anger and feeling neglected.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

ShepHyken

DECEMBER 9, 2019

4 Metrics Your Call Center Needs to Track in 2020 by Ben Ringshall. The post 5 Top Customer Service Articles for the Week of December 9, 2019 appeared first on Shep Hyken. These brands know how to get customers to come back again and again. Follow on Twitter: @Hyken.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

ShepHyken

JUNE 25, 2021

Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum. Recognize the right behaviors and reinforce with incentives, promotions, metrics, and more. This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. Yes, change is hard.

Customer centricity 304

Customer centricity Coaching Consulting Consulting 304

Transparent BPO

DECEMBER 19, 2019

As the curtain closes on 2019, we wanted to highlight the most popular blog posts of the year. How did Belize fare at the end of the 2019 hurricane season? How Call Centers Can Help Close the Customer Experience Gap in 2019. Training for Behaviors (Not Metrics) Key to Agent Success. Here they are, in order of popularity.

outsourcing 90

outsourcing Contact Center Call Center Metrics 90

CCNG

JUNE 8, 2022

That’s so 2019… ? ?Many Still, others have moved to these management systems, allowing agents to see how they’re doing on several different metrics – and thus potentially improving them. ? ?One In so many ways, the reality of late 2019 and early 2020 reads like fiction. The world as we knew it is gone ? ?

Contact Center 195

Contact Center CCNG Gamification Coaching 195

Mindtouch

JANUARY 23, 2020

Over the past ten years—and especially in 2019—the evolution of the customer journey accelerated dramatically, pushing enterprises like ours to constantly bring value to customers. This included metrics around cost savings, efficiency gains, and revenue generation. We certainly think so. Want to see what you’re saving with MindTouch?

Metrics 62

Metrics B2C B2B Self service 62

CCNG

OCTOBER 19, 2022

Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Acquia, 2019) 78.5% Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Here are over 100 customer experience stats and trends for you to discover.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Philosophy

OCTOBER 25, 2019

Per USA Today , Airbnb has more than seven million listings in 100,000 cities as of early September 2019, and they plan to go public in 2020. They also reported revenues of over one billion in the second quarter of 2019, although there is no report on the profits. 19 September 2019. 25 September 2019. < Sources: AP.

Consulting 261

Consulting Consulting Technology Personalization 261

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. ” – 88 Call Center Statistics You Must Read: 2019 Data Analysis & Market Share , Finances Online; Twitter: @Financesonline. Better Agent Performance.

Call Center 207

Call Center outsourcing Contact Center Finance 207

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . The post Customer SuccessCon Berkeley 2019 Takeaways appeared first on ChurnZero.

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

CX Accelerator

JANUARY 7, 2019

You’d want to first build a machine learning model where you feed it thousands of customer interactions and tie those interactions back to success metrics like Net Promoters Score, Customer Satisfaction, or closed sales. Conclusions I recently wrote an article for ICMI with technology upgrades for contact centers to consider in 2019.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019.

Customer Service 75

Customer Service Self service Best practices Metrics 75

Beyond Philosophy

NOVEMBER 27, 2020

In 2019, companies spent over $2 trillion on digital transformation, and even more in 2020, with COVID-19 driving many of these projects this year. While there have been improvements in common metrics this year, the movements have not been significant. However, success is not high with digital transformation.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Contact Center Pipeline

MARCH 28, 2019

How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like Net Promoter Scores (NPS) and Customer Satisfaction (CSAT)?

Contact Center 133

Contact Center Technology Analytics Metrics 133

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. For those who didn’t get to attend, or for those that attended and want a recap, we compiled a list of our top ten Customer Success takeaways from TSW 2019. Karen (@PVSKC) May 7, 2019. ChurnZero (@churnzero) May 7, 2019. ChurnZero (@churnzero) May 7, 2019.

Technology 74

Technology Upselling Enterprise Metrics 74

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Interaction Metrics

FEBRUARY 10, 2020

10, 2020 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2019 Gold Award. To achieve the Gold Award, Interaction Metrics sent surveys to Yaskawa customers and employees. QCI Score was developed to counteract overly simplistic metrics that lack accuracy and actionability.

Metrics 62

Metrics Surveys Feedback Customer Experience 62

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty.

Marketing 71

Marketing Metrics Service level Accountability 71

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Read on about these industry issues and trends so that you can power-up and defy the odds in 2019. It’s a bird! It’s a plane! And we’ve got you covered.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

ShepHyken

OCTOBER 18, 2021

However you get it, you must choose the right metrics, use the right technology, and more. So much so that Gartner found nearly 90 percent of organizations had a chief experience officer (CXO) or an equivalent in 2019, compared to only 61 percent of organizations having a CX leader in 2017. It’s what happened “yesterday.”

Customer Service 225

Customer Service Airlines Feedback B2B 225

ShepHyken

DECEMBER 21, 2018

CSAT score is a metric to identify customers satisfaction levels while they are interacting with your brand. Read Shep’s latest Forbes article: Ten Customer Service/Customer Experience Predictions for 2019. Happy and satisfied customers, on the other hand, enhance loyalty and revenue.

CRM 250

CRM Best practices Customer Service Metrics 250

ShepHyken

MARCH 5, 2023

20 Customer Experience Metrics Critical for Your Business by Tobias Komischke (CMSWire) This article covers 20 selected metrics that not only allow you to measure and understand your business viability, but at the same time also focus on the quality of your audience’s customer experience. Let me count the ways!

Customer Service 26

Customer Service Metrics Upselling Healthcare 26

Transparent BPO

JULY 30, 2019

In the post, I focus on the ways customer service trends are changing in 2019, drawing highlights from Salesforce’s third annual State of Service report , which gleaned insights from more than 3,500 service leaders and agents worldwide. It contains much more information than I have included here.

Customer Service 73

Customer Service outsourcing Customer centricity Contact Center 73

Beyond Philosophy

JANUARY 12, 2023

They see that living by numbers and metrics will not provide the big-picture vision that CEOs need. From 2010 to 2019, two-thirds of organizations did not improve their customer satisfaction, while all the effort went into improving Customer Experience. He says organizations will move to explore how people think about experiences.

Engineering 195

Engineering Quality management CRM Customer Experience 195

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! So, what’s the solution?

Metrics 62

Metrics Management Sales Surveys 62

Callminer

APRIL 24, 2020

According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Focus on the Metrics that Matter Most. Keeping track of call metrics and agent KPIs is a good way of maintaining a high level of performance in the call center.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182