NobelBiz

FEBRUARY 15, 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 Contact Center Software Management 52

Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. We presented our subjects with an extensive list of potential contact center issues for 2016 and asked them to choose all that they felt applied to them.

Contact Center 140

Contact Center Contact Center Software First Call Resolution Call Center 140

Vonage

JULY 22, 2016

And for many of us working in the world of contact centers, we give a lot. In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. On the board. Endowed with service powers.

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year. Instead, I’ve narrowed down the focus to these 8 key CX trends for 2015: Corporate Culture Conversations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. It is based on an extensive survey of customer experience, contact center, operations, information technology, marketing and business development professionals.

Contact Center 48

Contact Center Self Service Net Promoter Score Call Center 48

Tricia Morris

MAY 18, 2015

Contact centers are working to address this growing and changing channel use. According to Dimension Data’s 2015 Global Contact Centre Benchmarking Report which surveyed 901 contact centers across 72 countries, more than half are now multichannel ones managing at least eight different forms of contact methods.

Contact Center 40

Contact Center Self Service Customer Service eBook 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

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

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

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. Encouraging your CEO to put in a shift in the contact center might well be a good place to start! Below are four areas that may help. Share this page on: Tweet.

Contact Center 48

Contact Center Chief Customer Officer Social Media Knowledge Base 48

Vonage

FEBRUARY 23, 2017

According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. The 2015 Global State of Multichannel Customer Service Report indicates that customers are more comfortable than ever making purchases without the help of a sales rep. Customer service centers need updating.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

NICE inContact

FEBRUARY 23, 2016

Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions. Please watch our MAX video to find out how you can streamline contact center interactions.

Net Promoter Score 120

Net Promoter Score Multi-Channel Contact Center Customer Experience 120

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. This article was originally published December 29, 2015 on ICMI.

Customer Service 120

Customer Service Contact Center Self Service Contact Center Software 120

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

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

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

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

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. Earlier, businesses used to see contact centers as cost centers.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

ppt solutions

MARCH 15, 2021

TULSA, OKLAHOMA, March 15, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today the promotion of Scott Prater from Vice President to Senior Vice President of Technology Solutions. Prater joined PPT Solutions in August 2015.

Technology 98

Technology Contact Center Consulting Customer Experience 98

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. Bancorp Fund Services contact center.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

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

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

NICE inContact

JULY 25, 2019

Avoiding job boredom in the contact center is crucial to keeping them around. According to Randstad (2015), 86 percent of employees quit their jobs due to an absence of career development. 3) Keep Your Agents Challenged. Your best agents are likely to be ambitious individuals who have nearly mastered their role.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Customer Interactions

JULY 7, 2015

In 2015, contact centers will finally get the attention they deserve. That’s because 2015 is all about customer experience, and contact centers are the hub of customer-facing touchpoints. The transition between channels should be seamless as possible and avoid inconsistencies.

Contact Center 28

Contact Center Omni-Channel Touchpoint Culture 28

Calabrio

JULY 5, 2016

rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100. A major component of that is the customer service provided by contact center agents. Contact center speech analytics software can quantify speech hits and provide more visibility into how often a phrase or question is repeated.

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

Uniphore

AUGUST 13, 2015

Mobile users are more task focused and proactive than desktop users, explains ContactBabel and Jacada’s US Contact Center Decision-Makers’ Guide 2015, so when they need help, they expect their customer service providers to be proactive as well. Read More.

Omni-Channel 100

Omni-Channel Contact Center Customers Customer Service 100

Brad Cleveland Blog

JULY 23, 2015

According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization. This is an inexcusable miss—this intel can be a rich R&D opportunity, helping the organization improve products, services and processes.

Contact Center 21

Contact Center Report Call Center Customers 21

BlueOcean

DECEMBER 22, 2015

Before you head out of the office for the holidays to grab your mug of eggnog, we want to take a minute to reflect on some of the hottest talking points of the year in the contact center world. We’ve looked at the data and compiled our five most popular articles of 2015. The Phone Channel is Dead, Long Live the Phone Channel.

Self Service 120

Self Service Contact Center Comparison Call Center 120

Brad Cleveland Blog

JULY 23, 2015

According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization. This is an inexcusable miss—this intel can be a rich R&D opportunity, helping the organization improve products, services and processes.

Contact Center 20

Contact Center Report Call Center Customers 20

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. Digital.com was founded in 2015 and was formerly known as Review Squirrel. ABOUT DIGITAL.COM.

Contact Center 52

Contact Center Healthcare Banking Analysis 52

Strativity

MARCH 17, 2015

It incorporates a series of online live webcasts structured to benefit contact center leaders at all levels, helping supervisors, managers, director and C-level executives build advocacy and achieve improved results by: 1. Learning how to reduce customer effort.

Conference 40

Conference Connections Consumers Customer Journeys 40

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. 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

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. This is according to the latest Tholons’ Top 100 Outsourcing Destinations for 2015. . Philippines.

Call Center 52

Call Center Tourism Contact Center Healthcare 52

NICE inContact

JUNE 14, 2016

Apparently their social media was as backed up as their contact center. A Sprinklr study from 2015 found that nearly 50% of consumers are ready and willing to share negative experiences with a brand on social media. Many of these people will not call your contact center or email your customer service team prior to doing so.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

Magellan Solutions

JULY 11, 2021

This is where Magellan Solutions as the most trusted call center Philippines come in. . Why the call center industry in the Philippines is the #1 choice as call center capital of the US. According to the ASEAN Business Outlook Survey of 2015, the Philippines’ business climate has greatly improved over the past five years.

Call Center 45

Call Center Tourism Contact Center Industry 45

Vonage

MARCH 11, 2016

Perhaps one reason is that many contact centers don’t support this channel the right way. A 2015 ICMI study found that 86 percent of contact centers don’t empower their agents. After all, demotivation is a much bigger problem in contact centers than motivation.

Omni-Channel 120

Omni-Channel Wireless Contact Center Average Handle Time 120