Peter Lavers

NOVEMBER 16, 2020

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises. Such studies tend to be repeated, so both have rich historical data. Why is this the case?

B2B 130

B2B outsourcing Customer centricity Consulting 130

ShepHyken

AUGUST 31, 2023

This is where ERP and CRM integration comes into play. What is an ERP? According to the Zendesk study, 73% of customers will switch to a competitor after multiple bad customer experiences.

Journey mapping 330

Journey mapping Upselling CRM Feedback 330

Beyond Philosophy

SEPTEMBER 20, 2024

With decades of experience in customer relationship management (CRM) and Customer Experience , Hill shares valuable insights into how personalization, particularly with the help of AI, is reshaping customer interactions and driving business results. To that end, we invited our special guest, Graham Hill, Ph.D.,

Personalization 243

Personalization Customer centricity CRM Marketing 243

TeleDirect

JANUARY 30, 2025

AI-Powered CRM Integration The best inbound call centers use AI-driven CRM systems to track client interactions, manage case updates, and automate follow-ups. Technology & CRM Integration: Look for AI-driven platforms for seamless client management.

Call Center 119

Call Center outsourcing Consulting Consulting 119

TechSee

JUNE 16, 2021

Make sure the chosen visual assistance solution offers off-the-shelf integrations with the organization’s existing CRM/FSM and enables launch with single sign on to make it easier for employees to use it and to quickly access data relevant to each customer. Visual assistance adoption case study: European Telecom.

Best practices 251

Best practices Wireless Enterprise First call resolution 251

TeleDirect

JANUARY 30, 2025

Advanced Technological Integration The top call centers in the US leverage AI-powered analytics, CRM systems, and omnichannel communication to optimize customer engagement. Technology Infrastructure: Prioritize call centers that utilize AI, CRM software, and omnichannel support. Regulatory Compliance: Ensure adherence to U.S.

outsourcing 106

outsourcing Call Center CRM Technical Support 106

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. Companies that are able to meet these expectations will be able to retain more customers and increase satisfaction, which can ultimately lead to more revenue growth.

B2C 346

B2C Customer centricity Feedback Upselling 346

ShepHyken

JUNE 22, 2016

The conference was everything about CRM (customer relationship management). So, what does improv have to do with CRM and business? He shared an interesting lesson that he learned from studying and performing the art of improvisational acting. It had to do with improvisational acting.

Wireless 212

Wireless CRM Scripts Education 212

ShepHyken

MAY 17, 2019

According to a Salesforce Study, the answer is yes. Customer Relationship Management (CRM) helps businesses to strengthen relationships with customers. Gartner predicts that , by 2021, CRM will be the largest enterprise software in spending revenue.

CRM 288

CRM Personalization Engineering Enterprise 288

Beyond Philosophy

SEPTEMBER 26, 2024

Hill is an old friend I met in the early days of using customer relationship management (CRM). Hill has views on personalization and has some case studies of work he has done with other clients that he can share. Hill says this study used five or six categories in the digital marketplace over a year. What is Personalization?

CRM 221

CRM Personalization Education Marketing 221

CCNG

NOVEMBER 9, 2021

CRM has long been in the cloud. There are many incredible case studies of AI positively transforming the contact center. Ten years after we were told that Software is Eating the World, we’re now well aware that The Cloud is Eating the World. COVID sent agents to work remotely, and the current job market will keep them there.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

inSided

JUNE 27, 2022

When Ken Aponte first joined CRM software company Copper back in December 2020 as their VP of Customer Success, he noticed one thing: retention wasn’t where it needed to be. One year following the launch of the Copper Community , their community sees steady, linear growth, with retention following the same trend.

CRM 98

CRM 98

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). This aligns well with the results from this year’s study. Almost 83% of those surveyed utilize a Customer Relationship Management (CRM) software versus 46.3% And it’s bigger, badder, and packed with more thrilling drama than ever.

Metrics 98

Metrics Benchmark CRM Technology 98

ShepHyken

MARCH 29, 2019

As PWC recent study reveals , the price is what makes consumers shop at a particular retailer; the desired item being in stock, trust to the brand and a good location come next. Read Shep’s latest Forbes article: The Thinking Behind Customer Relationship Management (CRM). Artificial intelligence can help to maintain your prices right.

Customer Experience 274

Customer Experience Accountability CRM Enterprise 274

ShepHyken

AUGUST 1, 2017

Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems , about how AI technology will help companies serve their customers even better. Giveaways: Click Here to view the PDF of the Pega Study, “What Consumers Really Think About AI: A Global Study” discussed on the episode.

Education 195

Education Self service Best practices CRM 195

ShepHyken

APRIL 23, 2018

The Mechanics Of Customer Satisfaction: DMA Study Cites Obstacles And Goals by Ray Schultz . But they are hampered by problems ranging from lack of data to siloization, according to “Elevating the Customer Experience,” a study by Winterberry Group presented by the Data & Marketing Association and sponsored by Pitney Bowes.

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

ShepHyken

SEPTEMBER 15, 2024

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine (CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.

Customer Service 213

Customer Service Airlines Self service CRM 213

CSM Magazine

MARCH 28, 2025

Solana will bring this lie, however, with sophisticated enterprise software solutions that undergo blockchain integration, such as customer relationship management (CRM) tools claiming automation-enabled refund processes and Solana-based smart contracts for Fortune warranty claims.

Customer Service 52

Customer Service Education CRM Healthcare 52

TeleDirect

MARCH 13, 2025

Develop a Comprehensive Training Program A structured training program should cover: Company policies and procedures Product and service knowledge Customer service skills (active listening, empathy, and problem-solving) Technical training (CRM systems, call routing, and software tools) 2. Q3: How can we make training sessions more engaging?

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

ShepHyken

JUNE 4, 2018

CustomerThink) Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s expectations. My Comment: With the recent racial bias Starbucks incident, this is a very appropriate article to not just read, but study and use.

Customer Service 192

Customer Service Airlines CRM Employee engagement 192

TeleDirect

MARCH 9, 2025

Studies show that 60% of customers will abandon a brand after multiple bad experiences. Use CRM integrations to access customer history instantly. Why Reducing Wait Times is Critical for Customer Satisfaction 1. Customer Retention and Loyalty Long wait times frustrate customers, making them more likely to switch to competitors.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Wowdesk Blog

FEBRUARY 4, 2025

Key Benefits: Faster Response Times Studies show that businesses using automation reduce response times by 50%, improving customer satisfaction. Customer Retention A Harvard Business Review study found that companies with excellent support increase retention rates by 5%, leading to higher profits.

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52

CX Global Media

AUGUST 1, 2019

Recently one of our BPO customers did a case study. They did a case study and they looked at the performance and sort of their agent productivity, with the amplifAI platform and without. Ken Goldberg : Our customers will typically have many different systems from CRM to ACD to WFO systems and Quality Monitoring all that.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

ChurnZero

MARCH 24, 2025

ChurnZeros latest Customer Success Leadership Study found that technology adoption shifts depending on company size by revenue. Nearly 70% of CS teams at larger companies ($500 million or greater) have adopted CSPs, while teams at smaller companies tend to lean on support and CRM software.

Technology 52

Technology CRM Engineering Finance 52

ShepHyken

NOVEMBER 13, 2017

CRM Buyer) Getting customers — and keeping them — is the name of the game in e-commerce. Whether you have an onsite or online retail business, you should read and study this article that includes five innovative ways that you can improve customer loyalty. 5 Innovative Ways to Inspire Customer Loyalty by Vivian Wagner .

Customer Service 37

Customer Service Chatbots Customer centricity Benchmark 37

ShepHyken

AUGUST 1, 2017

Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems , about how AI technology will help companies serve their customers even better. Giveaways: Click Here to view the PDF of the Pega Study, “What Consumers Really Think About AI: A Global Study” discussed on the episode.

Education 31

Education Self service Best practices CRM 31

ShepHyken

AUGUST 23, 2021

The Drum) A study found that customers with high emotional engagement spend two times more on brands they are loyal to than those without an emotional connection. Bluleadz) At the end of the day, you can invest all you want in fancy customer relationship management (CRM) tools and omnichannel communications.

Customer Service 48

Customer Service CRM Marketing Customer Experience 48

ShepHyken

MAY 7, 2018

The author uses Overstock.com as the case study, and get this. CRM Magazine) Branded communities can capitalize on this emerging picture: Potential customers would much rather hear from their peers than they would from you. Everything from the traditional phone, to live chat, email, etc. Why are customers embracing texting?

Customer Service 198

Customer Service CRM Customer Experience Marketing 198

TeleDirect

DECEMBER 22, 2024

Our advanced tools , such as Automatic Call Distributors (ACD) and Customer Relationship Management (CRM) systems, ensure efficient call handling and data management. Case Study 2: Reducing Costs for a Healthcare Provider A small healthcare provider outsourced its appointment scheduling and patient support to Teledirect.

outsourcing 62

outsourcing Call Center Healthcare Best practices 62

CCNG

NOVEMBER 9, 2022

Moreover, studies show they also have higher self-esteem, are more empathic to others, [and are] more trusting and cooperative"—all essential attributes of a stable and productive workforce. A UnitedHealth Group study found that U.S. Our well-being depends on the quality of our connections with others.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

TeleDirect

JANUARY 23, 2025

CRM Integration Customer Relationship Management (CRM) systems provide centralized platforms for: Storing patient information. Advanced Technologies: Look for integration with CRM systems, AI analytics, and omnichannel platforms. Reputation and Reviews: Read testimonials and case studies to evaluate the call centers performance.

call center solutions 62

call center solutions Call Center Healthcare Transportation 62

Balto

JANUARY 28, 2025

The right AI partner ties everything back to business impact : Faster handle times Higher conversion rates Reduced onboarding time Improved compliance If a vendor cant provide clear benchmarks or case studies showing how they drive these metrics, walk away. What to ask your vendor: What KPIs have you improved for similar companies?

CRM 52

CRM Benchmark Feedback Metrics 52

ProProfs Blog

OCTOBER 12, 2018

According to a study by Bureau of Labor Statistics , only 4% startups make it to the second year, 3% to the third year; 9% crawl upto fourth year and only 3% cross their wooden year (fifth anniversary). According to a study by The Wall Street Journal , 75% of venture-backed startups fail. Integration with CRM software.

Enterprise 141

Enterprise CRM Customer Support Marketing 141

TeleDirect

DECEMBER 20, 2024

Teledirect Advantage: Teledirect utilizes state-of-the-art tools, including Automatic Call Distributors (ACD) and Customer Relationship Management (CRM) systems. Look for testimonials, case studies, or industry recognition. These technologies enable us to provide fast, efficient, and personalized service.

Call Center 62

Call Center Outbound sales industry standards Analytics 62

VirtualPBX

OCTOBER 30, 2024

In this featured Contact Center case study, we delve into how our platform helped the Center transform its operations, streamline call handling, and improve patient support for their peer-counseling hotline, The HOPELINE. This approach provides a fully customized contact center setup tailored to your unique needs.

Contact Center 52

Contact Center contact center solutions Call flow CRM 52

24-7 InTouch

MARCH 27, 2024

The brand needed our help handling erroneous deliveries for missed items, delays, and other issues, as the complexity of their CRM system hindered agents from swiftly applying accurate solutions. The post Case Study: Generative AI: Advancing Agent Experiences in the Gig Economy appeared first on IntouchCX.

Coaching 59

Coaching CRM Technology Customer Experience 59

TeleDirect

DECEMBER 23, 2024

Enhanced Personalization: With access to advanced Customer Relationship Management (CRM) tools, outsourced call centers can deliver personalized experiences that foster customer loyalty. Technology and Tools: Ensure the provider uses advanced technology , such as CRM systems and analytics tools, to enhance efficiency and personalization.

outsourcing 62

outsourcing Call Center CRM Technical Support 62