ProProfs Blog

JANUARY 30, 2020

In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Customer Engagement Statistics 2020 Explained. And delighted customers are equivalent to more revenue for the business. During the survey, 29.3

B2B 204

B2B Banking Personalization Employee engagement 204

Noble Systems

JULY 15, 2019

According to Gartner, 55% of companies have started to or plan to invest in AI by 2020. Customer care today remains mostly reactive. Businesses wait for a customer to call into the contact center. Then we’ll cover why you should care. The agent was able to resolve the customer’s issue quickly. AI Defined.

Customer Care 70

Customer Care Abandon rate Self service Airlines 70

Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.

Customer Care 62

Customer Care Complaint resolution Government Education 62

BlueOcean

APRIL 30, 2021

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. With more than a year of pandemic impacts under our belts, let’s dig into the far-reaching impacts of COVID-19 on omnichannel customer care.

Customer Care 62

Customer Care Interactive Voice Response outsourcing Self service 62

Creative Virtual

JULY 22, 2020

The closing of physical store and office locations, restrictions on in-person activities, new guidelines to keep contact centre agents safe, rapidly changing information – these challenges and disruptions to business-as-usual have forced organisations to adapt quickly and re-evaluate the needs of their customers.

Virtual Agent 52

Virtual Agent Self service Surveys Customer centricity 52

CSM Magazine

DECEMBER 3, 2019

While being superseded by instant messaging and social media, daily e-mail still steadily grows and will reach more than 300 billion e-mails per day in 2020. Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Ievgen Sliusar.

Customer Care 52

Customer Care CRM Enterprise Marketing 52

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report. When: Today, 30 September 2020.

Consulting 62

Consulting Consulting Marketing Customer Service 62

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. IA proves essential during COVID-19 for customer insights and employee oversight. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. When: Today, 8 April 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Marketing Management 62

BlueOcean

JANUARY 6, 2020

The good news, according to Gartner insight, is that channel switching isn’t actually hurting customer loyalty. In fact, a NewVoiceMedia survey revealed that 43% of customers feel more connected to a brand when they are able to contact a company through any channel. 2020 Trends in Omnichannel Customer Service.

Customer Care 71

Customer Care Wait times Self service Personalization 71

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Skybridge

NOVEMBER 12, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020. By Liliana Petrova.

Customer Care 52

Customer Care Government Self service Education 52

SharpenCX

NOVEMBER 11, 2020

Raise your hand if 2020 made you toss old customer service playbooks out the window. If you told me that in 2020, I’d be holed up in my guest room working from a vanity-turned-desk for a year, sheltering in place from an invisible menace terrorizing our society, I would’ve thought you were reciting an episode of the Twilight Zone.

Customer Care 67

Customer Care Customer Service Self service Contact Center 67

Connecting the Dots

JULY 27, 2020

The work of John Goodman and Marc Grainer , two of Customer Care Measurement & Consulting’s principals, led to a customer care revolution in the United States, and for both, an ongoing passion to monitor and continuously optimize the customer experience to create a win-win for buyers and sellers.

Customer Care 62

Customer Care Government Education Engineering 62

Skybridge

AUGUST 4, 2020

When their most recent results were reported a few weeks ago, I couldn’t help noticing some interesting parallels between their findings and those of Shep Hyken’s 2020 ACA “Achieving Customer Amazement” (ACA) Survey. Find out how Skybridge Americas can help you delight your customers and grow your business.

Customer Care 52

Customer Care Finance Surveys Sales 52

C Space

JUNE 3, 2020

The Brand Move Roundup – June 3, 2020. By aligning corporate values with what customers care about, companies are hoping to build a sense of loyalty and a deeper sense of personal connection, he said. Brand Move Roundup – June 3, 2020. Brand Move Roundup – June 2, 2020. Brand Move Roundup – June 1, 2020.

Education 52

Education Consulting Consulting Morale 52

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 48

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER!

Management 94

Management Analytics Journey mapping Customer centricity 94

Connecting the Dots

SEPTEMBER 10, 2020

Wharton’s Dr Peter Cappelli suggests in the August 3, 2020 Wall Street Journal C-Suite Strategies that employee surveys should be retired for six reasons. While each of the reasons he cites might be true with certain surveys, I believe the better approach is to correct the concerns rather than to dispense with employee surveys.

Surveys 62

Surveys Consulting Consulting Customer Care 62

Toister Performance Solutions

DECEMBER 10, 2020

The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). Image source: Customer Care Measurement and Consulting. I conducted a survey of 1,084 U.S. consumers in November, 2020 and asked them what type of service they receive most often.

Customer Service 139

Customer Service Surveys Consulting Consulting 139

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. For more information, visit www.dmgconsult.com. # # #.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. DMG expects the number of CBCCI seats to increase by 23% in 2019 and 2020, by 21% in 2021 and 2022, and by 20% in 2023.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. 2019 – 2020 Workforce Management Product and Market Report. Strong momentum driving market growth and investments.

Consulting 48

Consulting Consulting Marketing Management 48

Pointillist

JUNE 7, 2021

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Foundational component of next-gen, digitally transformed service organizations. Where: Available at the DMG Consulting online store. are covered at a high level.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Fonolo

AUGUST 29, 2019

Now: Ready yourself for the dawn of a new customer service decade, and read this timely and useful advice from the mouths of the experts themselves. Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. That won’t go away in 2020, and it will probably still be a requirement in 2050!

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Connecting the Dots

SEPTEMBER 10, 2020

Wharton’s Dr Peter Cappelli suggests in the August 3, 2020 Wall Street Journal C-Suite Strategies that employee surveys should be retired for six reasons. While each of the reasons he cites might be true with certain surveys, I believe the better approach is to correct the concerns rather than to dispense with employee surveys.

Surveys 62

Surveys Consulting Consulting Customer Care 62

Interactions

JANUARY 26, 2023

Telephone Channel Popularity Statistics Among the communication channels customers use to resolve service issues in the United States, 42% of respondents to a 2020 survey stated that they prefer phone calls over other channels.

Customer Service 62

Customer Service Healthcare Contact Center Surveys 62

Serenova

FEBRUARY 3, 2020

In a webinar drawing on ICMI’s industry-leading research and insights from the 2020 ICMI Featured Contributors (including Serenova Vice President of Customer Success Jen Jackson ) ICMI Group Principal Analyst Roy Atkinson explored what’s trending in 2020 and why contact center leaders should pay attention. More on that below.).

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

ProProfs Blog

SEPTEMBER 24, 2020

According to McKinsey & Company , 70% of buying experiences depend on how you treat your customers. Most of the customers speak up when they are shopping for something new or require customer care support. The Best Ways to Collect Customer Feedback. . #1. Opt for a Popup Customer Survey.

Feedback 141

Feedback Surveys Analytics Customer Support 141

CSM Magazine

DECEMBER 18, 2023

Fully automated systems that funnel customers into an endless loop of recordings will certainly negatively impact your bottom line. Survey Says: Customer Service Needs Improvement Customer Care Measurement & Consulting (CCMC), a company specializing in customer service research, conducts periodic customer rage surveys.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

Talkdesk

DECEMBER 18, 2020

Salesforce estimates that approximately 30% of all global holiday purchases in 2020 will be returned—about $280 billion worth of lost merchandise sales. Salesforce also forecasts a 30% increase in service demand for the 2020 holiday season. But that forecast could be on the low side for some retailers.

Sales 106

Sales Personalization Customer Care Surveys 106

aircall

DECEMBER 1, 2022

In an effort to provide top-quality support and integrate seamlessly into the lives of their customers, many companies are tapping into WhatsApp as a support channel. But how can businesses use WhatsApp for customer support? And how can you pair WhatsApp with Aircall’s cloud-based phone solution to provide first-class customer care?

APIs 117

APIs Customer Support Wait times Chatbots 117

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Increased customer satisfaction.

Average Handle Time 52

Average Handle Time Multichannel CRM Analytics 52

BlueOcean

MARCH 31, 2021

COVID-19 has significantly impacted customer behaviors and expectations. In fact, in a survey from Noble Systems , almost 54% of respondents claimed to have noticed behavioral changes in their customers over the last 12 months. This inevitably translates to higher contact volume in the customer care realm.

Customer Care 62

Customer Care Self service Contact Center Healthcare 62

BlueOcean

SEPTEMBER 27, 2021

Customer experience is pretty much the hottest topic in the contact center and customer care space these days. This report gives a deep dive into the revenue share of each segment of customer experience. In particular, we were interested to see that in 2020, text analytics accounted for 41% revenue share.

Customer Experience 71

Customer Experience B2B B2C Contact Center 71