ShepHyken

MARCH 9, 2018

Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017. Provide a Quicker Answer.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. Unfortunately, “happy agents coupled with the advanced technology makes for happy customers” just doesn’t roll off the tongue as well. Where can technology help close those gaps?

Contact Center 121

Contact Center Technology Roadmap Chatbots 121

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. Unfortunately, “happy agents coupled with the advanced technology makes for happy customers” just doesn’t roll off the tongue as well. Where can technology help close those gaps?

Contact Center 120

Contact Center Technology Roadmap Chatbots 120

GetFeedback

MAY 2, 2019

According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. Right now there is a mad rush for every forward-thinking business out there to take advantage of new and existing CX technologies. Image via Kapiche.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

NICE inContact

DECEMBER 26, 2018

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. Transforming the “no” into “yes” requires your contact center to employ technology designed to flex and scale at the speed of business.

Call Center 120

Call Center Technology Contact Center Omni-Channel 120

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s reflect on the best field service resources from this year. Thank you for visiting Astea’s blog, a place for service professionals from around the globe to find helpful educational resources on everything “field service”! We hope you enjoy them. Happy New Year from everyone here at Astea.

Resources 83

Resources Infographics ROI Social Media 83

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. With technologies and consumer demands constantly evolving, what unconditional priorities can companies set for their contact center that won’t be shattered by ever-changing standards?

Contact Center 120

Contact Center Report Customer Journeys Customer Centricity 120

One Millimeter Mindset

DECEMBER 10, 2018

These 5 little One Millimeter Mindset workplace collaboration blog posts wrap your brain around the notion that collaboration no longer is a “nice to have” soft skill. As you read these blogs, do a little victory lap. As you read these top 5 Workforce Collaboration blog posts from 2018, ask yourself this one question.

Innovation 65

Innovation Customer Retention Consulting Culture 65

ShepHyken

SEPTEMBER 21, 2018

Businesses need to invest in technology that enables them to have more time to ‘speak’ to clients, to engage with them and make that human touch still real. The post Guest Blog: Which Road Is Your Customer Experience On? You must deliver a consistent, convenient and frictionless experience. – Shep Hyken.

Customer Experience 109

Customer Experience Social Media Customers Technology 109

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

Trends 260

Trends Customer Service Chatbots Omni-Channel 260

One Millimeter Mindset

DECEMBER 13, 2018

These 5 One Millimeter Mindset Collaborative Storytelling Blog posts are focused on helping you “see” your organization’s or association’s stories as vibrant testimonials of how you serve customers. Enjoy these 5 One Millimeter Mindset Collaborative Storytelling Blog posts, especially selected. Enjoy this blog post?

Customer Retention 68

Customer Retention Innovation Consulting Sales 68

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. My little post ended up placing fourth out of thirteen entries in the 2018 Customer Experience Update MVP Awards in the category of Organizational Alignment and Company Culture. First, read and re-read this blog post.

Customer Experience 59

Customer Experience Culture Customers Strategy 59

ShepHyken

MARCH 29, 2019

Technology augments their expertise by handling routine tasks, analyzing enormous amounts of data, and providing market and customer insights. billion, in 2018, its AI-driven earnings are impressive. The post Guest Blog: How to Boost Retail Customer Experience Through AI-powered Price Optimization appeared first on Shep Hyken.

Retail 110

Retail Customer Experience How To Ecommerce 110

Comm100

JULY 12, 2018

Technology definitely plays a part, but perhaps, more importantly, the staff know and respect their patients time. Elizabeth Wellington wrote a perfect piece on Difficult Customers on the Helpscout blog , and I think it’s worth sharing it. The situation at Weintraub & Eltink is entirely different though. Prepare in Advance.

Customer Service 116

Customer Service Tips Entertainment eBook 116

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog. Is your Contact Center Keeping Up?

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

One Millimeter Mindset

DECEMBER 12, 2018

Those of you who read my blog know that I work with organizations and associations like yours, who want to leverage a more profitable workforce to retain the customers and membership you work so hard to win. When pondering how to sustain your organization, moving forward, consider the content in this customer retention blog review.

Customer Retention 63

Customer Retention Consulting Customers Sales 63

Alida

FEBRUARY 22, 2017

The race towards customer-centricity is driving some the biggest trends in business technology. billion in market value by 2018. The race towards customer-centricity is driving some the biggest trends in business technology. The race towards customer-centricity is driving some the biggest trends in business technology.

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Trends change: New industry trends, regulations, and technologies emerge, creating new business dynamics. It’s an interesting mix of industries at the top. Connect with her: www.cx-journey.com

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Experience Investigators by 360Connext

MAY 23, 2019

Litmos, a well-known Learning Management System (LMS), became a part of SAP’s ecosystem through an acquisition in 2018. Her vision tapped into how technology is there to solve problems creatively, but acknowledge what’s already happening in your customer’s life. There was no question about it to them.

Net Promoter Score 40

Net Promoter Score Social Media Fashion Airlines 40

NICE inContact

APRIL 24, 2019

However, a 2018 Forrester report points out that CX is stagnating. New technologies empower businesses to complete entire processes with their customers instantly and in-channel. Last Mile Customer Experience Technology empowers contact centers to accelerate sales and service requests to address business-critical CX gaps.

Company 178

Company Contact Center Omni-Channel Insurance 178

ShepHyken

FEBRUARY 9, 2018

Train your sales team using the right technology. Some key sales technology to consider are: Customer Relationship Management (CRM) software – this allows you to track and manage your customers as they move through the sales funnel. Read Shep’s latest Forbes Article: Business Lessons From NAMM 2018 And The Music Industry.

Customer Service Training 161

Customer Service Training Training Brands Customer Service 161

ShepHyken

JULY 28, 2017

It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Online sales are expected to grow to more than $400 billion by 2018. The post Guest Blog: Becoming a Blockbuster? Was this a typical Friday event for you and your family? appeared first on Shep Hyken.

Retail 81

Retail Social Media Travel Consumers 81

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

Clarivate

APRIL 21, 2022

In this blog, part of a new series highlighting the contributions from Ukraine to global research, we analyze the growth and diversity of subject areas in Ukraine. In recent years, Ukraine has developed a reputation as an international information technology (IT) hub. Scientific innovation in Ukraine, by the numbers.

Innovation 98

Innovation Technology Analysis Banking 98

transcosmos Information Systems

MARCH 20, 2018

Here are the top five trends for customer care service that will take your business to greater heights in 2018 and beyond: 1. Customers are expecting speed-lightning support due to the influx of technologies. You could also implement a data-driven type of customer service with the help of machine learning technologies.

Trends 76

Trends Customer Service Self Service e-support 76

Comm100

JUNE 19, 2018

Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry. In this blog post series, we’ll be picking apart some of the keynote speeches shared at the ICMI Expo, and throwing some light on what those insights could mean for your contact center. Download Now.

Contact Center 108

Contact Center Entertainment eBook Culture 108

NICE inContact

FEBRUARY 4, 2019

In their recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , Forrester evaluated NICE inContact’s technology roadmap (and our track record of delivering on that roadmap), as well as our architecture and resources that will support our ability to innovate long term.

Innovation 137

Innovation Contact Center Roadmap Report 137

Totango

JANUARY 22, 2018

Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. She has successfully designed and implemented customer-focused initiatives and creative customer engagement programs across multiple sectors of technology. Christina Kosmowski.

Customer Success 79

Customer Success Meeting Lifetime Customer Consulting 79

Uniphore

MARCH 21, 2018

It seems automation is everywhere these days, allowing people to accomplish a variety of tasks faster, and the customer service industry is no exception, where technological advancements continue to transform the customer experience, and businesses continue to discover the benefits of real-time automation.

Contact Center 159

Contact Center Trends Industry Technology 159

ShepHyken

SEPTEMBER 7, 2018

The data-based insights from our 2018 B2B Buying Disconnect report will show you why: Buyers don’t trust vendors. Michelle Nickolaisen is a freelance writer for TrustRadius , most trusted review site for business technology, serving both buyers and vendors. Those resources are: Product demos. This is a problem for vendors.

Case Study 86

Case Study ROI B2B Study 86

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence.

Trends 207

Trends Customer Service Chatbots Omni-Channel 207

Alliance by IFS

DECEMBER 18, 2018

With 2018 almost at an end, let’s reflect on the best field service resources from this year. Thank you for visiting Astea’s blog, a place for service professionals from around the globe to find helpful educational resources on everything “field service”! We hope you enjoy them. Happy New Year from everyone here at Astea.

Resources 62

Resources Infographics ROI Social Media 62

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog. Is your Contact Center Keeping Up?

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

NICE inContact

APRIL 12, 2019

In early 2018, Unisys reimagined its service desk offering and worked toward developing a solution that would deliver an outstanding customer experience. As the global market leader in contact center technology, CXone has delivered the omnichannel experience and cost efficiencies Unisys was looking for.

Omni-Channel 27

Omni-Channel Contact Center Innovation Tools 27

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. Click here to read the blog. Click here to read the blog. Click here to read the blog. Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

NICE inContact

AUGUST 12, 2019

This blog is Part One of a two-part series that aims to demystify these four components. This complexity is probably why a 2018 ICMI survey of 600+ call centers found that less than 1/3 of contact centers are very satisfied with their existing scheduling process. Let’s look at forecasting and scheduling first. Forecasting.

Contact Center 149

Contact Center Management Employee Engagement Call Center 149