Vonage

SEPTEMBER 8, 2017

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. It’s therefore not surprising that many businesses have concerns about social media customer service.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

OCTOBER 2, 2017

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. It’s therefore not surprising that many businesses have concerns about social media customer service.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

CustomerGauge

JANUARY 6, 2017

Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth.

NPS 133

NPS Net Promoter Score Customer Service Customers 133

Uniphore

APRIL 6, 2017

There's no denying the fact that customer service is critical to any business. As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage.

Trends 164

Trends Technology Competitive Advantage Customer Experience 164

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? Third party messaging applications, like Facebook messenger and Kik, will become mainstream channels for customer service.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

Customer Bliss

DECEMBER 28, 2017

It's one of the most direct ways for a company to see first-hand what their customers go through to interact with them. What will CX Look Like in 2017? The implementation of chatbots will increase as more companies leverage them in social media as a way to communicate with customers. Click To Tweet. Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

Experience Investigators by 360Connext

OCTOBER 4, 2017

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand!

Customer Service 181

Customer Service Social Media NPS Customers 181

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. Read more: The Top Customer Service Expectations that Brands aren’t Meeting.

Customer Service 246

Customer Service Apparel Abandon Rate ROI 246

Kayako

JUNE 1, 2017

Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between businesses and their customers. Customer service collaboration is largely seen as a novelty.

Customer Service 233

Customer Service Return on Investment Fashion Customer Satisfaction 233

BlueOcean

MARCH 20, 2017

They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. The virtual classroom of 2017 is a thing of beauty. The post What’s the State of Work-at-Home in Customer Care in 2017?

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

Lumoa

SEPTEMBER 16, 2020

One of the places in which the customer journey rises or falls is customer service. Your support staff acts as the face and voice of your brand and, to many customers, this is the only direct interaction they will ever have with your company. That being said, poor customer service can lead to disastrous results.

Customer Journeys 195

Customer Journeys Customer Service Poor Customer Service Loyalty 195

Michelli Experience

DECEMBER 28, 2016

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Infographics 214

Infographics Customer Experience Customers Employee Engagement 214

BlueOcean

JANUARY 21, 2019

Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service. The company received a Bronze Stevie in the same category in 2017. About Blue Ocean.

Customer Service 204

Customer Service Insurance Conference Customer Care 204

Kayako

APRIL 29, 2019

When employees know they have a say in the evolution of customer experience , they will take more ownership of their individual contributions. For customer-facing teams, this means accountability for customer service and outcomes. Customer service can be taxing even when things are running smoothly.

Customer Service 209

Customer Service Guidelines Employee Engagement Customer Journeys 209

InMoment XI

MAY 4, 2022

However, the study’s 2017 findings, titled “ Work Redefined: A New Age ” focused on what companies can do to inspire loyalty: “With so much change, employees are looking for more stability, protection, and a safeguard against disruption. Change How You Account for Customer Service. 6 Tips for Fostering Employee Loyalty.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost. Shep Hyken. KateNasser.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. There are other implications to this new customer service trend. AI and Human Customer Service Will Be More Integrated Than Ever.

Customer Service 124

Customer Service Social Media Chatbots Knowledge Base 124

GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. As companies begin to compete on customer experience, consumers are increasingly setting higher standards for how they expect to be treated.

Customer Service 186

Customer Service Multi-Channel Net Promoter Score Omni-Channel 186

Kerry Bodine

JANUARY 23, 2017

Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. If so many people are already on board with journey mapping, why will 2017 will be the year of the journey? But I believe that journey management roles will become a mainstay of customer experience teams in 2017.

Customer Journeys 168

Customer Journeys Exercises Touchpoint eBook 168

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? What do Kayako’s founders recommend?

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Sales 177

Sales Customer Service Sports Contact Center 177

Brandwatch CX

APRIL 1, 2025

Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. According to a recent Dimension Data report , 35% of all contact centre interactions are already digital and if growth continues at the current rate it will overtake telephone contact by 2017.

Social Media 52

Social Media Customer Service Net Promoter Score Engagement 52

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

ShepHyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. She created an experience for her customer. She created an experience for her customer. This is where sales and customer service collide. Here’s the short version. I’ve never lost.”

Sales 127

Sales Customer Service Advertising Customer Service Training 127

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Sales 156

Sales Customer Service Sports Contact Center 156

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees. 2017 is all about #customersatisfaction.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Lumoa

OCTOBER 13, 2017

Very often, your customers are already using social media to discuss your brand. To be precise, in the US alone 67% of consumers have used social media for customer service. Your task is to be available for your customers and (remember, the golden rule !) That is how you build trust and relationships with your customers.

Social Media 256

Social Media Examples Customer Experience Advertising 256

CX Journey

AUGUST 22, 2017

It appeared on their blog on March 23, 2017. Working in a call center, whether you're on the phone or on the floor managing operations, means that you're front and center with customers at all times. It also means that you know the importance of delivering a great service experience for your customers.

Customer Journeys 135

Customer Journeys Customer Service Customer Experience Call Center 135

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Provide Support

SEPTEMBER 18, 2017

Chat etiquette plays a huge role in customer service. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?

Examples 111

Examples Customer Service Guidelines Customer Service Training 111

InMoment XI

JUNE 20, 2017

Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful.

Survey 243

Survey Customer Service Company Customers 243

CloudCherry

SEPTEMBER 1, 2019

Customer service should be simple right? In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. Hint: It all comes back to K.I.S.S.ing.).

Conference 244

Conference Study Sales Leadership 244

CSM Magazine

APRIL 8, 2021

Lots of executives talk about their focus on customer service. Over the decades I’ve been researching and speaking, it has become very clear to me that: The most successful organizations in the world—business, government, and non-profit—keep customer service at the center of their work. I like to follow service leaders.

Customer Service 110

Customer Service Advertising Airlines Financial 110

Uniphore

NOVEMBER 17, 2021

Uniphore grew 526% during the evaluated period of 2017 to 2020 based on fiscal year revenue growth. As a result, Uniphore now supports over 175,000 customer service agents who can handle more than 120 million engagements every month. This latest recognition comes on the heels of a record-breaking year for Uniphore.

Technology 246

Technology Telecommunications Company Innovation 246

BlueOcean

FEBRUARY 25, 2019

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. The company won a Bronze Stevie in the same category in 2017. About Blue Ocean.

Customer Service 136

Customer Service Effort Score Contact Center Insurance 136