ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. Yet , the average response time in 2016 was 15 hours and 17 minutes , which is hardly the superior service that most companies believe they deliver.

Omni-Channel 88

Omni-Channel Customer Service Study Social Media 88

Uniphore

NOVEMBER 2, 2021

Uniphore is the one architecture for the modern enterprise – a platform to handle all omni-channel customer interactions, ensuring all conversations, information and support provided to B2B2C buyers is consistent, complete and connected across all digital and human channels. Texting Statistics 3 – Berger, Jonah.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

Joe Rawlinson

MAY 31, 2017

Discovering that current customers are spending more time on your FAQs page than your blog, for example, offers the opportunity to re-focus your content and add more value where it’s needed most. Immediately respond to emails, tweets or phone calls with omni-channel support to provide seamless engagement.

Customer Retention 98

Customer Retention Omni-Channel Strategy CRM 98

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent with the experience shoppers may have on the retailer’s website or in-store.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Vonage

DECEMBER 7, 2015

Today’s service providers understand their customers’ evolving demands for seamless, more personalized service via their channel of choice. For any customer service organization, embracing an omni-channel service philosophy should be a top priority. Visibility and accessibility are key to establishing omni-channel service.

Omni-Channel 120

Omni-Channel Trends Self Service Travel 120

Natalie Petouhof

SEPTEMBER 22, 2016

They look at the technology stack that is underneath the omni-channel customer experience technology and optimize it. Some brands have optimized both the customer experience, omni-channel technology as well as the technology stack underneath omni-channel technology.

Omni-Channel 40

Omni-Channel Customer Experience Customer Experience Professionals Social Media 40

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. What you can do: Establish an omnichannel strategy.

Contact Center 100

Contact Center Report Banking eBook 100

Customer Interactions

JUNE 21, 2016

Featuring Lauren Teague on Convinceandconvert.com talking about getting ahead of this year’s social media trends; Marketo.com with a great blog on 3 trends that will drive digital transformation; The great Ted Rubin with his “Good Marketing + Great Customer Service = Omni-Channel Success;” and more.

Omni-Channel 31

Omni-Channel Marketing Social Media Trends 31

OpinionLab

AUGUST 23, 2016

Here were some of the main topics being discussed: Theme 1: Omnichannel, omnichannel, omnichannel. We recently published a Strategy Guide highlighting comprehensive omnichannel data and trends. That omnichannel is a big deal and a lot of retailers are treating this as their number one CX focus right now.

Customer Journeys 60

Customer Journeys Apparel Omni-Channel Retail 60

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. With expanding expectations comes expanding channels. Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022.

Trends 214

Trends Customer Service Chatbots Omni-Channel 214

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. This blog post will serve as a hub of our Opentalk content. This blog post will serve as a hub of our Opentalk content. Live and Post-Event Blog Coverage. Announcing Talkdesk Omnichannel.

Social Media 40

Social Media Omni-Channel Conference Call Center 40

NICE inContact

OCTOBER 17, 2018

billion in annual sales (2016). By implementing several integrated CXone products—CXone Omnichannel Routing, CXone Workforce Management Enterprise, CXone Reporting and CXone Quality Management Enterprise—Mattress Firm has seen significant results. But the Houston-based company was losing sleep over its two contact centers.

Average Handle Time 121

Average Handle Time Contact Center Omni-Channel Retail 121

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. With expanding expectations comes expanding channels. Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022.

Trends 159

Trends Customer Service Chatbots Omni-Channel 159

Avaya

NOVEMBER 8, 2017

In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. Make the Branch the Core of Your Omnichannel Experience. Taking this one step further, institutions should be placing the branch at the heart of this omnichannel journey.

Banking 40

Banking Omni-Channel Multi-Channel Self Service 40

Inbenta

NOVEMBER 29, 2022

This blog will explain to you everything you need to know before you choose the right chatbot for your website. Omnichannel capability. Intelligent chatbots can help you to streamline support cases and add a direct live chat to your support stack, particularly when offering omnichannel capability. . Escalation to Live Chat.

Chatbots 90

Chatbots Customer Experience Multi-Channel Omni-Channel 90

Natalie Petouhof

FEBRUARY 21, 2016

February 8, 2016 application process begins. August 8, 2016 last day for submissions. September 7, 2016 finalists announced and invited to Connected Enterprise. September 12, 2016 voting opens to the public. September 21, 2016 polls close. examples: digital retail, supply chain, payments, omni-channel retail).

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

Beyond Philosophy

JULY 11, 2016

Employ integration and Omni channel approach to present a consistent Customer Experience, whether they are online, on the phone, or on the show floor with you. Join us on Thursday, July 14 th , 2016, at 11 a.m. Cut through silos and bring them on board with the transformation. I’d love to hear your insight in the comments below.

Omni-Channel 60

Omni-Channel Customer Centricity Consulting Social Media 60

AWS Machine Learning

JANUARY 12, 2023

AWS and Salesforce have been in a strategic partnership since 2016, and are working together to innovate on behalf of customers. Choose Omni-Channel to open the agent interface. Whether by phone, web, chat, or email, this customer support software enables agents and customers to quickly connect and solve customer problems.

Omni-Channel 78

Omni-Channel Multi-Channel Resources Policies 78

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Capturing this business becomes a crucial point to remain competitive moving forward, whether you sell rootie-toot-toots or rummy tum tums.

Omni-Channel 60

Omni-Channel Loyalty Programs Loyalty Meeting 60

Calabrio

MAY 25, 2016

While digital channels are set to overtake the phone by the end of 2016, companies must still continue to include phone capabilities in their omnichannel strategies in order to give customers what they want. Bots can still be a great way to support a business’s omnichannel strategy and gather information about customers.

Chatbots 124

Chatbots Omni-Channel Contact Center Conference 124

CX Workout - Ideas Blog

MAY 10, 2016

The Service Profit Chain Institute Workout was delighted to launch its new SaaS platform, CX Workout , at the CX Fusion conference in Las Vegas, April 25-27, 2016. This blog will share a few notes from two of the presentations. Omni-channel challenge. Let’s dive into the keynotes and kick offs from day one.

Conference 40

Conference Omni-Channel Effort Score Customer Journeys 40

OpinionLab

APRIL 28, 2017

Today’s customers expect a seamless omnichannel journey – your business structure is irrelevant to them. And stats from the eCommerce Packaging Study 2016 from Dotcom Distribution bear out this experience. The post Why two real-life “digital” customer journeys prove you need to think omnichannel appeared first on OpinionLab.

Customer Journeys 60

Customer Journeys Omni-Channel Retail Fashion 60

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. In 2016, major companies had some very public blunders due to customers sharing their bad customer service experience on social media.

Chatbots 48

Chatbots Technology Customer Service Management 48

NICE inContact

JANUARY 24, 2018

Others started with inbound voice and over time have added omnichannel routing or workforce optimization. Similarly, the Salesforce Einstein AI platform was initially announced in 2016. The post 2018: New Ways Cloud Will Enhance Customer Care appeared first on inContact Blog. Plan to join us!

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Avaya

JUNE 17, 2016

The other winner joined us from The Standard and highlighted his ability to reduce five Avaya solutions to just two, creating applications with self-service, omnichannel communications. The post Avaya Breeze™ Proven to be a Breeze for Developers at IAUG 2016 appeared first on Avaya Connected Blog. Both apps were excellent.

Self Service 40

Self Service Omni-Channel Conference Travel 40

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. Where We Are Really At In Omni-Channel , by Martin Hill-Wilson. Now onto the best of 2015!

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Calabrio

JUNE 23, 2016

According to Dimension Data’s 2016 Global Contact Centre Benchmarking Report , phone is rapidly declining in popularity among young customers who are trying to communicate with a business. It will continue to remain an important channel for escalations and to resolve digital problems.

Communication 100

Communication Omni-Channel Social Media Contact Center 100

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

CXApp

JANUARY 16, 2018

This is solidified by the idea of business blogging or sharing relevant company news to build more online visibility. In short, a business news channel is yet another form of marketing - similar to social media, snail mail, email, and more - that will help provide and support business growth.

Omni-Channel 40

Omni-Channel Social Media Entertainment Case Study 40

OpinionLab

AUGUST 29, 2017

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). Your omnichannel strategy should always incorporate a human element.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

GetFeedback

SEPTEMBER 24, 2018

More people are becoming less susceptible to paid advertisement, the average click-through rate for banner Ads is 0.06% and 25% of Americans used Ad blockers in 2016. A few examples of off-site content marketing include: A guest post on an industry blog. It’s now omnichannel and user driven.

Social Media 170

Social Media Comparison Consumers Analytics 170

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Achieving those business objectives means meeting the demands of the modern consumer: omnichannel interactions and personalized, intuitive service—right now. Here are three key trends to watch: 1.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. We have been doing omnichannel knowledge management and AI-enabled process guidance for a while. appeared first on eGain Blog. Twice as many brands sank as rose. Can’t find answer on website (31%).

Omni-Channel 66

Omni-Channel Consulting Report Brands 66

eGain Blogs

OCTOBER 4, 2017

Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. We have been doing omnichannel knowledge management and AI-enabled process guidance for a while. appeared first on eGain Blog. Twice as many brands sank as rose. Can’t find answer on website (31%).

Omni-Channel 61

Omni-Channel Consulting Report Brands 61

Avaya

AUGUST 12, 2016

Rather than blog about what we are doing with Tencent, I’ll defer to this video that Touch Xan , the General Manager of Tencent’s Instant Messager Department, recorded while attending Avaya’s 2016 Greater China User Forum & Partner Conference last month. We live not only for change but to change the world for the better.

Omni-Channel 40

Omni-Channel Self Service Case Study Innovation 40

CX Journey

JANUARY 2, 2019

I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) This is a 2016 post, but it's still getting quite a bit of mileage. That has yet to be determined, but "execution" and "results" are two words I'd like to see more of this year! How do we show ROI?

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Avaya

OCTOBER 7, 2016

Recently, Frost & Sullivan put the spotlight on Avaya’s focus on innovation and supporting our customers’ business needs in enabling an omnichannel approach to customer service and experience with a slew of awards at Frost & Sullivan Asia Pacific Best Practices Awards 2016.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81