CSM Magazine

AUGUST 7, 2023

Crucial Engineering is underpinning a UK-wide expansion of its aluminium and automation business with the BigChange job management system which live links field engineers to back-office support staff using a mobile app. “Using BigChange we have had the working practices and management structure of a much bigger company from the start.

System 52

System Management Customer Relationship Management CRM 52

Oracle

FEBRUARY 5, 2019

In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention. What CX Leaders LOVE in 2019. It’s measuring customer experience in tasks, rather than in how the company changes its behavior.

Customer Experience 92

Customer Experience Leadership Customer Journeys Customers 92

Avaya

MARCH 19, 2019

Hristiyana Ivanova is the Assistant Operations Manager for C3i Solutions’ Global Service Delivery and Digital Experiences team. This blog was first published Jan 31, 2019 on the C3i Solutions blog. It’s time to prepare for the growth of digital and social in customer care in 2019. Social Media for Customer Care.

Social Media 45

Social Media Poor Customer Service Customer Care Trends 45

NetBase

JULY 25, 2019

Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. And, in turn, they’re able to connect meaningfully with segments instead of just capturing (and speaking to) surface insights. manage their customer care.

Social Media 65

Social Media Report Survey Marketing 65

NetBase

DECEMBER 13, 2019

Brands reaching these media-connected consumers have advanced social analytics informing strategic outreach decisions. Unless your audience is very old (and exclusively, very old) it’s a safe assumption that a substantial portion of your potential customer base is spending a good bit of time online. And for good reason.

Analytics 52

Analytics Consumers Connections Advertising 52

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. Each year, we publish our list of top customer experience (CX) trends —our on-the-ground forecast of how BPO partners will be called on to cost-effectively address the next year’s CX and service needs. But some would say our industry is hitting its stride.

Trends 40

Trends Self Service Customer Experience Social Media 40

Comm100

MAY 20, 2022

Thanks to its speed and convenience, live chat software empowers agents to provide the type and quality of support that today’s consumers need, all while: Reducing operational costs Improving efficiency Increasing availability Building stronger connections and Improving customer satisfaction (CSAT). Reduce support costs.

Software 194

Software Wait Times Multi-Channel Consumers 194

Lithium

DECEMBER 28, 2020

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? So how can your brand stand out in the areas your customers care about? Paid social media is vital for getting your products in front of your prospects and customers today.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 102

Customer Experience Self Service Advertising Customer Expectations 102

SurveySparrow

NOVEMBER 28, 2019

We just can’t stop talking about the sensational cx conferences that 2019 exhibited. Also, the sessions will cover topics like finance, supply chain, employee engagement, talent management, robotics, blockchain, and digital transformation and much more. Who should Attend: CX managers, Board members, CEOs.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

Lithium

SEPTEMBER 12, 2019

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? So how can your brand stand out in the areas your customers care about? Paid social media is vital for getting your products in front of your prospects and customers today.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Lithium

SEPTEMBER 12, 2019

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? So how can your brand stand out in the areas your customers care about? Paid social media is vital for getting your products in front of your prospects and customers today.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Magellan Solutions

MAY 3, 2022

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor.

Call Center 81

Call Center Company Telecommunications Banking 81

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. Both in 2018 and 2019, we polled CCW attendees about the critical issues they’re facing in two overarching categories: agent challenges and operational challenges. of the critical issues they’re facing.

Contact Center 60

Contact Center Culture Conference Call Center 60

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

NetBase

MARCH 10, 2020

Customer care is a must, of course – but it’s pretty boring to talk about. Unexpected insight has a way of raising brand managers’ adrenaline levels. Spending around sustainability efforts were through the roof in 2019. In 2019, there was a $166.2M Not so with trends. Here’s why! Exploring the “What Ifs”.

Trends 56

Trends Brands Ecommerce Automotive 56

ShepHyken

DECEMBER 24, 2018

After being rude and hanging up on the customer, the manager stepped in and gave support – to the customer and the employee. This story sets up an important lesson that reinforces the power that managers and leaders have to influence (positively) an employee’s future. This article focuses on empowerment.

e-support 91

e-support Customer Service Loyalty Data 91

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. According to a 2019 study by researchers at Yale University, flexibility was the main driver among gig workers.

How To 105

How To Policies Tips Contact Center 105

ShepHyken

JANUARY 18, 2019

Time to start planning for your 2019 customer experience initiatives. Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole?

Customer Experience 96

Customer Experience Contact Center Airlines Average Handle Time 96

SurveySparrow

NOVEMBER 28, 2019

We just can’t stop talking about the sensational cx conferences that 2019 exhibited. Also, the sessions will cover topics like finance, supply chain, employee engagement, talent management, robotics, blockchain, and digital transformation and much more. Who should Attend: CX managers, Board members, CEOs.

Conference 52

Conference Customer Experience Customer Journeys Omni-Channel 52

NobelBiz

JUNE 29, 2021

The “touchpoints” with the firm or brand, which define the customer journey, determine how customers connect with a brand or company through various channels. Techniques are emerging to better satisfy customer expectations before, during, and after the purchase/use, whether it’s before, during, or after the purchase/use.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

Lithium

AUGUST 28, 2019

As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. To get going with these new enhancements, simply connect with your account executive. Branded In-App Messaging.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Lithium

AUGUST 28, 2019

As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. To get going with these new enhancements, simply connect with your account executive. Branded In-App Messaging.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Lithium

AUGUST 28, 2019

As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. To get going with these new enhancements, simply connect with your account executive. Branded In-App Messaging.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Lithium

JULY 8, 2019

As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. To get going with these new enhancements, simply connect with your account executive. Branded In-App Messaging.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Magellan Solutions

MAY 6, 2020

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor.

Call Center 52

Call Center Company Telecommunications Banking 52

Clarabridge

MAY 11, 2018

We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience. Don’t worry, we’ll be back in 2019!

Self Service 40

Self Service Social Media Healthcare Conference 40

Team HGS

SEPTEMBER 30, 2019

By Scott Yates, General Manager, HGS. In the competitive marketplace, brands need a strong narrative to connect to customers—one that engages with empathy and bridges values, preferences—even lifestyle—of company and consumers. Increasingly, brands are leaning on us to help them with their social media customer care.

Brands 40

Brands Social Media Contact Center Healthcare 40

NetBase

JUNE 26, 2019

The desire to be consistently, relevantly active online gnaws at every brand manager when they should be sleeping, as s/he understands how crucial social media marketing (and its corresponding analytics) are to a brand’s overall online well-being. For example, in 2019, it is estimated that there will be around 2.77

Social Media 56

Social Media Analytics ROI Course 56

Opinionator

JULY 21, 2019

A detailed article from The Journal of Retailing from May 2019 reviewed the following question: Do Mystery Shoppers Really Predict Customer Satisfaction and Sales Performance? Their conclusions are startling : We observe a low correlation between Mystery Shopper assessments and evaluations of customers. Don’t believe me?

Return on Investment 69

Return on Investment Retail Feedback Effort Score 69

Qualtrics

DECEMBER 3, 2021

Read our analysis of why labor shortages have come about, and our tips for encouraging the labor force while protecting your customer experience. Use experience management to ensure customers don’t feel the fallout of global crises. Not only that, but customers care more about employee experience than ever.

Customer Experience 49

Customer Experience How To Employee Experience Hospitality 49

ShepHyken

OCTOBER 1, 2019

It allows for exceptional customer care. Find ways to provide your customers with fast and frictionless service. Give your customers the ability to connect with you the way they want to, not the way you want them to. The Calabrio Customer Connect (C3) conference takes place on October 13-16, 2019 in San Antonio.

Self Service 20

Self Service Contact Center Conference Trends 20

SurveySparrow

JANUARY 5, 2021

It’s vital to measure the experience you create for your employees and customers, even if you don’t get any immediate returns by enhancing the overall experience. . Returns on employee experience mean having the proper employees’ experience management strategy to improve their employee journey.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

SurveySparrow

SEPTEMBER 29, 2020

That’s bad customer support. . The brand ensures that customers are satisfied, even if that means that customer care gets through fewer calls than they would if they rushed. In one instance, Steven Weinstein, an employee at Zappos, spoke to a customer for a record 10 hours and 43 minutes with a caller!

Policies 59

Policies e-support Customers Examples 59

NetBase

MAY 17, 2019

They planned exclusive mixology events in hip neighborhoods and venues, offering cocktail instruction by Hennessy mixologists and brand ambassadors, weaving in the history of Hennessy and cognac to connect the experience to the brand’s lengthy tradition. Is creating experiences enough to win you loyal customers for life?

Customer Care 52

Customer Care Engagement Fashion Social Media 52

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132