Zendesk

MAY 3, 2021

The impact of the last year on customer experience will be long-lasting. Customers have adapted their expectations, teams have learned how to operate remotely, and businesses are ramping up tech adoption as they look for new ways to engage customers while staying connected to each other. Retail & Ecommerce.

CX 52

CX Manufacturing Entertainment Healthcare 52

SugarCRM

OCTOBER 21, 2021

To successfully compete and grow their business, companies need to look towards artificial intelligence (AI) to find potential gaps in their customer journeys, speed up the sales cycle, and uncover new opportunities. This is best facilitated by a common platform that supports an integrated revenue management approach.

AI 52

AI Artificial Intelligence Sales CRM 52

CSAT.AI

JUNE 14, 2022

No one wants a subpar product or experience. QA metrics are important for gauging and maintaining quality and thereby customers. Also referred to as Average Wait Time (AWT) This is how long a customer waits in queue or how long before they explode. For example, a customer calls about getting a replacement for a faulty item.

Net Promoter Score 84

Net Promoter Score NPS Contact Center Social Media 84

Fonolo

AUGUST 24, 2017

We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. Understand Your Customers’ Expectations. Test Your Own Experience.

Contact Center 98

Contact Center Customer Satisfaction Customer Expectations NPS 98

Fonolo

SEPTEMBER 19, 2017

To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. They feature original research and cover topics such as consumer channel preference, the growth of chat, the ROI of social media for customer support, and much more. Our favorite chart: The State of Customer Service 2017.

Social Media 89

Social Media Contact Center B2C Customer Satisfaction 89

Taylor Reach Group

OCTOBER 31, 2017

Recently I was asked to participate in an expert round-up on How Fortune 500 companies Manage Their Contact Center(s). With the wide variation of channels and Contact Center technologies available, it is important to keep in mind the most important factor of all – the end user’s Customer Experience. By: Colin Taylor .

Contact Center 84

Contact Center Social Media Omnichannel Technology 84

Fonolo

AUGUST 1, 2017

Customer satisfaction, otherwise known as CSat (when referring to the contact center), indicates overall customer happiness. If your business is experiencing low customer satisfaction scores you might be left scratching your head and asking “Why?” Making the Most of Customer Feedback. Know What Makes Customers Tick.

Net Promoter Score 59

Net Promoter Score Contact Center NPS Customer Satisfaction 59

PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. How do they work?

B2B 118

B2B Customer Feedback Start-ups B2C 118

Fonolo

OCTOBER 18, 2017

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017.

Contact Center 117

Contact Center Customer Satisfaction NPS Touchpoint 117

CX Journey

NOVEMBER 30, 2016

Image courtesy of GMC Software What are you doing to bring your customer communications into the 21st century and into alignment with customer expectations? Communication is important in any relationship, and it's no less important in the relationship that you have with your customers. Trust keeps customers coming back.

CEM 64

CEM Invoicing Customer Journey Map CX 64

SugarCRM

JANUARY 20, 2022

In this webinar with Jana Ferguson, Director of Customer Development and Brie Rowe, Director of SugarU at SugarCRM, we discussed our best practices to ensure CRM excellence. When building your adoption plan, don’t underestimate the powerful role of managers in your organization. Leverage your leaders. Don’t stop at Go-Live.

CRM 48

CRM Technology Technology CX 48

Fonolo

MAY 10, 2018

For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Luckily, customer service teams are a resilient bunch.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

AUGUST 17, 2017

Customer experience is fast becoming the leading reason why customers choose your brand. Convenience, simplicity, and putting the customer first has a tremendous impact on whether or not you maintain a loyal following, or lose out to the competition. Plus, get exclusive invites to global customer experience events.

Customer Experience 64

Customer Experience E-commerce Contact Center CEM 64

CX Journey

JANUARY 4, 2017

Image courtesy of GMC Software How do you know you're achieving customer experience excellence? Back in November, I wrote a post about a whitepaper I penned for GMC Software on how the worlds of customer communications management (CCM) and customer experience collide, without question.

CX 50

CX Customer Experience 50

Fonolo

APRIL 26, 2018

The first is quite obvious: Most call center horror stories feature an angry customer, venting their frustration about a faulty product or terrible service. Dealing with angry customers is difficult! Here are some tips for call center managers to help agents survive the year, and ultimately reduce stress in the workplace.

Contact Center 83

Contact Center Customer Service Customer Experience 83

Fonolo

SEPTEMBER 21, 2017

Do you send customers to voicemail when there are not enough agents to handle calls? In this mini complementary whitepaper, you’ll learn the major problems that can occur when using voicemail in the contact center, and how a true call-back system can help to remedy these issues. How will this fit into your workforce management system?

Contact Center 47

Contact Center Technology Technology Customer Service 47

Fonolo

SEPTEMBER 27, 2017

Fonolo is thrilled to announce the launch of its new portal available to all customers today! The team has been working diligently on MANY enhancements that will maximize your productivity, and make your Fonolo experience even better. Simplified configuration for international customers. Plus so much more! Check out the video!

Contact Center 52

Contact Center Customer Service Customer Experience 52

Zendesk

MAY 25, 2022

Susana de Sousa spent four years working on Airbnb’s Customer Experience. Putting the “customer” in customer experience, Annette Franz might be LinkedIn’s most-read CX writer. Now he speaks about customer experience and #CXTech in podcasts, events, and fireside chats—which rocks even more.

CX 98

CX Social Media Start-ups Sports 98

SurveySensum

JANUARY 31, 2024

In this customer experience industry, the one question that’s asked of me the most is – What do I do to keep my clients happy? And the occasional troublemakers who keep your customer support team on their toes. And the occasional troublemakers who keep your customer support team on their toes. Enter the KPIs!

Gaming 52

Gaming Net Promoter Score Customer Satisfaction Social Media 52

Aquire

SEPTEMBER 28, 2021

The Net Promoter Score (NPS) is a popular metric that measures customer loyalty and satisfaction. It predicts customers’ impressions of a brand based on the likelihood of a positive recommendation. Net Promoter Score (NPS) is a number that reflects how likely customers are to recommend your company to others. WHITEPAPER.

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Loyalty 98

Aquire

SEPTEMBER 18, 2021

If you really want to get ahead of your competition, you should have a great customer experience strategy. Customer experience (or CX) is where most companies compete nowadays as product and price have become less important in the eyes of customers. What is a customer experience strategy?

Customer Experience 98

Customer Experience Social Media AI Predictive Analytics 98

Fonolo

SEPTEMBER 6, 2018

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. These technological breakthroughs point toward a future with remarkable changes in the customer service landscape. to real-time messaging, simulation, self-service and crypto-currency.

Artificial Intelligence 139

Artificial Intelligence Social Media Contact Center AI 139

Fonolo

APRIL 2, 2019

Vasili Triant, Vice President and General Manager, Cisco Customer Journey Business Unit, Cisco. Al Cook Vice President, Product Management and Engineering, Twilio. Directly CEO Antony Brydon on What’s Holding Back AI-Based Customer Service. The Contact Center Guide to Managing Spikes in Call Volume.

Contact Center 78

Contact Center Customer Service AI Engineering 78

SugarCRM

DECEMBER 23, 2021

Seeing how far customers could be pushed before they’d cancel a service or move to a competitor was often acceptable. Your clients don’t see departments and teams, they see your brand, and they expect a great experience at every interaction they have with you. Customer Effort Score (CES). Technology Unites Experiences.

Customer Service 48

Customer Service Technology Technology Innovation 48

Fonolo

OCTOBER 24, 2017

Whether you’re purchasing for your first cousin twice removed, or your Rolex wearing manager, the holiday season usually requires a great deal of customer service support. The influence of online shopping has a tremendous effect on customer expectations, and the customer journey. Making the Most of Customer Feedback.

Contact Center 52

Contact Center Retail Customer Experience NPS 52

Fonolo

MAY 16, 2018

In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. Players in the customer service (CS) game know this better than most. Listen to your customers. Remember to Listen. Use Good Tools.

Customer Service 90

Customer Service Contact Center Sports Social Media 90

Aquire

NOVEMBER 18, 2021

Customers love enjoying your products and services. But there is something very important that they expect from their beloved brands—an exceptional customer support experience. Companies spend millions of dollars every year just to make sure they provide unforgettable experiences to all their customers. WHITEPAPER.

Social Media 102

Social Media Start-ups Technology Technology 102

Beyond Philosophy

JULY 3, 2017

For many organizations, the initial improvements in Customer Experience have long since passed. How Customer Experience Improvement Is Like Getting Fit. A Metaphor for Customer Experience Improvement. In many ways, the cycle of a fitness improvement plan is a metaphor for Customer Experience improvement.

NPS 117

NPS Net Promoter Score Customer Loyalty Customer Experience 117

Lumoa

MAY 19, 2020

There are a lot of stats that showcase how critical a customer experience program is to any business’ success. Some experts feel that companies stand to lose upwards of $75 billion if they don’t deliver a best-in-class experience. Other research points to a slightly lower, but still an eye-popping loss of $44 billion.

CX 103

CX CX Transformation Customer Experience Start-ups 103

TeamSupport

JANUARY 18, 2019

Your work computer likely has Windows and the Office suite installed directly on the machine, so why shouldn’t you have software for sales, customer support, marketing, or other industries right alongside it? Click here to download our whitepaper with tips and tricks for managing SaaS customers and their onboarding process!

Business Operations 74

Business Operations Sales Technology Technology 74

Fonolo

APRIL 12, 2018

These are all great skills for any customer experience leader. You’ll be sure to obtain valuable insights from CX experts and anyone working in a customer facing role! 1) The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience. Author: Shep Hyken.

Customer Experience 57

Customer Experience Touchpoint Engineering Gaming 57

Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Historic Call Center & Customer Experience Trends. We had to listen.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

SugarCRM

DECEMBER 9, 2022

If you’re looking to open more customer service channels without breaking the bank, look no further! We want to help you give your customers the freedom to engage with you where, when, and how they want. The Future of Customer Service. Serve’s Self-Service capabilities allow customers to solve some inquiries on their own terms.

CX 26

CX Invoicing CRM B2B 26

TeamSupport

SEPTEMBER 21, 2018

It’s no secret that the customer experience (CX) has risen to the top priorities of most companies today. Businesses are putting a lot of effort into ensuring that their customers not only enjoy their experience with a company or service, but that they want to share that experience with others.

Sentiment Analysis 74

Sentiment Analysis AI Artificial Intelligence Transportation 74

TeamSupport

JULY 12, 2019

A team of bad ass, knowledgeable employees will impress even the most difficult customers. In many companies, knowledge is acquired through direct experience. Compiled together, they create a “knowledge management solution”, or a repository of digital information for both internal and external (customer) use as needed.

Technology 56

Technology Technology 56