C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Customer Service 108

Customer Service Social Media Customer Service Representative Connections 108

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service Representative 98

Customer Service Representative Customer Service 2013 Exceptional Customer Service 98

Win the Customer

FEBRUARY 1, 2016

Gartner reports that failure to respond to customer service requests on social media may result in a 15% churn rate, which can mean millions lost. If your customers come to you via social media seeking support, not responding in a timely manner can greatly impact your bottom line. The hard part is that social media never sleeps.

Social Media 90

Social Media Customer Service 2013 Consumers 90

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 98

Customer Service 2019 Banking 2007 98

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. They are an effective, low-cost solution for customer support.

2013 159

2013 Feedback Sales Social Media 159

Tricia Morris

JANUARY 25, 2016

As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place.

2016 68

2016 Customer Service Chief Customer Officer Magazine 68

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How do you support the remote and/or hybrid environment from a technology perspective? What results have you seen?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

ShepHyken

JUNE 10, 2016

I agree that the hospitality industry seems to be the perfect place to find excellent examples of good (and bad) business practices as well as examples of customer service. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Hospitality 81

Hospitality Blog Hotels Customer Service 81

TechSee

JANUARY 24, 2019

Live video support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. With live video chat support, face-to-face communication is established between agent and customer.

Contact Center 141

Contact Center Financial Document 2025 141

Oracle

MAY 26, 2020

Pella has become a leader in technology and product innovation with more than 150 product and design patents. Pella’s passion for quality and innovation goes beyond the products and encompasses every part of the customer journey. In short, customer service directly impacts brand loyalty. They were disconnected.

Customer Service 69

Customer Service Effort Score B2C Average Handle Time 69

Totango

MAY 27, 2022

Another difference from the sales-led growth strategy is that when you let your product-led growth, your sales process works in tandem with the entire customer-facing side of your business. Your marketing, sales, customer service, and customer success teams all help support a satisfying experience of your product that will promote a purchase.

2013 126

2013 2004 2007 Customer Retention 126

Kayako

OCTOBER 13, 2016

Can you imagine a world where customer service was over physical mail? Customer service has had many different approaches over the last 100 years, but one thing has remained consistent: Customers have always wanted effortless interactions. Customers want more personable service experiences.

Customer Service 99

Customer Service Social Media Call Center 2016 99

CSM Magazine

OCTOBER 23, 2024

” Digital certification and job completion reporting is important for Bedale’s clients and these have boosted customer service as worksheets and certificates can be shared with the client as soon as a job has been completed. “BigChange has transformed the management of our mobile operation,” Lunnon concluded.

Management 52

Management 2018 2013 Customer Relationship Management 52

Comm100

FEBRUARY 19, 2021

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to.

Customer Experience 133

Customer Experience 2013 2020 Consumers 133

Maz Iqbal

OCTOBER 9, 2014

Little Change In The State of Customer Experience Excellence From 2013. Nationwide (building society, financial services). Here are my take on this Top 10 list in comparison with 2013 : Virgin Atlantic and Ocado have dropped out of the Top 10. Not technology! Technology can enable or hinder the customer experience.

2014 89

2014 Customer Experience 2013 Retail 89

Customer Bliss

JULY 3, 2018

Focused on improving the customer experience, the state of Maryland put together a “ Bill of Rights ” for customers to demonstrate their commitment to providing the best possible customer service to their citizens. He serves as Managing Director for the Maryland Department of Commerce.

Government 120

Government Customer Experience Management Customer Experience Management 120

ShepHyken

JUNE 28, 2019

Technology replacing humans. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In general, technology is augmenting —not replacing — the employee. That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM.

Contact Center 117

Contact Center Blog 2019 Banking 117

Customer Guru

JANUARY 3, 2018

Mr. Patel is a leading Customer Service Consultant in India. Having worked with leading organizations such as ClearTax and Amazon, and across multiple industries, he has closely observed the impact that customer experience has on the growth of any business. One can only imagine how customers would have really felt!

Consulting 83

Consulting Customer Service Customer Centricity Transportation 83

Win the Customer

SEPTEMBER 28, 2015

Customers are demanding more options and flexibility, so it’s wise for businesses to find multiple payment options that work for them and their customers to deliver complete customer experiences. Customers want and need flexible payment options.

E Commerce 102

E Commerce Customer Experience 2013 Customers 102

CSM Magazine

SEPTEMBER 11, 2024

Specialised Fire & Security is using BigChange job management software to improve customer service with engineers live-linked to back-office systems using a mobile app. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

Customer Service 52

Customer Service 2013 2018 Customer Relationship Management 52

Experience Matters

JANUARY 20, 2015

Texas NICUSA provides support for Texas.gov and implements technology solutions for Texas governmental agencies. If you enjoyed this report, check out Lessons in CX Excellence, 2014 and Lessons in CX Excellence, 2013. It serves over 50,000 monthly site visitors and 300 state and local governments. Download report for $195.

2015 108

2015 Customer Connectedness 2014 Net Promoter Score 108

Experience Matters

DECEMBER 22, 2014

That’s why he implemented a customer service policy called FAWTSY (Find A Way To Say Yes). Creativity in technology. I’m not surprised that Hall was named as the “Best Boss” in sports in 2013 by TeamWork Online. The bottom line : Customer-centric organizations need leaders like Derrick Hall.

Culture 125

Culture Sports Magazine 2005 125

CSM Magazine

NOVEMBER 21, 2024

About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

2018 52

2018 Customer Relationship Management 2013 2020 52

CSM Magazine

JULY 24, 2024

The results of a new survey into the customer service industry have been released by CommBox. The survey reveals a growing call from UK consumers for brands to find ways to fix declining levels of customer satisfaction, particularly as customers become more unforgiving of poor service delivery.

Consumers 52

Consumers Customer Service 2013 B2C 52

Win the Customer

JANUARY 13, 2016

In other words, mobile technology will become ever easier and more convenient to use. Businesses have had to move quickly to keep pace, making sure their websites are mobile-friendly, so they don’t lose out on the many customers who prefer to connect through a smartphone. That’s the kind of service mobile technology offers.

Call Center 85

Call Center Social Media 2013 2014 85

LiveChat

JANUARY 20, 2017

In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like. A quick history of customer service. Before we get to the future of customer service, let’s see how it looked in the past. It’s the era of omnichannel customer service.

Customer Service 62

Customer Service Customer Experience Social Media 2004 62

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? This means that delivering the right levels of customer satisfaction is a journey not a destination. Companies have to keep investing in improving the service and experience they offer if consumers are to remain satisfied. points to 77 out of 100.

Customer Service 49

Customer Service 2016 Contact Center 2013 49

Retently

MARCH 23, 2023

In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. The antivirus software company McAfee is at the bottom of the technology industry, earning a Net Promoter Score of 2. Ready to start?

Net Promoter Score 97

Net Promoter Score NPS Insurance Airlines 97

Eptica

SEPTEMBER 30, 2015

Given this importance of customer experience, the recent KPMG Nunwood 2015 UK Customer Experience Excellence Centre report , paints a worrying picture for British organizations. It shows there has been scant change to customer service levels, with no overall improvement since 2013. Share this page on: Tweet.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

CSM Magazine

DECEMBER 2, 2021

Trustee Fire and Security has boosted productivity by 25 per cent using the latest field service management software. . That has led to productivity gains across the office and field service operations of around 25 per cent. However, it’s customer service where the greatest benefits are being realised. About BigChange.

Technology 52

Technology 2018 2013 Customer Relationship Management 52

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 Service 59

Customer Service Customer Experience Magazine Books 59

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

Magellan Solutions

SEPTEMBER 20, 2016

How to outsource a customer service call center? First, determine what type(s) of customer service you want to outsource and what are your requirements for that. Secondly, with all of the above-mentioned requirements determined, contact a reputable customer service call center that can excellently provide you with those.

Call Center 68

Call Center Customer Service Telecommunications 2013 68

CSM Magazine

DECEMBER 19, 2022

However, there is one thing common to virtually every industry that makes a casino site even better: good customer service. Customer service is one of a business’s most commonly overlooked yet essential parts. The real gem of this website, however, is the exemplary customer service, which explains its place on this list.

Customer Service 52

Customer Service 2012 E-support 2005 52

CSM Magazine

DECEMBER 6, 2023

Designed for medium to large businesses across a range of industries including healthcare, banking, retail, telecommunications and insurance, Era AI is based on a winning combination of both proprietary technology developed by CommBox and commercial large language models.

Customer Service 52

Customer Service Telecommunications 2013 Customer Satisfaction 52

CSM Magazine

MAY 14, 2024

CommBox, the leader in AI and automated customer communications, is today launching its new partner programme, CommBox Connect. This programme opens CommBox’s market-leading technology to the broader customer service ecosystem, offering new revenue streams, faster time-to-value, and a more diversified client portfolio.

Connections 52

Connections Marketing 2013 Omnichannel 52

Magellan Solutions

MAY 3, 2022

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. In this article, there are four lines of companies that outsource call centers overseas, these are: Telecommunications and Technology Companies.

Call Center 81

Call Center Telecommunications Banking Financial 81