NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care.

Contact Center 120

Contact Center Connections Conference Case Study 120

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. Since the beginning, I knew there was something unique about this company.

Sales 156

Sales Customer Service Sports Contact Center 156

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. We’ve updated it for 2017. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Trends 147

Trends Customer Experience Wireless Entertainment 147

ShepHyken

SEPTEMBER 11, 2017

A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? A perfect way to open a discussion about some very important customer service topics. One great way to gain a competitive edge is to improve customer experience.

Self Service 82

Self Service Customer Service Customer Service Training Customer Care 82

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. How do you expect customer expectations to change in 2017? 2017 won’t be a year of “one thing changes one time.”

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Prefer the customized recommendations you get from Nordstrom? The more adaptive companies will excel at keeping pace with their customers’ changing needs.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

ShepHyken

MAY 29, 2017

How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. Great service starts on the inside with employees being treated the way a customer should be treated. by Nicolas Maechler.

Customer Service 97

Customer Service Airlines Chatbots Resources 97

ShepHyken

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

Experience Investigators by 360Connext

JANUARY 23, 2024

71% of consumers expect companies to deliver personalized experiences, according to McKinsey. Tailor those offers and watch your customers smile! DIY Customer Service Self-Service is a Hit : The last several years have led customers to prefer self-service over speaking to a company representative.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. About Blue Ocean.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. 10 Insights from Customer Care Experts & Influencers by CGS. Why Visual Support is the Future of Customer Service by Robert C.

Customer Service 64

Customer Service Net Promoter Score Self Service NPS 64

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

ShepHyken

JANUARY 2, 2017

3 Important Lessons of Social Customer Service on Twitter From 2016 by Lauren Kamp. Salesforce) Every year, companies must put customers first, and this year was no exception. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. Follow on Twitter: @Hyken.

Self Service 76

Self Service Customer Service Social Media Feedback 76

BlueOcean

JANUARY 21, 2019

Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service. The company received a Bronze Stevie in the same category in 2017. About Blue Ocean.

Customer Service 204

Customer Service Insurance Conference Customer Care 204

ShepHyken

MARCH 20, 2017

As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. My Comment: One of the more powerful customer loyalty strategies a company (any company, not just retailers) can have is to be able to market to and add value to the customer through their mobile number.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

DECEMBER 18, 2017

The focus is on both the acquisition of a new customer as well as the retention of that customer. The Customer Experience Effect: A Look at We Learned in 2017 and What’s Ahead by Liliana Petrova. Good examples to get us thinking about how to better connect with our customers. Follow on Twitter: @Hyken.

Customer Journeys 79

Customer Journeys Customer Service Infographics Innovation 79

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. There are several ways that companies intend to reduce friction for customers, and; one of those ways is by through reducing friction for agents.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102

ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. If a company doesn’t have a presence on Twitter, they are missing a huge opportunity, and this article is proof of that. 3 Tips for Successful Social Customer Service by Krysta Gahagen. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Social Media Retail Transportation 83

Magellan Solutions

JUNE 13, 2020

Companies that outsource live chat support are at the forefront of customer service. In fact, live chat outsourcing is winning the customer support race. Companies That Outsource Live Chat Support. The number of companies that outsource live chat has grown over the years. Harvey Norman.

Company 52

Company Retail Ecommerce Apparel 52

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Trends 171

Trends Customer Experience Wireless Entertainment 171

Provide Support

MARCH 23, 2017

10 Signs of a Company That Really Cares About Customers. Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Read more.

Company 68

Company Customers Customer Service Customer Care 68

ShepHyken

AUGUST 14, 2017

(Forbes) On the heels of several recent high-profile customer service debacles in the airline industry, it’s clear that how you treat your customers can make or break your company and its reputation. From legacy giants to the booming on-demand economy, fast and intelligent customer service has never been more crucial.

Customer Service 80

Customer Service Retail Airlines Innovation 80

ShepHyken

JUNE 12, 2017

(Jitbit) We reached out to 27 professionals leading support teams of all sizes at companies like Zapier, and asked them the following question: Can you list 2-3 customer support metrics you use to measure performance in the following areas: 1. Individual agent metric 2. ” Great reading and great information!

Customer Service 78

Customer Service Infographics Metrics Loyalty 78

Stella Connect

JUNE 5, 2017

Conversocial makes social customer care look effortless. Leading global brands from Audi to Alaska Airlines rely on Conversocial to assign the right agent at the right time, resolve customer issues in real time, simplify case management, and strengthen customer relationships. See You at CCW 2017! Conversocial.

Call Center 40

Call Center Contact Center Conference CRM 40

C3Centricity

SEPTEMBER 16, 2019

I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having. My regular searches include customer service, customer satisfaction, customer care and similar topic areas. adds value to a company.

Customer Centricity 136

Customer Centricity Measurement How To Customer Satisfaction 136

BlueOcean

FEBRUARY 25, 2019

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. The company won a Bronze Stevie in the same category in 2017. About Blue Ocean.

Customer Service 136

Customer Service Effort Score Contact Center Insurance 136

ShepHyken

AUGUST 17, 2021

When you consider the different scenarios that individuals are put in, dealing with different contacts every day, they have a lot of people they have to interact with, whether that’s the customer directly or the supervisor at the company they’re supporting. in 2017 after 10 years with the company in senior leadership roles.

Virtual Call Center 103

Virtual Call Center Customer Service Representative Call Center Leadership 103

ShepHyken

FEBRUARY 6, 2017

My Comment: Too many times a company (and employees of the company) focus on the outside customer and forget about the internal customer. The best companies know better. This excellent article on internal customer service shares seven ways to build trust with your employees. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Social Media Loyalty Tips 48

Comm100

SEPTEMBER 6, 2022

Just like how every live chat agent is different, every company’s needs will be different. We have laid out several factors for you to consider when planning your live chat and deciding how many live chat agents your company should hire. Let’s look, for example, at companies A and B. How Many Visitors do you Receive Daily?

Guidelines 223

Guidelines Customer Satisfaction Report Average Handle Time 223

ShepHyken

AUGUST 7, 2017

It is a way to gain insight from customers and an advantage over your competition. Ignite My Company) Although chatbots have been around for a while, within the past year there’s been a surge in interest and usage. There have been more and more companies offering bot building services, website integrations, and developer tools.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Trends 100

Trends Customer Experience Wireless Entertainment 100

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Magellan Solutions

JULY 5, 2021

Let’s take a look at the best and worst Philippines Call Center Companies this 2021. There are more than 700 Philippines call center companies – many of which work specifically for small and medium enterprises. As a result, it might be hard for any start-up business owner to look for the right BPO company for their operation. .

Call Center 40

Call Center Company Omni-Channel e-support 40

C3Centricity

DECEMBER 3, 2018

74% of consumers have spent more due to good customer service (Source: Entechus.com). 89% of consumers have stopped doing business with a company after experiencing poor customer service. Source: RightNow Customer Experience Impact Report). Source: Customers 2020 Report). in 2017, down from a 2.2%

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

CSM Magazine

SEPTEMBER 16, 2022

For customer care teams, a new McKinsey report paints a stark reality. With app-free visual support software, agents can efficiently diagnose customer concerns at scale. With app-free visual support software, agents can efficiently diagnose customer concerns at scale. One solution: make sure teams have the right tech.

Telecommunications 52

Telecommunications Video Customer Care Customers 52

Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Betty Doyle, Sr. Learn more or try for free. This eLearning is super easy!

Training 40

Training Customer Service Ecommerce Customer Care 40