Stella Connect

JULY 17, 2017

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Like so many other brands’ customer service operations, it was simply a cost of doing business. Fielding contacts (some 850,000 per year) left agents weary. We knew we could be a lot more.

Contact Center 45

Contact Center Sales Metrics Apparel 45

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. percent of brands are delivering leading-edge customer experience , while 33.5 percent are delivering average service and 39.6

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Talkdesk

APRIL 8, 2020

Boingo Multifamily’s customer support system includes a 24x7x365 strategy for agents standing by via phone, email, text and chat. In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. Visit Boingo Multifamily customer page. Want to know more?

Contact Center 69

Contact Center Call Recording Call Center Report 69

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. 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. This shift to a mobile first world has a big impact on the customer experience and customer service.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. Research indicates that millennials in particular are very comfortable using chat for customer service from their mobiles.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Published on: September 11, 2015. Again, these figures are half those of electronics retailers.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. This is one reason for continued high call volumes to utility contact centers.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. Published on: August 19, 2015.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

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

Esteban Kolsky

SEPTEMBER 8, 2015

In December of 2014 something weird began to happen: we were introduced (or rather, re-introduced since the concept has been around for some time) to embeddable apps and uses. It seems that December of 2014 was not that long ago – yet we are starting to see the second generation of embedded technology emerge already.

Customer Service 60

Customer Service Transportation Airlines Knowledge Base 60

Comm100

FEBRUARY 5, 2018

First, knowledge bases are an excellent way to store critical information relating to customers, services, products or even general office or employment information. According to a survey of more than 75000 participants, going above and beyond had a lower impact on customer loyalty than actually solving problems.

Knowledge Base 102

Knowledge Base Self Service Contact Center e-support 102

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. The Month in Customer Service Blogging. Is this an oxymoron?

Contact Center 126

Contact Center Tips Social Media Customer Care 126

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.

Virtual Call Center 40

Virtual Call Center Call Center Contact Center Consumers 40

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

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. 3 Benefits of Having a Live Answering Service for Your Small Business. Why do you need a 24-hour contact support system?

Call Center 58

Call Center Contact Center Conference Retail 58

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

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

In this week’s CX Buzz, we discuss the ever-changing customer service environment and what you need to do to remain competitive. 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.

Contact Center 28

Contact Center Omni-Channel Data Customer Experience 28

Customer Interactions

JULY 7, 2015

When interacting with a human, customers want to feel as if the person likes them and genuinely cares about their issue; and they don’t want to sense that a customer service agent is robotically reading from a script.

Contact Center Software 28

Contact Center Software Contact Center Software System 28

Eptica

JANUARY 8, 2016

However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. 33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey.

Multi-Channel 60

Multi-Channel Customer Experience Competitive Advantage Effort Score 60

Eptica

JUNE 15, 2016

73% of consumers say that valuing their time is the most important part of good customer service, according to Forrester and over half (53%) of respondents said they’d abandon an online purchase if they couldn’t find a fast answer to their query. Self-service systems provide the answer. Share this page on: Tweet.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Magellan Solutions

MARCH 3, 2021

In particular, customer service support. Businesses prefer call center outsourcing Philippines because of the Filipino neutral accent. Additionally the natural service orientation and cultural parallels with the West. In 2014, 70% of India’s voice-based services transferred in the Philippines. Manufacturing.

Telecommunications 52

Telecommunications Call Center Healthcare Government 52

Eptica

JANUARY 6, 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. However, there is a growing understanding gap between consumers and customer service staff, with a lack of empathy at its heart.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Eptica

SEPTEMBER 30, 2015

Given this importance of customer experience, the recent KPMG Nunwood 2015 UK Customer Experience Excellence Centre report , paints a worrying picture for British organizations. It shows there has been scant change to customer service levels, with no overall improvement since 2013. Share this page on: Tweet.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

COPC

SEPTEMBER 5, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g.,

Financial 40

Financial Analysis System Innovation 40

COPC

SEPTEMBER 4, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g.,

Financial 40

Financial Analysis System Innovation 40

Avaya

SEPTEMBER 2, 2016

With the great and the good of the regional ICT industry in attendance, there’s not a lot of point in showing up with your latest bright, shiny product if you haven’t already engaged with customers year round to make sure it meets a real need. We listened and built the solution for that.

Innovation 40

Innovation Feedback Contact Center Customers 40

Brad Cleveland Blog

JUNE 29, 2015

While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case. Here’s a breakdown of usage by age group: • 18-24 – 49.5% • 25-34 – 44.6% • 35-44 – 37.5% • 45-54 – 31.8% • 55+ – 27.4% The upshot?

Social Media 21

Social Media Customer Service Groups Consumers 21

Brad Cleveland Blog

JUNE 29, 2015

While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case. Here’s a breakdown of usage by age group: • 18-24 – 49.5% • 25-34 – 44.6% • 35-44 – 37.5% • 45-54 – 31.8% • 55+ – 27.4% The upshot?

Social Media 20

Social Media Customer Service Groups Consumers 20

NICE inContact

DECEMBER 9, 2015

That passion also extends to delivering outstanding customer service. 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.

Customer Service 188

Customer Service Contact Center e-support Call Center 188

CSM Magazine

SEPTEMBER 28, 2021

Built on Kore.ai’s Enterprise-Grade No-code Platform, SmartAssist Accurately Responds to Sophisticated Conversations Across Voice or Digital Channels to Quickly Resolve Customer Issues. Companies who prioritize customer and employee experiences use Kore.ai’s no-code platform to raise NPS and lower operational costs.

Contact Center 52

Contact Center Average Handle Time Wait Times Healthcare 52

Natalie Petouhof

APRIL 12, 2016

What’s Happening With Messenger Facebook: Messenger’s growth is skyrocketing with its monthly active users growing from 500 million in 2014 to 900 million today. Often Marketing “owns” the Facebook page and had not worked out what to do with Customer Service issues.

CRM 40

CRM Ecommerce Connections Leadership 40