CSM Magazine

AUGUST 15, 2022

Simulation training is one of the fastest-growing training approaches for customer service agents. The new approach helps prepare customer service agents to deliver superior customer experiences before live customer interactions confidently. Benefits of Simulation Training.

Customer Service 93

Customer Service Contact Center 2022 ROI 93

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

2023 207

2023 Contact Center Leadership Hospitality 207

Experience Investigators by 360Connext

FEBRUARY 1, 2022

This manifests as not getting the resources, people, technology and tools they need to help actually deliver better experiences. Without buy-in , CX leaders are less likely have collaboration with other departments in the organization, which was confirmed in GetFeedback’s State of CX Report for 2022.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service.

2023 85

2023 Customer Service Healthcare Return on Investment 85

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. Intelligent self-service. Employee experience powers the customer experience.

Customer Service 66

Customer Service Contact Center 2025 Competitive Advantage 66

CSM Magazine

DECEMBER 6, 2021

You can’t physically fulfill a backorder for a customer who’s been waiting days, weeks or even months for a product to show up at the door. But, there’s a lot we can say as customer service professionals to lessen frustrations and even enhance a buyer’s loyalty. Tip #5: Take Advantage of Technology.

E Commerce 97

E Commerce 2021 E-support Contact Center 97

eGain Blogs

JULY 27, 2022

“Knowledge Management (KM) is the #1 technology for enhancing the three main customer service perspectives of operational performance, customer experience, and employee experience.” – Gartner, September 2021. 63% of agents said customer queries are getting more complex. GET REPORT OF FINDINGS.

Net Promoter Score 52

Net Promoter Score Contact Center Insurance Government 52

BlueOcean

DECEMBER 13, 2022

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.” Customers now expect reciprocity in the loyalty relationship. Customer Service Is the Cherry on Top. But it’s more than that. But it doesn’t end there.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Lumoa

APRIL 28, 2024

Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. Companies use surveys, NPS, CSat, and reviews to gauge customer sentiment but often base improvements on intuition.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Lumoa

NOVEMBER 17, 2022

Customer Experience in E-commerce Trend Predictions for 2023. Providing exceptional customer service on an e-commerce platform is essential for maintaining a solid customer base. The Microsoft Global Service Report shows that 54% of respondents have higher expectations for customer service than the previous year.

E Commerce 83

E Commerce 2023 E-support Customer Experience 83

ShepHyken

DECEMBER 23, 2022

UC vendors and channel partners will need to fully embrace CLM as organizations seek guidance on the right communications solution that delivers long-term value for both the customer and employee experience. In the contact center, Generative AI can produce content for agent coaching.

2023 70

2023 Communication Contact Center Return on Investment 70

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?

Contact Center 52

Contact Center Omnichannel 2022 Competitive Advantage 52

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Omnichannel Metrics Feedback 52

SurveySensum

JANUARY 26, 2022

Top customer experience trends in 2022. A boost in multi-channel service. Optimizing customer experience for mobile devices. Meeting customer expectations. Alteration in the operation of the contact center. Data-driven insights based on employee experience. Conclusion.

2022 59

2022 Customer Experience Contact Center Multi-Channel 59

Think Customers

DECEMBER 13, 2021

Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Are we keeping our CX vows to customers and employees? Where are existing tools letting your customer service agents down?

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Thematic

SEPTEMBER 13, 2022

The best text analytics software platforms for 2022 #1 Thematic Thematic - that’s us! - is a text analytics platform built specifically to make sense of customer feedback. XM Discover uncovers why customers reach out, how they feel, and what they plan to do next. What data sources are supported?

2022 71

2022 Document Social Media Feedback 71

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape.

Omnichannel 55

Omnichannel Contact Center Multi-Channel Call Center 55

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Call center efficiency metrics are the collection of data used to measure and gauge the effectiveness and efficiency of call centers and contact center agents.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

CSM Magazine

APRIL 25, 2022

Creating a great customer experience starts with understanding and improving the employee experience. The Great Resignation has launched employee experience into the spotlight: a record 4.5 Employees now desire more flexibility in their lives. What has the customer called about in the past?

Contact Center 52

Contact Center 2021 Employee Experience 2022 52

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. Is parking a nightmare?

Engagement 52

Engagement Contact Center 2022 Customer Centricity 52

Lithium

SEPTEMBER 9, 2022

As Marketplace puts it in a July 2022 article: " Now, Pollak [Julia Pollak, chief economist at job site Zip Recruiter] said, the mood might be shifting. Even though care agents are part of the business skeleton that enables all matters of customer services, these agents are leaving in record numbers.

Contact Center 52

Contact Center NPS Customer Care Leadership 52

Lithium

JULY 20, 2022

As Marketplace puts it in a July 2022 article: " Now, Pollak [Julia Pollak, chief economist at job site Zip Recruiter] said, the mood might be shifting. Even though care agents are part of the business skeleton that enables all matters of customer services, these agents are leaving in record numbers.

Contact Center 52

Contact Center NPS Customer Care Leadership 52

Russel Lolacher

MAY 8, 2022

In this episode of Relationships at Work, Russel chats with Neal Dlin , founder and Chief Human Experience Officer of customer and employee experience consultancy Chorus Tree, on intention and action alignment at work, including how it can impact culture, the role of leadership and employees, and how curiosity can help.

Leadership 52

Leadership Culture Employee Experience Insurance 52

Russel Lolacher

OCTOBER 24, 2022

Author of FOUR books on getting customer experience right. He writes extensively on employee engagement. And he’s been on tons of “best of” and “Top insert number” lists for customer service. Service Culture Book. Articles on Employee Empowerment. So that was, that was my best employee experience.

Engagement 52

Engagement Culture Measurement Employee Experience 52

SurveySparrow

SEPTEMBER 28, 2021

Chatbots, which customers interact with through live chat, especially on websites. Automated virtual assistants that you hear while calling a customer service number. This helps free up human agents for more challenging work, reducing the cost of providing excellent customer service. Fast Customer Service.

2021 52

2021 E-support Social Media E Commerce 52