NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

2012 82

2012 Customer Service Representative 2016 Contact Center 82

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Back in 2012, we did some research involving over 40 telecoms. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Telecoms are bad at CX around the globe!

Customer Experience 125

Customer Experience Customer Centricity 2012 Poor Customer Service 125

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 42

Customer Service Social Media White Paper Call Center 42

CX Journey

OCTOBER 12, 2016

Image courtesy of dushy4 I originally wrote today's post for ICSA as part of their blog carnival and celebration of National Customer Service Week. It is a modified version of a post that I wrote for CX Journey back in 2012. It's also a great reminder that customer service is a critical aspect of any business.

2012 77

2012 Employee Experience Culture Customer Service Representative 77

Beyond Philosophy

JUNE 26, 2017

Mortgage bonds that were sold in 2012 stand to create the “next big short,” much like the mortgage-backed securities that went belly-up due to the subprime home loans in 2008. Customer service representatives will phone you back upon request to help sort it out. shopping mall’s decline into irrelevancy as a “slow-bleed.”.

Retail 122

Retail Fashion E Commerce 2008 122

Qualtrics

SEPTEMBER 25, 2019

Generally, we assign the highest value to the best outcome (ie “Strongly Agree” that customer service is responsive) and then move down from there. The customer service is prompt — 4.12. The customer service is prompt — 4.12. Customer service representatives are polite — 4.67.

Customer Service Representative 37

Customer Service Representative 2012 Reference 2019 37

ProProfs Chat

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends. What Customers Think of CX.

2019 90

2019 Customer Service Social Media Poor Customer Service 90