Intercom, Inc.

DECEMBER 22, 2020

As it happens, 2020 has only reinforced this, by highlighting again and again the importance of strong customer relationships as the structural foundation on which solid businesses are built. The post What we learned from Scale in 2020 appeared first on Inside Intercom.

Customer Relationship 220

Customer Relationship Customer Loyalty CX Sales 220

Callminer

DECEMBER 4, 2019

Microsoft’s Richard Peers predicted that by 2020, 85% of customer service interactions would be handled without a human agent. Here's what I think.

Customer Service 182

Customer Service 182

Callminer

MAY 10, 2020

This infographic shares the four stories behind the 2020 US CallMiner Churn Index report.

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Callminer

MAY 10, 2020

This infographic shares the five stories behind the 2020 UK CallMiner Churn Index report.

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Intercom, Inc.

NOVEMBER 18, 2019

The post Where chatbots are headed in 2020 appeared first on Inside Intercom. The study’s margin of error is ±4.1% at the 95% confidence level for the consumer study and ±4.3% at the 95% confidence level for the business leader study.

B2C 42

B2C Sales B2B Start-ups 42

Callminer

MAY 26, 2020

Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics.

Customer Satisfaction 340

Customer Satisfaction Touchpoint Start-ups CX 340

Fonolo

DECEMBER 10, 2020

2020 was the year that companies finally realized that nobody escapes a call surge. Let’s look at the worst companies to call in 2020. Worst Company to Call in 2020. Peter Atkinson (@PeBriAtk) December 9, 2020. Matthew welborn (@matwelborn) November 30, 2020. Sam Stewart (@82sammo) November 29, 2020.

Government 162

Government Retail Customer Service Customer Experience 162

Customer Service Life

FEBRUARY 10, 2020

Best Uses of AI in Customer Service – AI will continue to be an area of intrigue in 2020. 30 Customer Experience Experts: Here’s What To Expect In 2020 – Dan Gingiss compiled a wonderful collection of opinions from CX expects in this Forbes article. ICMI Top 50 Thought Leaders to Follow on Twitter – January 2020.

Customer Service 151

Customer Service Contact Center Customer Loyalty AI 151

Beyond Philosophy

DECEMBER 31, 2019

Here we go, beginning of 2020 and a whole new decade. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . In 2020, we are going to see continued development in these areas. . It is essential to reflect where we have been and where we want to go at this time of year.

Customer Experience 152

Customer Experience Artificial Intelligence Gambling AI 152

eglobalis

OCTOBER 14, 2024

I would be interested to hear your thoughts, and if you’d like to connect, feel free to do so here on LinkedIn.

Education 450

Education Customer Experience Customer Journey Map Innovation 450

Fonolo

OCTOBER 22, 2020

Of all the years in recent memory, 2020 will stand out as one the most challenging and unexpected. 2020 Holiday Shopping Trends Report, Tinuiti. According to @MorningConsult, 67% of shoppers plan to reduce their general holiday spending in 2020. Industries worldwide have risen to meet their new realities and adapted admirably.

Retail 133

Retail E-commerce Social Media Finance 133

ECXO

AUGUST 12, 2024

The company’s focus on simplifying the user experience, from setting up meetings to screen sharing, led to a surge in daily active users from 10 million in December 2019 to over 300 million by April 2020. billion in 2020. billion in 2020, as more businesses adopted its platform.

CX 395

CX E-commerce Legal B2C 395

Beyond Philosophy

FEBRUARY 10, 2020

The post Meeting Customers Unmet Needs, The New Imperative for 2020 appeared first on Customer Experience Consulting. Colin is an international author of six bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Hospitality 172

Hospitality Hospitality Business Growth Customer Acquisition 172

eglobalis

NOVEMBER 3, 2024

If you found this article insightful, feel free to connect with me on LinkedIn and join the conversation or read more articles on [link] Previous articles: Delete, Ignore, Snub or Engage?

CX 516

CX B2B Innovation Sentiment Analysis 516

Fonolo

NOVEMBER 5, 2020

The State of the Contact Center 2020. The post How to Prepare Your Call Center for Shopping Season 2020 first appeared on Fonolo. Now more than ever, customers are looking for companies to support them on whatever channel they prefer, whether it’s social media, chat support, or voice calls.

Contact Center 132

Contact Center Social Media Omnichannel Start-ups 132

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. ” – Julie Bai, Call Center Technology and Trends Every Business Leader Must Know in 2020 , Nextiva; Twitter: @Nextiva. Video chat assistance is on the rise. Video customer service is coming.

Technology 376

Technology Technology E-commerce Contact Center 376

Callminer

MARCH 15, 2018

We decided to take a deep-dive into the latest debt collection industry figures and statistics to get a glimpse of the current state of debt collection.

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Inside Customer Service

MARCH 11, 2021

The survey was conducted in 2020. This appeared to be the case in 2020, where the overall leadership score increased by 5.3 This was another strong category in 2020, showing a 4.6 percent drop from 2015 to 2020. percent in 2020. Benchmark Portal's last Agent Voices Report was released in 2015.

Contact Center 252

Contact Center Customer Feedback Gaming Customer Service 252

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. LinkedIn : [link]. Website : [link] /.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Callminer

MAY 25, 2020

Here are some of the best metrics a call center can start with to inform growth strategies and track performance.

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eglobalis

JUNE 27, 2024

Under its Vision 2020 strategy, Siemens emphasizes strong leadership and structured governance to drive customer-centric transformations. Dedicated CX Team: Siemens established dedicated teams within its divisions to oversee the CX strategy.

Customer Experience 455

Customer Experience VOC Net Promoter Score Government 455

ECXO

OCTOBER 14, 2024

Last weeks articles: Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On – [link] Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead – [link] The Hidden Flaws in Toyota’s German Dealerships CX: What Happened to Accountability?

CX 156

CX Customer-Centric Organization Touchpoint Social Media 156

Callminer

MAY 12, 2020

Call centers around the world are faced with the ever-intensifying challenge of meeting consumers’ expectations. As calls flood the lines during peak periods, such centers need powerful tool sets to handle them all.

Compliance 182

Compliance CRM Legal Customer Relationship Management 182

Uniphore

AUGUST 6, 2021

Few events have tested the modern contact center—and exposed its shortcomings—like the 2020 pandemic. While agent expectations have increased dramatically, the state of agent enablement still looks much like it did before 2020. David Sokolitz, VP Solution Design at Arise Virtual Solutions, discusses the rise of complex transactions.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Callminer

MAY 11, 2020

Here are tips and best practices to simplify the call center software selection process, allowing you to choose excellent solutions without wasting time.

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CX Accelerator

NOVEMBER 26, 2019

We look forward to broadening our footprint globally in 2020, learning from their unique perspectives, and strengthening the ways we all collaborate to empower better customer experiences. We’re so excited to see what 2020 holds! This month, we were thrilled to welcome Amigos Do CX to our Slack community. For those of you in the U.S.,

CX 243

CX Contact Center Education Customer Experience Management 243

Futurelab

MARCH 20, 2022

Today’s post includes an excerpt of a guide I wrote for GetFeedback in November 2020. The original guide can be found here , and a video excerpt can be found here. Linkedin Share Button. Tweet Widget.

Customer Experience 189

Customer Experience 189

Beyond Philosophy

JULY 2, 2020

However, the Dallas News reported in April that they are predicting a 90 percent drop in revenue for the second quarter of 2020. Sources: “Delta, the most profitable US Airline, reports a $534 million loss in the first three months of 2020.” 22 April 2020. 17 May 2020. 12 May 2020. 17 June 2020.

Customer Experience 195

Customer Experience Non-Profits CX 195

Uniphore

JUNE 9, 2021

In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. According to the 2020 Deloitte Global Human Capital Trends survey, 67% of organizations have yet to truly incorporate AI into their knowledge management strategy. Implement real-time embedded learning.

Contact Center 246

Contact Center Education AI Start-ups 246

Intercom, Inc.

JUNE 27, 2020

Find out more about Intercom’s Pride 2020 program here. On a personal note, I was humbled and honored to have these meaningful conversations with my colleagues. They are each as unique and insightful as each other. We hope you enjoy and Happy Pride from all of us at Intercom.

Sales 211

Sales 211

Fonolo

OCTOBER 8, 2020

We compiled a list of the businesses with the most #OnHoldWith complaints via Twitter from March to August 2020. . #10. Salty McSalty (@Besitos_Anna) May 18, 2020. Cassidy Lavin (@laughinlavin) September 23, 2020. Alexander de Jong (@alexanderdejong) September 7, 2020. Lisa Chang (@lisachangny) August 3, 2020.

Social Media 141

Social Media Invoicing Contact Center Customer Service 141

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Download the full industry report FREE: The State of the Contact Center 2020 .

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

Intercom, Inc.

MAY 12, 2021

We first implemented the High-Performing Teams (HPT) framework in early 2020 to focus on team alignment, continuous improvement of processes, and collaboration. When we first implemented the framework in early 2020, the sudden move to remote working meant we were dealing with a fresh set of circumstances. From version 0.5 to version 1.

Engineering 239

Engineering Start-ups Customer Feedback 239

CX Accelerator

MAY 25, 2022

She was the 2019/2020 recipient of the CloudCherry CX Influencer Award and is an ICMI Top 25 Thought Leader. She is known for her thought leadership, speaking about CS, CX and self-care for contact center agents at business conferences such as Zendesk Relate and ICMI Expo. Back to CX Accelerator Blog

Social Media 316

Social Media CX Contact Center Customer Service 316

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. And after all, being comfortable in uncomfortable situations is on my 2020 vision board! . Wherever you feel you could improve will usher you into your 2020 vision board. Check out my 2020 Vision Board Pinterest board for some ideas!

Start-ups 182

Start-ups Gaming CX Customer Service 182