NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Talkdesk

MAY 6, 2020

With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. One “throat to choke” for all service issues.

Contact Center 80

Contact Center Self Service Competitive Advantage CRM 80

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Interactions

JUNE 24, 2021

Imagine if we time travelled back to 2010. I’m pretty sure that we would be astounded at the lack of channels, integration, and overall speed, personalization, and convenience of service that we had back then. A lot of traditional automation in the contact center is designed to make transactions more efficient.

Self Service 71

Self Service Customer Experience Contact Center Poor Customer Service 71

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. Rethink the contact center environment: . But, it can be done.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

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. By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service.

Call Center 98

Call Center Software Data Contact Center 98

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. Of course, customers will still get in contact and expect a fast, consistent answer to their query.

ROI 50

ROI Self Service Customer Experience Airlines 50