NICE inContact

MAY 9, 2017

As diligent managers and engineers of the Interactive Voice Response (IVR), we have a critical role in identifying and handling the tasks and subtasks that comprise the IVR. I want to share three keys for improving Interactive Voice Response for effectiveness. First, optimize repetitive subtasks.

Interaction 136

Interaction Abandon Rate Video Metrics 136

NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of contact center interactions, across all channels.

Net Promoter Score 120

Net Promoter Score Multi-Channel Contact Center Customer Experience 120

BlueOcean

JULY 5, 2016

With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? Consider these statistics: Twitter reports that customer service interactions have increased 250% in the last two years. The Facts About Social Customer Care.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. are on track to overtake phone interactions by the start of 2017.

Contact Center 100

Contact Center Report Banking eBook 100

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” It is through “otherness” and service that we matter!

Social Media 100

Social Media Government System Consumers 100

CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. And how many other companies have you interacted with since then? CX Network recently published The Global State of Customer Experience 2016.

Omni-Channel 80

Omni-Channel ROI Culture Trends 80

Experience Matters

SEPTEMBER 29, 2016

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough.

Contact Center 120

Contact Center Interaction Loyalty Trends 120

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The second concept for customer integration is the idea that you need to think about your customer insights when you are designing the interactions with customers.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The second concept for customer integration is the idea that you need to think about your customer insights when you are designing the interactions with customers.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

InMoment XI

MAY 4, 2022

Think about voice of the customer (VoC) for a moment, and how often feedback comes from a post-interaction customer satisfaction survey, whether it’s an automated phone call or email. In a 2016 post Talkdesk , a provider of call center solutions, reported the yearly turnover as 30-45%, double or triple that of all U.S.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

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

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

COPC

AUGUST 18, 2016

The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new content in 2016. The Alternative Channel Customer Journey section explores consumer experiences within Interactive, Social Media and Mobile Care channels — collectively known as “alternative channels.”.

Consumers 40

Consumers Social Media Survey Customer Journeys 40

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. It’s defined by interactions between brand and customers. Their exposure to the world has been almost completely different to generations before them and, consequently, how they interact with people and deal with problems is different.

Net Promoter Score 74

Net Promoter Score Customer Service NPS Report 74

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. Published on: January 12, 2017. What do the findings mean for companies?

Trends 48

Trends Customer Service Contact Center Analysis 48

OpinionLab

AUGUST 23, 2016

How else can you gain a deep understanding of how they interact with you and their expectations surrounding those interactions? The post Four key themes from eTail East 2016 appeared first on OpinionLab. Theme 3: Focus on what helps your customers, not what’s cool. Innovation is imperative in a hyper-competitive digital world.

Customer Journeys 60

Customer Journeys Apparel Omni-Channel Retail 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

Tricia Morris

JUNE 17, 2016

Microsoft’s 2016 State of Global Customer Service Report shows that globally, 55% of consumers’ customer service interactions now begin online rather than on the phone or in person. Of those online interactions, 28% now typically begin on a mobile device. Get the 2016 State of Global Customer Service Report.

Interaction 40

Interaction Self Service Customer Service Report 40

NICE inContact

FEBRUARY 29, 2016

These interactions will include both voice communications and two-way digital information displayed on mobile devices, all of which will be recorded and stored in compliance with HIPAA standards.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

COPC

NOVEMBER 3, 2016

and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. While the preference for Traditional Care remains strong, there was a slight pullback in 2016. Each year COPC Inc.

Customer Care 40

Customer Care Consumers Multi-Channel Social Media 40

Kate Nasser

DECEMBER 30, 2015

People skills global Twitter chat starts its 4th year w/ the topic discovery and interaction. 3rd, 2016 10amET/3pmGMT. The post Discovery and Interaction: JOIN #Peopleskills Chat Jan. JOIN The People Skills Coach™ & community to share your views. 3rd 10amET appeared first on KateNasser.com.

Interaction 40

Interaction Communication 40

Beyond Philosophy

FEBRUARY 14, 2020

One of the other ways social media changed our lives is in how we interact with brands. Conversational Commerce was conceived in 2016 by the inventor of the hashtag, Chris Messina. It describes how we interact with brands over several different channels in various ways, including social media.

Trends 195

Trends Technology Social Media Interaction 195

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Most audaciously, Tzuo and Mehta argued that the term “customer” is outdated because it suggests a one-sided interaction. We’ll be posting more about Opentalk 2016, with rundowns of all the panels and insights into all the happenings. Omnichannel.

Self Service 40

Self Service Omni-Channel Customer Centricity NPS 40

Conversocial

MAY 4, 2021

In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence.

Brands 111

Brands Trends Consumers Interaction 111

QuestionPro Audience

MARCH 30, 2018

increase from 2016. Additionally, the 2017 NCAA Tournament was the most-watched in 24 years , with an average of 9,325,000 million viewers, up 10% from 2016 (8,513,000). Wendy’s is running an interactive bracket on their social channels, with fans able to earn rewards and exclusive offers each week.

Brands 191

Brands Sports Advertising Social Media 191

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Companies will recognize this opportunity and dramatically increase their focus on emotion in 2016. Effort Metric Expanding. Customer Journey Designing.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

ShepHyken

JUNE 20, 2016

Information Age) AI is increasingly being used to complement customer-brand interactions – what steps companies can take to harness this disruptive technology? The post 5 Top Customer Service Articles For the Week of June 20, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

Tricia Morris

JANUARY 25, 2016

As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place.

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40

Vonage

AUGUST 30, 2016

We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details. Here are just a few ways you can connect with NewVoiceMedia at Dreamforce 2016. . And this year promises to be our biggest Dreamforce yet.

Sales 215

Sales Customer Confidence Connections Tips 215

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

Alida

DECEMBER 1, 2016

The study, released in November 2016, showed that fintech adoption is particularly high in emerging markets like China and India. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Focusing on customer interactions. billion in funding. The impact on customer experience must be a major consideration.

Customer Experience 193

Customer Experience Financial Banking Culture 193

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. The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab.

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. The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab.

Innovation 60

Innovation Return on Investment Airlines Study 60

BirdEye

FEBRUARY 2, 2023

About Cube Founded in 2016, Cube Online is Australia’s leading customer experience platform and it helps thousands of local brands and businesses be found online, generate reviews, monitor and post on social media, and holistically view all customer touchpoints. Today, 100K businesses use Birdeye for digital interactions with 100M consumers.

Social Media 98

Social Media Innovation Touchpoint Culture 98

ShepHyken

NOVEMBER 28, 2016

TechZone360) AI is also transforming the way companies interact with customers. Recent research found that as of 2016, almost 90 per cent of companies believe they are competing mostly on customer experience, as opposed to only 36 per cent at the start of the decade. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Social Media Customer Service Training Sales 48

Comm100

NOVEMBER 29, 2021

The survey results confirm the rapid shift toward interacting with customers through digital channels… Respondents are three times likelier now than before the crisis to say that at least 80 percent of their customer interactions are digital in nature.”. 70 per interaction. Live chat is at the core of this movement.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

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. We call this new reality “ the visual economy ,” and in it, product imagery and interaction along the purchase journey is as important to consumers as the product itself.

Ecommerce 249

Ecommerce Social Media Competitive Advantage Study 249