Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. billion PC users.) What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Kayako

JANUARY 14, 2016

The Customer Support State of the Profession Report 2016 surveyed 116 individuals, with respondents ranging from support agents to VPs of support and CEOs. I’ll be running a webinar about this along with Sarah Chambers (Kayako’s Director of Support) where we’ll be discussing what 2016 holds for the support profession.

Survey 96

Survey Report Industry Customers 96

Experience Matters

DECEMBER 27, 2016

Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x […]. For additional info, check out our VoC resource page.

Infographics 286

Infographics Resources Report Customers 286

Experience Matters

DECEMBER 27, 2016

Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ x 24″): poster in pdf, poster in png Filed under: […].

Infographics 286

Infographics Report Customers Customer Experience 286

OpinionLab

JUNE 24, 2016

Find out more about how financial services organizations can turn CX into competitive advantage by downloading our eBook. The post The three key learnings from CXFS 2016 appeared first on OpinionLab.

Competitive Advantage 79

Competitive Advantage Financial Conference eBook 79

Talkdesk

OCTOBER 11, 2016

Dreamforce 2016 was a whirlwind adventure jam packed with great conversations, captivating speaking sessions and a few amazing giveaways. Best of all, there are no updates or downloads needed to begin using our new Lightning-optimized CTI – simply enable Lightning to get started. Not using Talkdesk for Salesforce yet?

Omni-Channel 40

Omni-Channel Contact Center Software Contact Center Report 40

CSM Magazine

MAY 23, 2016

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Download The Global State of Customer Experience 2016 here. About the Author.

Customer Experience 56

Customer Experience ROI Trends CRM 56

OpinionLab

JULY 15, 2016

Find out how by downloading our overview fact sheet or requesting a demo. The post Two key takeaways from Forrester CXNYC 2016 appeared first on OpinionLab. 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.

Handbook 60

Handbook Conference Customer Centricity Culture 60

Tricia Morris

JANUARY 4, 2016

Here’s Dutta’s guest post on this 2016 trend to watch: “I sincerely believe that leaders of organizations who are serious about service are going to start focusing on developing talent plans for service and support in 2016. Why Will This Have an Impact in 2016? “A What Can Organizations Do Today to Begin Improving Service? “In

Trends 40

Trends Customer Service Chief Customer Officer Self Service 40

CSM Magazine

MARCH 18, 2024

This extensive resource hub provides informative guides, practical downloads, training resources and insightful articles. I am delighted to offer new material and free downloads on the website. Along with the training and consultancy offered by Helen Pettifer Training Ltd, it can aid compliance with Consumer Duty.

Training 52

Training Government Financial Resources 52

Talkdesk

OCTOBER 11, 2016

We met hundreds of great people at Dreamforce 2016, spoke in the opening keynote at ICMI Contact Center Demo & Conference and gave out a lot of great swag. Best of all, there are no updates or downloads needed to begin using our new Lightning-optimized CTI – simply enable Lightning to get started.

Contact Center Software 40

Contact Center Software Contact Center Conference Software 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. You can also download our customizable RFP template here. Download our free customer care RFP template here.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Tricia Morris

DECEMBER 18, 2015

The insights collected from the individuals above for 2016 are an interesting mix with a fantastic focus on people. It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

QuestionPro Audience

JANUARY 8, 2018

With a revenue of $482B in 2016, it’s safe to say Walmart knows what they’re talking about. We conducted our own research with our registered voter panel and detailed the responses in a 16-page report, which you can download here. 10 – Land of the Free and Home of the Taxed? By: QuestionPro Audience.

Infographics 230

Infographics Retail Video Report 230

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

ShepHyken

NOVEMBER 21, 2016

The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. Don’t let the fact that you’ll have to give them your email address deter you for downloading the eBook. The post 5 Top Customer Service Articles For the Week of November 21, 2016 appeared first on Shep Hyken.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Tricia Morris

JANUARY 25, 2016

Notes speaker and New York Times bestselling customer service author Shep Hyken in Microsoft’s 10 Customer Service Trends to Watch in 2016 , “Self-service is trending strong. ——————– Download the eBook: 10 Customer Service. Trends to Watch in 2016. What were their answers?

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40

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. Sophisticated buyer and Chief Marketing Officer of MongoDB, Meagen Eisenberg, provided the A in TOPO Sales Summit 2016 ’s Q&A session. Sales leaders are integral to the success of their teams.

Sales 40

Sales Leadership eBook Call Center 40

QuestionPro Audience

MAY 24, 2018

Now, the online privacy threats that Americans are most concerned about include having personal data stolen (86%), identity theft (85%) —up 10% since 2016, and downloading a virus (84%). This seemed futuristic and unfathomable…in 1995.

Consumers 207

Consumers Data Social Media Study 207

Customer Enthusiast

JANUARY 3, 2016

With the New Year upon us, I was asked by a blogger to comment on trends that will influence customer experience in 2016. It’s true that mobile connectivity is a big deal (and the main reason that you and I have either downloaded the Uber app to our smartphones or know someone who has). Two days later, they were delivered to my home.

How To 40

How To Transportation Social Media Trends 40

ijgolding

MAY 6, 2020

I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. Should you want to use it with your teams, you simply can download it. Or alternatively, you can download the answers here!!! It is a post that demonstrates how hard work, collaboration, resilience, innovation and fun, can combine to power the transformation journey.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 examined many of the facets of a successful sales strategy. Kristina’s talk was just one of eight session in TOPO Summit 2016’s Development track. To access information about the rest, download our TOPO Sales Summit Ebook. About TOPO Sales Summit.

Sales 40

Sales eBook Call Center Strategy 40

AWS Machine Learning

APRIL 16, 2024

If you download the example template and deploy it, you should see that an IAM role has been created. AWSTemplateFormatVersion: "2010-09-09" Transform: AWS::Serverless-2016-10-31 Description: CloudFormation template for book hotel bot. DataPrivacy: ChildDirected: false IdleSessionTTLInSeconds: 300 You can download the updated template.

Management 88

Management Hotels Resources Policies 88

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. Dave’s session was an important talk in TOPO Summit 2016’s Effectiveness track, but it wasn’t the only one! End each day by preparing for tomorrow.

Sales 40

Sales Multi-Channel 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

Clarivate

JANUARY 3, 2023

Starting with 12,160 Research Fronts, representing papers published and cited between 2016 and 2021, the next step was to select the fronts containing core literature that is both highly cited and recent – an indicator of particularly active and fast-moving research. To learn more about these analyses, download both free reports here.

Report 98

Report Analysis Course Leadership 98

Clarivate

NOVEMBER 11, 2021

The following article summarizes key findings from the latest CIRS R&D Briefing, Review of HTA outcomes and timelines in Australia, Canada and Europe 2016-202 0. This global reduction in the number of NAS appraisals had not been observed previously between 2016 to 2019, and so may be related to the COVID-19 pandemic.

Trends 52

Trends Comparison Study Strategy 52

Inbenta

MAY 14, 2021

GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. WhatsApp chatbot and check-in. Still unprecedented in the segment, the platform was launched at the end of last year. Contactless new services.

Airlines 99

Airlines Case Study Chatbots Call Center 99

ShepHyken

JULY 18, 2016

My Comment: I have been fascinated by the popularity of Pokemon Go, the new augmented reality game that kids and adults are downloading onto their smartphones. The post 5 Top Customer Service Articles For the Week of July 18, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken .

Social Media 48

Social Media Customer Service Customer Service Training Culture 48

Clarivate

AUGUST 2, 2022

The CIRS study found that the number of products approved by all six agencies decreased by 23% from 2012-2016 (56 NASs) to 2017-2021 (43 NASs). However, it is worth noting that the proportion of NASs approved by two or more agencies did increase from 2012-2016 to 2017-2021. Download the full briefing here from CIRS.

Trends 98

Trends Strategy Study Healthcare 98

ShepHyken

JULY 11, 2016

My Comment: While this is a press release put out by Maritz, it links to a free download of “The Insider’s Guide to Customer Loyalty.” The post 5 Top Customer Service Articles For the Week of July 11, 2016 appeared first on Shep Hyken. Well worth your attention, especially if you have any type of customer loyalty program.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. Please download the full report for complete details.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

Alida

AUGUST 15, 2016

At the 2016 Asia Pacific Customer Intelligence Summit in Sydney , I had the pleasure of delivering a presentation to 200 client-side market research professionals and their stakeholders from all over the region. had downloaded it. You can also download my e-book Winning the Research Revolution for more information.

Marketing 0

Marketing Customer Centricity Airlines Banking 0

Vonage

JULY 22, 2016

To learn more, download the full report here: www.toistersolutions.com/burnout. Related Posts 5 reasons not to miss Connect 2016 if you’re striving for sales & service excellence. In 2016, getting a competitive advantage requires making this shift. But too many companies fear failed investments.

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

Alida

JUNE 29, 2016

With additional visualization capabilities, Vision Critical customers can create and share insight quickly and easily directly within Sparq—saving hours per study compared to alternate methods of downloading data to external analysis and presentation tools. Create tables and other visualizations without the need to export data.

Communication 140

Communication Data Innovation Analysis 140

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. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs. cloud #cctr solutions empower stronger #CX Click To Tweet. Ready for 2017 and beyond? Start here.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

PeopleMetrics

AUGUST 10, 2016

Here are five highlights from the study, which you can download in full here. #1: To keep learning, download the full report here , or click the image below. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience.

Banking 48

Banking Study Customer Experience Report 48