Fonolo

DECEMBER 10, 2020

2020 was the year that companies finally realized that nobody escapes a call surge. And it isn’t fair to keep your customers waiting on hold endlessly — especially during a crisis. Let’s look at the worst companies to call in 2020. Worst Company to Call in 2020. Peter Atkinson (@PeBriAtk) December 9, 2020.

Government 162

Government Retail Customer Service Customer Experience 162

Uplifting Service

APRIL 13, 2020

We are pleased to announce that Uplifting Service: The Proven Path to Unleashing Unbelievable! has been named the World’s Top Customer Service Development Program in 2020 by the GlobalGurus.org. This award is dedicated to all those extending help and service in the world. The Uplifting Service Team.

Customer Service 98

Customer Service 98

Shaun Belding

APRIL 7, 2022

The Top 10 Customer Service Stories for 2021 This year’s Top 10 Customer Service Stories for 2021 is kind of special for us, as it represents a rebound from the previous year where positive stories were few and far between. The Bad News The bad news is that 2021 picked up where 2020 left off […].

Customer Service 130

Customer Service 130

Fonolo

DECEMBER 4, 2019

Good customer service can be hard to find. Conversely, bad customer service is easy to spot and, when especially ugly, it can go viral. Everyone has been in a restaurant or service establishment where a crying baby or toddler has had a meltdown. We provide four ways you can prepare.

Customer Service 84

Customer Service Social Media Hospitality Hospitality 84

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

Uplifting Service

FEBRUARY 8, 2020

Ron Kaufman, number one Global Guru in Customer Service. We are honored and pleased to share our founder, Ron Kaufman , has been awarded the #1 ranking Customer Service Global Guru in 2020, 2019, and 2018. At Uplifting Service , we believe everyone can step UP and TAKE ACTION to make the world better every day.

Customer Service 69

Customer Service Customer Experience 69

TeamSupport

JANUARY 10, 2020

The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. 1) Innovative technology will empower service teams (not replace them). 2) Customer service will be more than just reactive conversations.

Customer Service 80

Customer Service B2B Innovation Technology 80

The DiJulius Group

DECEMBER 16, 2020

The DiJulius Group top customer service blogs, podcasts, and videos from 2020 are listed below. Our Top Blogs from 2020 How to Make 2021 Your Greatest Year by Weaponizing Adversity The Incredible Opportunities Out of the Coronavirus Crisis in Your Personal. The results are in! Read Full Article.

Customer Experience 105

Customer Experience Customer Service 105

Fonolo

OCTOBER 22, 2020

Of all the years in recent memory, 2020 will stand out as one the most challenging and unexpected. 2020 Holiday Shopping Trends Report, Tinuiti. According to @MorningConsult, 67% of shoppers plan to reduce their general holiday spending in 2020. Why Active Listening is the Best Customer Service Skill.

Retail 133

Retail E-commerce Social Media Finance 133

Shaun Belding

JANUARY 29, 2020

If you are looking to improve your customer service for 2020, you needn’t look any further than these 10 fantastic customer service stories from 2019 for inspiration. This year’s picks are a great illustration of the absolute core of customer service – genuinely caring about the people you serve.

Customer Service 130

Customer Service 130

Fonolo

DECEMBER 12, 2019

Whatever the customer service flourish we encounter on our journeys as consumers, we know when it works. At Fonolo, customer service is top of mind for every employee: Sun up, sun down. This year, I turned the microphone on our own Fonolonians to articulate 2019 in terms of customer service. Generosity.

Customer Service 67

Customer Service Machine Learning Retail Customer Satisfaction 67

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. 2020 is looking to be an outstanding year for contact center investments. Figure 1: Contact Center Technology Investment Priorities for 2020. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies.

Contact Center 87

Contact Center Social Media Artificial Intelligence AI 87

Fonolo

DECEMBER 5, 2019

As we head into 2020, data is becoming more crucial for successfully running a call center than ever. As contact center managers rev up their brand-spanking-new AI to help them execute their 2020 plans, which metrics should they be tracking? Here are the top 4 metrics your call center should be tracking in 2020.

Contact Center 125

Contact Center Customer Satisfaction AI Customer Survey 125

Shep Hyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. She created an experience for her customer. She created an experience for her customer. This is where sales and customer service collide. Here’s the short version. I’ve never lost.”

Sales 108

Sales Customer Service Customer Experience 108

Fonolo

FEBRUARY 11, 2020

Watch the full interview below, and then go read here to read more of our predictions for customer service industry trends in 2020 : ?. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Several trends are poised to make a significant impact on contact centers in 2020.

Contact Center 98

Contact Center AI Omnichannel Technology 98

Customer Think

AUGUST 13, 2021

Customer service and workplace-related mantras can be found everywhere. “The customer is always right” is perhaps the most popular. In 2020, 1.7mb of data was being […]. “Teamwork makes the dream work”, as coined by John Maxwell, is another. Perhaps the best fuel of all is data.

Customer Service 124

Customer Service 124

Fonolo

NOVEMBER 5, 2020

Now more than ever, customers are looking for companies to support them on whatever channel they prefer, whether it’s social media, chat support, or voice calls. The State of the Contact Center 2020. This will also bode well for customer perception — after all, a poor response can inflict more damage to your business’ reputation.

Contact Center 132

Contact Center Social Media Omnichannel Start-ups 132

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service. Source: Bain&Co.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Fonolo

OCTOBER 29, 2020

The 2020 holiday shopping season will look very different from others in recent memory, thanks to COVID-19. To stay ahead of the curve, retailers will need to stay alert to changing trends in their customers’ behaviour — but most importantly, they must prepare to support them when they run into challenges. Think you’re ready?

Retail 96

Retail E-commerce Contact Center Gaming 96

Help Scout

AUGUST 22, 2023

We decided to take a data-driven approach to identifying the top companies in B2B, B2C, and ecommerce that are delivering memorable support. Read the full article

B2C 40

B2C Customer Service B2B 40

Provide Support

JANUARY 27, 2020

In 2020 year businesses will try to do their best to provide excellent customer service and satisfy their customers. However, to offer smooth customer experience you need not only to answer questions and provide correct answers, but also offer your customers convenient for them communication channels.

Customer Service 75

Customer Service Customer Experience 75

Fonolo

DECEMBER 17, 2019

This includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. In fact, more than 80% of customers now say the experience a company provides is as important as its products. Contact Centers Will Change in 2020. Contact Center Trend #3: AI is here to stay.

Contact Center 76

Contact Center Social Media Omnichannel AI 76

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

SurveySensum

JANUARY 8, 2021

2020 is not a year you would like to remember, it’s also not a year which any of us can easily forget. As a company that is focused on improving the ways you help your customer, we reached out to our customers and community to collect some exceptional stories of customer experience.

Customer Experience 81

Customer Experience E-commerce Pharmaceutical Start-ups 81

CSAT.AI

JANUARY 12, 2023

The contact center and customer support industry continue to evolve. Data and customer service professionals have insight into 2023 customer service trends and the reasons behind them. Bringing the Store Experience to the Customer. A problem handled well gives the customer confidence to want to come back.

Customer Service 85

Customer Service Sentiment Analysis Contact Center CX 85

CommBox

JANUARY 28, 2024

With the rising demand for digital support and services, organizations struggle with the massive load on their traditional call centers and agents. Digital customer service diverts some load off the call centers, allowing agents to respond to multiple customers simultaneously and immediately.

Customer Service 52

Customer Service Omnichannel Artificial Intelligence CRM 52

CSAT.AI

APRIL 28, 2022

Do you want to be known throughout your industry as failing in customer service? Are you eager for the kind of negative reputation that vitriolic customers can give you? Is being sued by your customer base one of your top goals? Residential Television Service Provider Satisfaction Study SM also. If so, read on.

Customer Service 96

Customer Service Social Media Non-Profits Compliance 96

Comm100

JANUARY 7, 2020

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. What chat can do to enhance customer service and CX is amazing compared to just a few years ago. Free Download: Live Chat Benchmark Report 2020. Here’s the proof.

Social Media 53

Social Media Start-ups Customer Satisfaction Omnichannel 53

CSAT.AI

MAY 5, 2022

These digital interface tools have become a familiar, sometimes funny, sometimes maddening part of online customer service. Even with the growth of AI there are many bad bots, but they do not have to crush good customer service. Applause Survey on AI and Customer Service Shows Higher Expectations but Lower Satisfaction.

Customer Service 88

Customer Service AI CX Customer Expectations 88

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. In fact, by 2020, around 50 million consumers will opt-in to receive business SMS. According to CTIA , there were 1.5

Customer Service 91

Customer Service Contact Center Omnichannel B2C 91

Aquire

AUGUST 30, 2021

If we had to pick one thing (apart from freshly baked goods), it’d be personalized customer service. Thanks to their lower sales volumes, small businesses can easily get to know who their customers are and what they want. What is personalized customer service? Why should I personalize customer service?

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

Inside Customer Service

MARCH 11, 2021

The survey was conducted in 2020. If you read this blog with any regularity, you know I often write about the importance of having a clear customer service vision. This appeared to be the case in 2020, where the overall leadership score increased by 5.3 This was another strong category in 2020, showing a 4.6

Contact Center 258

Contact Center Customer Feedback Gaming Customer Service 258

Aquire

MAY 24, 2021

percent in 2020, compared to 2019. At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. Redefining the airline customer experience. Why is customer service so important in airlines? Delta Airlines.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

Confirmit

NOVEMBER 16, 2020

And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. Forecasted revenue increase by 22% as a result of actions taken based on customer feedback. 93% of new customers onboarded within 14 days in 2020.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

CSAT.AI

AUGUST 31, 2022

However, in t heir Occupational Outlook Handbook for Customer Service Representatives, the BLS provides insight more specifically into customer service job projections in the US. Customer Service Growth Projections. The Rise of Gig Customer Service. That change of 1.4 You have options.

Customer Service 77

Customer Service Outlook Sentiment Analysis Education 77

Logicalware

JANUARY 25, 2022

So what are the biggest takeaways for contact centres and customer service teams? Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. If cloud technology was the superhero of 2020, video was its sidekick. Omnichannel.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98