InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. It’s an opportunity that your company can capitalize on today.

Customer Experience 260

Customer Experience Social Media E Commerce Retail 260

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. Understanding the challenges Agents commonly face a multitude of challenges that can impede their performance.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction Culture 52

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. Furthermore, one must consider the cost of hiring, training, and retaining top-tier AI talent that will train the AI, optimize performance, and, ideally, optimize usage-based or runtime costs.

ROI 109

ROI Financial Net Promoter Score NPS 109

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Playvox

FEBRUARY 13, 2024

They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. Before you can cultivate top talent, though, you have to identify your top performers. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Measurement 2022 Culture 88

TechSee

OCTOBER 5, 2020

In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model. 65% of FS organizations identified customer satisfaction as either equal to or higher in importance than operational efficiency.

Effort Score 207

Effort Score Metrics Net Promoter Score NPS 207

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization.

Engagement 73

Engagement Contact Center Culture Metrics 73

Kustomer

FEBRUARY 6, 2024

If you’re a CX leader running an enterprise-level organization, you need help desk software that goes beyond just automating basic support processes and managing tickets. Enterprise Enterprise help desk software is designed for large organizations with diverse needs and vast user counts.

2024 98

2024 Multi-Channel Omnichannel E-support 98

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Contact Center 79

Contact Center Feedback Culture Engagement 79

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

Cyara

FEBRUARY 20, 2024

Every organization understands the vital importance of enabling their customers to connect seamlessly. As such, it is vital to guarantee that all of your communication channels adhere to the highest standards, delivering an optimal experience to all customers. What is the Cyara Platform?

ROI 76

ROI Return on Investment Communication 2023 76

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. Definition of Quality Management At a high level, quality management is the act of overseeing all activities and tasks that must be accomplished to maintain a desired level of excellence.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?” So, why do they matter?

Customer Service 139

Customer Service Net Promoter Score Customer Service Representative NPS 139

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Did we mistake any “experience proxies” for actual skills? See here for more information on how to do this.

Call Center 98

Call Center Contact Center Culture Engagement 98

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Today’s consumers might browse products online before purchasing in-store or use their smartphones to compare prices while shopping at a physical location.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

Call Center 125

Call Center Technology Customers Engagement 125

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively.

Customer Service 84

Customer Service Customers Social Media Customer Satisfaction 84

ReviewTrackers

AUGUST 3, 2021

Holistic reputation management seeks to cover all bases, ensuring that enterprises are going beyond visibility and analysis and are taking the necessary steps to make corrections to any aspect of the customer experience that might be hindering the perception of the business organization.

Customer Service 123

Customer Service Fashion Customers Hotels 123

Magellan Solutions

APRIL 3, 2024

Exceptional customer service is essential for staying competitive. Keep customers happy with prompt and efficient service. Are you ready to unleash the full potential of BPO chat support and take your customer service game to a whole new level? But with BPO chat support, you can scale your services up or down as needed.

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. The well-being, satisfaction, and motivation of your frontline staff play a pivotal role in shaping the customer experience.

Contact Center 90

Contact Center Multi-Channel Social Media Customer Service Representative 90

COPC

JANUARY 15, 2024

has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we explore how organizations can reduce early attrition. But before they become proficient and fully productive, there are activities to onboard, train, nest, and become operational, usually happening within their first 90 days.  

Contact Center 78

Contact Center Call Center 2023 Engagement 78

Kayako

JULY 22, 2022

The good news is that one direct way to improve customer perception is to provide high-quality customer service. The reason is that customer service impacts the satisfaction metrics that influence customer perception, too. Nearly 70% of people are more inclined to spend more money with a company with excellent customer service.

Net Promoter Score 112

Net Promoter Score Measurement NPS Effort Score 112

BirdEye

NOVEMBER 27, 2023

Organizations that effectively use customer feedback data to improve operations can expect a boost to their performance. Studies have shown that companies leveraging analytics and reporting tools experience an ROI increase of 25%. Users can toggle between different report visualizations that best suit their needs.

Insights 115

Insights Social Media Multi-Channel Net Promoter Score 115

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Higher costs to serve: customer service, returned materials, remedies, etc. Longer sales cycles due to distrust.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

CX University

SEPTEMBER 18, 2018

A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Kustomer

FEBRUARY 11, 2024

Zendesk is, without any doubt, a powerhouse customer service platform. After being acquired by a consortium of private equity firms for $10B, Zendesk is one of the most well-known customer service solutions on the market — but being popular doesn’t make it right for everyone.

Multi-Channel 98

Multi-Channel E-support E Commerce Omnichannel 98

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce.

Management 85

Management Contact Center ROI Net Promoter Score 85

BirdEye

APRIL 6, 2023

The idea you choose should solve a customer problem or improve an existing product or service offering. Market research helps you conceptualize how best to package your product to address the needs of your industry. The trick is to recognize the potential for innovation in an existing product rather than reinventing a new one.

2023 98

2023 Insurance Social Media Transportation 98

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

2024 108

2024 Customer Centricity User Experience 2023 108

Team Support

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. What Are Chatbots Chatbots are a chat software tool that mimic human conversation to efficiently perform routine tasks.

Customer Service 98

Customer Service 2027 Competitive Advantage Customer Service Strategies 98

ShepHyken

SEPTEMBER 3, 2021

She writes about how contact center agents can maximize productivity and provide a better customer experience. Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. . How can a customer experience management platform improve productivity?

Customer Experience Management 141

Customer Experience Management Management Contact Center Customer Experience 141

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. It’s one thing to expect better service.

2024 76

2024 Article Hotels Loyalty Programs 76

SurveySparrow

APRIL 8, 2024

This includes every aspect, from product details to operations and customer service. Now, the shopper, or agent, is tasked with observing and evaluating specific pre-determined aspects of the business, such as employee behavior, service speed, product quality, cleanliness, and adherence to company policies and standards.

Feedback 52

Feedback Interaction Roadmap Sales 52