ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Check out this article that expand on this information and more. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Some of the trends discussed in this article may seem obvious, while others may seem a little more obscure. The ComScore report also states that in 2016, mobile search queries will outnumber those made from a PC by more than 27.8

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. Speak with them regularly (not only through surveys and contact center calls).

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

COPC

AUGUST 4, 2016

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. You can read the entire CRM article below.

Contact Center 40

Contact Center Average Handle Time CRM Call Center 40

Forrester's Customer Insights

DECEMBER 21, 2021

Close your eyes and I’ll set the scene: it’s 2016. News articles are predicting the death of the contact center as we know it. Chatbots are all the rage. AI, the prophesied hero, powering the agent who doesn’t need breaks and can engage with 100 – no, 1000 – customers at once.

Customer Service 49

Customer Service Chatbots Contact Center Customers 49

Michelli Experience

JULY 18, 2017

and, 3) What percentage of Americans answered “True” to the same question in 2016? drumroll please… In 1964 77% of respondents said “most people can be trusted” but only 31% viewed most others as worthy of trust in 2016 (thus causing my negativistic prediction about you today). The Findings. So the answers are….

Customer Experience 164

Customer Experience Contact Center Consulting Policies 164

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

Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. 5 reasons not to miss Connect 2016 if you’re striving for sales & service excellence.

Self Service 120

Self Service Contact Center Trends Connections 120

NICE inContact

JULY 7, 2016

One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid understanding of the overall business, as well as its practices and procedures. Outline Your Needs. test/quizzes).

Training 122

Training Contact Center Measurement Survey 122

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. The improvement in speech analytics will entice many companies to start pilots for extracting insights from their contact center conversations with customers.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

Vonage

AUGUST 30, 2016

We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details. Here are just a few ways you can connect with NewVoiceMedia at Dreamforce 2016. . And this year promises to be our biggest Dreamforce yet.

Sales 215

Sales Customer Confidence Connections Tips 215

NICE inContact

JUNE 21, 2016

Having the best quality monitoring technology can certainly help improve quality in your contact center. I mentioned that every contact center has different goals and objectives that define “success.” Implement the processes that have the most meaningful impact on your center. DO: Use what works best for you.

Contact Center 125

Contact Center Trends Groups Training 125

Calabrio

JANUARY 12, 2020

Jenny also lent her pragmatic viewpoint to Calabrio’s platform integration and buy-versus-build M&A strategies, which helped us more than double our recurring revenue from 2016 to 2019. Which leads me to my next point…. Jenny helped Calabrio grow strategically through acquisition, and think and behave more globally.

Financial 130

Financial Exercises Software Contact Center 130

Calabrio

NOVEMBER 8, 2019

Jenny also lent her pragmatic viewpoint to Calabrio’s platform integration and buy-versus-build M&A strategies, which helped us more than double our recurring revenue from 2016 to 2019. Which leads me to my next point…. Jenny helped Calabrio grow strategically through acquisition, and think and behave more globally.

Financial 100

Financial Exercises Software Contact Center 100

Calabrio

NOVEMBER 7, 2019

Jenny also lent her pragmatic viewpoint to Calabrio’s platform integration and buy-versus-build M&A strategies, which helped us more than double our recurring revenue from 2016 to 2019. Which leads me to my next point…. Jenny helped Calabrio grow strategically through acquisition, and think and behave more globally.

Financial 100

Financial Exercises Software Contact Center 100

NobelBiz

JUNE 29, 2021

In our article, we will explore the inner working of the customer journey, the mapping aspect of it, and also how it works in the omnichannel environment. The contact center is an important part of the client journey because of this. The contact center is an important part of the client journey because of this.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

Provide Support

SEPTEMBER 6, 2016

Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of data and a growing number of reports that have become unmanageable. Published in Provide Support Blog , 2016. Read more.

Contact Center 40

Contact Center Customer Service Analysis Software 40

Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Published on: August 12, 2016. Customer service is handled by 1,400 agents in three contact centers. The result? Sherlock has become the sole internal source for information. of staff use Sherlock every day 75.6%

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Magellan Solutions

AUGUST 14, 2021

In this article we will try to find the answer to that by looking at key elements of outsourcing. Based on the Willis Towers Watson’s 2015-2016 Global 50 Remuneration Planning Report, the low cost of labor in the Philippines makes them a more attractive alternative investment location, compared to other countries. Salary per year ($).

Call Center 52

Call Center Contact Center B2C B2B 52

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 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. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live. Share this page on: Tweet.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. At the same time efficiency is improved as customers that find answers online don’t need to call or email the contact center , reducing workloads and ensuring that response times are shorter.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Provide Support

JULY 25, 2016

But then again, the title of Oscar Wilde’s famous play offers a great lesson for contact centers: it’s more important to be authentic, to be human and personalized, than it is to flawlessly deliver a customer service script. Published in Provide Support Blog , 2016. If only social customer service agents had it so easy.

Customer Service 40

Customer Service How To Contact Center Software 40

Customer Bliss

MARCH 8, 2018

Listened to calls from the contact center to understand the kind of complaints they get and how they’re resolved. One inaccurate detail or unclear message could greatly impact the call center. Looked at how to bring sales and customer service together. Walk the C-Suite and Departments Through the Customer Lifecycle.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

Verint

OCTOBER 24, 2017

After all, John’s issue was resolved and he didn’t need to call your contact center. An online community blends seamlessly into your existing self-service experience, and customers can search both knowledge articles and community posts when looking for assistance.

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

Talkdesk

JUNE 14, 2016

— Marketing Trends (@MarketingTrend4) May 29, 2016. In addition to investing in advanced contact center solutions , this shift has prompted companies to invest in self-service. There are many more articles and insights out there on self-service. F0jZUJ9Ugp #customerservice. The Problem with Self-Service.

Self Service 40

Self Service Customer Experience Knowledge Base Contact Center 40

ClearAction

NOVEMBER 14, 2017

As is frequently the case with contact centers, customers typically share a LOT of extremely high-value anecdotal information that seldom gets captured in these informal interactions, and even more rarely is acted upon by the group that could prevent recurrence of an issue or be proactive with customers’ creative ideas.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

Magellan Solutions

APRIL 24, 2021

In this article we will look at these indicators one-by-one. In an article by the Economist Intelligence Unit , executives, managers and staff at U.S. Businesses are not hiring contact centers to become band-aid solutions. Or is it the capacity of the business? As you can see, there are too many indicators you can check.

Healthcare 52

Healthcare Call Center Insurance Banking 52

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

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

Avaya

JUNE 23, 2016

Avaya invited Brenda Emerson, President of IAUG, to share her thoughts about this year’s conference: Avaya ENGAGE 2016 was, in a word, engaging. If you’re interested in reading more about the winners, don’t miss Zeus Kerravala’s recent article “Building Apps with Avaya Proves a Breeze.”. I was invited to judge the applications.

Conference 40

Conference Video Communication Engagement 40

Bill Quiseng

JULY 18, 2017

I have been a big fan of her customer experience articles that regularly appear in Forbes. I started my career producing conferences, and then moved to building a social network and online magazine for contact centers. At this social network I had a podcast show, a blog, and I was an early thought leader on contact centers.

Customer Experience 318

Customer Experience Contact Center Wireless Conference 318

ijgolding

MARCH 22, 2017

Furthermore, a recent article by Huffington post states that the cost of bad experiences is around $ 80.00 Many of them have outsourced contact center operations and some have maintained in-house customer support. billion in USA and $300.00

Omni-Channel 204

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

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years.

Industry 140

Industry Customer Experience Interaction Customers 140

ShepHyken

AUGUST 29, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. 5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. My Comment: This article is excellent.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

Call Experts

JUNE 30, 2022

In this article, you will learn there are many time management tips to improve your business like avoid mulitasking, minimize distractions, learn to delegate, and try the Pomodoro technique. Also, we will discuss the benefits of outsourcing business process to a contact center to improve time management.

Tips 52

Tips Management Contact Center Social Media 52

Tricia Morris

JANUARY 29, 2016

Routinely, organizations will direct you to call their contact center during hours of operation convenient to the location(s) of their workforce, and provide you a number to dial in the event that you require their assistance. This article appears in the Q1 2016 issue of CRMUG Magazine. Let’s get crafting.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40