ShepHyken

DECEMBER 9, 2019

Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning. Ironically, the theme of gratitude may actually be our best strategy in the new year. 4 Metrics Your Call Center Needs to Track in 2020 by Ben Ringshall. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Chief Customer Officer 80

Chief Customer Officer Sales SaaS Customer centricity 80

Eptica

MARCH 18, 2020

Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. Published on: March 18, 2020. You might also be interested in these posts: Customer Service in 2020: Reflect, Refocus, Reignite.

Self service 79

Self service Customer Service Best practices Technology 79

REVE Chat Blog

MARCH 4, 2020

So, how to tie the B2B lead generation strategies and best practices? Not all the best practices are tactics that work in a similar way. Best practice for B2B content lead generation: Identify your audience – It is critical to figure out your target audience to create content that revolves around their expectations.

B2B 71

B2B Best practices CRM Sales 71

Global Response

JANUARY 31, 2024

Between 2020 and 2021, cyberattacks increased by 68%. Let’s look at a couple of case studies to see the benefits of outsourcing IT support in action. Here are some best practices for how to successfully blend remote and outsourced teams. And that number has only continued to grow.

outsourcing 62

outsourcing Technical Support Best practices Education 62

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The 2020 Customer Success Trends Toolkit. 5 resources to set your CSMs up for success. The Human Duct Tape Show Podcast.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Aspect

JUNE 8, 2020

Originally scheduled as a live event, Forrester CX No r th America , June 16 – 18, 2020 , has transitioned to a virtual conference , and we’re pleased to have the opportunity to participate in this new format as a Presenter Sponsor.

Self service 62

Self service Banking Best practices Customer Experience 62

Fonolo

JANUARY 11, 2022

One Contact Resolution features their top 10 best practices for the title KPI, which measures the number of customers who have their problem resolved within one contact center interaction. Diversity in the Workplace: Eye-Opening Interviews to Jumpstart Conversations about Identity, Privilege, and Bias (2020), Bärí A.

Call Center 81

Call Center Marketing Management First call resolution 81

Global Response

FEBRUARY 13, 2022

Case study: improve sales by 25% with streamlined customer support. In 2020, FILA needed a better contact center solution. With Global Response’s omnichannel CX solutions, FILA was able to standardize best practices across functions, reduce case response time, and scale up a team across voice, web chat, social media and more.

Multichannel 62

Multichannel Contact Center Multi-channel support Average Handle Time 62

NICE inContact

MAY 12, 2017

Case Studies: Contact Center Strategies for Skype for Business Deployments Representatives of two companies that have deployed contact centers that integrate with Skype for Business, from HarborOne Bank and 7-Eleven, joined me to discuss their implementations.

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

InGenius

DECEMBER 19, 2019

If your 2020 strategy is centered on building a customer-centric approach, start your journey by dialing into Dave's webinar on replay: How Modern Services Organizations Are Increasing Customer Satisfaction. ComSci led the way on best practices sharing for going beyond cost transparency. You can read the full case study now.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

TechSee

JANUARY 25, 2023

He rejoined Oracle in November 2020 having previously worked for the company in 2015-16 after the acquisition of TOA Technologies (now Oracle Field Service). 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

aircall

JUNE 9, 2021

Customer expectations are higher than ever before: 54% of customers have higher expectations in 2021 than they did in 2020. Implement Industry Best Practices. Choosing the most effective customer service channels is a good way to start. One challenge?

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. ” – Julie Bai, Call Center Technology and Trends Every Business Leader Must Know in 2020 , Nextiva; Twitter: @Nextiva. Video chat assistance is on the rise. Video customer service is coming.

Call Center 376

Call Center Technology Banking Contact Center 376

CrazyCall

JANUARY 11, 2019

Back your claims with referrals, testimonials, case studies. Best practices in shipping and fulfillment. Comscore forecasts that 50% of searches are going to be voice searches by 2020. Use your content marketing, omnichannel message to provide top-notch e-commerce experience. Sales trend no. On point UX/UI design.

Sales 83

Sales Advertising Marketing Chatbots 83

Quality Contact Solutions

JULY 26, 2022

In addition, call center scripts or call guides allow customer support issues to be resolved fastest. Before you start writing, make sure to keep these best practices for call center scripts in mind. READ: INBOUND CUSTOMER SERVICE CASE STUDY. Some scripts need to be read word-for-word.

Scripts 98

Scripts Call Center Telemarketing Best practices 98

REVE Chat Blog

NOVEMBER 21, 2019

Top expert marketers agree that lead generation ideas and best practices are the most important element in their marketing arsenal. Top lead generation ideas & best practices that work. Case studies provide social proof that your product can deliver. What is Lead generation? . Free shipping.

B2B 77

B2B Best practices Sales Chatbots 77

SmartKarrot

FEBRUARY 17, 2022

The guests in each episode share their secrets- struggles, best practices, successes, and examples to give insights to listeners. The show was nominated in the 2020 SaaS Podcast Awards for three categories- Best Podcast, Best Episode, and Best Hosts. It is a great podcast for anyone looking to learn.

SaaS 10

SaaS Best practices Coaching Marketing 10

NobelBiz

OCTOBER 8, 2024

billion in 2020 and is projected to grow at a CAGR of 37% from 2021 to 2028, indicating a strong demand for automated dialing solutions in sales environments. Best Practices to Prevent Spam Labeling: Compliance Monitoring: Use built-in compliance features to ensure adherence to telemarketing regulations.

Outbound sales 52

Outbound sales Sales CRM Call Center 52

Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Now that we’ve seen personalization is important, what are some best practices for personalized customer service? Meetings and classrooms shifted to Zoom almost overnight.

Personalization 117

Personalization Customer Service Government Customer effort 117

ClearAction

JUNE 25, 2023

AI can only assume the most popular content is best. Good, better, and best practices are subjective. What was good in 2010 is probably not best in 2023. Frankly, most practices today are 2010s methods. Trust, values, and value are the urgent needs of the 2020s.

Enterprise 62

Enterprise B2B Surveys Best practices 62

CustomerSuccessBox

JUNE 7, 2022

She was named Top 25 CS Influencer (2020). Not best practices. And the point of the above description is not to point out the flaws or difficulties, but rather to highlight that by all “best practices” accounts, this is a poor experience. She is also a Board Member of CS Leadership Network. You’re both right!

Management 52

Management Best practices Accountability Enterprise 52

AWS Machine Learning

JUNE 9, 2022

In March 2020, we helped TIME for Kids launch a digital version of its popular magazine for school-aged kids. Previously, he was a member of the Alliance for Audited Media digital edition task force, created to develop best practices for acquisition of digital magazine subscribers. Leveraging Amazon technology, ReadAlong.ai

Scripts 80

Scripts APIs Education Technology 80

ProProfs Blog

MAY 1, 2020

If anything, you may find it difficult to be one of those 80% of the companies who would compete solely based on customer experience by 2020. These studies and stats validate the importance of training your customer service team in the right direction to ensure complete customer delight. Source: Mckinsey.com.

Customer Service 128

Customer Service Customer Support Education Feedback 128

Totango

NOVEMBER 12, 2020

A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers. The average respondent planned to increase their CS investment by 10% in 2020. Visibility into customer adoption and health.

Technology 104

Technology Customer centricity Enterprise Surveys 104

Totango

NOVEMBER 12, 2020

A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers. The average respondent planned to increase their CS investment by 10% in 2020. Visibility into customer adoption and health.

Technology 89

Technology Customer centricity Enterprise Surveys 89