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

NICE inContact

JUNE 21, 2016

Having the best quality monitoring technology can certainly help improve quality in your contact center. Finding trends at the team and location level lets you provide targeted group training to create larger performance impacts. DON’T: Let your quality team become the “Call Cops”. DON’T: Think of technology as a panacea.

Contact Center 125

Contact Center Trends Groups Training 125

Customer Bliss

MARCH 8, 2018

After spending 2 years on the front line, she became a manager of the call center, moved into product management, and even did a bit of marketing and user experience. Listened to calls from the contact center to understand the kind of complaints they get and how they’re resolved.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

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. In this case, it’s better to schedule group training sessions instead (see below for more on customer service training tips).

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Magellan Solutions

AUGUST 1, 2022

Technological advancements may slow the growth of some low-end services, perhaps lowering the required manpower from 525,000 FTEs in 2016 to roughly 482,000 FTEs by 2022. The number of mid-skilled jobs is expected to increase from 452,000 FTEs in 2016 to 840,000 FTEs by 2022. percent from 2016 to 2022 hitting US$ 38.9

Report 40

Report Industry Government Healthcare 40

NobelBiz

JUNE 29, 2021

These touchpoints are prioritized for analysis since they are a useful source of data for assessing the client journey and it works as follows: The Key role of Contact Centers The increased focus on digital channels and new communication technology allows for new methods to engage with clients.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

Verint

DECEMBER 5, 2017

As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number of trends are making it easier to link these two functions, including: In-sourcing previously outsourced contact center functions. In a spring 2017 survey, Aberdeen Group found that the No.

Contact Center 28

Contact Center Call Center Culture Trends 28

LiveChat

OCTOBER 31, 2019

Then, the marketing team can create flows and drip campaigns for each audience group. Create unique content for each audience group so you can deliver the most relevant content and offers. Use email automation tools to send unique content to each group automatically. Call center automation.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and 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 62

Customer Service Training Training Tips Customer Service 62

Natalie Petouhof

APRIL 8, 2016

NICE won three Silver Stevie ® Awards in the Contact Center Solution New Version category for the following: NICE Engage Platform – The NICE Engage Platform provides comprehensive omni–channel interaction recording. Designed for flexibility, it easily adapts to the unique operational requirements of any call center.

Omni-Channel 40

Omni-Channel Sales Customer Service Return on Investment 40

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

Talkdesk

APRIL 8, 2019

Our executive team is comprised of a diverse group of individuals who have varied career paths and knowledge they’ve gleaned from years of experience inside and outside of the contact center industry. We want to share their insights with you, which is why we’re launching a blog series called Executive Perspectives!

Contact Center 40

Contact Center Leadership Resources Groups 40

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. The contact center agent persona uses the Service Cloud console, and the customer persona initiates the chat session via a customer support portal enabled by Salesforce Experience Cloud.

Omni-Channel 77

Omni-Channel Multi-Channel Resources Policies 77

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. After leaving Forrester, Bruce founded the Temkin Group, a research and consulting firm. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. After leaving Forrester, Bruce founded the Temkin Group, a research and consulting firm. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Verint

OCTOBER 24, 2017

After all, John’s issue was resolved and he didn’t need to call your contact center. In a study by Aberdeen Group, companies who used an online community experienced greater year-over-year customer lifetime value, customer retention rate, website conversion rate, and annual company revenue.

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

SurveySensum

JULY 14, 2020

Sarah Sargent – CCXP, Director of Customer Experience at Radian Group. Sarah Sargent is a highly accomplished & inspiring Customer Service & Customer Experience Director at Radian Group where she is reinvigorating CX in social housing. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Qualtrics

NOVEMBER 18, 2020

And one of the best examples of this globally is Volkswagen Group Australia. Something needed to change, so we turned to Qualtrics,” explained Jason Bradshaw, Chief Customer and Marketing Officer at Volkswagen Group Australia. Four years on from starting its XM journey with Qualtrics, Volkswagen is reaping the rewards for its efforts.

Groups 32

Groups Management Automotive Ecommerce 32