Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part.

Analytics 256

Analytics Report Analysis Study 256

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Ultimately, digital engagement is what customers demand.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 154

Trends Customer Service Chatbots Omni-Channel 154

NICE inContact

MARCH 5, 2019

Customers are speaking, and their voices have never been louder or clearer! And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. appeared first on NICE inContact Blog.

Self Service 169

Self Service Omni-Channel Chatbots Trends 169

ShepHyken

JULY 28, 2017

This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Online sales are expected to grow to more than $400 billion by 2018.

Retail 79

Retail Social Media Travel Consumers 79

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. Are you following these 5 critical customer experience trends? Customer Experience Teams Grow Up.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Choose your audience.

Voice of Customer 239

Voice of Customer Data Customer Service Net Promoter Score 239

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. But how exactly does one get onboard with this trend?

Chatbots 75

Chatbots Social Media Healthcare Study 75

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Is there a specific product or service that needs an update?

Contact Center 82

Contact Center Customer Journeys Feedback Tools 82

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. So, as the December 2018 is coming to an end, it’s time to sum up a bit all the highlights of 2018. How we reached 100,000 unique views a month on LiveChat blog.

Case Study 59

Case Study Chatbots Study Tips 59

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. When customers are angry, they tell the world about it. – Shep Hyken.

Customer Service 80

Customer Service Poor Customer Service Multi-Channel Study 80

NICE inContact

AUGUST 12, 2019

The ability to achieve the “right” staffing mix has a direct impact on customer service metrics like service levels (SLA), average speed of answer (ASA), and customer satisfaction (CSAT). This blog is Part One of a two-part series that aims to demystify these four components. Forecasting.

Contact Center 149

Contact Center Management Employee Engagement Call Center 149

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. They had greater employee engagement and more loyal customers. Situation : A top goal for 2018 is hiring key talent.

Communication 81

Communication Leadership Airlines Social Media 81

Uniphore

MARCH 21, 2018

It seems automation is everywhere these days, allowing people to accomplish a variety of tasks faster, and the customer service industry is no exception, where technological advancements continue to transform the customer experience, and businesses continue to discover the benefits of real-time automation.

Contact Center 159

Contact Center Trends Industry Technology 159

NICE inContact

AUGUST 12, 2019

The ability to achieve the “right” staffing mix has a direct impact on customer service metrics like service levels (SLA), average speed of answer (ASA), and customer satisfaction (CSAT). This blog is Part One of a two-part series that aims to demystify these four components. Forecasting.

Contact Center 136

Contact Center Management Employee Engagement Call Center 136

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The score is solid. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Experience Investigators by 360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. Which trends will matter? One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”. What will happen in 2019?

Customer Journeys 236

Customer Journeys Wait Times Contact Center Trends 236

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s reflect on the best field service resources from this year. Thank you for visiting Astea’s blog, a place for service professionals from around the globe to find helpful educational resources on everything “field service”! We hope you enjoy them. Happy learning!

Resources 83

Resources Infographics ROI Social Media 83

GetFeedback

AUGUST 14, 2019

is similar to the mechanism at work in a Customer Satisfaction Score (CSAT). A CSAT is a single question presented to a customer at a single moment, or moments, throughout a customer experience to gauge satisfaction. Customers respond by answering that question on a scale of 1–5. . The expectation is not even.

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. The best way to outperform your peers is through constant evolution and refining, and nowhere does this apply more than in the customer support arena. The industry benchmark for FRR is 7 hours.

Metrics 75

Metrics First Call Resolution Knowledge Base How To 75

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s take a moment to reflect on all the exciting things we’ve done here at Astea and all the transformative changes that have swept the entire field service industry. Alliance Enterprise Launched September 2018. New Astea Website Launched August 2018. Take a look at what we did!

Infographics 83

Infographics Conference Video Software 83

GetFeedback

MAY 5, 2019

Or would you stay loyal to your old mobile phone provider if you knew they offer 24/7 support for delightful customer service? Apart from expecting products whose quality matches the prize, customers for years now also expect to find the service providers exactly when they need them. Read on and find out!

Sales 277

Sales Loyalty Programs Social Media Policies 277

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. We’ve long heard the adage “happy agents make for happy customers” and I agree completely. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 121

Contact Center Technology Roadmap Chatbots 121

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. We’ve long heard the adage “happy agents make for happy customers” and I agree completely. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 120

Contact Center Technology Roadmap Chatbots 120

Comm100

MARCH 6, 2022

Financial institutions across the world are taking advantage of new digital technologies to improve customer experience (CX) and engagement. In this blog, we’ll look at the top 3 reasons why chatbots in credit unions are key to improving member experience and engagement, and why more and more credit unions are adopting them.

Chatbots 153

Chatbots e-support Banking Engagement 153

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s reflect on the best field service resources from this year. Thank you for visiting Astea’s blog, a place for service professionals from around the globe to find helpful educational resources on everything “field service”! We hope you enjoy them. Happy learning!

Resources 62

Resources Infographics ROI Social Media 62

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s take a moment to reflect on all the exciting things we’ve done here at Astea and all the transformative changes that have swept the entire field service industry. Alliance Enterprise Launched September 2018. New Astea Website Launched August 2018. Take a look at what we did!

Infographics 70

Infographics Conference Video Software 70

NICE inContact

JANUARY 7, 2019

If you’re looking for help in deciphering the strengths and weaknesses of the industry’s most notable cloud contact center providers, you’ll want to put The Forrester Wave : Cloud Contact Centers, Q3 2018 at the top of your reading list. Plan for 2019 trends. The Forrester Wave Did the Homework appeared first on NICE inContact Blog.

Contact Center 120

Contact Center Omni-Channel Report Trends 120

Kustomer

NOVEMBER 1, 2021

According to Apple, in 2018 there were roughly 550,000 podcasts and today there are more than 2 million. that end, we’ve curated a customer service-centric podcast list for you to peruse and enjoy. that end, we’ve curated a customer service-centric podcast list for you to peruse and enjoy. Have you noticed?

Customer Service 98

Customer Service Entertainment Trends Social Media 98

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before.

Marketing 93

Marketing Social Media B2C Advertising 93

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. If you’re involved with designing surveys at your company, you’ve probably seen a similar trend.

Survey 186

Survey Customer Service Engagement Customers 186

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

Clarivate

JANUARY 19, 2024

Establishing a strategic plan for 2024 requires IP leaders to place their bets on which of these trends will most likely impact patents and trademarks this year. This persistent trend will put pressure on foreign organizations to reassess their China strategy.”

Industry 59

Industry Wireless Trends Financial 59