Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 106

Contact Center Report Customer Journeys Customer Centricity 106

Talkdesk

SEPTEMBER 11, 2017

The final stop on our 2017 Talkdesk Road Show is Austin, Texas on Sept 13th! This is a free opportunity to hear from industry thought leaders on how to create an intelligent, efficient and customer-aware contact center through cloud, mobile and AI technologies. Brandon Turner – Senior Manager, Acxiom .

Contact Center 47

Contact Center Social Media Consulting Analytics 47

West Monroe

JULY 24, 2017

And, we often share our best (and worst) experiences with friends, family, along with everyone else on social media. I love the power of social media! If you are keen on customer-centricity, you need to think about making strategic investments in customer service technologies – especially within your contact center.

Virtual Agent 53

Virtual Agent Contact Center Self Service Technology 53

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Proactivity is Key.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers.

Contact Center 45

Contact Center Customer Engagement Engagement Customer Service 45

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Finally, the metrics of customer service for in-store or contact center employees have long been about the group.

Case Study 152

Case Study Airlines Conference Wait Times 152

Talkdesk

FEBRUARY 27, 2020

For example, according to a DMG Consulting report , the Cloud-Based Contact Center Infrastructure (CBCCI) market has increased its number of seats by 20.1% between 2017 and 2018. Embrace the cloud The first step in any successful digital transformation is to embrace the cloud and what it can do for your organization.

Abandon Rate 80

Abandon Rate Contact Center Competitive Advantage Comparison 80

Avaya

DECEMBER 18, 2018

‘Twas the night before Christmas, the contact center was quiet, Not an agent was stirring, not even a pilot. During the 20-hour period in 2017, 1,643 hotline volunteers, including Avaya staff, answered a record 126,103 calls to the NORAD Tracks Santa 1-877 HI-NORAD hotline. MST on Dec. 24 and end on 12 a.m.

Contact Center 80

Contact Center Travel Government Airlines 80

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media.

Technology 122

Technology Customer Service Contact Center Gamification 122

Joe Rawlinson

AUGUST 9, 2017

The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 Use social media channels to keep in touch with your customers and stay engaged. Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Sharpen) We went one-on-one with Zappos to get a sneak peek into the contact center famous for their customer service. TeleTech) Memorable.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. A year ago, 2017 was designated as the “ year of the chatbot ” but at the time of the survey, only accounted for 6% of customer contact.

Contact Center 46

Contact Center Self Service Social Media Chatbots 46

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. A year ago, 2017 was designated as the “ year of the chatbot ” but at the time of the survey, only accounted for 6% of customer contact.

Contact Center 46

Contact Center Self Service Social Media Chatbots 46

NICE inContact

AUGUST 27, 2018

Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further. The social channel as a whole is much more diverse than any other channel. In July 2018, Facebook had 2.2

Social Media 121

Social Media Contact Center Customer Journeys Interaction 121

Talkdesk

FEBRUARY 27, 2020

For example, according to a DMG Consulting report , the Cloud-Based Contact Center Infrastructure (CBCCI) market has increased its number of seats by 20.1% between 2017 and 2018. Embrace the cloud The first step in any successful digital transformation is to embrace the cloud and what it can do for your organization.

Abandon Rate 60

Abandon Rate Contact Center Competitive Advantage Comparison 60

NobelBiz

FEBRUARY 23, 2023

Small and medium-sized contact centers, in particular, may find this burdensome. CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Businesses and contact centers of all sizes may benefit from the power of cloud communication at a low cost this way.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

FEBRUARY 23, 2023

Small and medium-sized contact centers, in particular, may find this burdensome. CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Businesses and contact centers of all sizes may benefit from the power of cloud communication at a low cost this way.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

Eptica

OCTOBER 4, 2017

Date: Wednesday, October 4, 2017 National Customer Service Week: The opportunity of Artificial Intelligence. Published on: October 04, 2017. Combined with the growth of AI this has led to much talk about whether we are going to see the end of the traditional contact center, with agents replaced by machines.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. Author: Pauline Ashenden Consumers are spending more and more of their time on social media networks, with the likes of Twitter and Facebook now vital sources of news, information as well as places to interact with friends, families and brands.

Tips 55

Tips Customer Service Social Media Self Service 55

ShepHyken

JANUARY 29, 2018

LiveChat) The report contains key customer service findings from 2017 and trends for 2018. Bridging the social media and business enterprise gap: Interview Special by Tim Sandle. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki.

Customer Service 94

Customer Service Social Media Tips Trends 94

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Also, the smart customers are becoming more inclined towards the online mediums of interactions like live chat, social media or even email. Shep Hyken.

Government 90

Government Technology Trends Social Media 90

Verint

MARCH 29, 2017

Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present “The Contact Centre: Your Secret Weapon in Delivering Exemplary Customer Experiences” at 10:25 a.m. ISC West 2017. AEDT on April 4. April 4-7; Las Vegas, Nevada.

Social Media 20

Social Media Chief Customer Officer Contact Center Customer Experience 20

Provide Support

JULY 20, 2017

95% of customers share bad experiences with others, 54% share bad experiences with 5+ people, 45% share negative reviews on social media. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. 66% of customers are most frustrated from interacting with employees who are rude or unfriendly. (.).

Social Media 69

Social Media Customers Interaction Customer Service 69

Customer Bliss

MAY 3, 2017

It’s one of the main reasons why we continue to see stories of service failures (and the resulting customer outrage that ensues) all over social media. Rethink the contact center environment: . Matt Dixon is Group Leader of the Financial Services and Customer Contact Practices of CEB (NYSE: CEB) in Arlington, VA.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Comm100

JANUARY 14, 2016

Social Media Is a Powerful Support Platform. Despite all of the hype that has surrounded social media giants such as Facebook and Twitter, companies have been slow to adopt these platforms for customer service and sales support. Of course, one of those channels is social media.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017.

Retail 73

Retail Customer Experience Self Service Ecommerce 73

Avaya

NOVEMBER 2, 2017

I highlighted how Avaya is extending our reach in contact centers with chatbot and artificial intelligence technologies. Enterprises understand the need, as reflected in Nemertes Research 2017-18 Digital Transformation Study , where they found that 75% of enterprises have or are planning a digital transformation strategy.

Chatbots 57

Chatbots Customer Experience Self Service Contact Center 57

Avaya

APRIL 3, 2017

I recently attended the 2017 MoNage conference, which focused on the Age of Messaging over the Net—a phrase coined by the founder Jeff Pulver. He extends his vision that messaging is at the center of the digital transformation era. Digital transformation has made the mobile device the preferred method for contacting businesses.

Customer Journeys 58

Customer Journeys Contact Center Conference Chatbots 58

CSM Magazine

MAY 19, 2020

Puzzel, a leading cloud-based contact centre software provider, has announced that London’s largest further education college group, Capital City College Group, has successfully implemented Puzzel’s omni-channel customer service solution including the latest AI-powered Agent Assist technology.

Omni-Channel 52

Omni-Channel Groups Brands Abandon Rate 52

Up Your Service

MAY 3, 2017

Good or bad, social media massively amplifies the word-of-mouth effect. In its 2017 travel and hospitality outlook, Deloitte predicts that customer experience will make a much bigger impact than loyalty programs on customer retention. The contact center as a concierge. Turning loyalty members into evangelists.

Hospitality 74

Hospitality Travel Industry Brands 74

Qualtrics

JULY 15, 2019

have used social media to complain about a brand or its customer service. Social media support. In-person support centers. – View or contact center experience solution here. What’s surprising is that it’s not just millennials that want more options, but those 55+ as well. Self-help articles.

Net Promoter Score 41

Net Promoter Score Customer Service Customer Experience Social Media 41

ShepHyken

NOVEMBER 4, 2022

In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . The 21st-century customer is spoiled with many channels to choose from- chatbots, self-service portals, social media and guides, and traditional phone calls. . Self-Service for Timeless Customer Support .

Self Service 65

Self Service Customer Experience Multi-Channel Call Center 65

ProProfs Chat

MAY 6, 2020

Customer Experience Through Social Media. 60% of companies have expanded their focus on contact center efficiency, while 65% of contact centers track their efficiency efforts. (Source: Call Miner ) Tweet this. In 2018, 51% of e-commerce brands offered same-day delivery, up from 16% in 2017.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

COPC

OCTOBER 1, 2019

Gladys is a seasoned BPO leader with proven expertise in service operations and contact center strategies. The Conduent brand name was created in January 2017. The modules in the HPMT training were instrumental for our managers, whether they were internally promoted or a seasoned contact center manager.

Contact Center 40

Contact Center Training Government Technology 40

Talkdesk

FEBRUARY 13, 2018

In Deloitte’s 2017 Global Contact Center Survey , contact center executives said one of the big changes that will transform the customer experience in the next few years is the aim of making interactions “effortless.”. Consumers prefer solutions that are quick, convenient and on their terms. 1: Product demos.

Self Service 40

Self Service Contact Center Social Media Software 40

ShepHyken

NOVEMBER 14, 2016

That stat probably applies to other social channels as well. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Be sure to read through the entire article as there are some good suggestions to focus on in 2017. 8 Realistic Customer Service Trends for 2017 by Sven Ri.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

TechSee

FEBRUARY 19, 2019

Susan Welsh de Grimaldo, MD of Strategy Analytics moderates a session featuring BMW’s Global Head of Digital Marketing, the MD of Google Spain & Portugal, Mastercard’s EVP Digital Solutions, the SVP of Communications & Media at Salesforce, Telefónica’s Director of Internet & Social Media and the Head of Technology at Visible.

Self Service 95

Self Service Innovation Telecommunications Consumers 95