Contact Center Pipeline

NOVEMBER 5, 2019

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m excited to see our evolution and our plans for 2020. Please take a few minutes and share your insights. Special shout-out to Colleen Bolton and her team at DraftKings Inc. They […].

Contact Center 113

Contact Center Surveys Call Center 113

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

JULY 15, 2024

Magazine) Customer obsession is heralded as a virtue in business. Conducted by Gartner, the findings are based on a survey of almost 6,000 customers across four continents. You’ll see many of the same companies at the top of both lists. This article takes this topic and gives us a few new ideas to think about.

Customer Service 209

Customer Service Surveys Accountability Customer Experience 209

Beyond Philosophy

MAY 24, 2016

A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions. 61% of IT buyers say that informal colleague communication is the most important factor in their purchasing decisions (B to B Magazine). –

B2B 236

B2B Government B2C Consulting 236

ShepHyken

AUGUST 6, 2023

25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people. My Comment: I didn’t know Apple had a magazine. (I as of 2023 and minimum federal wage of $7.25 in 2022 and 5.4%

Customer Service 156

Customer Service B2C Customer retention Government 156

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

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

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

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

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

ShepHyken

APRIL 10, 2023

Yet, according to a recent PwC survey, there is a discrepancy between what companies and customers believe customer loyalty to be. The 10 Pillars of EX (Employee Experience) by Call Centre Helper Magazine (Call Centre Helper Magazine) Engaged, happy employees are less likely to leave, can be your best advocates, and more.

Customer Service 31

Customer Service Agent burnout Chatbots Engineering 31

ShepHyken

FEBRUARY 7, 2022

The survey question by itself is not enough. Foundr Magazine) You will never be able to please all of the people at the same time. My Comment: NPS (Net Promotor Score) is one of my favorite metrics. This article is by an expert who consults in the NPS world. How to Deal With Angry Customers by Grant Olsen.

Customer Service 38

Customer Service Contact Center Consulting Consulting 38

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

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

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

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

Call Center Weekly

DECEMBER 13, 2017

Depending on what survey you read, you may be led to believe GenY is the job-hopping generation and they don't like following the rules and regulations. She has written for or been covered by the Huffington Post, Forbes, and Newsweek magazine. What should leadership do to attract and retain millennials? That's a great question!

Coaching 149

Coaching Employee engagement Education Surveys 149

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

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 106

Contact Center Technology CRM industry standards 106

WiserOwl Blog

JUNE 6, 2023

The June 2023 issue of Contact Center Pipeline Magazine features the article “The Rising Importance of Contact Centers” penned by WiserOwl’s Robert Bradshaw. About WiserOwl: WiserOwl exposes […] The post Contact Center Pipeline Magazine: The Rising Importance of Contact Centers appeared first on WiserOwl.

Contact Center 52

Contact Center Surveys Customer Experience 52

ShepHyken

NOVEMBER 7, 2022

An Economist magazine analysis of Volkswagen, Wells Fargo, and six other corporations calculated that a company loses 30% of its value when it loses trust, at least in the short term. Surveying the New Landscape of Customer Loyalty in the Wake of the Pandemic by Fastco Works. I’ll add a fifth, and that’s customer experience.

Customer Service 40

Customer Service B2B Customer Experience Marketing 40

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 Service 176

Customer Service Customer retention SaaS Best practices 176

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

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

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

CSM Magazine

JANUARY 9, 2025

The entertainment industry has long since moved beyond traditional formats, opening up new opportunities for those who appreciate comfort and variety. From classic card games to modern machines with spectacular graphics and unique mechanics, there is something for everyone.

Entertainment 52

Entertainment Surveys Banking Accountability 52

TechSee

OCTOBER 23, 2018

According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots. Over the last few years, the industry has turned toward conversational AI platforms – known as chatbots – to automate and scale one-on-one conversations.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

ProProfs Blog

JULY 30, 2021

Consider these crucial statistics: Accenture survey shows that 66% of customers value transparency as one of the most attractive qualities in a brand. According to a PWC survey , 63% of customers look forward to a good customer experience before making a purchasing decision. Read more: How to Use Surveys for Content Marketing?

Surveys 167

Surveys Marketing Feedback Analytics 167

GetFeedback

NOVEMBER 20, 2019

There are a lot of great ways to collect customer feedback, including email and website surveys. But one sometimes overlooked method of collecting feedback is by meeting your customers where they are— distributing surveys through social media. . Post a link to a survey on social sites and blogs. And of those 2.82

Feedback 113

Feedback Chatbots Surveys Customer centricity 113

SharpenCX

JULY 21, 2021

Forbes magazine ranked Marriott number 18 out of 100 in its list of “The World’s Most Innovative Companies.” Through direct feedback in surveys, Marriott learns from their customers. And with employee surveys , Marriott can measure their employee engagement to see how it impacts business.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

CSM Magazine

DECEMBER 19, 2024

For example, in a large survey of retailers across the U.S., 67% of retail employees and customers in a survey of 800 admitted to sweethearting within the last two months. UK, Norway, and Sweden, video surveillance came out on top as the most effective way to prevent theft.

Surveys 98

Surveys Technology Personalization 98

CSM Magazine

FEBRUARY 6, 2025

Month 1-2 Identify common post-purchase pain points through customer surveys and support ticket analysis. Month 6 Measure results via CSAT and NPS surveys. Train staff on empathic communication and issue escalation. Month 3-5 Introduce a self-service returns portal to reduce customer wait times.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

TechSee

JUNE 4, 2019

Contact Center Pipeline , the magazine for contact center professionals, reports that the number one challenge for contact centers in 2019 is the lack of suitable desktop tools, especially for CRM and collaboration.

Call Center 117

Call Center Technology Gamification Coaching 117

CSM Magazine

JANUARY 3, 2025

Customer Feedback and Surveys Want to know how well your team connects with customers? Start by designing survey questions that target emotional interactions. Generic satisfaction surveys dont cut it hereyoull need to dig a little deeper.

Customer Support 52

Customer Support Surveys Feedback Metrics 52

ProProfs Blog

DECEMBER 27, 2018

Chatbots magazine claims that these conversational solutions reduce costs by up to 30 percent. A survey on Glassdoor estimates the hourly rate of live chat agents to be at around $7-$15, while agents with field specialization have been found to charge 20% to 50% more than that.

Chatbots 140

Chatbots Customer retention Customer Support Scripts 140

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