NICE inContact

JANUARY 26, 2016

The ability to provide an excellent customer service experience is a key differentiator in today’s Era of the Customer for businesses of any size and every vertical market. The question of how a small business can win the customer service battle is crucial to business success and sustainability.

Customer Service 120

Customer Service Contact Center Self Service Contact Center Software 120

Tricia Morris

MAY 18, 2015

Customers are changing the game when it comes to customer service, by changing the channels they use most. According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage. Customer preferences are changing.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them. Let’s explore the top 6 chatbot examples of 2020.

Chatbots 143

Chatbots Examples Customer Service Banking 143

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

Calabrio

JULY 5, 2016

When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. According to the report, customer satisfaction scores for Comcast, the largest Internet and cable service provider in the U.S., How did they do it?

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

NICE inContact

JUNE 14, 2016

Apparently their social media was as backed up as their contact center. One of the biggest complaints about companies’ social media presences is a lack of responsiveness, resulting in the appearance that they don’t have any social customer service. After 20 minutes had dragged by I still hadn’t heard back.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

Vonage

FEBRUARY 23, 2017

Half of consumers move on after poor customer service. 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. Poor customer service costs business billions annually.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

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 Center 44

Contact Center Customer Engagement Engagement Customer Service 44

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

For years, customer service software and CRM vendors have taken a direct sales approach. 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.

Contact Center 40

Contact Center Omni-Channel Software CRM 40

Kustomer

OCTOBER 25, 2019

For years, customer service software and CRM vendors have taken a direct sales approach. 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.

Contact Center 40

Contact Center Omni-Channel Software CRM 40

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. Rethink the contact center environment: . But, it can be done.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

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. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. You need to make customer service everyone’s job.

Contact Center 48

Contact Center Chief Customer Officer Social Media Knowledge Base 48

Eptica

OCTOBER 4, 2017

Date: Wednesday, October 4, 2017 National Customer Service Week: The opportunity of Artificial Intelligence. Author: Neil Titcomb We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

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? 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. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

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

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. Customer Success Association’s Customer SuccessCon East.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

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

Provide Support

SEPTEMBER 6, 2016

Surviving Information Overload in the World of Customer Service. Monitoring service levels has always been a fundamental aspect of managing a contact center. © 2003 - 2015 Provide Support LLC. However, you don’t want to get to the point of the proverbial “analysis paralysis.”(.). Read more.

Contact Center 40

Contact Center Customer Service Analysis Software 40

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. Author: Pauline Ashenden With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 48

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? recently released a new report aimed at helping them deliver customer service excellence.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

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

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Here are six areas to focus on: 1.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

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

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

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

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Eptica research backs up the need to make self-service easier. Published on: January 20, 2016.

Self Service 48

Self Service Customer Service CRM Contact Center 48

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver. The result?

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 48

Talkdesk

DECEMBER 8, 2015

Welcome to this week’s Customer Service Excellence Review. As always, I’ll be rounding up insights from around the web about what it means to achieve customer service excellence. Customer service is more important now than ever. The modern customer is demanding. Forbes || December 2, 2015.

Customer Service 40

Customer Service Customer Centricity Customer Service Representative Contact Center 40

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years.

Customer Service 48

Customer Service Social Media Contact Center B2C 48

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. This is due to a lack of investment, and the inability to replace bespoke and highly-customized existing systems.

Trends 49

Trends Customer Service Social Media Contact Center 49

Esteban Kolsky

AUGUST 13, 2015

The (now) fourth version of this wonderful research on Customer Service Usage and Adoption report is coming back ! Customer Service is becoming operationalized. Yes, its that time of the year. I know, I know. Hard to contain your excitement… me too. Here’s the scoop. Take the survey ?

Customer Service 60

Customer Service Contact Center Leadership Report 60

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

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. Many companies spend a lot of time on demographically profiling their customers , but mixing the generations in the same household blurs the lines between the expectations of different age groups.

Customer Service 48

Customer Service Social Media Contact Center Transportation 48

Provide Support

JULY 25, 2016

Ditch the Script: How to Personalize Real-Time Customer Service. Today we are pleased to share a guest posting by Stephan Delbos , a social customer service expert from Brand Embassy. If only social customer service agents had it so easy. © 2003 - 2015 Provide Support LLC. Read more.

Customer Service 40

Customer Service How To Contact Center Software 40