Vonage

MARCH 28, 2019

In 2016, Bain & Co. in 2018 believed that customer experience needs improvement at most companies. consumers want more human interaction when they contact the businesses they deal with. Some contact center software vendors today make a selling point out of technology that makes is easier to build IVRs.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

NICE inContact

JULY 25, 2019

According to Deloitte Research (2016), employees value culture and growth almost twice as much as they value compensation and benefits. Avoiding job boredom in the contact center is crucial to keeping them around. The research shows that ideal company cultures prioritize an environment of listening.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Magellan Solutions

FEBRUARY 2, 2022

However, India started losing ground to the Philippines when fraudulent activities of Indian call centers were exposed in 2016. With the rise of such malpractices in the country, their BPO industry has lost call center businesses to the Philippines over the years. A Brief History of the Call Center Industry in the Philippines.

Call Center 75

Call Center Industry Contact Center Government 75

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. For reference, this count is almost 10 million higher than what we saw in 2016. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . .

Call Center 49

Call Center Management Contact Center Customer Journeys 49

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Tricia Morris

FEBRUARY 19, 2016

Only 10% of contact center professionals surveyed for the 2015 Call Center IQ Executive Report on the Omnichannel Contact Center identify their contact centers as omnichannel capable (compared to 68% multichannel and 22% neither) – 25% said achieving omnichannel capabilities will be a priority in 2016.

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Verint

JANUARY 22, 2018

In 2016, the market research industry generated approximately 44.51 Successful businesses today are consumer driven and possess a deep understanding of customers that enables them to anticipate changes in preferences, behavior and brand loyalty. billion U.S. dollars in revenue worldwide.

Analytics 29

Analytics Survey Customer Satisfaction Feedback 29

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. 4 Connected devices will trigger service requests Gartner’s IT predictions for 2016 focus extensively on the rise of the Internet of Things and the growth of personal digital assistants.

Self Service 48

Self Service Customer Service CRM Contact Center 48

Talkdesk

APRIL 10, 2019

They were founded in 2016 with the mission to build the world’s best NEMT system in Portland, Oregon. Their growth has been stellar since they were founded, and in June 2018 they realized their inflexible contact center didn’t allow them to deploy agents at the rate they needed.

Contact Center 9

Contact Center Transportation Video System 9

TechSee

JUNE 5, 2018

trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. According to a 2018 survey , 15% of Americans say they have used a chatbot to interact with a company in the prior 12 months, and Gartner projects that more than 85% of all customer interactions will be managed without a human by 2020.

Trends 116

Trends Self Service Chatbots Technology 116

Eptica

NOVEMBER 27, 2015

And smartphone penetration continues to grow – figures from Zenith Optimedia show that nearly two thirds (66.5%) of consumers in key digital markets such as the United States, Western Europe and Asia Pacific , will own smartphones by 2018. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 48

CSM Magazine

DECEMBER 12, 2019

Whether buying goods online or paying bills over the phone, they happily relay accounts and credit card details to a contact center agent without a second thought, trusting that the company that they are dealing with will manage their card data securely. in 2016 and dipping well below 40% (36.7%) in 2018.

Contact Center 52

Contact Center Call Center Call Recording Report 52

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. What will brands’ biggest concerns be in 2018? Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans.

Self Service 40

Self Service Trends Customer Service Contact Center 40

SurveySensum

JULY 14, 2020

She is the first Certified Customer Experience Professional (CCXP) in Yorkshire in 2018 and has experience in both large-scale multi-site, multi-channel operations, and smaller, entrepreneurial businesses. She has spent 27 years in senior roles at British Airways prior to founding her company, Sentio-B, a CX consulting firm in 2018.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Comm100

FEBRUARY 20, 2018

As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. This is especially true for phone assistance.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Talkdesk

MAY 7, 2019

As you can imagine, with so much commerce taking place over the phone, chat, email, and online Contact Centers are often a key focal point for PCI regulators. According to NBC News, between 2016 and 2018 there were 184 cyberattacks on public safety agencies and local governments in the USA – more than 1 attack every 4 days!

Contact Center 49

Contact Center Policies Government System 49

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. According to a 2016 Aberdeen study , contact centers using gamification (trivia games, peer challenges, etc.)

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Stella Connect

APRIL 17, 2018

These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization. According to a 2016 Aberdeen study , contact centers using gamification (trivia games, peer challenges, etc.) Shep Hyken (@Hyken) April 15, 2018.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Comm100

DECEMBER 16, 2019

With year-over-year data since 2016 from billions of interactions and commentary from experts, it’s no wonder this is always one of our most popular pieces. Customer-facing chatbots aren’t the only way to use AI in the contact center. We predict 2020 will see even more interest and adoption of bots!

eBook 130

eBook Chatbots Infographics ROI 130

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.).

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.).

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Magellan Solutions

MARCH 8, 2018

This is evident in the Philippine contact center industry where it remains to be attractive even to many foreign clients. A large percentage of BPO workers are into the contact center sub-sector. College graduates are attracted to find employment at contact centers due to the minimum qualifications.

Analysis 75

Analysis Industry Contact Center Roadmap 75