Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. It’s once again the time of year for me to publish my CX trends. In my post last year I named 2015 “ The Year of Employee.”

2016 91

2016 Customer Experience Customer Connectedness 2015 91

NICE inContact

DECEMBER 12, 2016

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?

Contact Center 74

Contact Center Customer Service Document 2016 74

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. What do consumers want from brands today? Published on: January 12, 2017.

2016 59

2016 Customer Service 2017 Contact Center 59

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. TeleTech) Memorable.

2016 104

2016 Article Social Media Customer Service 104

ShepHyken

NOVEMBER 14, 2016

Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting? That stat probably applies to other social channels as well. Follow on Twitter: @Hyken.

2016 127

2016 Article Customer Service 2017 127

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Contact Center 49

Contact Center Call Center Social Media Multi-Channel 49

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact. Employee Empowerment: Where to Start.

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

Bill Quiseng

JULY 18, 2017

I started my career producing conferences, and then moved to building a social network and online magazine for contact centers. At this social network I had a podcast show, a blog, and I was an early thought leader on contact centers. Now I get it. That was almost ten years ago.

Customer Experience 318

Customer Experience Contact Center Books Wireless 318

Joe Rawlinson

JANUARY 27, 2016

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. But these four emotions and strategies are key ways to engage new customers in 2016. These companies hold a fragile trust relationship with consumers that depends completely on transparency and consistency. Anti-Marketing.

Consumers 94

Consumers Marketing Advertising 2015 94

ShepHyken

JULY 19, 2022

Utilizing customers to help other customers does not displace traditional contact center workers. ” “Tapping into your most loyal consumers to enhance customer experience builds trust and creates a connection of empathy.” It is a way to support the volume of engagement in a cost-effective way.”

2016 126

2016 Contact Center Brands Customer Service 126

OpinionLab

AUGUST 29, 2017

This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. For example, IVR and other contact center technologies, store/branch feedback and various other mechanisms help identify where your omnichannel approach is falling short. The difference between the 2015 and 2016 figures are clear.

Omnichannel 166

Omnichannel Consumers Touchpoint Banking 166

NICE inContact

AUGUST 23, 2016

While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures. Most contact centers fall somewhere in the middle ground. As a contact center leader, where do you start that process? Till Your Land. Let the Sun Shine.

Contact Center 44

Contact Center Culture Poor Customer Service 2016 44

Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more. August 10, 2016 1:00pm ET – 2:00pm ET. September 14, 2016 1:00pm ET – 2:00pm ET.

Contact Center 40

Contact Center Events 2016 Webinar 40

Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more. August 10, 2016 1:00pm ET – 2:00pm ET. September 14, 2016 1:00pm ET – 2:00pm ET.

Contact Center 40

Contact Center Events 2016 Webinar 40

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior.

Consumers 50

Consumers Multi-Channel 2008 2016 50

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. But it can be more difficult to find out what consumers value most when it comes to the overall experience – and what drives them to switch to rivals. In the UKCSI 31.6% of those between 35-44 and 32.1%

Consumers 49

Consumers Brands 2016 Social Media 49

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. The improvement in speech analytics will entice many companies to start pilots for extracting insights from their contact center conversations with customers.

2016 45

2016 Customer Experience Customer Journey Mapping Contact Center 45

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. billion PC users.) What does this mean for your company?

2016 0

2016 Customer Service Social Media 2015 0

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Eptica

OCTOBER 7, 2016

Date: Friday, October 7, 2016 7 key issues that are holding back digital transformation in insurance. Published on: October 07, 2016. To find out how they are performing, the 2016 Eptica Insurance Multichannel Customer Experience Study evaluated 100 U.S. 46% either didn’t respond on any channel or answered on just one.

Insurance 79

Insurance Social Media 2016 Contact Center 79

NICE inContact

FEBRUARY 29, 2016

Customer experience is rapidly evolving for organizations of any size, a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and to increase loyalty of consumers. The contact center is truly the front line in this battle. Driving new business models.

2016 49

2016 Contact Center Omnichannel E-support 49

Kustomer

OCTOBER 28, 2022

According to a 2016 study by Forrester, superior modern customer service drives superior revenue growth in industries where customers can easily switch to competitors that deliver a differentiated customer experience. All that was needed when it came to shopping for consumer electronics were specifications and dimensions of the products.

Customer Engagement 105

Customer Engagement Engagement Omnichannel 2002 105

Provide Support

JUNE 2, 2016

While failure to address the changing consumer needs can put your business at risk. Consumers are mobile and self-reliant: they are talking, texting, browsing, chatting and tweeting more than ever. In fact, 72% of consumers already stopped doing business with a company because of a bad service experience.(.). Read more.

Consumers 51

Consumers 2003 Customer Service Poor Customer Service 51

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.

Sales 79

Sales E Commerce E-support Contact Center 79

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. How can they cope? A good way is to adopt lessons from the medical profession.

Customer Service 71

Customer Service Contact Center Social Media 2016 71

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. Some 70% of consumers have used the click-to-call button in online ads. How can contact center services Philippines turn call reductions into an advantage?

Contact Center 52

Contact Center Multi-Channel Omnichannel 2016 52

Eptica

DECEMBER 14, 2016

Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. According to the Everest Group, nearly a quarter of contact center activities across the globe are outsourced, meaning the market is worth $75-78 billion every year. Share this page on: Tweet.

Customer Service 60

Customer Service Contact Center 2016 Social Media 60

Eptica

SEPTEMBER 12, 2016

Date: Wednesday, September 14, 2016 Getting ready for Christmas – 5 areas for retailers to focus on. Published on: September 14, 2016. Author: Anne-Merete Jensen It may seem like a long time in the future for consumers, but as every retailer knows Christmas is coming – fast. Share this page on: Tweet.

Retail 76

Retail E Commerce Contact Center 2016 76

Tricia Morris

OCTOBER 9, 2015

Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship. Treat yourself to the 13 shocking customer service statistics below to encourage bigger and better buy-in for your 2016 customer service initiatives: 1.

Customer Service 110

Customer Service 2015 Poor Customer Service Contact Center 110

ijgolding

MARCH 22, 2017

or Consumer companies like Unilever and P&G can be quoted as perfect examples. In fact, for almost every product we use or consume in our daily life, we can find at least one alternative product. Digital has helped organizations through consumers advocating the brands and products across online channels. and Pepsi Co.

E Commerce 81

E Commerce Customer Experience Multi-Channel E-support 81

NICE inContact

AUGUST 25, 2016

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. If Gartner’s predictions ring true, contact centers have the opportunity to transform the enterprise to become the customer experience (CX) hub. Register today !

Customer Engagement 48

Customer Engagement Connections Engagement Contact Center 48

TechSee

FEBRUARY 5, 2018

In 2016, the Consumer Financial Protection Bureau handled approximately 291,400 consumer complaints. The resolution on these cases can be even longer, and is inconvenient for consumers. This often results in customers abandoning the dispute…and ultimately the brand. . The new visual customer service.

Customer Service 132

Customer Service Call Center Fashion Reference 132

Magellan Solutions

SEPTEMBER 27, 2021

Invoca, a call intelligence service, published a research in 2016 that found that 65 percent of the 50 million calls they studied had customers preferring to contact a business rather than dealing with online web forms, web chat, and email. Customers will not be able to understand their services. However, this is not the case.

Call Center 97

Call Center Contact Center Poor Customer Service 2013 97

OpinionLab

AUGUST 17, 2017

Enter today’s empowered consumer who will be quick to react to what’s wrong with your website redesign. Tapping into the direct, indirect and inferred voice of your digital consumer can be a huge advantage in any site refresh. Direct feedback from your digital consumers can be gleaned through a variety of channels.

Contact Center 74

Contact Center E Commerce Feedback Consumers 74

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

TechSee

JANUARY 2, 2018

trillion in claims were paid by insurance companies in 2016 alone. One of those companies, Lemonade , is offering innovative business models focusing on a fast and efficient approval process and transforming what consumers (especially millennials) have come to expect from insurance companies.

Insurance 116

Insurance Telecommunications Contact Center Document 116