GetFeedback

JANUARY 27, 2020

In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today.

How To 221

How To Customer Journeys Feedback Survey 221

Comm100

MAY 11, 2020

We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’! And it’s no different with the evolution of omnichannel customer engagement. Here’s a helpful blog on what omnichannel customer engagement really means ).

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

Lumoa

JUNE 14, 2023

In this blog post, we’ll answer all these questions and more. Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Comm100

MAY 11, 2020

We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’! And it’s no different with the evolution of omnichannel customer engagement. Here’s a helpful blog on what omnichannel customer engagement really means ).

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

Horizon CX

MARCH 19, 2022

For some strange reason that 10% statistic is popping up more lately—like the recent Bain & Company survey that indicated only 10% of business leaders believe that the primary purpose of their firms is to maximize value for customers. But I digress, that’s another topic for another blog. Your approximate wait time is 16 minutes.”

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Oracle

JULY 14, 2020

Richard Crone, CEO of Crone Consulting, estimated in a blog from the National Retail Federation that the use of contactless payments have grown by 20% since the beginning of the pandemic. “Consumers want safety, and they want to know when they have to touch something that it’s sanitized,” Crone said for the blog.

Trends 111

Trends Customer Experience Wireless Consumers 111

SaleMove

MARCH 12, 2021

In today’s consumer-driven world where the overall experience is a top differentiator, customer care organizations are now at the forefront of innovation. Those that embrace new technologies to enhance the customer experience often pull ahead exponentially, leaving those that stagnate to fall ever further behind.

Contact Center 97

Contact Center Self Service Customer Care Innovation 97

Interactions

AUGUST 19, 2021

That’s why we’ve compiled some of our top blogs around key topics in CX in case you missed them. . Often, in the hopes of a quick fix, brands get creative on how to “remove” pain points from the customer journey. And it’s no secret that a long wait time is the most notorious pain point for consumers.

Wait Times 62

Wait Times Contact Center Call Center Consumers 62

transcosmos Information Systems

AUGUST 17, 2017

Gone are the days when offering a telephone customer care service would suffice, as omni-channel has shifted the business paradigm. For this reason, outsourcing companies no longer just offer phone or email customer support. Here are the reasons you should offer an omni-channel engagement to improve customer experience.

Omni-Channel 75

Omni-Channel Engagement Customer Experience Social Media 75

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. More Blogs Menu. How to Provide Personalized Customer Service.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

LiveChat

NOVEMBER 16, 2018

Research from American Express shows that 70% of customers are willing to pay a premium to do business with a company that offers great customer service. On the other hand, poor customer service can cost companies dear. So we agree that extraordinary customer service is expected, and not exceptional anymore.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

Bold360

AUGUST 27, 2020

The virus drove a radical shift towards digital channels and remote work that impacted both service employees and their customers. Shifting to Remote Work & Remote Service Delivery. The bot and live chat really helped relieve the call center [as it transitioned to WFH and] as customer demand spiked,” she said.

Self Service 52

Self Service Chatbots Transportation Call Center 52

Call Experts

APRIL 14, 2023

IVR systems are designed to streamline communication and customer service for businesses through automation and simplifying interactions with callers. McKinsey explains that at one North American call center alone, over 10 million customer requests are handled by IVR technology annually. What are the Benefits of IVR Systems?

System 52

System Self Service Call Center Wait Times 52

SaleMove

MARCH 12, 2021

In today’s consumer-driven world where the overall experience is a top differentiator, customer care organizations are now at the forefront of innovation. Those that embrace new technologies to enhance the customer experience often pull ahead exponentially, leaving those that stagnate to fall ever further behind.

Contact Center 52

Contact Center Self Service Customer Care Innovation 52

Call Experts

JANUARY 23, 2019

Scott Witte is the Director of Customer Care at Call Experts based in Charleston, South Carolina. For more information on how our services can help your business build efficiency, please contact him at scott@callexperts.com. More Blogs Menu. 10 Trends That Will Disrupt Customer Service in 2018.

Omni-Channel 53

Omni-Channel Management Call Center Multi-Channel 53

Pointillist

JANUARY 25, 2019

Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view. Customer Experience Call Center Metrics and KPIs Today, executives are well aware that a single customer service misstep can cause customers to defect.

Call Center 75

Call Center Metrics Effort Score Abandon Rate 75

transcosmos Information Systems

JANUARY 29, 2017

Customer service has gone a long way, and it doesn’t look like it’s turning back in any way. Decades ago, we have seen companies engage their customers through switchboards and physical stores, followed by customer service outsourcing and online shopping services a few years later.

Trends 48

Trends Self Service Social Media Omni-Channel 48

BirdEye

MAY 10, 2023

In this blog post, we’ll explore both the pros and cons of using a phone tree system to deliver customer service so you can make an informed decision about whether it’s right for your business. And much like website chatbots , this software can provide an added line of customer care.

System 52

System Call Center Software Sales 52

Lithium

SEPTEMBER 9, 2022

Don't have time to read? Check out this audio version of our blog, also found on your favorite podcast platform! Losing and hiring frontline customer care agents can cost more than a few lost customers Can you afford to lose more? Unfortunately, these often hostile interactions leave lasting impacts on care agents.

Contact Center 52

Contact Center NPS Customer Care Chatbots 52

Call Experts

MARCH 1, 2019

Call Experts is the premier call center, answering service, and contact center in South Carolina, North Carolina, and New Jersey. Our trained experts specialize in customer service, order entry, HR call, sales, information technology, software development, and more. . A: Director of Customer Care. More Blogs Menu.

Call Center 40

Call Center Conference Contact Center Healthcare 40

CSM Magazine

MARCH 27, 2020

The definitive guide to supporting customers from product to retention by Emil Hajric, CEO at Helpjuice.com. It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Onboarding new customers. Customer Service.

Self Service 52

Self Service Social Media e-support Knowledge Base 52

NobelBiz

APRIL 18, 2023

Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. Why is benchmarking important?

Contact Center 52

Contact Center Call Center Management Gamification 52

Strativity

MARCH 30, 2020

This is especially true for employees working in contact centers and customer care departments who are tasked with providing customers with information, support, and a positive experience. As a result, you may experience a longer than usual wait time to speak with us.”. 5 – GET KNOWLEDGEABLE.

Contact Center 52

Contact Center Guidelines CRM Call Recording 52

Natalie Petouhof

DECEMBER 8, 2015

Following these interactions, key metrics can be automatically added into the bank’s performance management scorecards, enabling them to track customer satisfaction, gauge customer wait times and other efficiencies, determine interaction success rates, and identify areas for training and development. DrNatalie Petouhoff.

Consumers 40

Consumers Banking Company Conference 40

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Exceptional Customer Service 104

Exceptional Customer Service Customer Service Chatbots Hotels 104

Natalie Petouhof

AUGUST 13, 2015

Tweet There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago, the phone was what a majority of people used to contact customer service. Customer Service is the New Marketing. Customer Service is the new Marketing.

Customer Service 40

Customer Service Social Media Airlines Hotels 40

SmartMessage Blog

NOVEMBER 20, 2019

Many brands made investments to interact with their audiences directly to deliver quick information, accelerate sales stages, and run customer service activities. Renowned aviation brand KLM’s chatbot handles more than 16,000 customer interactions weekly , according to coverage on the MarTech Today blog.

Chatbots 49

Chatbots Tourism Banking Abandon Rate 49

Bold360

DECEMBER 1, 2016

CX software aids companies in offering more personalized experiences and more accessible customer service through self-service functionality and rich support portals that grow and evolve with the business to adapt readily to customers’ needs, helps to reduce lengthy wait times when customers contact call centers, and much more.

Software 40

Software Customer Experience Company CRM 40

Happy or Not

JANUARY 23, 2025

To bridge this gap, businesses require tools that facilitate the collection of customer feedback and insights. Such tools enable organizations to understand their customers better, allowing for refining products and services to align with demands. These efforts ultimately boost patient satisfaction and improve health outcomes.

Customer relationships 36

Customer relationships Analytics Feedback Effort Score 36