CX Accelerator

FEBRUARY 2, 2020

Infographic Courtesy of Erica Marois. Jeremy Watkin is a CX leader, contact center veteran, and Product Marketing Manager at 8X8. He is an avid learner, and is constantly giving back to the CX and Customer Service community through his writings.

Customer Experience 320

Customer Experience Customer Journeys Tourism Study 320

TechSee

AUGUST 28, 2018

The steady progress toward deeper implementation of AI within the contact center is inevitable. To learn more about how AI can help your customer care increase efficiency, reduce labor intensity and enhance customer satisfaction, click here to download these informative Infographics.

Self Service 95

Self Service Customer Service Infographics Contact Center 95

Vonage

JANUARY 6, 2016

How’s this for a customer service strategy: Instant Gratification. During the customer experience there are multiple touch points, or moments of interaction with the company’s employees, website or product. How can you provide Instant Gratification for the customer? They erode confidence. Diving into the Analytics Wave.

Customer Journeys 120

Customer Journeys Customer Service Infographics Customer Service Representative 120

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. For an infographic that illustrates the findings from Waterfield Tech’s research further, visit [link]. 80% are using voice.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

ShepHyken

JULY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 Essential Traits of Customer-Centric Brands by Mark Harrington. CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric.

Customer Service 56

Customer Service Customer Centricity Omni-Channel Contact Center 56

TechSee

JANUARY 18, 2018

75% chose self-service as the preferred method of device installation. The results indicate that self-installation – the process that enables customers to install home electronic devices without requiring the help of a technician or a contact center – was preferred by 3 out of every 4 survey respondents.

Self Service 95

Self Service Customer Service Company Infographics 95

CX Accelerator

MARCH 28, 2018

Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" " Whether or not you've reached zombie apocalypse levels of engagement, all customer service leaders must be intentional to win the hearts and minds of our staff. I love brainstorms!) Happy motivating!!

Gamification 140

Gamification Contact Center Self Service Employee Engagement 140

CX Accelerator

FEBRUARY 2, 2020

Infographic Courtesy of Erica Marois. Jeremy Watkin is a CX leader, contact center veteran, and Product Marketing Manager at 8X8. He is an avid learner, and is constantly giving back to the CX and Customer Service community through his writings.

Customer Experience 182

Customer Experience Customer Journeys Tourism Study 182

Magellan Solutions

JUNE 11, 2019

In this technological era, customer service is king. Customers demand fast and timely response to their complaints. Sadly, a bad customer service reaches twice as many ears as praise for good customer service. In this article, we will try to: Define the importance of e-commerce customer service.

Customer Service 75

Customer Service Competitive Advantage Call Center Social Media 75

ShepHyken

AUGUST 29, 2016

Each week I read a number of customer service articles from various online resources. 5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. Kuiu is a hunting gear company that has a customer focused culture. The Definition of Good Customer Service by Jacob Firuta.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

Thematic

JUNE 13, 2023

Then, use this information to improve your products and customer service experience. Ultimately, this information can increase customer satisfaction, loyalty, and retention. Or they might discover that they need to improve their customer service. Top 8 Voice of Customer Tools to Drive Customer Experience 1.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past. All ten were on Twitter, and four of these had a specific Twitter handle for customer service.

Insurance 48

Insurance Connections Customer Service Self Service 48

BlueOcean

DECEMBER 10, 2019

Did you know it can cost five times as much to acquire new customers versus retaining existing ones? That’s why calculating lifetime customer value is key to understanding the impact of customer service. Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

Contact Center 31

Contact Center Customer Service Infographics Trends 31

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Clearly the stakes are high, and delivering fast, responsive customer service and a superior experience are key parts of attracting and retaining shoppers in the run up to December 25 th. Published on: December 11, 2015. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

DECEMBER 4, 2015

How good is retail customer service? The changing nature of shopping means that retailers can’t solely focus on traditional seasonal peaks – they need to have the resources and technology in place to meet customer service requirements across the entire Holiday period (and beyond). Share this page on: Tweet.

Retail 48

Retail Customer Service Social Media Contact Center 48

Eptica

NOVEMBER 6, 2015

Date: Friday, November 6, 2015 5 key customer service skills – and how technology can help improve them. Author: Anne-Merete Jensen Recruiting and retaining high quality customer service staff is one of the cornerstones of keeping consumers happy and loyal. Published on: November 06, 2015. Share this page on: Tweet.

Technology 48

Technology Self Service Customer Service Social Media 48

Interactions

DECEMBER 18, 2019

These enterprises see value in offering voice services for general customer service inquiries and to guide customers to relevant products and offers, per the Oracle Impact of Emerging Technology on CX Excellence report. See our infographic to learn more about the advancements in technology over the past years. .

Trends 62

Trends Customer Experience Chatbots Contact Center 62

Eptica

NOVEMBER 4, 2015

retail customer service? So at Eptica we thought it would be a good time to look at how they perform when it comes to the customer experience. Unsocial customer service The headline finding is that if you want to get a response to your question, the best channel to choose is email , both for speed and accuracy.

Retail 48

Retail Self Service Customer Service Social Media 48

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Identify opportunities to enhance compliance and overall efficiency, cost, and quality of customer service.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

Comm100

DECEMBER 16, 2019

Customer-facing chatbots aren’t the only way to use AI in the contact center. We predict that in the heat of AI adoption in 2020, organizations will realize that it is the combination of humans and bots that will really make their customer experience shine. We predict 2020 will see even more interest and adoption of bots!

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eBook Chatbots Infographics ROI 130

Eptica

OCTOBER 7, 2016

Failure to provide similar answers across all channels is symptomatic of a silo-based approach to customer service , which pushes up costs and reduces efficiency. Nearly half (47%) of insurers failed to provide consistent answers between different channels, showing a need for greater integration inside customer service departments.

Insurance 79

Insurance Social Media Contact Center Infographics 79

GlowTouch

JANUARY 15, 2021

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail 5 Must-Have Tools to Maximize Productivity of Customer Support Teams. Building an effective customer support team is of paramount importance for all businesses. By building a productive and unified customer service team!

Tools 52

Tools Self Service CRM Infographics 52

NobelBiz

AUGUST 24, 2020

Voice is becoming just a fraction of the responsibilities of a contact center. More and more customers now prefer to resolve basic customer support requests over social channels. Customer service is changing to be more present in the spaces often frequented by the customers. Let’s see more!

Social Media 52

Social Media Brands Customer Engagement Engagement 52

Vonage

JULY 27, 2015

It’s difficult to manage a customer service department without an accurate picture of what’s going on. An example of where we’ve helped to create a scalable customer service team for a customer is PhotoBox. This is something we successfully helped outsourced customer service solutions provider, Prism , to achieve.

Technology 120

Technology Infographics Case Study Retail 120

Eptica

MARCH 4, 2016

Some companies are moving ahead when it comes to the service they deliver, while others are lagging badly. Email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions. Yet this improvement masked a yawning chasm between best and worst. Share this page on: Tweet.

Self Service 48

Self Service Brands Social Media Contact Center 48

NobelBiz

JANUARY 30, 2024

It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. That being said, call center blockage is one of the critical issues in customer service.

Call Center 103

Call Center Telecommunications Contact Center Self Service 103

Provide Support

JUNE 2, 2016

In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. And, not surprisingly, they will no longer tolerate poor customer service. Read more.

Consumers 40

Consumers Infographics Customer Service Poor Customer Service 40

Magellan Solutions

AUGUST 9, 2021

Deliver value without hard-selling – When crafting each article, video, infographic, or newsletter, always focus on how you can help your target audience instead of touting your product. Second, the explosive growth of widely available cloud services and machine-learning tools. . The advances in CRMs and especially are essential.

B2B 40

B2B Trends Chatbots Call Center 40

Provide Support

MARCH 2, 2016

No matter how hard we try we simply cannot please 100% of the people 100% of the time, that’s why customer complaints are inevitable in customer service. Whatever the problem might be, the way you address unhappy customers and handle their complaints can have a major impact on your company’s reputation.

Infographics 40

Infographics How To Customers Customer Service 40

Brad Cleveland Blog

NOVEMBER 25, 2014

FinancesOnline recently released an infographic that provides a list of “top countries with the best customer satisfaction.” came in 15th, behind countries that include Mexico, Brazil and Russia—a ranking that may kick up some interesting discussion among service execs. Top of the list: New Zealand, Canada, and Norway.

Infographics 20

Infographics Customer Service Customer Satisfaction Customers 20

Brad Cleveland Blog

NOVEMBER 25, 2014

FinancesOnline recently released an infographic that provides a list of “top countries with the best customer satisfaction.” came in 15th, behind countries that include Mexico, Brazil and Russia—a ranking that may kick up some interesting discussion among service execs. Top of the list: New Zealand, Canada, and Norway.

Infographics 20

Infographics Customer Service Customer Satisfaction Customers 20

Eptica

NOVEMBER 25, 2015

Date: Wednesday, November 25, 2015 Consistency – the missing ingredient in retail customer service? retailers understand the importance of being multichannel, with 84% of those surveyed offering customer service via email, Twitter, Facebook and chat, alongside their website. Published on: November 25, 2015.

Retail 48

Retail Customer Service Social Media Self Service 48

Bold360

JUNE 22, 2018

The same can be said for professionals in many industries, and customer service agents are no different. So how, as organizations, can we ensure the best possible customer experience? How can I empower my contact center agents to be successful? So what does that look like?

Omni-Channel 49

Omni-Channel Customer Experience Contact Center Knowledge Base 49

Provide Support

MARCH 1, 2018

Everyone working in customer service knows that words are incredibly powerful, and some of them can truly either make or break customer service experiences. Using the right customer service phrases in your communication with customers makes all the difference between a bad service and a delightful one.

Infographics 56

Infographics Customer Service Customers Communication 56

ProProfs Chat

OCTOBER 25, 2021

Is it even possible to track your customer behavior? Yes, you can collect their feedback on your brand offerings with simple questions like: Are you happy with our products or services? Did our customer service team address your pain points? . Happy customers are the most vocal supporters of your brand. c) HubSpot.

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Software Feedback Net Promoter Score Social Media 98