Comm100

JANUARY 14, 2016

As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. The use of mobile devices has been growing rapidly for several years now.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

TechSee

NOVEMBER 20, 2017

A year ago we’ve written an article about leading bot solutions in the market place, as we went to update and looked through the top bot solution of 2016 it became clear we had to address the changes in the chatbot echo system, next wee we will follow up with the update on the bots solution to follow.

Chatbots 117

Chatbots Innovation Customer Service Self Service 117

TechSee

JULY 20, 2021

Unfortunately, this has resulted in industry call centers developing reputations for poor service and long wait times. According to a 2016 report by Deloitte , higher patient experience ratings are associated with higher hospital profitability, with hospitals garnering excellent patient ratings having a net margin of 4.7%

Healthcare 207

Healthcare Hospitality Call Center Guidelines 207

Talkdesk

MAY 6, 2016

It promises to bring together today’s greatest CX innovators and customer-centric business leaders to discuss the future of customer communication. Our blog has run down a partial list of the amazing speakers at Opentalk 2016 and written individual announcements of others. In 2016, our product release cadence has reached fever pitch.

Call Center 40

Call Center Innovation Customer Centricity Software 40

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 48

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. 5 Ways to Spend the Weekend in SF Before Opentalk 2016. Zuora CEO Tien Tzuo Shares Insights at Opentalk 2016. Exciting Talkdesk Product Announcements at Opentalk 2016. May 17th is finally here!

Social Media 40

Social Media Omni-Channel Conference Call Center 40

Talkdesk

JANUARY 23, 2019

In 2016, Peloton faced a big challenge. Their contact centers were growing dramatically, and they needed a solution that would scale easily and quickly to support their growth. “We We are looking for a partner, and we are looking for someone who has the same ideas as we do about innovation.

Innovation 76

Innovation Contact Center Software Consumers 76

Inbenta

MAY 14, 2021

GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. Powered by Inbenta’s innovative AI. WhatsApp chatbot and check-in.

Airlines 99

Airlines Case Study Chatbots Call Center 99

Currency Alliance

DECEMBER 20, 2022

One important thing we have noticed in the past two years is that the innovation team, the Head of Digital, or people with similar titles, have broader responsibility for CX across channels. If call center agents cost $15 per hour, this was costing the organization $375,000 per year. This is contributing to loyalty in two ways.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

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. Customer-centricity shines a spotlight in the contact center. Contact centers face higher expectations than ever—both internally and from customers. Here are three key trends to watch: 1.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Talkdesk

MAY 31, 2016

Our inaugural summit, Opentalk 2016, explored the of the future of customer experience. We are thrilled to announce the winners of Talkdesk’s 2016 Customer Awards. The Talkdesk Customer Awards celebrate our most forward-thinking customers for their advanced and innovative use of our real-time communication platform.

Customer Centricity 40

Customer Centricity Effort Score Case Study Innovation 40

NICE inContact

FEBRUARY 29, 2016

The contact center is truly the front line in this battle. Enabling global innovation. The top reasons we see many companies adopting the cloud : Achieving both customer experience and business goals. Driving new business models.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

Blake Morgan

MAY 17, 2023

He encourages his employees to meet and exceed customer expectations, which has led to innovative DTC showrooms, integrated technology, and impressive shipping and return policies. Since becoming CEO in 2016, Tricia has led Progressive’s stock to quadruple. Leaders should be on the ground.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

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. Customer-centricity shines a spotlight in the contact center. Contact centers face higher expectations than ever—both internally and from customers. Here are three key trends to watch: 1.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

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. Customer-centricity shines a spotlight in the contact center. Contact centers face higher expectations than ever—both internally and from customers. Here are three key trends to watch: 1.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Alida

MARCH 23, 2017

In 2016, the company recruited 30,000 willing respondents from the back of NPS surveys in order to ask more targeted follow-up questions and get real solutions. In other words, don’t stop at the NPS survey. Ask your customers follow up questions to dig deeper.

NPS 133

NPS Net Promoter Score Loyalty Company 133

TechSee

FEBRUARY 5, 2018

Consider this recent incident: A telecom’s call center received a call from a customer complaining that he’d been billed more than double the contracted amount per month for the last few years. 42% of their call center operations are driven by billing-related inquiries.

Customer Service 132

Customer Service Call Center Fashion Contact Center 132

Magellan Solutions

FEBRUARY 5, 2021

As a BPO service provider, Magellan Solutions understand that one must be on top of innovation. Future of the Philippines call center . The BPO industry continued its positive growth rate ever since 2016. For local industry sectors, the leading subsector is Call Centers. The Stance of BPO in the Philippines.

Call Center 52

Call Center Comparison Industry Study 52

TechSee

MAY 1, 2018

86% of utilities already use AI in customer engagement applications, call center service and support, or digital marketing platforms, far exceeding AI use in other areas of operation. According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Self Service 132

Self Service Analytics Call Center Report 132

Magellan Solutions

MAY 2, 2024

These companies have leveraged global talent pools and flexible workforce models to drive efficiency, innovation, and revenue growth. For instance, it moved its call center services to South Africa and established a customer service outsourcing base in Cebu, the Philippines, to support North American and UK customers.

Call Center 52

Call Center Culture Software Communication 52

Customer Bliss

APRIL 11, 2017

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. Brian was initially reporting to Bob Johnson ( who also left Sprint in 2016 ) in a department with several billion under budget. Work is about people: This goes from CEO to call center.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Michel Falcon Experience

FEBRUARY 19, 2016

Like most companies, yearly budgets are determined in Q4 of the previous year, so an impromptu trip to Henderson, Nevada for a call center agent wasn’t going to be an easy ask from my boss. ” I don’t entirely endorse this because it impedes innovation. I wanted to visit them, ask questions and learn.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Magellan Solutions

MARCH 1, 2018

percent recorded in 2016. As artificial intelligence started to replace process-driven jobs, BPO companies should shift their focus from call center services to higher value industries such as big data analytics, healthcare information management, and app development. The full-year GDP growth averaged 6.7

Industry 63

Industry Call Center Competitive Advantage Customer Service Representative 63

Kayako

OCTOBER 13, 2016

In 1989, Ron Muns founded the Help Desk Institute, a professional association with the mission to serve the industry by focusing on innovating technical support. At the time it was an innovation. 1990s saw the advent of mainstream customer service call centers. The IT troubleshooting help desk was born.

Customer Service 120

Customer Service Social Media Call Center Self Service 120

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. Centers incentivize employees to work over the holiday and be prepared. Having more people in the call center doesn't always mean readiness to handle holiday workloads. When do medical centers need professional contact center support?

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

Martin Hill-Wilson

JANUARY 29, 2016

In April 2016, there is the first chance for UK service leaders to become fully immersed in the intelligent assistance opportunity. Some of that is 2016 capability. The post Got These On Your 2016-2019 Service Roadmap? Putting Intelligent Assistance On The Radar. Some remains on the roadmap. Self Service. Customer Service.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

CSM Magazine

MARCH 12, 2020

Coronavirus may be the catalyst that’s making enterprises consider contingency plans for customer service operations, but truth be told, it’s actually just one of many contributing factors that is driving the urgent requirement for call center change today.

Contact Center 52

Contact Center Call Center Government Chatbots 52

Toonimo

JANUARY 5, 2017

Several exciting innovations took place in 2016, as businesses realize the inherent benefits of delivering an exceptional customer experience. As technology drives innovation, we can expect customers to see major changes in the way that big brands interact with them. It also understands text, misspellings and improper grammar.

Innovation 40

Innovation Technology Customer Experience e-support 40

C3Centricity

NOVEMBER 21, 2018

They have come to expect constant innovation so they quickly adapt to the once novel idea and start searching for the next big improvement. Make use of call centers, in-store promotions and merchandisers to talk to your customers, as well as to the employees who connect with them.

Brands 192

Brands Customer Centricity Customer Journeys Consumers 192

NICE inContact

MAY 12, 2017

Contact Centers 2020 : This session was part of a special conference-within-a-conference called Communications & Collaboration 2020. 451 Research industry analyst Sheryl Kingstone joined me as we discussed some of what is bleeding-edge in contact centers today but destined to be de rigueur by 2020.

Contact Center 120

Contact Center Connections Conference Case Study 120

Avaya

OCTOBER 7, 2016

We have been working with our customers across the Asia Pacific to provide cost-effective, integrated, personalized customer experiences with our world-class contact center and unified communications technologies and services.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

TechSee

JANUARY 2, 2018

trillion in claims were paid by insurance companies in 2016 alone. One of those companies, Lemonade , is offering innovative business models focusing on a fast and efficient approval process and transforming what consumers (especially millennials) have come to expect from insurance companies.

Insurance 116

Insurance Telecommunications Contact Center Video 116

Talkdesk

JUNE 23, 2016

Last month, we officially unveiled our latest call center integration, Talkdesk for Slack, at Opentalk 2016. Read on to learn more about how this innovative new feature can augment your call center experience. We hope that Message Buttons in Talkdesk for Slack improve your call center coaching efforts.

Call Center 40

Call Center Call Center Experience Interaction Innovation 40

Customer Enthusiast

OCTOBER 26, 2018

Values) Service, Learning, Contribution, Accessibility, Empowerment, Inclusion, Diversity, Sustainability, and Innovation. Empowerment: I learned of a frontline Comcast call center employee in St. Since 2016, Comcast has seen a 20-point increase in its NPS score.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

ShepHyken

MARCH 17, 2017

A Salesforce survey revealed that 57% of consumers say they expect companies they purchase from to be innovative.” And it worked: SEA saw 267% revenue growth in 2016 over 2015, when they both systematized their workflow and integrated a vibrant customer service aspect into their team messaging platform.

Customer Service 92

Customer Service How To Connections Social Media 92

Avaya

OCTOBER 19, 2017

Last year, NYC311 set a new record for the most annual contacts with 35,982,514 customer requests for services or information in 2016—surpassing its 2015 record by 5%. For example, all IVR messages delivered to NYC311 callers are handled by the Avaya Call Pilot application.

Government 51

Government Social Media Call Center Communication 51