CSM Magazine

JULY 10, 2023

Hodge Clemco, the manufacturer and supplier of surface finishing equipment, has rolled-out a fully-digital job management system from BigChange. Feedback from site visits is automatically shared with back-office staff in order to produce quotations within a defined timeframe.

Customer Relationship Management 52

Customer Relationship Management CRM System Innovation 52

CSM Magazine

JULY 19, 2023

Calabrio’s automated workforce management (WFM) technology has transformed resource planning efficiency at Ascensos, saving the company 375 hours every week—the equivalent of 13 full-time employees—while dramatically boosting staff engagement through self-service. Agents handle on average 170,000 contacts every week.

Self Service 52

Self Service Multi-Channel Social Media Resources 52

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

Comm100

SEPTEMBER 28, 2021

That included tips on how to engage with leadership, collect feedback from your organization, and communicate change. CBS introduced Comm100 AI Chatbot to manage the simple, repetitive questions that were taking up a substantial amount of the agents’ time. Denny Michaud, Customer Relations Manager, Canadian Blood Services.

Customer Service 216

Customer Service Chatbots Banking Engagement 216

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. Especially during these times, feedback will be crucial. International expansion to be continued.

B2B 98

B2B Feedback Technology Customers 98

ReviewTrackers

DECEMBER 10, 2019

Digital Assent, 2013 ). Vitals, 2013 ). Vitals, 2013 ). If you’re managing or marketing a hospital or some other healthcare facility, you can also check out Healthgrades’ solutions suite to drive growth, increase engagement, and improve quality and clinical performance. Institute for Healthcare Policy, 2014 ).

Healthcare 132

Healthcare Hospitality Insurance Comparison 132

CSM Magazine

NOVEMBER 8, 2022

J W Hinchliffe (Tanks), a specialist in fuel tank services, has boosted its annual turnover by 35 per cent following the introduction of a BigChange job management system. In addition, the management of staff and vehicles is streamlined with automated checks and alerts, real-time tracking and 24/7 visibility of remote staff.

Customer Relationship Management 52

Customer Relationship Management CRM Advertising Resources 52

CSM Magazine

APRIL 21, 2022

Dyno-Rod has revolutionised the provision of drain cleaning services in the Republic of Ireland following the implementation of field service management software from BigChange. “BigChange has been a real eye opener,” commented Sam Crowley, Managing Director of Dyno-Rod’s Cork office. ” continued Crowley.

Customer Relationship Management 52

Customer Relationship Management CRM Software Resources 52

Customer Bliss

NOVEMBER 7, 2017

Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. . They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way.

B2C 111

B2C Leadership Customer Experience B2B 111

Customer Bliss

NOVEMBER 7, 2017

Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. . They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Magellan Solutions

OCTOBER 26, 2023

Magellan Solutions is ISO 27001:2013 certified for information security management, ensuring the safety and security of clients’ data. One of the leading BPO firms in the Philippines is Magellan Solutions. The company has won and been recognized for several awards. Furthermore, the company is also HIPAA and PCI DSS-compliant.

Call Center 52

Call Center Company CRM Customer Satisfaction 52

Customer Bliss

DECEMBER 5, 2017

Can you manage a B2B relationship with customer providers and consumers? Keep yourself open to change and to feedback; don’t be closed off to it. 'Keep yourself open to change and to feedback; don’t be closed off to it. Do you have what it takes to be an entrepreneur? How can I be better? How can I learn?

Chief Customer Officer 129

Chief Customer Officer Consumers B2B Leadership 129

ReviewTrackers

AUGUST 11, 2017

Online reviews and public feedback from other patients are an important research tool for healthcare consumers. . That is up from 25 percent of patients in 2013. Online reviews and publicly posted patient feedback also serve to complement patient perspectives outlined in HCAHPS survey responses. What is HCAHPS ?

Healthcare 83

Healthcare Hospitality Social Media Survey 83

SurveySparrow

NOVEMBER 21, 2020

They increased their overall business performance in 2018 and managed to grow its stock price from $16 to $26 within just two years. Wegmans managed to increase its annual revenues from $7.9 billion by focusing more on employee experience management. As a result, Arby’s managed to increase its stock by $21.

Employee Experience 59

Employee Experience Employee Engagement Survey Software 59

Vonage

SEPTEMBER 25, 2015

It was for this reason that in early 2013 we decided to bring our customer service operation in house. Now, whenever a customer calls, we have immediate access to their entire history and all of their interactions with us, as well as the ability to manage multiple languages.

Customer Service 120

Customer Service Net Promoter Score Competitive Advantage Case Study 120

CSM Magazine

JUNE 29, 2020

Efficiency – it’s the concept all customer service managers must live by, whether we care to admit it or not. A 2013 survey revealed the average employee spends one whole week each year waiting for their network to load, which frustrates workers and costs employers thousands. Give feedback. Quite a lot, as it happens.

Customer Service 52

Customer Service Customer Service Representative Call Center Connections 52

Experience Matters

JANUARY 20, 2015

Activision demonstrates its commitment to creating great game player experiences in a multitude of ways, such as emphasizing the use of player feedback to identify improvement opportunities. If you enjoyed this report, check out Lessons in CX Excellence, 2014 and Lessons in CX Excellence, 2013. Download report for $195.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. Especially during these times, feedback will be crucial. International expansion to be continued.

B2B 52

B2B Feedback Technology Customers 52

ReviewTrackers

JULY 12, 2019

A 2013 poll commissioned by AutoTrader.com, meanwhile, found that 75 percent of the time that consumers devoted to buying a car was spent online. 60 percent, meanwhile, turn to data in order to improve customer service, and 55 percent do so to gather greater feedback essential to product and service innovation. Second, the product.

Automotive 77

Automotive Customer Experience Social Media Analytics 77

Customer Bliss

MARCH 8, 2018

After spending 2 years on the front line, she became a manager of the call center, moved into product management, and even did a bit of marketing and user experience. She starting with the areas where she knew there were customer pain points and gathered the customer feedback. Thanks so much to Customervillle! Enjoy the show!

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

ReviewTrackers

JULY 12, 2019

A 2013 poll commissioned by AutoTrader.com, meanwhile, found that 75 percent of the time that consumers devoted to buying a car was spent online. 60 percent, meanwhile, turn to data in order to improve customer service, and 55 percent do so to gather greater feedback essential to product and service innovation. Second, the product.

Automotive 72

Automotive Customer Experience Social Media Analytics 72

CSM Magazine

JULY 12, 2022

Supplied by BigChange, the complete job management platform dynamically schedules work for a nationwide team of upholsterers which is shared, via an app, to mobile phones that synchronise in real time with the back-office solution. “Using BigChange we can automatically schedule and track our team. About BigChange.

Management 11

Management Customer Relationship Management CRM Report 11

Very Best Service

OCTOBER 6, 2014

Click here to see what happened during customer service week 2013. customer service celebration customer service week'

Customer Service 87

Customer Service Customers Survey Meeting 87

ClearAction

DECEMBER 28, 2016

Who needs to hear customer feedback? Only a few managers of the biggest problem areas? Here’s how to drive voice-of-customer insights company-wide: Design customer feedback for greatest meaning to customers. Allow customers free range to give you feedback on whatever they want whenever they want.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

ReviewTrackers

FEBRUARY 20, 2019

Digital Assent, 2013 ). Vitals, 2013 ). Vitals, 2013 ). If you’re managing or marketing a hospital or some other healthcare facility, you can also check out Healthgrades’ solutions suite to drive growth, increase engagement, and improve quality and clinical performance. Institute for Healthcare Policy, 2014 ).

Hospitality 78

Hospitality Healthcare Marketing Insurance 78

CX Journey

MARCH 20, 2019

That statistic compares to 51% only five years earlier (2013). The first Culture Perception Gap statistic PwC uncovered states that 71% of C-suite and board respondents believe that culture is a priority on the leadership agenda of their organizations, while only 48% of non-management employees agree.

Culture 109

Culture Leadership Exercises Groups 109

Confirmit

OCTOBER 30, 2018

With three clicks of a button instead of three days of analysis, a regional manager can gauge a group’s performance." Customer feedback translates into real changes. Resulting VoC feedback was eyeopening, with about 10 percent of the 130,000 policyholders actively criticizing the decision. ” Says Hall.

Return on Investment 40

Return on Investment Insurance Net Promoter Score Policies 40

Magellan Solutions

MAY 29, 2021

Essentially the most basic function of Healthcare BPOs is to help you manage social media platforms to significantly meet customer expectations. Furthermore, Healthcare BPOs play a role as well in evaluating competitors by making use of surveys to gather feedback and improve quality. Act on customer feedbacks .

Social Media 52

Social Media Healthcare Hospitality Call Center 52

Customer Bliss

MAY 23, 2017

At Modell’s, LaRocca led its successful sponsorships of the 2014 Super Bowl and the 2013 Major League Baseball All-Star Game. Previousy, she served in management positions at a number of prominent organizations in cluding Bob’s Stores, as Vice President, Marketing; TJX, Co., Open door policy as a manager: Crucial.

Sports 142

Sports Customer Experience Hospitality Retail 142

Magellan Solutions

AUGUST 28, 2021

Source of management information and student or customer. feedback: A call center that uses good software collects a lot of information about customers or students. . On top of that, we are a certified ISO 27001:2013 and HIPAA-compliant company. advising, counseling, tutorial). This is otherwise called Direct Marketing.

Call Center 52

Call Center Analysis Customer Satisfaction Industry 52

Magellan Solutions

APRIL 8, 2021

Document management services. Feedback – The best way to make sure that you are hiring the best data entry BPO out there is from feedback. ISO 27001:2013 certification and HIPAA compliance are good examples. We guarantee the quality of service, and our company is ISO 27001:2013-certified and HIPAA-compliant.

Data 52

Data Call Center Industry Training 52

West Monroe

FEBRUARY 21, 2022

Clear, realistic goals should be established, and patient centricity should become an organization-wide core value, with hiring managers ensuring new talent is aligned with that value. It all starts with buy-in and commitment from leadership (e.g., ensuring that the Chief Patient Officer reports to the CEO).

Healthcare 52

Healthcare Analytics Data Industry 52

Magellan Solutions

DECEMBER 5, 2019

This application has been launched in the year 2013 by four talented people. This smart move allowed them to gather essential feedback which later helped them to create a tool and give it a unique personality. In the beginning, only a team of four people work on the development and management of this project management tool.

Company 59

Company Call Center Insurance Telecommunications 59

Gainsight

OCTOBER 22, 2020

Recently, Nick Mehta, CEO at Gainsight, met with Chris O’Donnell, Chief Product Officer of Hubspot, to get his view on a path into product management. “There is, I used to say, no way to major in product management.” Of those PMs, none have an undergrad degree in product management. I was a marketer there.

Culture 52

Culture Feedback Financial Roadmap 52

CX Journey

MAY 20, 2015

Image courtesy of Pierre Metivier I originally wrote today's post for Confirmit in May 2013. We know this much: unstructured data comes from a variety of sources, i.e., customer feedback (surveys, etc.), I've made some modifications. How do you make sense of your customers' words?

Call Center 80

Call Center Analytics Social Media Survey 80

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Using digital surveys is another way to garner valuable feedback. A strong customer relationship is rooted in exemplary customer service and support.

Retail 111

Retail Customer Experience Social Media Poor Customer Service 111

CX Journey

MARCH 20, 2019

That statistic compares to 51% only five years earlier (2013). The first Culture Perception Gap statistic PwC uncovered states that 71% of C-suite and board respondents believe that culture is a priority on the leadership agenda of their organizations, while only 48% of non-management employees agree.

Culture 83

Culture Leadership Exercises Groups 83