Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 60% of consumers have higher expectations for customer service now than they did just one year ago.

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Calabrio

JANUARY 19, 2017

In 2017, the application and importance of analytics will continue to increase, and companies will use contact center analytics to gather information about employees, not just customers. Organizations with engaged employees outperform those with low employee engagement by 202 percent, which has a direct, positive impact on customers.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. nurture bonds with customers.

Social Media 48

Social Media Mobile Customer Service Innovation Analytics 48

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! And constant improvement helps them keep their customers delighted with their services.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

SmartKarrot

FEBRUARY 16, 2022

74% of customers are likely to buy a product based just on a favorable CX. Current customer interactions are 85% AI-powered. Employee engagement rises by 20% on average in companies that take steps to improve their customer experience. What do customers have to say about customer experience?

Customer Experience 10

Customer Experience Social Media B2B e-support 10

GetFeedback

MAY 9, 2018

This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. With mobile purchases on the rise, excellent mobile customer service is becoming more important.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

UJET

OCTOBER 22, 2020

Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. More than half of all ecommerce sales are expected to come from a mobile device by 2021.

Omni-Channel 90

Omni-Channel Consumers Brands Contact Center 90

UJET

OCTOBER 22, 2020

Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. More than half of all ecommerce sales are expected to come from a mobile device by 2021.

Omni-Channel 72

Omni-Channel Consumers Brands Contact Center 72

Brad Cleveland Blog

APRIL 11, 2014

As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning.

Resources 20

Resources Interaction Examples Multi-Channel 20

Brad Cleveland Blog

APRIL 11, 2014

As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning.

Resources 20

Resources Interaction Examples Multi-Channel 20

Comm100

FEBRUARY 6, 2018

Business Seeks All-in-One Customer Service Software. Depending on what you’re looking to buy and how big your business is, customer engagement software varies from free to hundreds or even thousands of dollars per month. Operating system — Some customer engagement tools run better on certain platforms than on others.

Software 105

Software Customer Engagement Engagement Omni-Channel 105