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

NetBase

DECEMBER 3, 2019

Why are very obvious customer needs and wants left unmet in many categories? The 2019 Consumer Experience Analytics Report: EMEA has answers! And the verticals include technology; media and entertainment; consumer products; banking and finance; health and pharmaceutical; and, retail. Qualify and act on customer leads.

Report 52

Report Analytics Entertainment Survey 52

NetBase

DECEMBER 13, 2019

Most potential consumers are scrolling through online content for a good portion of their day. Brands reaching these media-connected consumers have advanced social analytics informing strategic outreach decisions. Media-connected consumers are online overall an average of 6.5 Customer Experience is Everything.

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

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. Customer Service will become increasingly AI-driven.

Trends 136

Trends Customer Service Self Service Contact Center 136

Team HGS

JULY 16, 2019

Using AI to Solve Problems and Surprise and Delight Your Consumers. By Andrew Kokes, HGS Senior Vice President, Global Head of Marketing. It may be counterintuitive, but customer problems can represent a brand’s biggest opportunity. Nothing is more authentic than demonstrating you understand and care about your customers.

Consumers 40

Consumers Social Media Customer Care Interaction 40

NetBase

NOVEMBER 20, 2019

Tis’ the season to discover what consumers are clamoring for and then sort out how to offer it! Our latest Social Media Industry Report 2019: Holiday Gifts: Gen Z & Millennial Picks shares that exact intel. This sets a high bar for brands from a customer experience standpoint. Consistently. Don’t be that second-best choice!

Fashion 40

Fashion Report Social Media Groups 40

Comm100

MAY 20, 2022

Customer service expectations have never been higher. Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. People expect fast customer service. 31% of U.S.

Software 180

Software Wait Times Multi-Channel Consumers 180

NetBase

APRIL 25, 2019

But the tools below – updated for 2019 – will surely get you started. If sales are up or down, social data – i.e., consumers talking to you on social media – tells you why. How are you doing with customer care? What do consumers want from brands in your category moving forward? Why perform a social audit?

Social Media 66

Social Media Tools Multi-Channel Analytics 66

BlueOcean

AUGUST 9, 2021

Simply request pricing for our outsourced customer care solution. 84% of contact centers around the globe already have some capability in data analytics as it relates to the customer experience, particularly in the realm of data collection. Contact Center Data Analytics. Artificial Intelligence in the Contact Center.

Contact Center 156

Contact Center Technology Self Service Analytics 156

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. Customers expect constant innovation.

Customer Experience 97

Customer Experience Self Service Advertising Customer Expectations 97

NetBase

OCTOBER 5, 2018

So why are brands missing so many opportunities on the customer experience analytics front? The 2018 Consumer Experience Analytics Report highlights the ways brands are on target – and the areas where they need to better their aim. Customer Satisfaction Tops the Priority List. And that is what brands need to remember.

Omni-Channel 45

Omni-Channel Analytics Consumers Report 45

NetBase

NOVEMBER 20, 2019

Tis’ the season to discover what consumers are clamoring for and then sort out how to offer it! Our latest Social Media Industry Report 2019: Holiday Gifts: Gen Z & Millennial Picks shares that exact intel. This sets a high bar for brands from a customer experience standpoint. Consistently. Don’t be that second-best choice!

Fashion 40

Fashion Report Social Media Groups 40

ClientSuccess

JULY 23, 2019

It used to be that agents were hired based on their expertise in one particular customer service channel. Customer care agents today are crossed-trained for expertise in all customer engagement mediums including social media, email, chat, phone and text. Customer Service Via Social Media.

Self Service 40

Self Service Trends Customer Service Social Media 40

Currency Alliance

JUNE 19, 2019

Fears and misunderstandings (as well as some very real obstacles), which used to pervade the whole loyalty industry, are now being picked off by one pioneering brand after another, as the untapped potential of a more open, collaborative future for loyalty marketing becomes ever more clear. Looking beyond transactional rewards.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

NetBase

MARCH 10, 2020

Customer care is a must, of course – but it’s pretty boring to talk about. What if there was a tool able to harness consumer and market intelligence, gathered from an amazing array of sources. What if there was a tool able to harness consumer and market intelligence, gathered from an amazing array of sources.

Trends 56

Trends Brands Ecommerce Automotive 56

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. See consumer posts or threads within the past day, or as far back as a year.

Social Media 99

Social Media Analytics Tools Marketing 99

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. See consumer posts or threads within the past day, or as far back as a year.

Social Media 85

Social Media Analytics Tools Marketing 85

Magellan Solutions

MAY 3, 2022

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. The patterns and needs of customers dictate the direction of the market. Telefónica.

Call Center 81

Call Center Company Telecommunications Banking 81

TechSee

JULY 31, 2019

The market is expected to grow from USD 10.9 billion in 2019 to USD 17.4 This is generally carried out by humans, a time-consuming, expensive and often inaccurate process. Computer Vision can be a force multiplier in retail, providing valuable insights into customer behavior and aiding both upselling and cross selling.

Self Service 149

Self Service Automotive Healthcare Retail 149

Lithium

JUNE 17, 2019

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. Increasingly, the insights gathered from social marketing have begun to have a much greater impact on how the broader organization operates.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

JUNE 17, 2019

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. Increasingly, the insights gathered from social marketing have begun to have a much greater impact on how the broader organization operates.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

JUNE 17, 2019

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. Increasingly, the insights gathered from social marketing have begun to have a much greater impact on how the broader organization operates.

ROI 40

ROI Social Media Advertising Customer Care 40

Playvox

NOVEMBER 16, 2021

The company’s contact center team shifted to a remote workplace just as Sweaty Betty – and the entire athleisure industry – started to see significant market growth. In 2019, the lifestyle brand had 12 customer care agents. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team.

Management 78

Management Contact Center Gamification Retail 78

NobelBiz

JUNE 29, 2021

Defining a typical customer journey for a business The client journey may appear easy and uncomplicated at first look. We now have to deal with a consumer that uses many channels. As a result, we must consider that there are as many pathways as there are consumers, each of whom will select the channel of their choosing at each stage.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

Lithium

NOVEMBER 16, 2018

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. Increasingly, the insights gathered from social marketing have begun to have a much greater impact on how the broader organization operates.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

NOVEMBER 16, 2018

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. Increasingly, the insights gathered from social marketing have begun to have a much greater impact on how the broader organization operates.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

NOVEMBER 16, 2018

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. Increasingly, the insights gathered from social marketing have begun to have a much greater impact on how the broader organization operates.

ROI 40

ROI Social Media Advertising Customer Care 40

Lithium

NOVEMBER 16, 2018

Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey. Increasingly, the insights gathered from social marketing have begun to have a much greater impact on how the broader organization operates.

ROI 40

ROI Social Media Advertising Customer Care 40

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Grade.us

MARCH 12, 2019

Local search and local marketing is a burgeoning industry, yet it still flies under the radar for many small business and enterprises alike. Miriam has been a local SEO expert for a while and has worked with many businesses of all sizes to help them grow their business with their local digital marketing. Do the homework!

Marketing 36

Marketing Social Media Industry Trends 36

NetBase

JULY 3, 2019

And there are so many avenues out there for brands to explore; so many ways to approach the absolute bounty of insight available, that a brand finding itself short on marketing opportunities isn’t looking very hard (or just isn’t using NetBase yet!). Arkansas: August 3-4, 2019 (clothing and school supplies). Or any combination thereof!

Analytics 49

Analytics Brands Trends Ecommerce 49

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Team HGS

MARCH 6, 2019

Brands strive to meet the extraordinary expectations of today’s connected customer. In 2019, more than ever before, customer experience (CX) will be king. However, many organizations are challenged to find the right solutions and partners, both from a technology and customer care outsourcing perspective. .

Trends 40

Trends Meeting Self Service Multi-Channel 40

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 92

Customer Experience Contact Center Airlines Average Handle Time 92

Natalie Petouhof

MARCH 10, 2016

Tweet New Call Tracking For Digital Marketing – Well if you thought the only people who cared about phone calls to brand were people in the contact center, then you may be surprised by DialogTech’s new solution. However, often times those “marketing” type calls go to the contact center.

Marketing 40

Marketing Contact Center ROI Advertising 40

Interactions

NOVEMBER 4, 2021

In a similar way, vendors have begun to market self-service as a catch-all phrase. . People can serve themselves through customer service transactions, instead of having to speak to a live agent. For example, according to Gartner, by 2022, 85% of customer service interactions will start with self-service, up from 48% in 2019.

Self Service 62

Self Service Omni-Channel Hotels System 62