CSM Magazine

AUGUST 22, 2024

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating.

Surveys 52

Surveys Airlines Customer Service Transportation 52

Contact Center Pipeline

JANUARY 4, 2019

We reveal the survey results from the recent “Contact Center Challenges & Priorities” survey, as well as the key findings from the “North American Study […]. I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for Free!). What a fabulous January issue!

Contact Center 100

Contact Center Surveys Call Center 100

Contact Center Pipeline

OCTOBER 2, 2018

All the surveys tell us how important quality service is across contact channels. I haven’t seen a survey yet where customers say that service isn’t important. These surveys certainly give us cause for pause… to review […].

Contact Center 100

Contact Center Surveys Call Center 100

CSM Magazine

SEPTEMBER 30, 2024

A new survey released today has found that a key barrier to the adoption of Artificial Intelligence (AI) in the customer service sector lies in security concerns, with ad-hoc unregulated AI usage on the rise across enterprises. For more information on the survey, please visit the CommBox Website.

Surveys 52

Surveys Customer Service B2C Enterprise 52

ShepHyken

MAY 26, 2024

And even if you don’t use NPS, some of these ideas cross over into other survey questions you might use to evaluate your company’s customer experience. How to Make Customer Service Your Company’s Superpower by Jaquie Scammell (The CEO Magazine) Customer service no longer sparks the same enthusiasm it once used to.

Customer Service 201

Customer Service B2B Marketing Metrics 201

Monet Software

OCTOBER 15, 2018

For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry. Not surprisingly, 50% of contact centers surveyed invested in new technology because what they were using had become outdated. Why Upgrade?

Contact Center 59

Contact Center Surveys CRM Quality management 59

CSM Magazine

MAY 9, 2024

Sprinklr, a Unified-CXM platform, has launched Sprinklr Surveys, entering the Customer Feedback Management (CFM) market with AI-powered survey capabilities. The new offering integrates solicited survey feedback with unsolicited feedback sources to provide actionable insights for enterprise clients.

Surveys 52

Surveys Feedback Enterprise Marketing 52

Beyond Philosophy

JUNE 2, 2022

Ideally, you ask through a survey. First, the good news; it’s easier to design a survey than you might think at first. While there are things that can go wrong, and experience does improve your surveys, writing surveys does not require a lot of special training. Ask the customer directly. Why would you do this?

Surveys 221

Surveys Consulting Consulting Accountability 221

Contact Center Pipeline

JANUARY 4, 2018

Please be sure to check out the results from our Contact Center Challenges & Priorities for 2018 survey. I wish you the very best of health and contentment in 2018! May you and your loved ones be blessed. You’ll also find articles around trends for remote work programs and customer […].

Contact Center 0

Contact Center Surveys Call Center 0

ShepHyken

MARCH 21, 2022

59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. The Five Cs of Customer Service by Call Centre Helper Magazine. Call Centre Helper Magazine) If you are looking for contented customers, then there are five key areas that you need to address.

Customer Service 176

Customer Service Customer retention Self service Engineering 176

VirtualPBX

JUNE 19, 2024

Just 60 days following the launch of our new contact center product, VirtualPBX Contact Center has been selected by Customer magazine as a Contact Center Technology Award recipient for 2024. As always, VirtualPBX appreciates the high industry standard set forth by media voices like Customer Magazine. ” — Rich Tehrani, CEO, TMC.

Contact Center 59

Contact Center Technology CRM industry standards 59

Contact Center Pipeline

JANUARY 4, 2017

You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact. Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017.

Contact Center 100

Contact Center Surveys Analytics Call Center 100

Contact Center Pipeline

NOVEMBER 2, 2016

This past January, we reported the results of a survey we conducted to shed light on our expected challenges and priorities for 2016. We want to know what a difference a year makes, so we just opened a survey so that we can take a peek at 2017 and see what we’re challenged by and […].

Contact Center 100

Contact Center Surveys Call Center 100

Beyond Philosophy

NOVEMBER 20, 2021

07:50 Colin shares a story about choosing travel insurance and how a magazine provided an easier metric to choose one from the many available options. 07:50 Colin shares a story about choosing travel insurance and how a magazine provided an easier metric to choose one from the many available options. Complete this short survey.

Consulting 195

Consulting Consulting Metrics Surveys 195

Contact Center Pipeline

JUNE 2, 2017

I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. I attended the ICMI Conference and Expo in Orlando, Fla., It was a great event. I had a great demo from Gladly. If you haven’t seen their product, you really need to check it out. It is one […].

Contact Center 100

Contact Center outsourcing Chatbots Surveys 100

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Magazine) Customer retention is a crucial aspect of any successful business. they’re everywhere.

Customer retention 176

Customer retention Customer Service SaaS Best practices 176

Netomi

AUGUST 18, 2023

By 2027, it is projected to reach close to $455 million – Gartner Adoption and Usage of AI and Chatbots by Businesses The adoption of AI for digital marketing among marketers worldwide increased from 29% in 2018 to 84% in 2020 – Statista Nearly 80% of customer-facing virtual assistants used by tech workers worldwide are utilized for customer (..)

Chatbots 52

Chatbots Banking Real estate Surveys 52

ShepHyken

JUNE 14, 2021

Our recent study/survey confirmed that to customers, this is “very important” or “important” to their decision to come back to a business. (AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. Forget Brand Loyalty.

Customer Service 253

Customer Service Customer retention Personalization Surveys 253

ShepHyken

DECEMBER 3, 2023

Magazine) The EX/CX Evangelist would develop and manage an integrated plan to ensure employees are encouraged and empowered to execute a first-class mindset, resulting in extraordinary customer experiences. Survey participants were asked to rate brands on four aspects of customer service: people, speed, services and resolution.

Customer Service 161

Customer Service Personalization Surveys Chatbots 161

ShepHyken

APRIL 25, 2022

Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. Apparently, 60% of the consumers surveyed would rather sit in a traffic jam than have a poor customer experience. Magazine) What makes a brand essential?

Customer Service 166

Customer Service B2B Surveys Best practices 166

ShepHyken

FEBRUARY 18, 2022

Consumers may offer rapid feedback by emailing or posting surveys on your website. He has a diverse background in visual arts, teaching, and publishing, which has earned him recognition from national and international publications such as Lonely Planets Magazine India, Outlook Traveller, Broad Magazine, and Travel+ Leisure India.

SaaS 185

SaaS Customer Experience B2B Feedback 185

CSM Magazine

SEPTEMBER 30, 2021

The quality of your survey is determined by the results given. A survey will deepen your relationships with your customers, so let them express their actual experiences. When designing your survey, make sure to stay away from questions that look similar. Test your survey. Keep it neutral. Different questions.

Surveys 52

Surveys Feedback Customer Support 52

ShepHyken

NOVEMBER 22, 2021

Magazine) Organic baby food company Little Spoon unlocked a competitive advantage when a conversation about baby food turned into something bigger. So, we surveyed 1,000+ US consumers to learn what they thought. The Secret to a Superb Customer Service Team? Hiring Actual Customers by Gabrielle Bienasz.

Customer Service 229

Customer Service Customer Experience Surveys Management 229

ShepHyken

DECEMBER 27, 2021

Magazine) “Embrace customer complaints” is probably a cringe-worthy idea to some of you. The author focuses on data and survey results, which are great for finding out how happy (or not) your customer is. This article makes the case that winning your customers back is also less expensive. Embrace them!

Customer Service 193

Customer Service Coaching Marketing Call Center 193

ShepHyken

MAY 2, 2022

NPS (and any other survey, such as CSAT) is a history lesson. Magazine) If you’re looking to take your strategy to the next level, these content types can be your secret weapon. My Comment: It’s nice to get a good NPS (Net Promotor Score). It validates that you’ve done well for your customers. It rates past performance.

Customer Service 185

Customer Service Customer centricity Customer Experience Customer Care 185

CSM Magazine

JULY 13, 2022

Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide. About the Survey.

Contact Center 59

Contact Center Surveys Healthcare Abandon Call 59

Virtual Live Labs

SEPTEMBER 30, 2020

Include a once-a-week survey or utilize a discussion board for comments on the “pilot program.” Now you have the attention of the entire employee base. The third step is to let the employees cultivate a few of those ideas and utilize a pilot program to see how the employees as a whole like them. Don’t underestimate your employees.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Include a once-a-week survey or utilize a discussion board for comments on the “pilot program.” Now you have the attention of the entire employee base. The third step is to let the employees cultivate a few of those ideas and utilize a pilot program to see how the employees as a whole like them. Don’t underestimate your employees.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

CSM Magazine

SEPTEMBER 26, 2022

A survey of over 2,000 working age adults has revealed that the perceived standard of UK customer service is slipping in the wake of record inflation. Our survey is clear what UK consumers value the most: well trained, knowledgeable and happy staff. continues Jane.

Surveys 52

Surveys Finance Chatbots Customer Service 52

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. ” – David Wentworth, Employee Experience and the Future of Work , Training Magazine; Twitter: @trainingmagus. .” – Tarika.A,

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

CSM Magazine

NOVEMBER 30, 2022

A survey of more than 2,200 people across the United Kingdom and United States has found that Digital Wallet payments, such as Apple Pay, Google Pay or PayPal, is increasing in popularity in both the UK and US, with at least 7 in 10 using the method regularly to pay for online purchases.

Surveys 52

Surveys Banking Education Best practices 52

CSM Magazine

MAY 27, 2024

Use surveys , interviews, and customer feedback to gather insights. About the Author Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals. Who are they? What are their pain points? What do they value most in customer service?

Customer Service 59

Customer Service Multi-channel support Metrics Accountability 59

CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. So, it begs the question: Do traditional surveys have a place in a modern world dominated by social media?

Surveys 59

Surveys Chief Customer Officer Feedback Customer emotions 59

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. The survey found however that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an enquiry about a product, prior to purchase.

Surveys 52

Surveys Customer Service Self service Chatbots 52

CSM Magazine

FEBRUARY 29, 2024

The feature – which was the cover story in the UK-based publication’s weekend magazine edition – was focused on the latest Customer Satisfaction Index (UKCSI) from the Institute of Customer Service – which painted a bleak picture for UK businesses. Across the board, consumer happiness was shown to have declined year-over-year. for services.

Journey mapping 52

Journey mapping Banking Self service Customer advocacy 52

CSM Magazine

JULY 14, 2022

However, according to a survey conducted by StaffCircle , some job seekers still lie on their resumes to make their way into a company. The survey comprised 1,500 employees across the UK being asked a variety of questions to determine the lengths people would go to get their desired job that matches their aims and ambition.

Surveys 59

Surveys Management Customer Service 59

delighted

MAY 31, 2019

You’ve decided to send surveys to your customers and clients, gain feedback, and use those insights to improve your business. But knowing what you want feedback on is only part of the battle — survey success also depends on choosing the right type of customer survey questions to get you the insights you need. 3: Neutral.

Surveys 47

Surveys Feedback Advertising Best practices 47