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. Customer satisfaction has been in a freefall for four years running. Rethink the contact center environment: . But, it can be done. About Matt Dixon.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Customer Interactions

JULY 7, 2015

As you know, NICE has been a leading provider of solutions for the contact center space for many years. Contact centers around the world use a variety of NICE solutions (call recording, quality monitoring, workforce management, interaction analytics etc.)

Contact Center 28

Contact Center Call Recording Customer Satisfaction Analytics 28

Eptica

JUNE 24, 2016

The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. However, simply focusing on topline growth actually undersells the impact of good customer experience and superior service. Stronger brand reputation Certain companies are well known for the customer experience.

ROI 50

ROI Self Service Customer Experience Airlines 50

Avaya

MARCH 23, 2017

At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX). In today’s smart, digital world, companies must transform the traditional call center into an integrated, digital communications hub. Driving Contextualization with Attribute Matching. sales, service, support).

Apparel 61

Apparel Contact Center Call Center Omni-Channel 61

NobelBiz

FEBRUARY 22, 2023

In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. From a contact center perspective, customers now expect to contact a company when and how it is convenient for them. It is already existent and applicable in contact centers.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. From a contact center perspective, customers now expect to contact a company when and how it is convenient for them. It is already existent and applicable in contact centers.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

Verint

APRIL 19, 2017

The term gamification first gained widespread usage around 2010, but adoption of gamification in business environments was seen mostly as a passing trend—something to satisfy the perceived needs of millennials. Many organizations looked at gamification as a “nice to have” but not an essential solution to driving better performance.

Gamification 44

Gamification Financial Trends Employee Engagement 44

NICE inContact

DECEMBER 9, 2015

As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Searching for the Ideal Contact Center System. That was unheard of in 2010.”. Earned a customer satisfaction score of 93.6%

Customer Service 188

Customer Service Contact Center e-support Call Center 188

NobelBiz

MAY 25, 2023

Understanding Customer Data Platforms (CDPs) Although similar tools existed in the past, the term Customer Data Platform was first used in 2010. It was meant to describe a marketing software that could build a single customer view (a collection of all of a customer’s data and events into one file).

Call Center 98

Call Center Software Data Contact Center 98

Storyminers

JULY 6, 2020

Eliason, who interacted with more than 10,000 Comcast customers via Twitter, was the subject of significant press attention; he was featured in The Wall Street Journal , ABC News , Wired , The Washington Post , BusinessWeek , Forbes , and The Philadelphia Inquirer , among other publications.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Eliason, who interacted with more than 10,000 Comcast customers via Twitter, was the subject of significant press attention; he was featured in The Wall Street Journal , ABC News , Wired , The Washington Post , BusinessWeek , Forbes , and The Philadelphia Inquirer , among other publications.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Magellan Solutions

JULY 5, 2021

Established in 2010, they were able to provide quality solutions for their clients through efficient recruitment of skilled professionals. This can be a great advantage especially if the SME is aiming for a higher customer satisfaction rate. Transec BPO Solutions Inc. Transec BPO Solutions Inc. BMG Outsourcing.

Call Center 40

Call Center Company Omni-Channel e-support 40

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40