2012 2016 Consumers Contact Center 
NICE inContact
JULY 25, 2019
According to research done by Bersin and Associates (2012), companies with recognition programs have 31 percent lower voluntary turnover than companies that don’t. According to Deloitte Research (2016), employees value culture and growth almost twice as much as they value compensation and benefits. 3) Keep Your Agents Challenged.
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. What can we, the consumer, do to improve our own customer service experience? Please download the full report for complete details.
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Talkdesk
JANUARY 23, 2019
Historically, consumers had to go to a gym to work out, but in 2012 a new player came on the market to introduce new digital options. In 2016, Peloton faced a big challenge. Their contact centers were growing dramatically, and they needed a solution that would scale easily and quickly to support their growth. “We
Magellan Solutions
FEBRUARY 2, 2022
However, India started losing ground to the Philippines when fraudulent activities of Indian call centers were exposed in 2016. With the rise of such malpractices in the country, their BPO industry has lost call center businesses to the Philippines over the years. A Brief History of the Call Center Industry in the Philippines.
Tricia Morris
FEBRUARY 19, 2016
Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).
Eptica
JUNE 15, 2016
Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information.
Eptica
APRIL 26, 2016
Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences.
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