Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Innovative contact centers are leveraging the seamless integration offered by cloud technologies to engage with customers across any channel, with no gaps in connectivity, agent knowledge or service quality.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017. What CX trends do you see emerging this year?

Trends 147

Trends Customer Experience Wireless Entertainment 147

ShepHyken

NOVEMBER 7, 2016

jaco Blog) This golden list will motivate you and help you grow your business, engage with your customers and get accurate insights from your Customer Success efforts. The post 5 Top Customer Service Articles For the Week of November 7, 2016 appeared first on Shep Hyken. My Comment: Customer Success is a hot topic.

Customer Service 124

Customer Service Loyalty Customer Success Resources 124

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. Find out what they are in this blog post. Published on: January 12, 2017.

Trends 48

Trends Customer Service Contact Center Analysis 48

Think Customers

DECEMBER 15, 2015

In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Connections 60

Connections Customer Experience Customer Experience Professionals Trends 60

Experience Investigators by 360Connext

DECEMBER 10, 2015

The post 5 Ways to Improve the Patient Experience in 2016 appeared first on Customer Experience Consulting. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient experience. Healthcare […].

Healthcare 88

Healthcare Conference Consulting Innovation 88

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. Employee engagement is critical to your organization’s hiring efforts. Hiring people is one thing.

Social Media 60

Social Media CEM Employee Engagement Employee Experience 60

Tricia Morris

DECEMBER 18, 2015

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. The insights collected from the individuals above for 2016 are an interesting mix with a fantastic focus on people. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

OpinionLab

JUNE 24, 2016

By using OpinionLab across your various customer engagement posts, you also build a comprehensive overview of customer journeys to make the break through changes talked about at length in New Orleans. The post The three key learnings from CXFS 2016 appeared first on OpinionLab.

Competitive Advantage 79

Competitive Advantage Financial Conference eBook 79

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Innovative contact centers are leveraging the seamless integration offered by cloud technologies to engage with customers across any channel, with no gaps in connectivity, agent knowledge or service quality.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

OpinionLab

JULY 15, 2016

I’ve long been a proponent of employee empowerment and purpose-driven employee engagement. So if you want to deliver an enriching and powerful CX, your employees 1) need to be integral it and 2) be sufficiently empowered and engaged to make it happen. The post Two key takeaways from Forrester CXNYC 2016 appeared first on OpinionLab.

Handbook 60

Handbook Conference Customer Centricity Culture 60

OpinionLab

NOVEMBER 1, 2016

Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize. It was clear at CXSF that dealing with mobile landmarks is the key to the future of customer engagement.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

Mobile as a de facto customer engagement channel has been a theme for years, but what struck me from the CXSF was its acceleration in terms of interaction volume, sophistication and opportunity to monetize. It was clear at CXSF that dealing with mobile landmarks is the key to the future of customer engagement.

Innovation 60

Innovation Return on Investment Airlines Study 60

Tricia Morris

JUNE 8, 2016

Below is a sneak peek of just a few of the survey responses from United States consumers polled as part of Microsoft’s 2016 State of Global Customer Service Report, which also includes responses from 4,000 additional consumers across Brazil, Germany, Japan and the United Kingdom. The post INFOGRAPHIC: 2016 U.S. Click here to register.

Infographics 40

Infographics Customer Service Report Trends 40

GetFeedback

NOVEMBER 7, 2019

Constant online interaction and social media engagement has piqued our need for visual stimulation and trained us to assimilate more imagery than ever before. They expected only three as recently as 2016. The post 5 Ways to Win in the Visual Economy appeared first on GetFeedback Blog. More compelling?

Ecommerce 249

Ecommerce Social Media Competitive Advantage Study 249

Tricia Morris

MARCH 29, 2017

Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany, Japan, the United Kingdom and the United States, 72% of customers already.

Customer Engagement 66

Customer Engagement Engagement Survey Report 66

Tricia Morris

JULY 18, 2016

The post INFOGRAPHIC: 2016 State of Global Customer Service appeared first on Parature. View Microsoft’s on-demand webinar discussing this year’s fascinating results. With the on-demand webinar, you’ll receive a copy of the full 23-page report.

Infographics 40

Infographics Customer Service Trends Report 40

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. As leaders analyze their objectives for 2016, here are five key customer experience trends to focus on. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 40

Customer Experience Trends Customers Strategy 40

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. Engaged employees look beyond the paycheck; they want to know the role they play in a company’s success. Retaining valued people requires ongoing engagement, which is a multifaceted approach, dictated by the culture of an organization.

Communication 82

Communication Leadership Airlines Social Media 82

Beyond Philosophy

JANUARY 27, 2016

If you enjoyed this post, you might be interested in the following blogs: Are You Making Excuses for a Bad Experience? Colin is an international author of five bestselling books and an engaging keynote speaker. Will you sit there scratching your head about your Customer Experience using the word despite? Are You Being Disruptive?

Net Promoter Score 60

Net Promoter Score Metrics Consulting Training 60

Talkdesk

APRIL 15, 2016

The Sales Leadership track at TOPO Summit 2016 explored the ways in which sales leaders design, build and manage their organizations. In this blog post, we will cover the tips and tricks from the “Selling from the Buyer’s Perspective” session that was featured in both the Leadership and Technology Tracks.

Sales 40

Sales Leadership eBook Call Center 40

SaleMove

SEPTEMBER 17, 2020

When PSECU, Pennsylvania’s largest credit union, implemented Glia’s chat functionality back in 2016, they saw a large increase in chat volumes and knew they needed to find a way to continue to provide the same level of excellent service for their members.

Self Service 95

Self Service Chatbots Case Study Study 95

Tricia Morris

APRIL 1, 2016

But while customers are expecting more, many brands and organizations are struggling with providing the knowledge agents and employees need to consistently deliver the right answers at the right time across all major service and engagement channels. Get the 2016 Knowledge. ——– Want More Knowledge?

Infographics 40

Infographics Self Service Customer Service Report 40

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 examined many of the facets of a successful sales strategy. In this blog post, we will review insights from TOPO Sales Development Practice Leader Kristina McMillan’s session on “The Sales Development Framework.”. “At Kristina’s talk was just one of eight session in TOPO Summit 2016’s Development track.

Sales 40

Sales eBook Call Center Strategy 40

Talkdesk

APRIL 14, 2016

The Sales Effectiveness track at TOPO Sales Summit 2016 explored the plays and tactics that contribute to the effectiveness of the world’s top sales teams. In this blog post, we will explore the insights provided at TOPO Sales Development Analyst Dave Hershenson’s Outbound Prospecting Workshop. Avoid jargon and filler words.

Sales 40

Sales Multi-Channel eBook Call Center 40

Tricia Morris

MARCH 4, 2016

At Microsoft, and most absolutely with our customer service technology, we take these words to heart as we continue our consistent growth and progress among a steady stream of early 2016 award wins which now includes the 2016 CRM Magazine Service Leader Awards. ———-. . ———-.

CRM 40

CRM Innovation Technology Customer Service 40

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 was a whirlwind of information, insights and debate. With two days of content, four tracks and 30+ sessions and workshops, TOPO Sales Summit 2016 really packed a punch. As a form of summary, we’ve compiled some of the most memorable quotes from TOPO Sales Summit 2016. Click to Tweet.

Sales 40

Sales eBook Conference Case Study 40

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. This Snap-in includes Moxtra’s Dynamic Task Type for Avaya Engagement Designer.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

Brandwatch CX

NOVEMBER 8, 2023

On the other hand, some people find it useful , as it measures influence through engagement on Twitter. Using the Klout score you can adjust your posts according to your target audience’s interests and increase your engagement rate. The Windows app ceased functioning in April 2016. bw_banner_cta type=2]Understand your audience.

Social Media 98

Social Media Tools Analysis Metrics 98

BirdEye

FEBRUARY 15, 2024

In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage. Overall industry trends The landscape of online reviews witnessed notable growth and engagement in 2023, reflecting its increasing influence on consumer behavior.

Automotive 110

Automotive Healthcare Hospitality Retail 110

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. He writes a regular blog about the fundamentals of excellent customer service, titled The Delightenment Blog. Shep Hyken.

Training 48

Training Customer Service Customer Service Representative Customer Service Training 48

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. If you haven't already, we invite you to subscribe to our blog ! We're getting ready for another great year in 2016, and we're looking forward to writing more for you to enjoy. Keep an eye out for new posts in the new year!

Customer Experience 48

Customer Experience Banking Metrics Customer Experience Management 48

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022. With expanding expectations comes expanding channels.

Trends 214

Trends Customer Service Chatbots Omni-Channel 214

Brandwatch CX

MARCH 7, 2023

million blog posts are published every month A 2011 study by AOL/Nielsen showed that 27 million pieces of content were shared every day, and today 3.2 million blog posts are published every month A 2011 study by AOL/Nielsen showed that 27 million pieces of content were shared every day, and today 3.2

Social Media 98

Social Media Video Advertising Marketing 98