TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

2023 207

2023 Contact Center Leadership Hospitality 207

Think Customers

JUNE 29, 2022

This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022 , which revealed that CX quality dropped for nearly 20% of brands, the highest proportion of brands to fall in one year since the survey began. Virtual employees go the distance to cultivate culture. Values are what we say we do.

Culture 59

Culture Roadmap Consumers Events 59

West Monroe

JANUARY 25, 2022

Entering 2022, 87% of manufacturers remain optimistic. The ongoing adoption and implementation of digital technologies should aid the transformation of production and reshape businesses, creating greater efficiency and better relationships between producers, suppliers, and customers. The big question for 2022?

2022 52

2022 E Commerce Competitive Advantage Leadership 52

TechSee

AUGUST 14, 2023

If you missed the 2022 list, you can check it out here. Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more. Their knowledge and impact is constantly reshaping the service industry.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Lithium

AUGUST 11, 2021

The annual South by Southwest (SXSW) Conference & Festivals features a variety of tracks that focus on the most important breakthroughs in technology, film, culture, and music. Today, the public has the opportunity to vote for the panels they’d like to learn and hear about in the 2022 event programming. How do I vote?

2022 52

2022 E Commerce Social Media E-support 52

West Monroe

MARCH 27, 2023

Twitter icon Created with Lunacy Q&A Thinking about your passion for mentoring the next generation, how have companies been able to successfully create a culture that innovates? I consider this new kind of culture “Culture 2.0.” I think of five things when I think of “Culture 2.0:”

2023 94

2023 2022 Social Media Culture 94

Magellan Solutions

MAY 20, 2024

billion in the year 2022. Concentrix Concentrix is among the global leaders in Customer Experience Services, providing fully integrated solutions with advanced technologies to deliver improved results for outbound call centers. Employing the latest technology in delivering services. Tailored solutions to all kinds of industries.

Call Center 52

Call Center 2024 Innovation E-support 52

BlueOcean

DECEMBER 13, 2022

Gas, grocery, fashion, technology… and probably more. According to Bond Brand Loyalty’s 2022 Loyalty Report , a new variable has entered the game that changes how customers view loyalty—that the “brand is loyal to me.” Prime rewards are applicable across each sub-brand, creating a highly connected loyalty program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

SurveySparrow

DECEMBER 27, 2021

It has changed the CHRO’s priorities and forced them to adapt to a remote working structure, including making technological and operational changes overnight. Improving operational excellence is going to be a critical measurement of success in 2022 as well. Making mental health a priority. HR Digital Transformation. Better rewards.

2022 52

2022 Government Leadership Measurement 52

West Monroe

JANUARY 23, 2022

An increasingly connected energy-and-utilities ecosystem. More devices connected to the electric grid—and more data being collected—significantly increases exposure to cybersecurity threats. That said, these challenges and trends provide opportunities for utilities to build a more connected and resilient energy ecosystem.

2022 40

2022 Transportation Telecommunications Wireless 40

ShepHyken

AUGUST 6, 2023

The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor (CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. in 2022 and 5.4% Connect with Shep on LinkedIn.

Article 62

Article 2023 Customer Service Magazine 62

Playvox

APRIL 4, 2023

In 2022, the average agent turnover rate at all contact centers was 24% and climbed as high as 30% for large customer service centers. A 2022 report by Mental Health America showed that in some organizations, as few as 3% of employees felt the business worked to train managers to be supportive of mental health concerns.

Contact Center 78

Contact Center Average Handle Time Feedback 2026 78

Playvox

MARCH 21, 2022

Indeed Hiring Lab’s Nick Bunker shared on Twitter that the number of retirees returning to the workforce was on the rise going into 2022, a phenomenon he’s named “ unretirement.”. The bulk of these retirees returning to the workforce fall into the Baby Boomer generation (ages 58-76 in 2022). ENJOYING THIS ARTICLE?

Contact Center 82

Contact Center 2022 2020 Article 82

West Monroe

OCTOBER 11, 2022

But if you just read the tea leaves, the world is going toward handheld devices, laptops, and connectivity to make it an easier experience. What are some technologies that you've implemented to deliver? Are there some other technologies that have been critical to your success? 20:54 – Which technologies is Taco Bell using?

E Commerce 52

E Commerce 2022 2021 2020 52

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. A shift to hybrid working has also forced brands, who hadn’t done so already, to digitally transform, increasing the speed of technology adoption. Arguably, in 2021 the industry experienced a seismic shift.

Customer Service 98

Customer Service 2016 2022 Brands 98

West Monroe

JUNE 13, 2022

This article was originally featured in the June/July 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. Manufacturers need to think beyond the challenges of 2022 and invest in the workforce of 2030. All Rights Reserved.

2030 90

2030 2022 Government Culture 90

SurveyGizmo

FEBRUARY 24, 2022

It is great to see our customers, like Amdocs, using the Alchemer platform as the foundation for such an innovative Voice of the Customer solution, truly creating a culture where action is continuously taken based on feedback and insights.”. Register to attend this informative webinar on March 24, 2022 at 11am ET. About Alchemer.

Webinar 52

Webinar 2022 2021 Innovation 52

Beyond Philosophy

JANUARY 19, 2022

Coke has been doing some exciting things with immersive technologies, including VR and augmented reality (AR), which Dobrev explains to us all. . Dobrev describes augmented and virtual realities as technologies that supplement what’s real or plunge you into a virtual environment. A good example would be the Pokémon Go game.

Entertainment 88

Entertainment Books Technology Interaction 88

Playvox

APRIL 25, 2023

A 2022 ICMI study revealed that 34% of contact centers cited training a remote workforce as their biggest challenge. ICMI shared that the top skills contact center focused on in agent training were learning the technologies used to provide service, customer service techniques, and the role of an agent. Step one is to make a plan.

Contact Center 79

Contact Center Measurement Feedback 2022 79

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Before connecting those dots, it’s important to note the strong foundation provided in Chapters 1 and 2.

Books 52

Books Customer Centricity Advertising Culture 52

CSM Magazine

DECEMBER 23, 2023

Employee engagement and workplace well-being are, of course, intrinsically connected, with engaged and happy staff found to work around 12% harder than their unhappy counterparts, ultimately contributing to businesses with happier employees outperforming their direct competitors by as much as 20%.

Measurement 52

Measurement 2022 Engagement Culture 52

CSM Magazine

DECEMBER 15, 2022

Among the bright spots of 2022, we saw organizations and their support centers continue to prioritize the customer experience by implementing new technologies and support channels and navigating challenges, including excelling in the new hybrid work. We recommend companies implement technology and automation in their support centers.

Contact Center 52

Contact Center 2023 Loyalty Social Media 52

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. airline in 2022 by the Wall Street Journal , which scores airlines on seven operations and customer metrics. “We

Healthcare 52

Healthcare Airlines 2022 Transportation 52

Quadient

JANUARY 21, 2022

Fri, 01/21/2022 - 14:44. As digital communications continue to grow in popularity, the entire insurance industry is re-examining how they personally connect with customers. This ‘connection’ customers feel increases loyalty and keep them coming back to a trusted relationship. . Andrea Haughton. Andi Dominguez.

Insurance 52

Insurance Customer Experience Customer Journey Mapping Touchpoint 52

Kustomer

NOVEMBER 16, 2021

While the use of AI might seem like the antithesis of human connection, the opposite is actually true. This technology creates an immersive experience enabling a brand, customer service agent, and consumer to feel empowered through personalized connection. The Methodology of the Hybrid Customer Service Model.

Customer Service 59

Customer Service E Commerce E-support Touchpoint 59

Quadient

JANUARY 21, 2022

Fri, 01/21/2022 - 14:44. As digital communications continue to grow in popularity, the entire insurance industry is re-examining how they personally connect with customers. This ‘connection’ customers feel increases loyalty and keep them coming back to a trusted relationship. . Andrea Haughton.

Insurance 52

Insurance Customer Experience Customer Journey Mapping Customer Centricity 52

Playvox

DECEMBER 21, 2022

Those concerns might be why almost half of the contact center leaders in our 2022 remote work research study told us that they’re bringing agents back to the office this year. Connection through tools like Slack. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022.

Contact Center 52

Contact Center Omnichannel 2022 Social Media 52

Integrity Solutions

JULY 28, 2022

The State of Contact Center Conversation Intelligence 2022 report by Observe.AI Even as technology becomes more integral and upfront in the equation, people still crave that people-to-people experience. And all the various forms of technology are making it more difficult, not easier, to connect the dots. The Observe.AI

Contact Center 52

Contact Center Metrics Customer Satisfaction Call Center 52

Playvox

FEBRUARY 20, 2024

This could be from home, a co-working space, or any other location with an internet connection. Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option.

Management 88

Management Contact Center Communication Feedback 88

CSM Magazine

NOVEMBER 3, 2022

Without the stress, cost, and time to commute, agents are better placed to focus on delivering exceptional customer experiences supported by today’s connectivity-boosting cloud-based solutions. Build a culture of brand guardianship – to help agents achieve your revenue-generating customer experience (CX) objectives.

Loyalty 52

Loyalty Brands E-support Consumers 52

Optimove

JULY 19, 2022

Savvy hoteliers are on standby, ready to elevate and optimize the guest experience, cultivating valuable, long-term connections, and boosting the bottom line – and doing a substantial chunk of it through, you guessed it, their mobile app! billion in 2021 to a whopping $4.5 billion this year. We love our hotel apps. They want it?

Hotels 52

Hotels Marketing Guest Experience Travel 52

Circular Edge

MAY 2, 2022

Blog Credit: Ian McCue, April 26, 2022 ( 10 Ways to Excel in the Evolving Role of the CFO | NetSuite). These CFOs also play an increasingly important role in defining company culture and setting an example for employees. In short: Three experienced finance chiefs at fast-growing companies talk about excelling in this redefined role.

2014 52

2014 Culture Healthcare Apparel 52

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. She has led several high-tech companies to build a customer-centric business culture. Ashna Patel.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

CSM Magazine

JUNE 10, 2021

A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”. On top of this, those common issues like low budgets, IT issues and the need for new technology will fade away.

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

SmartKarrot

JANUARY 21, 2022

We try to inculcate this attitude in our company culture by ensuring that our CS executives, the face of the company, provide excellent customer service. Speaking of this, let me take this opportunity to share with you some of the amazing customer service tips that will come in handy when you set out your wings in 2022. So, here we go.

2022 10

2022 Customer Service Multi-Channel Competitive Advantage 10

SmartKarrot

MARCH 10, 2022

Secure and speedy connections, workplace information access, and data security are some aspects that CIOs need to deal with in today’s remote work culture. For 57% of CIOs, improving customer experience is a priority while 81% of the CIO respondents admitted to implementing new technology for customer interactions.

2022 11

2022 Customer Experience Net Promoter Score B2B 11

Clarivate

MAY 18, 2023

Marko Damjanovic, Head of Corporate Sustainability at Clarivate, reviews our 2022 ESG milestones and highlights our 2023 goals for advancing our strategic commitments to the United Nations SDGs – all by accelerating our actions and by helping our customers achieve their goals.

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2022 2023 2024 Innovation 98