ShepHyken

MARCH 18, 2019

My Comment: If you’ve read my work and these weekly roundups, then you know that I’m a fan of the NPS survey. It’s one thing to implement the survey to get feedback. CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. It’s another to properly use that feedback. And, that’s what this article is about.

Customer Service 225

Customer Service Customer centricity Feedback Surveys 225

CX Accelerator

DECEMBER 31, 2018

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! I haven’t started using it yet but it’s a Pulse Survey tool which collects and reports out on employee engagement info regularly (every 1-2 weeks). They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ProProfs Blog

OCTOBER 25, 2021

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? Timing determines whether a survey sits in the inbox forever or manages to catch a customer’s attention. Find that perfect moment when the chances of customers completing your survey are the highest.

Surveys 148

Surveys Feedback SaaS Accountability 148

ShepHyken

APRIL 22, 2019

5 Awesome Ways To Improve Your CSAT Survey Response Rates by Catherine Heath. Nicereply) We’re in a new era of customer surveys – they should be fun to complete, visually appealing, simple and easy. My Comment: Do you want your customer surveys answered? Here are five ways to drive better response rates.

Customer Service 201

Customer Service Employee engagement Self service Surveys 201

ShepHyken

MARCH 27, 2020

He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. And one of the best ways to accurately gauge customer satisfaction is via surveys. Now let’s take a closer look at how you can use surveys to improve the customer experience. Net Promoter Score (NPS).

Surveys 186

Surveys Customer Experience Advertising Feedback 186

ShepHyken

SEPTEMBER 9, 2019

Here is some fun reading with survey stats that will make you think. The post 5 Top Customer Service Articles for the Week of September 9, 2019 appeared first on Shep Hyken. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 247

Customer Service outsourcing Surveys Marketing 247

ShepHyken

SEPTEMBER 2, 2019

A Gartner survey claims that by 2023 more than 40% of customer service will be automated. The post 5 Top Customer Service Articles for the Week of September 2, 2019 appeared first on Shep Hyken. My Comment: Have you wondered just how far AI (artificial intelligence) and IA (intelligent automation) have impacted customer service?

Customer Service 222

Customer Service Customer Experience Surveys Customer Support 222

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Whirlpool, a global leader in smart appliances, shares insights from their global survey. Smart Home Startups to See at CES 2019. Executive One-on-One with Whirlpool & CTA. Tuesday, January 8.

Entertainment 174

Entertainment Surveys Technology Education 174

Contact Center Pipeline

JANUARY 4, 2019

Happy 2019! We reveal the survey results from the recent “Contact Center Challenges & Priorities” survey, as well as the key findings from the “North American Study […]. I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for Free!).

Contact Center 100

Contact Center Surveys Call Center 100

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.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 78

Surveys B2C B2B Feedback 78

TechSee

OCTOBER 2, 2019

The industry that experiences the highest rates of churn is telecommunications, with 52% of those surveyed reporting that they canceled a phone, internet, TV or cable contract with a telecom company in the past 24 months due to the quality of customer service they received. Customer churn is widespread.

Surveys 165

Surveys Customer Service Customer retention Telecommunications 165

ProProfs Blog

JUNE 27, 2021

These include use of survey questions, using live chat to engage your potential customers, lead generation through affiliate and ad marketing, and more. These days, surveys have been increasingly used to create standard and long-lasting leads for your business. What are Lead Generation Surveys? What are Lead Generation Surveys?

Best practices 78

Best practices Surveys Advertising Construction 78

ProProfs Blog

APRIL 17, 2020

According to the 2019 trends report by event tech company Bizzabo, events, at times, even score over content marketing, digital advertising and email marketing. The answer to these questions is – Asking Event Survey Questions! To help you do the same, we have compiled a comprehensive list of : Pre-Event Survey Questions.

Surveys 125

Surveys SaaS Feedback Advertising 125

Noble Systems

JUNE 7, 2019

Paul Stockford, Chief Analyst at Saddletree Research, attended SNUG for the first time in 2019. Read more of Paul’s thoughts on SNUG 2019 here. The post Getting Comfortable at SNUG 2019 appeared first on Noble Systems. Paul Stockford, Chief Analyst, Saddletree Research.

Gamification 75

Gamification Contact Center Coaching Education 75

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

Fonolo

FEBRUARY 28, 2019

So, in 2019, breaking through the noise coming from the competition and providing a static-free customer experience are both increasingly important. If you’re starting to forge your customer experience strategy for 2019, you are not alone. 6 Must Read Customer Experience Trends in 2019. Download the full report below.

Customer Experience 83

Customer Experience Customer centricity Surveys Sales 83

Strategic Contact

JANUARY 15, 2019

With nearly 300 participants, our fourth annual Challenges and Priorities Survey gave us a brief snapshot at what’s happening in our industry. I’m excited to share the results. This year, change is the theme! While I encourage you to download the complete report, here is a sneak preview into what we found in the results: Read More »

Surveys 48

Surveys 48

TechSee

MAY 7, 2019

2019 Survey: NFF Returns. The survey demonstrates that 41 percent of us have returned a non-defective item in the past 12 months. Download the full results of this groundbreaking survey here , and get your hands on a stunning infographic presenting the headline findings here. Back to the store.

Surveys 107

Surveys Entertainment Education Self service 107

Contact Center Pipeline

JANUARY 30, 2019

I hope you are as excited as I am to dive into the results from our fourth annual survey, with nearly 300 participants sharing their top three challenges and priorities. We maintain our list of options with minor tweaks based on market and industry evolution, as well as past input, so we can look at […].

Contact Center 124

Contact Center Surveys Marketing Call Center 124

Joe Rawlinson

DECEMBER 18, 2018

In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment. Top 4 Tips to Boost Your Ecommerce Content Marketing Strategy in 2019. Short surveys about products, customer satisfaction, and wishes of your loyal customers.

Marketing 92

Marketing Customer retention Surveys Management 92

VHT

OCTOBER 1, 2018

What should you specifically look for as we look towards 2019? It requires a survey process. The most successful surveys are those that are intelligently integrated into each communication channel to obtain a broad picture. The post Contact Center Technology Trends for 2019 appeared first on VHT.

Contact Center 67

Contact Center Technology Analytics Surveys 67

Answer Dash

FEBRUARY 20, 2019

(This article was originally published at IT-Online - The daily IT news publisher) Emerging digital trends are top of mind for customer service and support leaders in 2019, according to a recent survey by Gartner. Only then will they be able to truly differentiate their organisation and help drive growth.”

Customer Service 78

Customer Service Big data CRM Surveys 78

Avoxi

JANUARY 7, 2020

2019 was a record-breaking year here at AVOXI and I'm proud to say this is just the beginning. Thanks to your willingness to provide feedback through product surveys, "voice of the customer" interviews, and beta product programs, we were able… The post CEO Message: Closing Out 2019 With a Bang and Coming In Hot to 2020!

Surveys 62

Surveys Feedback 62

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

TRUSTID

MARCH 29, 2019

As business leaders learn more about fighting fraud by better understanding shifts in fraud tools and tactics, our newly released 2019 State of Call Center Authentication survey helps answer these and other important questions around today’s call center threat landscape. Want to learn more?

Surveys 48

Surveys Call Center call center professionals Interactive Voice Response 48

DMG Consulting

JULY 31, 2019

DMG Consulting Releases 2019 Call Tracking Product Report. What: Releases 2019 Call Tracking Product Report . When: Today, 17 July 2019. DMG expects revenue in the call tracking market to grow by 10% – 15% in each of the next 3 years, 2019 – 2021. Improved marketing effectiveness for the digital era.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

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% Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ChurnZero

DECEMBER 27, 2019

For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search categor y, ahead of the real-life Royal Baby who took the numb er three spot. That’s 2019 for you. . Top 10 Blog Posts from 2019 . 2019 is almost a wrap.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Spearline

JANUARY 9, 2019

We have a number of key developments happening in 2019 that we’re excited to share with you: Spearline Management Reports. We’re pleased to announce that from Q1 2019, we will be issuing our customers with monthly management reports. take the survey. Q4 2019. 'Patrick’ UI Redesign. 'Patrick'

Benchmark 40

Benchmark Surveys Engineering Feedback 40

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. 11/12/2019. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. When: Today, 12 November 2019. improvement.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

InTheChat

MAY 2, 2019

According to a survey by “Ask Your Target Market”, July is the most popular month for. The post Infographic: Travel and Hospitality 2019 Digital Trends appeared first on InTheChat. It’s May, which means that Spring is well and truly here, which means the summer travel season is just around the corner!

Surveys 48

Surveys Marketing Contact Center Customer Experience 48

Aspect

NOVEMBER 28, 2017

Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come.

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. When: Today, 3 October 2019. OnviSource is covered at a high level.

Consulting 48

Consulting Consulting Marketing Gamification 48

Contact Center Pipeline

DECEMBER 1, 2020

Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The focus on the agent is a change from 2019’s “Improving the Customer Experience,” which continued as leadership’s top challenge.

Contact Center 147

Contact Center Surveys Customer Experience Coaching 147