ShepHyken

APRIL 2, 2021

of all sales. 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. In the U.S.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

Nextiva

JANUARY 2, 2021

A recent survey shows that post-COVID-19, 59% of consumers will care even more about the customer experience than they did in the times before the pandemic when deciding which companies to support or buy from. With this in mind, it’s up to your team to figure out how to cater to customers in a way […].

voip 128

voip Surveys Sales Customer Experience 128

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. There are several trends on Blair’s radar for 2021. Analyst at SoftwareAdvice.com since 2018, where she is responsible for producing detailed surveys, thought-leadership articles, and detailed analysis of project management and small business technology strategy. She has been a Sr.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

TechSee

FEBRUARY 16, 2021

This is underlined by a January 2021 survey , where 65% of U.S. Going into 2021, new trends are emerging that are helping field services provide their customers with efficient service, while still keeping a firm eye on their bottom line in a challenging economic environment. Remote AR assistance improves outcome-based service.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

ShepHyken

DECEMBER 17, 2021

New findings from our UPS Capital 2021 Holiday Shipping Experience Report found that 44% of SMBs report making more than a fifth of their total annual sales from Small Business Saturday and holiday spending in general. Read Shep’s latest Forbes article: Top Business Books Of 2021. Amp Up Communications When There’s a Mishap.

Surveys 206

Surveys Advertising Marketing Customer Experience 206

Spearline

JULY 13, 2021

At Spearline, many of our customers have contact centers situated worldwide, used for customer service, sales, and product information. Ultimate.ai’s ‘Navigating Customer Service 2021: The Year of Transformation’ free guide explores how COVID impacted the customer service industry. Virtual “Live” Events.

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

Nicereply

MAY 6, 2021

Incorporating new information, like the results of a Net Promoter Score (NPS) survey , into your plan can help you be more impactful in your marketing efforts. If you survey all of your customers at once, use the full results to update your strategy. Are you misleading prospective customers in order to make a short-term sale?

Marketing 98

Marketing Surveys APIs Advertising 98

Nicereply

DECEMBER 28, 2021

We are incredibly thankful you joined us on the ride through 2021. Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. 5 Most Favorite Blog Posts Published in 2021. How do we compare to our competitors?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. Read below to learn about the awards and meet this year’s winners.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

Outsource Consultants

SEPTEMBER 14, 2021

But why would anyone worry about potentially high sales volume? That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

SharpenCX

SEPTEMBER 30, 2020

In fact, 43% of CFOs surveyed by PwC said they’re planning to make remote work a permanent option. By the end of 2021, industry leaders expect mobile phones will make almost 73% of eCommerce sales. Consider these tech and contact center trends in 2021. And, they can do it without missing a step.

Chatbots 128

Chatbots Call flow Morale Contact Center 128

Comm100

JANUARY 21, 2021

If 2021 is the year that you want to find the best live chat software for your small business, then read on to find out everything you need to know about small business live chat software. Live chat is typically used by sales, marketing, and customer support. Increase sales. Live chat doesn’t just help increase sales.

Surveys 98

Surveys Marketing Sales Customer Support 98

ChurnZero

JANUARY 8, 2021

Based on our recent Customer Success Leadership Study (releasing early January 2021), 54% of survey respondents have a Chief Customer Officer (CCO) or Vice President (VP) of Customer Success as their highest Customer Success leadership position within their SaaS organization. Staci Satterwhite, Chief Customer Officer, Khoros.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Nicereply

SEPTEMBER 28, 2021

Let’s now take a look at the top 5 customer care tools for 2021: HubSpot Service Hub. HubSpot Service Hub shines when combined with other HubSpot tools like HubSpot Sales Hub and Marketing Hub. Customer Feedback Survey. Surveys are a crucial tool for collecting their thoughts. Best for: All-in-one help desk tool.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Quiq

SEPTEMBER 29, 2021

Quiq Launches Conversational Commerce Payments and Conversational Surveys Share This Story Secure, in-conversation payments allow brands to complete transactions seamlessly while chatting with customers on SMS, web chat, and other channels; Surveys inform retailers with a multi-channel, real-time customer feedback loop.

Surveys 89

Surveys APIs Feedback Enterprise 89

ProProfs Blog

SEPTEMBER 17, 2021

The answer is simple: Ask them for feedback via website surveys. . Dive into this blog to explore 35 website survey questions along with their examples and tips and learn everything you should know about these surveys. . What are Website Surveys ? Benefits of Website Surveys. Let’s begin!

Surveys 78

Surveys Feedback Marketing Construction 78

Satrix Solutions

JULY 28, 2021

These include higher customer retention, repurchase, and renewal, as well as a better reputation in the market (which leads to higher sales win rates), and stronger employee engagement (which means lower employee attrition). Heather Timney 2021-06-10T10:15:42-07:00 Do B2B Customer Referral Programs Work? not statistically reliable).

Customer Experience 122

Customer Experience B2B Surveys Construction 122

Integrity Solutions

JANUARY 6, 2021

Money and incentives matter, but this year more than ever they’re only part of the sales retention story. With the stresses of the pandemic, uncertainty in the business environment, and pressures of working from home and juggling personal and professional lives, we’re all looking forward to a fresh start in 2021.

Coaching 77

Coaching Sales Morale Personalization 77

ShepHyken

OCTOBER 3, 2022

Despite call centres being a traditional means of communication between brands and their customers, this is now the preference for under half of the UK population (43%), according to a survey of 1,000 Brits by telecommunications provider Esendex. The company surveyed 1,000 consumers through an online questionnaire.

Customer Service 36

Customer Service Telecommunications Surveys Self service 36

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. Another survey corroborated these findings, with just under half (45%) of U.S. In fact, Everest Group estimated that U.S.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

delighted

JUNE 3, 2021

A year after the pandemic began, in April 2021, we’re seeing a resurgence in consumer spending with the US vaccine rollout and as businesses reopen. We surveyed 1,200 shoppers across the US to learn more about their shopping habits and preferences. So what does this mean for retail? Which of the pandemic trends will stick?

Advertising 101

Advertising Entertainment Sales Personalization 101

Satrix Solutions

FEBRUARY 1, 2022

Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? Thankfully this attitude towards surveys is relatively rare in B2B. However, as a CX consultancy, we occasionally hear (or read) very negative reactions when inviting someone to participate in a survey on behalf of our clients.

Surveys 78

Surveys B2B Feedback Technical Support 78

Spearline

JANUARY 6, 2022

Inbound voice has actually seen an increase since 2014, according to the survey report “What Contact Centers Are Doing Right Now 2021 Edition” While the use of inbound voice has increased from 50% in 2014 to 54.9% in 2021, alternative “on the rise” channels have actually seen no drastic gains.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

ChurnZero

JANUARY 22, 2021

“But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations. Their customer asked to talk in November 2021. Never get ghosted by a customer again.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

delighted

NOVEMBER 20, 2020

Although a retail sale can occur through a variety of channels such as brick and mortar (physical store), online, direct email, in-app, and more, what qualifies the transaction as retail is that the product’s end-user is the buyer. For 2021 and beyond, the answer is both. First, let’s define the retail space and how it has evolved.

Customer Experience 70

Customer Experience Surveys Feedback Customer effort 70

ProProfs Blog

MARCH 26, 2021

Customer feedback surveys are the go-to tool of every business to understand their customer needs and sentiments. The advantages of surveys lie in their simplicity, ease of creation, quick feedback collection, and so on. In this blog, let’s explore both the advantages and disadvantages of customer feedback surveys in detail.

Feedback 78

Feedback Surveys Customer retention Metrics 78

TechSee

APRIL 10, 2018

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). By 2021, Gartner estimates the market will increase in size to approximately $46 billion. Technology sales is a higher margin business than human labor.

Call Center 139

Call Center Technology outsourcing Self service 139

Fonolo

JUNE 22, 2021

How to Make a Call Center Agent Engagement Survey. 5 Important Strategies for Agent Engagement in 2021. Top Contact Center Technology Trends in 2021. Set up Slack, MatterMost, RocketChat, WhatsApp, or another internal network to encourage open, honest, and constant communication within and across teams. Call-backs.

Call Center 151

Call Center call center software Employee engagement Gamification 151

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. We will explore the 20 best employee engagement software in 2021 and compare their features. Bonus Read: Employee Engagement Survey Questions.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Lumoa

FEBRUARY 7, 2023

During an NPS survey, a customer replies with a 7 and comments that they’d love to see the reporting section expanded. Organizations that analyze and act on their customer behavioral data outperform the market by 85% in sales growth, according to a 2021 study by Microsoft.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

Totango

OCTOBER 12, 2022

We can see this development in our recent survey. The answers revealed that customer success teams are enterprise-wide collaborators—engaging with product management, sales, marketing, operations, and services and support departments. Developing a winning strategy.

Enterprise 115

Enterprise Surveys Sales Customer retention 115

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. In 2021, we saw the emergence of a new understanding of the customer journey.

SaaS 99

SaaS Journey mapping Best practices Customer advocacy 99

Russel Lolacher

JUNE 15, 2021

— Shep Hyken (@Hyken) May 16, 2021. — Stephanie Thum, CCXP #CX (@stephaniethum) May 20, 2021. These #CSAT survey requests are so stinkin' insincere. They've burned up my willingness to complete the survey. My experiences w both companies was GREAT, but I didn't complete the surveys because WORDS.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

Quality Contact Solutions

AUGUST 20, 2021

AURORA, Nebraska (August 17, 2021) ?Quality Quality Contact Solutions expects to achieve SOC 2 Type 2 certification by the end of November 2021.?. In addition, the QCS expertise provides turnkey outsourced call center services that augment sales and marketing programs across various industries.?.

Call Center 98

Call Center Telemarketing B2C outsourcing 98

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. For these reasons, DMG projects that the growth rate of IA, based on seats, will be 11% in 2020 and 2021 and 10% in each of the following 3 years, 2022 – 2024.

Consulting 62

Consulting Consulting Analytics Marketing 62

OctopusTech

JUNE 24, 2021

With a brand name like Live Chat, it’s no wonder to witness this chat tool at the top ranking in 2021. This tool is used for real-time chat, multichannel support, lead generation, online surveys, in-app support, BPO Services, and more. Automated sales and KPIs tracking to monitor the performance. Auto agent routing.

Multichannel 62

Multichannel APIs Telemarketing Analytics 62

Integrity Solutions

JUNE 24, 2024

Imagine having a sales team coach who sees the potential in you that you don’t even see in yourself—and then is committed to helping you help live up to that potential. Most leaders agree that the role of sales team coach play a key role in helping salespeople achieve their goals. What Does it Mean to Be a Sales Team Coach?

Coaching 66

Coaching Sales Surveys Banking 66