Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. They consult online resources, form online communities, and look to endorsements from total strangers to form opinions on products and services. In short, the contact center of today must be demand based and software driven.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

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. Instead, they use social media (38.9%), mobile apps (27.2%) and email (12.1%) as a first line of communication.

Communication 100

Communication Omni-Channel Social Media Contact Center 100

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers?

Contact Center 48

Contact Center Self Service Knowledge Base Social Media 48

Magellan Solutions

MAY 3, 2016

IBPAP delegation to CeBIT Australia 2016. Magellan Solutions was part of the IBPAP (Information Technology and Business Process Association of the Philippines) delegation to CeBIT Australia 2016 in May 2-4 2016 at Sydney Olympic Park. Contact us today. Want to know more about how outsourcing can work for your business?

Contact Center 63

Contact Center Ecommerce Healthcare Financial 63

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. billion PC users.) What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

NICE inContact

FEBRUARY 29, 2016

The contact center is truly the front line in this battle. These interactions will include both voice communications and two-way digital information displayed on mobile devices, all of which will be recorded and stored in compliance with HIPAA standards. Driving new business models.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents.

Contact Center 51

Contact Center Meeting Net Promoter Score Average Handle Time 51

Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. Examine the communication chain and learn how it gives you the edge in communicating in conflict situations. Discover how to communicate assertively, create calm and take control with difficult customers by using conversational aikido. . August 10, 2016 1:00pm ET – 2:00pm ET.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. Examine the communication chain and learn how it gives you the edge in communicating in conflict situations. Discover how to communicate assertively, create calm and take control with difficult customers by using conversational aikido. . August 10, 2016 1:00pm ET – 2:00pm ET.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Talkdesk

JANUARY 19, 2017

Not too long ago, customers handled all of their communication with companies via the phone: bookings, support, payment, etc. At the end of the day, contact center jobs are about communicating in the manner that solves a customer’s problems best and new contact center technology has to take that into account.

Contact Center 40

Contact Center Omni-Channel Chatbots Video 40

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. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center Average Handle Time CRM Call Center 40

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

NICE inContact

JULY 25, 2019

Another effective tactic for recognition within a call center is to have wallboards that display leaders of challenges, agent birthdays, and agent spotlights. The ability for agents to give feedback and communicate how they feel is a way to engage them that doesn’t require a promotion or raise. 2) Ask for Feedback.

Call Center 141

Call Center Gamification Contact Center Social Media 141

ShepHyken

DECEMBER 12, 2016

We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Sharpen) We went one-on-one with Zappos to get a sneak peek into the contact center famous for their customer service. This is how customers communicate with many of the businesses the choose to do business with.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Avaya

JUNE 7, 2016

The problem that we identified is that in this mobile-centric, 24X7-access-to-everything, gadget-crazy digital world, there is a huge problem for companies to be able to communications enable any customer experience now , not seven months from now. The platform we created for business communications innovation is Avaya Breeze ™.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

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

Vonage

AUGUST 15, 2016

Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes. Modern contact centers must leverage the full spectrum of channels customers are using to connect. Offer several communications channels.

Self Service 120

Self Service Contact Center Trends Connections 120

Calabrio

MAY 25, 2016

There’s even the notion that chat bots could replace contact centers at some point down the line. As companies try to find the balance between traditional channels and emerging communication methods, it’s important to remember that customers want options beyond the phone. In fact, 51.7%

Chatbots 124

Chatbots Omni-Channel Contact Center Conference 124

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

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. At Dreamforce, NVM will reveal how a strong communications platform can provide a better way for you to get close to your customers. Want to take part?

Sales 215

Sales Customer Confidence Connections Tips 215

TechSee

JANUARY 2, 2018

trillion in claims were paid by insurance companies in 2016 alone. A remote visual communication platform enables customers to transmit images and videos of their claims to contact center agents for immediate incident assessment. According to the OECD Global Insurance Statistics , more than US $2.29

Insurance 116

Insurance Telecommunications Contact Center Video 116

Magellan Solutions

SEPTEMBER 27, 2021

Invoca, a call intelligence service, published a research in 2016 that found that 65 percent of the 50 million calls they studied had customers preferring to contact a business rather than dealing with online web forms, web chat, and email.

Call Center 97

Call Center Contact Center Poor Customer Service Wait Times 97

Avaya

APRIL 3, 2017

I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques. Digital transformation has made the mobile device the preferred method for contacting businesses.

Customer Journeys 58

Customer Journeys Contact Center Conference Chatbots 58

Eptica

OCTOBER 4, 2017

Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016. Combined with the growth of AI this has led to much talk about whether we are going to see the end of the traditional contact center, with agents replaced by machines. Take communications in business.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

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

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. The Global State of Customer Experience 2016 , a new research report from the CX Network, provides some interesting insight into what is happening across the world. over the course of the year.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

Call Experts

NOVEMBER 20, 2019

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. . . 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

ijgolding

JULY 3, 2017

In a contact center, you can train your agents to anticipate the needs of customers and provide that additional useful information. His first book was The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business , was released February, 2016.

Contact Center 140

Contact Center Loyalty Call Center Customer Satisfaction 140

Avaya

MAY 18, 2016

2016 is shaping up to be the year of the Chatbot. From the traditional call center, with rows of agents handling multiple calls, we have moved on to the contact center, and multichannel communications, to the omnichannel experience. And, let’s face it, people still don’t like contacting customer service.

Chatbots 48

Chatbots Omni-Channel Contact Center Social Media 48

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Win the Customer

JUNE 23, 2016

A 2016 study by Accenture found that 83% of U.S. 2) Make sure customer service and marketing communicate (scale service with tech). Since customer service and marketing share the space of social media, it makes sense for those departments to have clear lines of communication between them. Which is great, to a point.

Connections 94

Connections Customer Service Social Media Chatbots 94

Eptica

DECEMBER 23, 2015

As consumers communicating with the contact center demand fast answers to their queries, so set expectations on what you are going to do, and by when, so that everyone knows what is going to happen. at a certain time then say so politely, leaving no room for confusion in your communication. Share this page on: Tweet.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 48

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. Author: Robin Tandon Technology has the power to transform how we communicate with each other, and has made huge advances over the last twenty years. Technology can help. Share this page on: Tweet.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

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. Share this page on: Tweet.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). Share this page on: Tweet.

ROI 50

ROI Self Service Customer Experience Airlines 50

Clarabridge

FEBRUARY 19, 2019

It is clear that improving your digital efficiency can be an opportunity to minimize costs for your contact center and improve the overall experience for your customers. Today’s customer wants to communicate via their channel of choice, and increasingly, these channels are digital in nature.

Multi-Channel 40

Multi-Channel Customer Service Contact Center Chatbots 40