Talkdesk

APRIL 8, 2019

Our executive team is comprised of a diverse group of individuals who have varied career paths and knowledge they’ve gleaned from years of experience inside and outside of the contact center industry. In January 2016, we had about 120 employees in the company globally, but didn’t have a dedicated talent or HR resource.

Contact Center 40

Contact Center Leadership Resources Groups 40

Avaya

APRIL 6, 2016

For a limited time, we are offering companies of any size the opportunity to replace and upgrade their current contact center solutions with Avaya’s leading offerings at up to 60% off standard pricing. Gartner, Magic Quadrant for Contact Center Infrastructure, Worldwide, 18 May 2015. But that’s not all!

Self Service 40

Self Service Contact Center Omni-Channel Video 40

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. No wonder that Forrester’s research found that more people now use web self-service than the telephone to contact companies , with usage increasing from 67 percent of respondents in 2012 to 76 percent in 2014.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Avaya

SEPTEMBER 2, 2016

I’m proud to say that when Avaya attended GITEX in 2014, we came prepared with a solution that did just that. So what are we bringing for 2016? Our video teller machine (VTM) solution meant Avaya was the only technology vendor to demonstrate a real evolution in the market, taking the ATM into a branch-like environment.

Innovation 40

Innovation Feedback Contact Center Customers 40

Stella Connect

APRIL 4, 2017

Our StellaService Ecommerce Index studies show progress across the board since 2014, but for many brands, there’s a lot more work to be done. By January 2016, chat had overtaken email, 90% to 87%. Of course, to make your customers happy and transform your contact center from a cost center to a profit center, you have to do chat well.

Study 40

Study Policies Ecommerce Comparison 40

Magellan Solutions

SEPTEMBER 6, 2015

The Philippines continues to be the call center capital of the world and is still the choice destination for customer relations management. It employs over a million workers and is anticipated to hit $25 billion in revenues in 2016. which employs more than 3,000 personnel in a massive call center.

Call Center 40

Call Center Industry Culture Banking 40

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards. and Harvard Business Publishing, were honored at the conferences 2014.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. In 2014, Ian officially became a Certified Customer Experience Professional. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

He founded Heart of the Customer in 2014 to help companies of all sizes increase customer engagement. She was named one of the 2018 ‘7 Influential Women in Customer Success’ by Gainsight, one of the top 2018, 2017, and 2016 CS influencers & strategists by Mindtouch and received a Stevies Award for Customer Service in 2016.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. In 2014, Ian officially became a Certified Customer Experience Professional. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Published on: January 27, 2016. Back in 2014, Comcast found this when a customer looking to cancel published an audio recording of one of its agents refusing to let him do so. Share this page on: Tweet.

Social Media 48

Social Media Customer Service Contact Center Retail 48

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered. In a nutshell, the findings paint a picture of inconsistency.

Self Service 48

Self Service Brands Social Media Contact Center 48

Kayako

JANUARY 5, 2017

Yet, relatively few contact centers have focused on providing a consistent customer experience. Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. PBwiUbyDOv ). -KG.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Tricia Morris

AUGUST 21, 2015

Why the Best in Class Rock: Omer Minkara, Research Director for Contact Center and Customer Experience Management at Aberdeen Group reports that on average, companies are now using four channels to interact with customers. Next year’s event brings these customer-focused conferences to Washington, DC, May 23 – 25, 2016.

CRM 40

CRM Customer Focused Self Service Conference 40