NobelBiz

FEBRUARY 21, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection. We will also discuss why customer data privacy and security matter for contact centers.

Contact Center 52

Contact Center Data Management Contact Center Software 52

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. 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

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

Kustomer

MAY 14, 2020

We recently rolled out Kustomer IQ to meet the growing need for companies to have access to the power of AI, and with today’s acquisition, we continue our investment in bringing self-service tools and intelligence capabilities to our clients,” said Brad Birnbaum , CEO and Co-Founder of Kustomer.

Self Service 94

Self Service Company Chatbots Technology 94

NICE inContact

MARCH 12, 2019

And the main face of that commitment is their contact center which handles inbound and outbound contacts for sales, customer service and maintenance. In 2015, they realized that the capabilities of their existing call center solution just couldn’t keep pace with their growing business and increasing call volume.

Contact Center 160

Contact Center Engagement Call Center Call Center Solutions 160

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. As companies are becoming more customer-centric, this is approach is changing. The report breaks down into four main sections: 1 What do contact centers look like currently?

Contact Center 48

Contact Center Self Service Net Promoter Score Call Center 48

Kustomer

OCTOBER 25, 2019

This has effectively locked out resellers, systems integrators, VARs, consultants and other traditional channel partners from offering their clients a one-stop shop for comprehensive call and contact center solutions. In other words, a comprehensive and consolidated call and contact center solution. That ends today.

Contact Center 40

Contact Center Omni-Channel Software CRM 40

Kustomer

OCTOBER 25, 2019

This has effectively locked out resellers, systems integrators, VARs, consultants and other traditional channel partners from offering their clients a one-stop shop for comprehensive call and contact center solutions. In other words, a comprehensive and consolidated call and contact center solution. That ends today.

Contact Center 40

Contact Center Omni-Channel Software CRM 40

TechSee

JANUARY 14, 2021

That’s ok, we may be a relatively new startup (founded in 2015) but we are really starting to make a splash, so expect to hear more about us going forward. If you are searching for the best R&D companies to work for, you’ll know that the atmosphere at the office can vary greatly. Never heard of TechSee?

Company 109

Company Wireless Video Technology 109

Vonage

FEBRUARY 23, 2017

In NewVoiceMedia’s whitepaper, Serial Switchers Strike Again , we learned that 49 percent of consumers switch companies after receiving service that does not meet their expectations. Research by Salesforce revealed that companies are 22 times more likely to retain their customers if they have a strong omni-channel strategy.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Magellan Solutions

JULY 19, 2021

Why Outsource To Healthcare Call Center Companies In 2021. The healthcare contact center market is broadly segmented. Enter healthcare call center outsourcing companies. Top 17 medical information call center vendors. Services offered of medical call center consulting centers.

Call Center 52

Call Center Healthcare Company Hospitality 52

NICE inContact

JANUARY 29, 2019

QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers constantly focus on. Globally, they moved into that position in 2015.

Call Center 164

Call Center Contact Center Culture Feedback 164

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

NICE inContact

JANUARY 26, 2016

For this reason, Verizon Enterprise Solutions , a recognized leader in contact center solutions and global telecommunications, has teamed with inContact , a leading provider of cloud contact center software and agent optimization tools.

Customer Service 120

Customer Service Contact Center Self Service Contact Center Software 120

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Published on: September 04, 2015. Simply telling every member of the company that they’re responsible for customer service is never going to be enough. You need to make customer service everyone’s job.

Contact Center 48

Contact Center Chief Customer Officer Social Media Knowledge Base 48

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Kustomer

AUGUST 12, 2020

Kustomer is recognized for its unique approach to modernizing customer experiences in multiple industries as the company experiences unprecedented growth, top ratings, and executive team expansion. The company tripled the number of consumers helped within the platform, while more than doubling annual revenue and new customer growth.

Company 52

Company Self Service CRM Innovation 52

Myra Golden

MAY 28, 2015

You may already know that I love to benchmark best in class companies and then share ideas with my clients. You may also know that one of my favorite companies to study (and shop) is Zappos. This early-bird discount is valid through June 10, 2015. What I Learned From the Zappos Contact Center (Live webinar).

Contact Center 40

Contact Center Call Center Study Culture 40

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. This relationship gives companies a competitive edge. Clarabridge. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. August 13, 2015. September 27 – 29, 2015. October 2 – 3, 2015.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

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. The research shows that ideal company cultures prioritize an environment of listening. 3) Keep Your Agents Challenged. 3) Keep Your Agents Challenged.

Call Center 141

Call Center Gamification Contact Center Social Media 141

NICE inContact

NOVEMBER 12, 2019

Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. The main reason for this is that digital channels such as email, chat, mobile apps, text / SMS, and social messaging are ubiquitous today.

Omni-Channel 136

Omni-Channel Multi-Channel Self Service Contact Center 136

NICE inContact

AUGUST 4, 2016

Do you sometimes have the impression that your contact center is an “island” in the sea of your company? Do your agents feel like they are “stranded”, all on their own, relying on the proverbial “message in a bottle” to communicate with anyone outside of the contact center? Interested?

Contact Center 122

Contact Center Tools System Communication 122

Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Before You Go. Before You Go.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Calabrio

FEBRUARY 24, 2016

In 2015, it gained momentum. 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. During a 12-month period between 2014 and 2015, Calabrio recorded more than one billion calls.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Calabrio

JULY 5, 2016

While it’s true that cable providers have had their problems in the past, the latest Telecommunications Report from the American Customer Satisfaction Index (ACSI) tells us that customer opinion for some of these companies is actually on the rise. rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100.

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

ijgolding

MARCH 22, 2017

or Consumer companies like Unilever and P&G can be quoted as perfect examples. A study of customer experience’s impact to a company conducted a few years ago, found that post a single bad experience, almost 89% of the customers stopped doing business with the organization. and Pepsi Co. billion in USA and $300.00

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

Call Experts

SEPTEMBER 23, 2021

Call Experts and other top providers offer multiple service lines, such as tech support, attendance tracking, and contact center services like helpdesk, hotlines, order support, after hours, and on-call. It is also critical to include; Call Experts is experienced at partnering with companies of all sizes. ABOUT CALL EXPERTS.

Contact Center 52

Contact Center Healthcare Banking Analysis 52

Magellan Solutions

AUGUST 2, 2021

An introduction to value propositions by BPO companies in Metro Manila. 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. Philippines. This Generation’s Population.

Call Center 52

Call Center Tourism Contact Center Healthcare 52

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. See the 2015 Temkin Effort Ratings. It’s once again the time of year for me to publish my CX trends.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

TechSee

JANUARY 18, 2021

TechSee has been out there since 2015 and fully engaged ever since, motivated to drive change. TechSee has already established a global presence, trusted by companies in the telecom, consumer electronics, manufacturing, and insurance industries – Vodafone , Orange , Achmea , CSG , Lavazza , and Hitachi , to name a few.

Contact Center 109

Contact Center Insurance Chatbots Customer Success 109

NICE inContact

JUNE 14, 2016

Apparently their social media was as backed up as their contact center. For smaller companies without a separate marketing division, these updates are usually added to the workload of the most web savvy person in the office and content is created sporadically and without a clear strategy in mind.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

Magellan Solutions

JULY 11, 2021

With its promise of efficiency, flexibility, and improved productivity, just to name a few, it’s unsurprising why so many businesses all consider outsourcing to the top 10 call center countries in the world for their enterprise needs. Below is a table showing the call center ranking worldwide : Country. Philippines. Costa Rica.

Call Center 45

Call Center Tourism Contact Center Industry 45

TechSee

APRIL 10, 2019

Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. Customers can interact with the company via their preferred channel, and the data set and next best action will be consistent across all of those channels.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154