Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Contact Center 100

Contact Center Report Banking eBook 100

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. We’ve updated it for 2017. What CX trends do you see emerging this year?

Trends 147

Trends Customer Experience Wireless Entertainment 147

Wired and Dangerous

JANUARY 4, 2016

Welcome to 2016! We want to start 2016 by sharing one of our favorite examples of someone dedicated to delivering great service. Thank you for following our blog and best wishes for a fantastic 2016! ~ Chip and John. We are excited about the sparkling opportunities and shining moments that lay ahead!

Call Center 70

Call Center Resources Consulting Study 70

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. This blog post will serve as a hub of our Opentalk content. This blog post will serve as a hub of our Opentalk content. Live and Post-Event Blog Coverage. Pre-Event Blog Coverage. Opentalk2016.

Social Media 40

Social Media Omni-Channel Conference Call Center 40

Provide Support

DECEMBER 13, 2016

Stay Connected with your Customers. That is why it is important to stay connected with your customers and keep them informed about your company innovations and events. In this blog post I would like to offer you 6 strategies you may take to stay connected with your customers and create positive customer experience. (.).

Connections 40

Connections B2C B2B Study 40

Chadwick Martin Bailey

DECEMBER 30, 2015

We run this blog a little differently than other corporate blogs. Before we blast into 2016, we wanted to reflect on our blog this past year by taking a second look at some of our favorite posts: This year, we launched a market research advice column— Dear Dr. Jay. Heidi Hitchen did just that in her blog post this year.

Analytics 52

Analytics Consumers Analysis Consulting 52

OpinionLab

NOVEMBER 1, 2016

There is a whole body of work on how eliciting a positive emotional connection with customers leads to retention, advocacy and increased lifetime value. Here’s a guide to how OpinionLab can help uncover actionable insight that enables you to make great emotional connections with your mobile customer. 2) CX is a business priority.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

There is a whole body of work on how eliciting a positive emotional connection with customers leads to retention, advocacy and increased lifetime value. Here’s a guide to how OpinionLab can help uncover actionable insight that enables you to make great emotional connections with your mobile customer. 2) CX is a business priority.

Innovation 60

Innovation Return on Investment Airlines Study 60

Avaya

SEPTEMBER 12, 2016

Security experts are converging at ASIS 2016, the world’s premier security event. To learn more about how Avaya is Securing the Everywhere Perimeter , please visit us at ASIS 2016, September 12-15 at the Orange County Convention Center in Orlando, Florida. Over 20,000 security professionals, including the top U.S.

Transportation 40

Transportation Healthcare Government Conference 40

Customer Bliss

DECEMBER 1, 2016

It’s been a busy 2016. All the competencies connect to business growth. This summer, we actually did a blog post on how to put the recipe cards into action too. One of my big goals in 2016 was to launch a podcast — and, with the help of my team, I did it. Customer experience improvement program: Blogs.

Customer Experience 130

Customer Experience Customers B2B Connections 130

ShepHyken

MARCH 23, 2018

It is likely that company communication, from leadership and throughout the organization, does not adequately connect with employees and bring them into the company narrative. Impact: Employees with an emotional connection to their work are more productive. How to prevent and correct: Difficult news is just that.

Communication 81

Communication Leadership Airlines Social Media 81

NICE inContact

MARCH 23, 2016

Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. The post This Week in Enterprise Tech with inContact appeared first on inContact Blog. Rajeev Shrivastava, Chief Strategy Officer at inContact, recently sat down with Fr. Learn how you can achieve your business goals with inContact.

Contact Center 120

Contact Center Connections Technology Strategy 120

Tricia Morris

APRIL 1, 2016

In the most recent American Express Customer Service Barometer , 99% of consumers say that getting a satisfactory answer or being connected to someone knowledgeable are important prerequisites to a great customer service experience. Get the 2016 Knowledge. ——– Want More Knowledge?

Infographics 40

Infographics Self Service Customer Service Report 40

Vonage

OCTOBER 24, 2016

Attending Connect 2016? Connect – customer, company and the thought process behind every interaction. 5 reasons not to miss Connect 2016 if you’re striving for sales & service excellence. You need 120% appeared first on Blog | NewVoiceMedia. Here are 5 tips for making the most of our conference.

Airlines 120

Airlines Customer Service Conference Culture 120

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

Comm100

NOVEMBER 29, 2021

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. Omnichannel platforms connect all the key digital supports channels into one unified console, pulling together data from live chat, social media, ticketing, email, and SMS.

Trends 214

Trends Customer Service Chatbots Omni-Channel 214

NICE inContact

AUGUST 16, 2016

While preparing this blog, I kept thinking about Millennials. Our newest Customer Experience (CX) solution, Visual Interactive Calling, provides a spectrum of voice and digital possibilities that meet the customer where they are and create possibilities for ever-expanding digital connections. Everyone’s talking about them.

Omni-Channel 121

Omni-Channel Customer Experience Conference Retail 121

NICE inContact

JANUARY 24, 2018

Similarly, the Salesforce Einstein AI platform was initially announced in 2016. Learn more about Digital Transformation and AI at Enterprise Connect. That session will be moderated by Melanie Turek, VP of Research, Connected Work, Frost & Sullivan. Plan to join us!

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. Read more at www.storyminers.com and check out the blog on CX, design and customer engagement. .

Trends 171

Trends Customer Experience Wireless Entertainment 171

Comm100

JANUARY 21, 2021

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn. From here, they connect with an agent and exchange typed messages (and even talk over audio and video chat, but we’ll get on to this later on). We’ll get into this later).

Video 246

Video Social Media Software Knowledge Base 246

ijgolding

JANUARY 4, 2017

In the last two days, I have lost count of the number of blog posts articles that have been produced talking about this very subject – so I thought I would add another from my own perspective!! Rather than describing what I observed in 2016 specifically, I want to encourage people to think about what they should be doing in 2017.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. If you enjoyed this post, you might be interested in the following blogs and podcasts: What Should Wells Fargo Do Now? 8 September 2016.

Banking 141

Banking Financial Customer Experience Consulting 141

transcosmos Information Systems

DECEMBER 1, 2015

Here are 4 of the top trends that will shape the way we do business in 2016, which we need to look out for. Customers will expect more in 2016 and companies need to go back towards the basics. By allowing such concepts to come into play with your business in upcoming 2016, expect a positive outcome. Reliable company technology.

Trends 48

Trends Social Media Consumers Technology 48

Avaya

JUNE 17, 2016

One winner from Carlson Wagonlit Travel modified their website by adding a button which enables agents to connect with customers. The post Avaya Breeze™ Proven to be a Breeze for Developers at IAUG 2016 appeared first on Avaya Connected Blog.

Self Service 40

Self Service Omni-Channel Conference Travel 40

Vonage

AUGUST 15, 2016

Modern contact centers must leverage the full spectrum of channels customers are using to connect. As featured on the Salesforce Blog. Using Salesforce CTI to connect customer data to the sales and service experience. 5 reasons not to miss Connect 2016 if you’re striving for sales & service excellence.

Self Service 120

Self Service Contact Center Trends Connections 120

ShepHyken

OCTOBER 17, 2016

Salesforce Australia & NZ Blog) The field of customer service is undergoing a major change, and it’s one for the better. They want a connection. The post 5 Top Customer Service Articles For the Week of October 17, 2016 appeared first on Shep Hyken. 7 Customer Service Tips to Build Stronger Relationships by Salesforce.

Customer Service 48

Customer Service Customer Journeys Tips Loyalty 48

Brandwatch CX

MARCH 7, 2023

million blog posts are published every month A 2011 study by AOL/Nielsen showed that 27 million pieces of content were shared every day, and today 3.2 million blog posts are published every month A 2011 study by AOL/Nielsen showed that 27 million pieces of content were shared every day, and today 3.2

Social Media 98

Social Media Video Advertising Marketing 98

Comm100

NOVEMBER 29, 2021

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. Omnichannel platforms connect all the key digital supports channels into one unified console, pulling together data from live chat, social media, ticketing, email, and SMS.

Trends 159

Trends Customer Service Chatbots Omni-Channel 159

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. “The connection was so strong that we could have talked for 18 hours if we really wanted,” he said.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

ShepHyken

SEPTEMBER 26, 2016

Now, there are multiple channels for the customer to use to connect to a company. Joseph’s Blog) I’ve often said anyone can create a mouse. The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken. It used to be the main mode of contact was with the phone.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Brandwatch CX

NOVEMBER 8, 2023

The Windows app ceased functioning in April 2016. bw_banner_cta] 10) Mention Mention monitors million of sources in 42 languages, helping you stay on top of all your brand mentions on social networks, news sites, forums, blogs or any web page. bw_banner_cta type=2]Understand your audience. Build better campaigns. Measure what matters.[/bw_banner_cta]

Social Media 98

Social Media Tools Analysis Metrics 98

ShepHyken

JULY 11, 2016

I have written about this subject in the past – yet I assure you this blog post is not a rehash of previous ramblings. It continues to be a popular way for customers to interact/connect with companies, which is why you should pay close attention to these simple customer service email tips. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

Vonage

JULY 22, 2016

Related Posts 5 reasons not to miss Connect 2016 if you’re striving for sales & service excellence. In 2016, getting a competitive advantage requires making this shift. In 2016, getting a competitive advantage requires making this shift. To learn more, download the full report here: www.toistersolutions.com/burnout.

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

ShepHyken

NOVEMBER 1, 2021

Seth’s Blog) Customer service is expensive. Business Insider) Connected commerce refers to a customer experience that integrates commerce across all aspects of the customer’s life. It’s the word to describe the connected and digital world. (By Here are my top five picks from last week.

Customer Service 76

Customer Service Retail B2B B2C 76

Vonage

JULY 25, 2016

Today’s connected shoppers have access to an unprecedented volume of information, which, in turn, has allowed them to take near full control of the customer experience. In a recent blog published by Salesforce , John Zissimos described this development as the ‘Age of the Customer’. appeared first on Blog | NewVoiceMedia.

Feedback 120

Feedback Brands Exceptional Customer Service Social Media 120