Playvox

NOVEMBER 1, 2022

In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. To make remote or hybrid work a success in your customer service center, setting a strong policy is a must. What Is A Remote Work Policy?

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

BlueOcean

MAY 13, 2021

Customer service expert Shep Hyken says that many of the convenience options such as curbside delivery, touchless service, and more would have become more prominent in the next three to five years , even if the pandemic hadn’t happened. What worked in 2019 may not work in 2021 or 2022.

Loyalty 156

Loyalty Brands Ecommerce Average Handle Time 156

Interactions

AUGUST 29, 2022

And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. . The bar for customer service has been raised and those who don’t catch up will become obsolete. .

Virtual Agent 62

Virtual Agent Self Service eBook Report 62

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. The State of Remote Work in Contact Centers. Leanne Y.,

Contact Center 69

Contact Center Management Policies Study 69

Oracle

MARCH 18, 2020

For more stats and tips on digital commerce, view the full ebook: The 2020 Guide to Digital Commerce. Top-notch customer service remains a must as such efforts contribute to buying decisions for about two-thirds of consumers ( ChainStoreAge ). 61% of B2B customers head online to start the buying process ( Accenture ).

Strategy 64

Strategy Ecommerce eBook B2B 64

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Playvox

DECEMBER 21, 2022

Those concerns might be why almost half of the contact center leaders in our 2022 remote work research study told us that they’re bringing agents back to the office this year. For their part, the managers in our study believe they’ve done a good job supporting their remote customer service teams. So why the disconnect?

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

Playvox

JANUARY 12, 2023

Remote and hybrid work are no longer hard-to-find benefits in customer support centers. In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. But does it have to?

Contact Center 69

Contact Center Metrics Study eBook 69

Inbenta

JANUARY 17, 2022

9 Customer Service Trends for 2022. Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. This has a direct impact on customer service.

Self Service 98

Self Service Trends Customer Service Chatbots 98

Inbenta

SEPTEMBER 12, 2022

NLP and Neuro-Symbolic AI combined can power human-like automated interactions with your customers. Download our Ebook for free! AI based search engines are a great asset to anticipate and satisfy your customer needs. Give special attention to complex issues to satisfy customer needs.

Self Service 52

Self Service How To Chatbots eBook 52

Think Customers

JANUARY 18, 2022

Customer service interactions can quickly evolve, requiring different channels and tools. Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. Contact center associates are the people that make customer service human.

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

Playvox

SEPTEMBER 30, 2022

Your customers are counting on you to make your voice heard within the larger business — because it’s their voice, too. Your Customer Service Team Matters. Your team can make the difference between a happy customer and an unhappy one — even if the customer has an issue with the product itself.

Contact Center 67

Contact Center eBook Report Tips 67

Playvox

AUGUST 11, 2022

Unfortunately, this is one of the major issues customer success teams have reported to us when it comes to chat tagging – that it just doesn’t happen at all. There are numerous reasons for this lack of tagging: Naturally, customer service agents are focused on helping their customers. ENJOYING THIS ARTICLE?

Report 83

Report Analytics eBook Data 83

SmartKarrot

FEBRUARY 16, 2022

This is why we have created and curated a list of 30 top SaaS influencers you must follow in 2022 to receive excellent SaaS advice. Top 30 SaaS Influencers You Need to Follow in 2022. Brian Halligan is the founder of HubSpot, one of the world’s leading SaaS products for inbound marketing, sales, and customer service.

Social Media 10

Social Media B2B Software Sales 10

Playvox

AUGUST 15, 2022

According to the Playvox research , despite the reported successes contact centers are experiencing with remote work, nearly half (45%) of managers surveyed say they’ll bring their agents back to the office in 2022. According to Gartner , 38% of Customer Service Representatives (CSRs) are disengaged from their jobs and 28% are neutral.

Contact Center 77

Contact Center Training Gamification eBook 77

Quadient

JULY 25, 2022

Customer Journey Analysis in 6 Easy Steps. Mon, 07/25/2022 - 21:09. The customer experience is the sum of all the interactions that a customer has over the life of the relationship with the brand. Identify points in the journey where customer expectations were met or exceeded. j.shah-thiel. Introduction.

Customer Journeys 52

Customer Journeys Analysis Touchpoint Effort Score 52

SmartKarrot

MAY 18, 2022

An ebook reader loaded with their favorite books. Whether they’re reading fiction or nonfiction, an e-reader is an ideal gift idea for any customer success manager. There’s nothing more important than a thank you note or email from someone who appreciates your work when it comes to customer service.

Customer Success 10

Customer Success Management Conference eBook 10

Quadient

JULY 25, 2022

Choosing your Customer Journey Software: our best tips. Mon, 07/25/2022 - 20:30. It’s critical that the entire organization works together to create the customer experience that your customers want and expect. But how do you shift the focus of the entire company to put the customer front and center? j.shah-thiel.

Customer Journeys 52

Customer Journeys Software Tips Touchpoint 52

Think Customers

DECEMBER 13, 2021

Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Are we keeping our CX vows to customers and employees? Where are existing tools letting your customer service agents down?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Kustomer

JUNE 7, 2023

The customer is the lifeblood of the brand, and the modern customer has high expectations for its interactions with your company. Transforming your customer service into a company-wide customer experience culture is essential to delivering a CX strategy that not only meets but exceeds expectations, creating life-long brand advocates.

Trends 84

Trends Self Service Customer Experience e-support 84

SurveySparrow

DECEMBER 11, 2020

In 2009 Amazon’s customers bought ebooks more than printed ones and helped the company grow its sales by 28%. For instance, you can integrate a chatbot on your website to resolve your customers’ questions. Chatbots can also help you to take orders and share Important resources with your customers.

Advertising 52

Advertising Strategy Chatbots Social Media 52

Qualtrics

NOVEMBER 6, 2020

billion apps will be downloaded in 2022. The next challenge is to make the app work for you, by understanding the minds of your customers - and one way to do that is by asking for feedback. It can also go a long way toward helping customers feel more connected to the app’s brand. Learn more and Download our eBook.

Connections 44

Connections Feedback Survey Net Promoter Score 44

BlueOcean

MARCH 31, 2021

What do mattress sales, wildlife populations, and peak customer service times all have in common? No longer did people have to wait until that 5 ‘o’ clock hour to make that phone call to customer service. How have your customer care tactics shifted over the last year or so? Listen to the audio or read the article.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

Team Support

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? The stickier your B2B business is, the better.

B2B 105

B2B eBook Sales Analytics 105

Team Support

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? The stickier your B2B business is, the better.

B2B 98

B2B eBook Sales Analytics 98

Playvox

SEPTEMBER 2, 2022

While these might be rhetorical questions, our customers tell us again and again that agent retention has never been more important. Our 2022 research shows that 70% of agents say that working remotely has improved their job satisfaction, and 56% of respondents say they’d consider leaving their jobs if they couldn’t work remotely.

Contact Center 70

Contact Center Management Policies Gamification 70

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience. Why do metrics matter?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

CSM Magazine

OCTOBER 25, 2022

Some of the world’s leading businesses, including JP Morgan Chase, Starbucks and Nike, are focusing on personalised CX as a strategic priority for 2022 and are using artificial intelligence (AI) to deepen engagement and enhance customer offerings. Richard Farrell, CIO at Netcall explains. About the Author.

System 52

System Multi-Channel Omni-Channel Touchpoint 52

Interactions

APRIL 16, 2020

It simply isn’t possible for live agents to provide the same level of consistent care for customers. According to Gartner, by 2022, 85% of customer service interactions will start with self-service, up from 48% in 2019. And, they want your best agent, every single time they interact with your brand.

Self Service 71

Self Service Contact Center eBook Leadership 71

NobelBiz

FEBRUARY 22, 2023

As the contact center industry shifts towards becoming more dynamic after the pandemic, customer expectations are different. 2022 is a perfect opportunity to look at some warning signs that you’re not getting the best results from your call center technologies. And here are the telltales. Can remote work be managed?

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

FEBRUARY 21, 2022

As the contact center industry shifts towards becoming more dynamic after the pandemic, customer expectations are different. 2022 is a perfect opportunity to look at some warning signs that you’re not getting the best results from your call center technologies. And here are the telltales. Can remote work be managed?

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Gainsight

JANUARY 4, 2023

Every year Gainsight loves to give our customers and community a roundup of our best resources, including events, webinars, articles, ebooks, and more. As the thought leader in the field of Customer Success (CS), we want you to have all the information and insights you need to stay current and take your CS practice to new heights.

Resources 52

Resources Customer Success eBook Healthcare 52