ShepHyken

MARCH 8, 2021

Automation and technology can play an important role in that strategy. Hospitality.com) Recently, we sent a survey to thousands of your colleagues, with two goals: to ask them about the major changes the sector experienced in 2020 and to find out what key actions they are taking as we start a new year.

Airlines 371

Airlines Customer Service Coaching Surveys 371

ShepHyken

NOVEMBER 23, 2020

Sharpen Technologies) This month, we’re crushing on Chewy – an eCommerce leader paving the path to a better customer experience. How Useful Are Likelihood to Recommend Surveys? My Comment: I’m a huge fan of surveys and measurement when done the right way. by Utpal Dholakia Ph.D. by EHL Insights. Follow on Twitter: @Hyken.

Customer Service 181

Customer Service Airlines Surveys Contact Center 181

ShepHyken

APRIL 27, 2020

.” Top 10 Digital Customer Experience Trends to Look Out For in 2020 by David Gasparyan. After all, multiple surveys show that customers are looking for much more than the product when deciding which brands to engage with. The post 5 Top Customer Service Articles For the Week of April 27, 2020 appeared first on Shep Hyken.

Customer Service 177

Customer Service Government Coaching Customer Experience 177

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row. Award Info.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

ProProfs Blog

JANUARY 30, 2020

Customer Engagement Statistics 2020 Explained. Takeaway: The customer engagement statistics of 2020 definitely indicate that your business will have to work towards building stronger customer engagement strategies, especially when there are so many challenges along the way. During the survey, 29.3 Source: Microsoft ) Tweet this.

B2B 204

B2B Banking Employee engagement Personalization 204

ShepHyken

JULY 6, 2020

ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic. Salesforce surveyed over 3500 consumers around the world to understand how to give the best customer service in the midst of the COVID-19 pandemic.

Customer Service 169

Customer Service Healthcare Journey mapping Feedback 169

CCNG

AUGUST 13, 2020

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model.

CCNG 221

CCNG Contact Center Surveys Technology 221

ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. That means two-thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy. Wrong Technology. But make sure you do something to position yourself for the 2020 customer.

Customer Experience 287

Customer Experience Airlines Customer centricity Surveys 287

Contact Center Pipeline

SEPTEMBER 22, 2020

In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second. In that same survey, of the top 20 priorities, “improving knowledge access” ranked […].

Management 225

Management Contact Center Surveys Self service 225

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Use customer surveys to validate the workflow metrics tied to customer advocacy.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

ShepHyken

APRIL 2, 2021

in the first quarter of 2020, and expected to continue to rise throughout 2021. However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. That number is up from 11.8%

Customer Service 303

Customer Service Self service Metrics Average Handle Time 303

CCNG

AUGUST 13, 2020

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model.

CCNG 195

CCNG Contact Center Surveys Technology 195

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

ShepHyken

DECEMBER 18, 2020

Little did I know how prophetic Shep’s words would be for 2020. Nor did I anticipate that technology-based convenience drivers (mobile purchasing, touchless delivery, and curbside pick-up) would do far more than make customer’s lives easier. In 2019, leaders often viewed convenience-oriented technologies as “nice to haves.”

Customer Experience 200

Customer Experience Consulting Consulting Technology 200

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Figure 1: Contact Center Technology Investment Priorities for 2020.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

Fonolo

OCTOBER 29, 2020

The 2020 holiday shopping season will look very different from others in recent memory, thanks to COVID-19. Here are some of our best tips for retailers when navigating holiday shopping season 2020: 1. Criteo reports that 88% of US consumers surveyed planned to shop for gifts online and send them to their intended recipients. .

Contact Center 96

Contact Center Interactive Voice Response Surveys Marketing 96

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! The latest technology is not going to make up for your lack of thinking! Were you surprised to read the title of this post?

Technology 121

Technology Big data Analytics Personalization 121

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. Video and augmented reality are effective technologies to help prevent returns. The post Survey: NFF returns of electronic devices can be prevented appeared first on TechSee.

Surveys 107

Surveys Entertainment Education Self service 107

Callminer

MAY 27, 2020

“Traditionally, employee engagement might be examined by HR by way of an annual survey once a year, and this practice still occurs in many organizations. “Technology is undeniably important to the modern-day workplace. Adopt novel approaches to candidate outreach using modern technology. .” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. Recognizing that continuously adding quality agents simply does not add up financially, more and more companies are turning to technology in order to scale quality support.

Contact Center 116

Contact Center Technology Self service Call Center 116

TechSee

OCTOBER 31, 2018

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. Robotic Process Automation (RPA) is a form of business process automation technology based on AI. The driver for this growth?

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

ChurnZero

JANUARY 28, 2021

2020 SaaS Awards Announced – Appealie Honors The Very Best in Software . . APPEALIE has announced the winners of the 2020 SaaS Awards, and ChurnZero is proud to be recoginized again for the third year in a row. . The 2020 APPEALIE SaaS Award winners are presented below. . OVERALL SAAS AWARD WINNERS.

SaaS 96

SaaS Surveys Feedback Technology 96

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies. In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans.

Technology 122

Technology Customer Service Gamification Contact Center 122

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Forbes Insights, 2020) Two-thirds of customers could not recall when a brand exceeded expectations. Forrester, 2016) The average email survey response rate is 24%.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

NOVEMBER 19, 2020

Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity. The State of the Contact Center in 2020. Call-back technology is more popular than ever. Improve CX.

Contact Center 162

Contact Center Abandon rate Government Enterprise 162

Fonolo

AUGUST 29, 2019

Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. Jon Arnold, Technology Thought Leader, Analyst, and Speaker: “The two themes I cited here last year – messaging and AI – continue to dominate the contact center landscape. If technology can help, great!

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Totango

NOVEMBER 12, 2020

By making customer data accessible, accurate, and comprehensive, Customer Success technology creates a customer 360 view , which, in turn, makes it easier to strategize and take action to increase customer engagement, satisfaction, and retention. The average respondent planned to increase their CS investment by 10% in 2020.

Technology 108

Technology Customer centricity Enterprise Surveys 108

Sykes

NOVEMBER 14, 2019

SURVEY: Americans’ Perceptions of the Future of Work. We wanted to get a sense of what working Americans are really thinking and feeling about the impact of automation at work, their attitudes about working with these new technologies, and how their employers are helping prepare them for the future of work. Survey Results.

Surveys 81

Surveys Telecommunications Technology Transportation 81

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Chatbots 198

Chatbots Customer Support Healthcare Scripts 198

Nicereply

JULY 7, 2020

Once you’ve been working with CSAT for a while though, you start noticing certain limitations, such as lack of control, customization, and variety in Zendesk’s CSAT surveys. The solution to this is to implement a 3rd party survey solution. How can you customize your surveys? Survey and Distribution options comparison.

Surveys 98

Surveys Feedback Metrics Accountability 98

Comm100

MARCH 7, 2023

compared to 2020. It all begins with understanding what students want during the pre-enrolment process – and Comm100’s latest survey reveals all. Surveying current higher education students in North America, we asked students how they want to be engaged and supported during the pre-enrolment phase.

Surveys 94

Surveys Education Wait times Chatbots 94

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1. Well think again!

Customer centricity 111

Customer centricity Journey mapping Marketing Personalization 111

Tethr

MAY 18, 2020

Since all services who are able to operate remotely are doing so, offshore BPOs are being challenged with having the advanced technology they need to provide quality service. The tools and technology you carry should be customer-focused as they will impact the kind of experience your customers will have with your products or services.

Customer Experience 89

Customer Experience Coaching Surveys industry standards 89

TechSee

MAY 4, 2021

When the pandemic hit back in March 2020, customer service operations went into crisis mode. Another survey corroborated these findings, with just under half (45%) of U.S. increased from 2% to 37% in 2020 , and two out of three U.S Why Customer Service is adopting the Gig Model. Business Continuity in Times of Crisis.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

CCNG

FEBRUARY 28, 2024

Fortunately, thanks to technology and support from companies like Zoom, organizations quickly pivoted to support a remote workforce. When surveying telecommuters who work from home all/some/most of the time, 71% said it was due to the work/life balance it provides. However, it’s not just about their personal lives.

Best practices 195

Best practices CCNG Surveys Technology 195

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards. Over one-in-five saw their budget actually decrease year over year.

Management 94

Management Journey mapping Analytics Customer centricity 94

Totango

NOVEMBER 12, 2020

By making customer data accessible, accurate, and comprehensive, Customer Success technology creates a customer 360 view , which, in turn, makes it easier to strategize and take action to increase customer engagement, satisfaction, and retention. The average respondent planned to increase their CS investment by 10% in 2020.

Technology 92

Technology Customer centricity Enterprise Surveys 92