NICE inContact

AUGUST 24, 2017

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The post What are Bank Contact Centers Doing Right? appeared first on inContact Blog.

Contact Center 120

Contact Center Banking Call Center Customer Satisfaction 120

NICE inContact

AUGUST 23, 2016

In much the same way, if your company culture has a negative impact on your employees, it will be that much more difficult for you to produce positive business results. While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures.

Contact Center 108

Contact Center Culture Poor Customer Service Tips 108

Vonage

JULY 22, 2016

And for many of us working in the world of contact centers, we give a lot. Luckily, companies are starting to notice employee workloads and other factors that lead to churn or efficiency collapse. Gamification has remained a controversial topic for many people in the contact center world. On the board.

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

Storyminers

JANUARY 24, 2017

2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. The more adaptive companies will excel at keeping pace with their customers’ changing needs. How can companies create amazing customer experiences in 2017?

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

BlueOcean

JUNE 21, 2016

One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of 51 contact center RFP questions to help you ensure you’re making the most informed decision. Company Overview. List Company Facts.

Contact Center 120

Contact Center First Call Resolution Training Culture 120

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

BlueOcean

JULY 5, 2016

With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? Social customer care is quickly becoming a standard offering in the contact center world. 60% of customers expect companies to respond within the hour.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Company Overview The first pages of your RFP will always be the “get to know you” section. For remote training?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

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. . .

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

CSM Magazine

MARCH 12, 2020

What if your employees had to work from home and you had to close your contact centers indefinitely? Tapping into gig crowds can preserve business continuity by giving companies access to additional talent pools to help deal with any unplanned rise in customer enquiries.

Contact Center 52

Contact Center Call Center Government Chatbots 52

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. Sitel Philippines Corporation, Startek, Spi Global, TaskUs Inc.,

Contact Center 63

Contact Center Ecommerce Healthcare Financial 63

NICE inContact

FEBRUARY 29, 2016

As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals. The contact center is truly the front line in this battle. The contact center is truly the front line in this battle. Driving new business models.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

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. What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Storyminers

JANUARY 24, 2017

2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. The more adaptive companies will excel at keeping pace with their customers’ changing needs. How can companies create amazing customer experiences in 2017?

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. What do the findings mean for companies? Published on: January 12, 2017.

Trends 48

Trends Customer Service Contact Center Analysis 48

CSM Magazine

SEPTEMBER 12, 2023

Zenarate leads the learning transformation to develop top-performing contact center agents. Zenarate , the leading AI Simulation Training solution for customer-facing agents, today announced strong customer growth despite the headwinds experienced by many tech companies.

Training 59

Training Telecommunications Marketing Contact Center 59

ShepHyken

JULY 19, 2022

Almost every company could benefit from tapping into their passionate customers and bringing them into the heart of their business by helping other customers. Megan Neale outlines how her platform, Limitless , works with companies to use a strong community to help brands meet rising customer expectations and demands. New York Times ?bestselling

Contact Center 125

Contact Center Brands Customer Service Innovation 125

Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. The outcome of this web training event is customer service professionals who walk away understanding exactly how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation. Register Now.

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. The outcome of this web training event is customer service professionals who walk away understanding exactly how to create calm; how to find resolutions that balance the interests of the customer and the company; how to reduce escalations; and how to create a positive conversation. Register Now.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Kerry Bodine

JANUARY 13, 2016

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Customer SuccessCon West 2016. January 14, 2016. March 31, 2016.

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

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

Magellan Solutions

DECEMBER 5, 2019

Companies that outsource to Philippines benefit from its wide range of call center and back office services. With over 800 BPO companies, around 1.5 Check this list of companies that outsource to Philippines: US Companies Outsourcing To Philippines. European Companies Outsourcing To Philippines.

Company 59

Company Call Center Insurance Telecommunications 59

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

Vonage

MARCH 28, 2019

It’s called Interactive Voice Response (IVR), and the vast majority of companies are using it – but they’re using it to cut costs, not to enhance the customer experience. In 2016, Bain & Co. in 2018 believed that customer experience needs improvement at most companies. According to PwC, 54 percent of customers in the U.S.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

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

According to research done by Bersin and Associates (2012), companies with recognition programs have 31 percent lower voluntary turnover than companies that don’t. According to Deloitte Research (2016), employees value culture and growth almost twice as much as they value compensation and benefits. 5) Provide Coaching.

Call Center 141

Call Center Gamification Contact Center Social Media 141

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. Before You Go. Before You Go.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. A quick – and fun – read.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Magellan Solutions

MARCH 17, 2016

Magellan Solutions participated in FEU’s Alumni Placement Expo (APEx): Annual Job Fair 2016 on March 8, 2016 in Far Eastern University Makati. Companies from various industries, as well as students from different FEU colleges, joined the event. Contact us today.

Contact Center 40

Contact Center System Industry Strategy 40

Magellan Solutions

MARCH 7, 2016

Magellan Solutions participated in FEU’s Alumni Placement Expo (APEx): Annual Job Fair 2016 on March 8, 2016 in Far Eastern University Makati. Companies from various industries, as well as students from different FEU colleges, joined the event. Contact us today.

Contact Center 40

Contact Center System Industry Strategy 40

ShepHyken

DECEMBER 12, 2016

My Comment: Personalization is becoming one of the best ways to deliver a better customer experience and artificial intelligence (AI) is playing a big role in helping companies deliver that better experience. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

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. Companies will increasingly use “customer effort” as a key customer experience metric. Effort Metric Expanding. Customer Journey Designing.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

BlueOcean

FEBRUARY 14, 2018

We’ve come a long way since then with social having earned its rightful place in the channel choice of both customers and contact center service providers. Companies that take that message to heart, responding quickly and effectively when customers shine the spotlight on them, will maintain higher numbers of Promoters.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Stella Connect

MARCH 8, 2018

Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. The company also uses Stella Connect to measure Net Promoter Scores (NPS), a key internal metric for tracking customer satisfaction and advocacy.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40