Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. Meet Becky Lollar ! – One trip to Walt Disney World and she was hooked.

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Tricia Morris

MAY 18, 2015

According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. Contact centers are working to address this growing and changing channel use. Six in 10 contact centers say they have no social customer service capabilities.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Stella Connect

JULY 17, 2017

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Fielding contacts (some 850,000 per year) left agents weary. Churn was predictably high: in a typical training class, only half stuck around long enough to make it to the contact center floor.

Contact Center 45

Contact Center Sales Metrics Apparel 45

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Our customer, Hoveround Corporation , a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Vonage

AUGUST 15, 2016

Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes. Modern contact centers must leverage the full spectrum of channels customers are using to connect. What do customers want?

Self Service 120

Self Service Contact Center Trends Connections 120

NICE inContact

MAY 14, 2020

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.

Industry 177

Industry Company Contact Center Call Center 177

Calabrio

FEBRUARY 24, 2016

In 2014, it emerged as a top priority for marketers. But, if this burgeoning field is really the center of a business’s metaphorical solar system, then the contact center is the high-powered telescope through which the C-Suite can zero in. The number one response? Customer Experience. “In In 2015, it gained momentum.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Talkdesk

APRIL 8, 2020

In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers.

Contact Center 69

Contact Center Call Recording Call Center Report 69

NICE inContact

MAY 14, 2020

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.

Industry 156

Industry Company Contact Center Call Center 156

Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. This is where your contact center strategy plays a crucial role. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Embrace the cloud.

Banking 119

Banking Strategy Contact Center Chatbots 119

Customer Interactions

JULY 7, 2015

We collected a variety of informative articles on CX and contact centers, including many interesting statistics. These insights offer a great reference point as companies work towards revamping their CX strategies for 2014. Don’t forget to bookmark and take notes!

Contact Center 28

Contact Center Strategy Company 28

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Talkdesk

OCTOBER 1, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. This is where your contact center strategy plays a crucial role. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. 5 keys to supercharge your digital strategy: 1.

Banking 74

Banking Strategy Contact Center Financial 74

Talkdesk

MAY 14, 2019

Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a contact center key performance indicator for just that reason. AWT can be measured globally across the contact center, by ring group, agent or phone number.

Wait Times 61

Wait Times Call Center Abandon Rate Average Handle Time 61

Magellan Solutions

AUGUST 2, 2021

Thus, the contact center industry in the Philippines helps clients to adapt to the changed situation. . Majority of i nhouse call center in the Philippines are supported by digital and analytics. As of 2014, the Philippines has one of the youngest populations in Southeast Asia. Philippines. This Generation’s Population.

Call Center 52

Call Center Tourism Contact Center Healthcare 52

Talkdesk

APRIL 22, 2021

A Talkdesk customer since 2014, Aspiration has been disrupting the finance industry by “turning every transaction into positive action”. The platform enables anyone, even without contact center expertise, to deploy and train new agents, create interactive voice response (IVR), and support workforce management. .

Financial 75

Financial Customers Contact Center Conference 75

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. As an example, AA Ireland has customers that have several policies renewing at different times.

Self Service 64

Self Service Chatbots Contact Center Policies 64

Team HGS

FEBRUARY 6, 2018

This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. In fact, 8 in 10 Americans (81%) report that businesses are meeting or exceeding their service expectations, compared to 67% in 2014.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Customer Interactions

JULY 7, 2015

These articles cover topics ranging from the value of Big Data, to taking CX beyond the contact center, to foolish mistakes being made by contact centers. Our team gathered a fantastic mix of informative articles for this week’s edition of CX Buzz.

Contact Center 28

Contact Center Data 28

Comm100

FEBRUARY 5, 2018

Since the birth of the contact center, the balance between efficiency and quality has been a hot topic for managers looking to cut costs while also ensuring customer retention and loyalty. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014.

Knowledge Base 102

Knowledge Base Self Service Contact Center e-support 102

Grupo Noa

JANUARY 12, 2018

Multilingual contact centers strive towards offering outstanding customer services to its customers all the time. Obviously, a contact center has to communicate with hundreds of customers round the clock, and not necessarily everyone knows English. Multilingual Contact Centers are Winning Hearts.

Virtual Call Center 40

Virtual Call Center Call Center Contact Center Consumers 40

Customer Interactions

JULY 7, 2015

Topics covered include contact center frustrations, managing multichannel contact centers, and the value of customer experience innovations. Our team put a great deal of care into cherry-picking the articles for this week’s edition of CX Buzz. The content will surely come in handy for CX professionals of all levels.

Contact Center 28

Contact Center Innovation Management Customer Experience 28

Joe Rawlinson

AUGUST 9, 2017

Empower your customer service team to handle service tickets across all channels by adopting a virtual call center platform such as 8×8 Virtual Contact Center that is equipped to deliver a consistent omni-channel experience. Add Value by Utilizing Technological Innovations.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Customer Interactions

JULY 7, 2015

Part II Now that we’ve bulked up back office staff by attacking skill gaps and enlisting allies from the contact center where possible, let’s address two more ways to deal with back office forecasting emergencies.

Contact Center 28

Contact Center 28

Call Experts

DECEMBER 19, 2018

A 2014 report showed that Americans spend around $600 billion on average during the winter holiday season. Higher retail sales and holiday business hours lead to higher call volume at contact centers. Upgrade your property management services with a contact center. Rapid Adoption of AI.

Call Center 58

Call Center Contact Center Conference Retail 58

Customers That Stick

DECEMBER 15, 2014

VOLUME 37: November 2014. Sell, Sell, Sell in the Contact Center With These Three Customer Care Metrics – Three ways to tactfully sell in the contact center. Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

Contact Center 126

Contact Center Tips Social Media Customer Care 126

Customer Interactions

JULY 7, 2015

For this week’s edition of CX Buzz, our team decided to focus on how to take initiative towards improving the customer experience in the contact center. Topics include the rise of the customer service standard, the customer experience battleground, and seamlessly creating a legendary customer experience.

Contact Center 28

Contact Center Industry Customer Experience Customer Service 28

Customer Interactions

JULY 7, 2015

Omnichannel is the new buzzword, and those companies that know how to provide a seamless experience online, on mobile, in store as well as through their contact centers will come out ahead. In this week’s CX Buzz, we discuss the ever-changing customer service environment and what you need to do to remain competitive.

Contact Center 28

Contact Center Omni-Channel Data Customer Experience 28

Customer Interactions

JULY 7, 2015

Topics covered include Predictive Analytics, VoC programs, and multichannel contact centers. There were many fantastic reads to choose from this week, but we selected the final top 5 for their quality of content and delivery.

Contact Center 28

Contact Center Analytics Meeting 28

Customer Interactions

JULY 7, 2015

For this week’s edition of CX Buzz, our team decided to touch on a variety of relevant topics from: The voice of the customer, to best practices for providing customer experience in the contact center and to the changing role of the CMO.

Contact Center 28

Contact Center Customer Experience Customers 28

Magellan Solutions

JULY 11, 2021

This language proficiency allows Filipino to attain jobs that need strong proficiency in the English language, especially in the call center company in Philippines. As of 2014, the Philippines has one of the youngest populations in Southeast Asia. This Generation’s Population. 60% of this population range from 15-64 years old.

Call Center 45

Call Center Tourism Contact Center Industry 45

Customer Interactions

JULY 7, 2015

Within the contact center, managers are increasingly tracking their employees’ performance. This week’s CX Buzz is all about metrics. How do you track your employees, your customers, even the processes you have in place within your company? But are they measuring the right things?

Contact Center 28

Contact Center Tips Metrics Loyalty 28

Customer Interactions

JULY 7, 2015

As for machines, whether we are talking about a mobile app or contact center software, customers value ease, quick resolution, and the ability to contact a company through multiple channels.

Contact Center Software 28

Contact Center Software Contact Center Software System 28

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

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.

Self Service 40

Self Service Contact Center Omni-Channel Video 40

Natalie Petouhof

DECEMBER 1, 2015

Tweet LiveOps, a global leader in cloud contact center and customer service solutions, and Marlin Equity Partners, a global investment firm with over $3 billion of capital under management, today announced the completion of Marlin’s acquisition of LiveOps Cloud Platform.

Contact Center 40

Contact Center Software Brands Innovation 40

Eptica

JUNE 1, 2016

For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%. Speed and accuracy are declining The average 2016 conversation time of 7 minutes 40 seconds was nearly 30 seconds slower than 2015 , which in turn was nearly double the time taken in 2014. Share this page on: Tweet.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48