Tricia Morris

JUNE 13, 2016

Here are three striking sneak-peek statistics from Microsoft’s 2016 State of Global Customer Service Report and we welcome you to join us for the full report reveal. Get the Report. Join Microsoft general manager of customer service solutions Bill Patterson on June 14, 2016 for this sneak peek of the fascinating results.

Report 40

Report Customer Service Self Service Social Media 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

QuestionPro Audience

AUGUST 3, 2018

Buying a car used to be a rite of passage in an American’s life, but after seven straight years of growth in new vehicle sales, 2017 reported a decline of 1.8% , with 17.2 According to a recent report from AutoTrader, the average car buyer spends 14 ½ hours total shopping for their next vehicle. million cars and trucks sold.

Consumers 199

Consumers Study Report Sales 199

QuestionPro Audience

JUNE 21, 2018

Over the past year, reports found that dollar sales for hot dog and hamburger buns dropped 1.2% According to Mintel’s 2018 Summer Food and Drink Trend Report , vegan barbecue is on the rise. The report found that 33% of U.S. The report found that 33% of U.S. HOT DIGGITY-DOG. VEGAN OR BUST. over the past year. .

Consumers 223

Consumers Trends Industry Report 223

Magellan Solutions

AUGUST 1, 2022

Technological advancements may slow the growth of some low-end services, perhaps lowering the required manpower from 525,000 FTEs in 2016 to roughly 482,000 FTEs by 2022. The number of mid-skilled jobs is expected to increase from 452,000 FTEs in 2016 to 840,000 FTEs by 2022. percent from 2016 to 2022 hitting US$ 38.9

Report 40

Report Industry Government Healthcare 40

Help.com

MARCH 14, 2016

Only those with access to that account can take advantage of deals like early access and sales. A photo posted by Everlane (@everlane) on Jan 29, 2016 at 1:31pm PST. “By With more and more customers turning to social media to report product bugs or issues, it’s important to have an active brand presence on all major platforms.

Customer Engagement 114

Customer Engagement Engagement Tips Social Media 114

CSM Magazine

SEPTEMBER 12, 2023

Mitzner also served as VP of Marketing for SendGrid, where he helped grow sales from a $20M to $110M annual run rate. His contributions ranged from driving product market fit, persona development, and product messaging to leading a successful rebranding effort for the company in 2016.

Training 59

Training Telecommunications Marketing Contact Center 59

Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. February 9-11 - SaaStr Annual 2016. Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. May 10-12 - Pulse 2016 Conference. Have a suggested link we should add?

Resources 80

Resources Customer Success Customers Customer Retention 80

Answer Dash

JUNE 12, 2018

Customer expectations are at an all-time high, according to the Salesforce State of the Connected Customer report, released this week. In fact, said Ashfar, in 2016, the issue of trust wasn’t even on the radar. This year, 62 percent of customers said they are more afraid of their data being compromised than they were two years ago.

Customer Expectations 61

Customer Expectations Report Self Service Customer Service Representative 61

Tricia Morris

JULY 18, 2016

As a bonus to our polling, we also found some fascinating trends related to age groups, and we’re excited to share those with you as part of this year’s State of Global Customer Service Report. With the on-demand webinar, you’ll receive a copy of the full 23-page report.

Infographics 40

Infographics Customer Service Trends Report 40

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. She shared the new report, The Microsoft Global State of Customer Service. You will have to fill out a form to get the report, but I promise you it is worth it. There were 5,000 consumers interviewed throughout the world.

Net Promoter Score 74

Net Promoter Score Customer Service NPS Report 74

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. 5 Ways to Spend the Weekend in SF Before Opentalk 2016. Zuora CEO Tien Tzuo Shares Insights at Opentalk 2016. Exciting Talkdesk Product Announcements at Opentalk 2016. May 17th is finally here!

Social Media 40

Social Media Omni-Channel Conference Call Center 40

QuestionPro Audience

MAY 25, 2018

According to AAA’s Leisure Travel Report, airfares are 7% lower than last Memorial Day, with an average price of $168 for a round-trip flight. Last year, beef sales generated $778 million , followed by chicken with sales of $362 million, and pork came in third at $207 million. An estimated 41.5 88% plan to travel by car, 7.5%

Apparel 150

Apparel Travel Hotels Transportation 150

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. Introducing chat changes this – delivering increased sales in these four key ways.

Trends 48

Trends Customer Service Contact Center Analysis 48

Experience Matters

DECEMBER 9, 2016

Not only does a good response to a bad experience cut down on sales loss, but it also increases loyalty for some customers. In the Temkin Group report What Happens After a Good or Bad Experience, 2016, we […]. Lots of people talk about the power of service recovery, and now we have the data to prove its value.

Loyalty 120

Loyalty Groups Report Sales 120

QuestionPro Audience

JUNE 22, 2018

pet industry has been growing year after year, with overall sales of pet products and services rising 5% in 2017. In a win for brick-and-mortar stores, the Consumer Technology Association report found that most pet owners discover and plan to shop to pet technology in brick-and-mortar stores.

Industry 207

Industry Retail Technology Study 207

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. Back in September, Salesforce revealed their new Winter ‘17 Release featuring a new look for Lightning, as well as hundreds of enhancements for Sales Cloud and Service Cloud.

Contact Center Software 40

Contact Center Software Contact Center Conference Software 40

Natalie Petouhof

MAY 9, 2016

In fact, 67% of a decision on what to buy in B2B sales is completed before the customer even talks to a sales person. When companies put their data in the cloud they are able to aggregate more data in a single location creating convenience for marketing, sales and customer service in a very data-driven world.

Conference 40

Conference Report Social Media Case Study 40

Natalie Petouhof

DECEMBER 13, 2016

Tweet Using data from NCWIT , Anita Borg Institute and Deloitte , the report evaluates whether there have been any improvements for women in tech in 2016 and what this means going forward. In 2013, The Muse, in association with Women in Tech, published a report reflecting the huge potential of female entrepreneurs and employees.

Study 40

Study Technology Leadership Report 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. Read this report to get a better understanding of the importance of using social media as a way to connect with your customers. Steve DiGioia shares some nice ideas about the importance pretending to be your own customer.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

QuestionPro Audience

APRIL 6, 2018

ad agencies are not at risk of becoming obsolete, reportedly bringing in over $48 billion in 2016 and employing over 200,000 people, but the growth in this industry is slowing. With more and more big brands like Sprint, Netflix, and L’Oreal cutting their agencies to take their advertising in-house, ad agencies are scrambling to re-route.

Advertising 207

Advertising Consumers Marketing Customer Journeys 207

Talkdesk

MAY 31, 2016

Our inaugural summit, Opentalk 2016, explored the of the future of customer experience. We are thrilled to announce the winners of Talkdesk’s 2016 Customer Awards. 2016 is the first year that we are handing out Talkdesk Customer Awards. Sales Leader of the Year. Winner: Rev. Partner of the Year.

Customer Centricity 40

Customer Centricity Effort Score Case Study Innovation 40

QuestionPro Audience

FEBRUARY 16, 2018

The American Pet Products Association (APPA) reports Americans spent $17 billion on their pets in 1994. By 2016, spending nearly quadrupled to $62.75 billion, and by 2020, it is predicted to reach $96 billion in sales. Currently, 68% of U.S. households own a pet, which equates to about 84.6 million homes.

Industry 199

Industry Trends Insurance Exercises 199

Michel Falcon Experience

NOVEMBER 8, 2015

As 2016 nears, have you started to map out your customer experience strategy for next year? Will 2016 be the year that you fully commit to improving your customer experience? Know that your customer experience is only going to get better with action and it deserves the exact same attention that marketing and sales receives.

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

Win the Customer

JULY 13, 2016

’s largest chain store, has decided to stop playing music in its stores following feedback from customers, the retailer announced at the end of May 2016. These retailers’ move away from muzak reflects an awareness of the impact subtle psychological elements of store atmosphere can have on sales.

Sales 52

Sales Apparel Retail Policies 52

NICE inContact

OCTOBER 17, 2018

billion in annual sales (2016). By implementing several integrated CXone products—CXone Omnichannel Routing, CXone Workforce Management Enterprise, CXone Reporting and CXone Quality Management Enterprise—Mattress Firm has seen significant results. But the Houston-based company was losing sleep over its two contact centers.

Average Handle Time 121

Average Handle Time Contact Center Omni-Channel Retail 121

QuestionPro Audience

FEBRUARY 15, 2018

CAREGIVING The caregiving market is expected to reach $72 billion by 2020, according to a report from AARP , with a total spend on caregiving from 2016 through 2020 expected to reach $279 billion. Evelo, an electric bike company, targeted the boomer market and saw a surge in sales.

Company 186

Company Travel Comparison Social Media 186

ShepHyken

JANUARY 14, 2024

Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. My Comment: I love that Rolling Stone has gone beyond reporting on music and includes customer service and CX articles in its online publication.

Customer Service 57

Customer Service Retail Consumers Metrics 57

Win the Customer

SEPTEMBER 5, 2017

Rapidly increasing threats, both in person and online, are driving a demand for business security systems, according to the latest report by Markets and Markets. billion in 2016, will expand at a compound annual growth rate of 10.16 billion by 2022, the report projects. Generating Marketing and Sales Data. retailers $45.2

System 115

System Policies Retail Social Media 115

ShepHyken

JANUARY 14, 2024

Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. My Comment: I love that Rolling Stone has gone beyond reporting on music and includes customer service and CX articles in its online publication.

Customer Service 55

Customer Service Retail Consumers Metrics 55

ShepHyken

DECEMBER 5, 2016

Travel Market Report) The lodging industry’s efforts to “own the customer” with direct deals are worrying some travel agents, who are concerned that special offers will shift their clients’ loyalties. This is especially important in retail as mobile sales on Black Friday exceeded one billion dollars. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 48

Kristina Evey

JULY 5, 2018

in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. according to Markets and Markets 2015 report. Back in 2015, customer relationships were ranked =THIRD of top challenges for CEOs, stated by AMA in 2016. Start with your sales in the last 12 months or fiscal year. in 2014, $3.7

Customer Experience 120

Customer Experience Lifetime Customer Tips Sales 120

Kristina Evey

JULY 5, 2018

in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. according to Markets and Markets 2015 report. Back in 2015, customer relationships were ranked =THIRD of top challenges for CEOs, stated by AMA in 2016. Start with your sales in the last 12 months or fiscal year. in 2014, $3.7

Customer Experience 120

Customer Experience Lifetime Customer Tips Sales 120

TechSee

APRIL 10, 2018

The value of BPOs embracing technology is underscored by Accenture’s High Performance BPO Report , which highlights that BPO relationships which deliver true business value use technology as a source of innovation and advantage, rather than to simply provide the delivery infrastructure. Customer-Driven Opportunity. Capturing the opportunity.

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

Comm100

DECEMBER 16, 2019

Report: 2019 Live Chat Benchmark Report. Whether you’re embarking on a live chat project for the first time, or you’re wondering how your program is doing, this report is a great way to see how you stack up against others in your industry and stay ahead of the curve. Webinar: AI and Bots: Are you ready?

eBook 130

eBook Chatbots Infographics ROI 130

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. The first thing that stands out is the overall and daily motivations for CSRs.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

C3Centricity

DECEMBER 3, 2018

Source: RightNow Customer Experience Impact Report). Source: Customers 2020 Report). According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. SOURCE: ESOMAR Global MR Report 2018. (Source: CEI Survey). Source: Bain & Co).

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149