Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. It’s once again the time of year for me to publish my CX trends. In my post last year I named 2015 “ The Year of Employee.”

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people around them to find information to solve issues. In reality, the last mile that makes or breaks the customer experience lies in the contact center.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

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

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

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

NICE inContact

FEBRUARY 29, 2016

The contact center is truly the front line in this battle. Our solution will enable omnichannel connectivity between patients and thousands of specialized caregivers via both 24/7 on demand capabilities as well as scheduled sessions. inContact is attending Enterprise Connect on March 7-10 in Orlando, Florida.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

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. So, what comes next?

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

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. Before signing up with Stella Connect, Craig needed to develop a business case internally. Staff attrition is a challenge facing every contact center team.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

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. Before signing up with Stella Connect, Craig needed to develop a business case internally. Staff attrition is a challenge facing every contact center team.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

NICE inContact

MARCH 23, 2016

Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs. “If

Contact Center 120

Contact Center Connections Technology Strategy 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. billion PC users.) What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Storyminers

JANUARY 24, 2017

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017? Here’s what we learned. 2: Serve before you sell.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Contact centers see the answer in the cloud.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

CSM Magazine

SEPTEMBER 12, 2023

Zenarate leads the learning transformation to develop top-performing contact center agents. Agents are often the only human connection brands have with their customers and prospects. The company recorded 153% year-over-year enterprise client growth.

Training 59

Training Telecommunications Marketing Contact Center 59

Vonage

MARCH 28, 2019

In 2016, Bain & Co. consumers want more human interaction when they contact the businesses they deal with. Some contact center software vendors today make a selling point out of technology that makes is easier to build IVRs. Technology is important, of course – but to connect people, not to keep them apart.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

ShepHyken

JULY 19, 2022

Utilizing customers to help other customers does not displace traditional contact center workers. ” “Tapping into your most loyal consumers to enhance customer experience builds trust and creates a connection of empathy.” It is a way to support the volume of engagement in a cost-effective way.”

Contact Center 125

Contact Center Brands Customer Service Innovation 125

Win the Customer

JUNE 23, 2016

One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. A 2016 study by Accenture found that 83% of U.S.

Connections 94

Connections Customer Service Social Media Chatbots 94

NICE inContact

MARCH 10, 2016

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. Service Quality. Operational Efficiency.

Call Center 120

Call Center Metrics Average Handle Time Self Service 120

Talkdesk

JANUARY 19, 2017

Today, people still use phones, but those devices aren’t just a way to connect people by voice, they’re now powerful computers that connect people in lots of new ways. Here are a few predictions about what contact centers (and contact center jobs) will look (and sound) like a year from now.

Contact Center 40

Contact Center Omni-Channel Chatbots Video 40

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. What do customers want? Simon Says volunteer!

Self Service 120

Self Service Contact Center Trends Connections 120

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Contact centers see the answer in the cloud.

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Contact centers see the answer in the cloud.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

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. Here are just a few ways you can connect with NewVoiceMedia at Dreamforce 2016. . And this year promises to be our biggest Dreamforce yet.

Sales 215

Sales Customer Confidence Connections Tips 215

ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? Sure, they are common sense – but, unfortunately they are not always so common.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

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. Follow on Twitter: @Hyken .

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Calabrio

JUNE 30, 2016

Every day businesses collect an enormous amount of data from their customers from various channels – including the contact center – with technologies such as Calabrio ONE. In fact, analytics was voted as the top trend to change the contact center in Dimension Data’s 2016 Global Contact Centre Benchmarking Report.

Trends 100

Trends Industry Contact Center Analytics 100

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. How can contact center services Philippines turn call reductions into an advantage? Managing a successful inbound contact starts with reducing call volumes.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. “The connection was so strong that we could have talked for 18 hours if we really wanted,” he said.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

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. It’s a foundation for dynamic, frictionless customer engagement.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

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 IoT and Insurance.

Insurance 116

Insurance Telecommunications Contact Center Video 116

West Monroe

JULY 11, 2017

During the 2016 holidays, they shipped over 1 Billion items. December 23, 2016 happened to be the busiest shopping day of the year. Did you know that Amazon released Amazon Connect – a cloud based contact center service? The holiday season is the biggest time of year for Amazon. Last minute shopping anyone?

Contact Center 82

Contact Center Tips Video Innovation 82

NobelBiz

JUNE 29, 2021

The “touchpoints” with the firm or brand, which define the customer journey, determine how customers connect with a brand or company through various channels. The contact center is an important part of the client journey because of this. The contact center is an important part of the client journey because of this.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

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. Most importantly, brands need to develop a connected omnichannel approach to customer service.

Communication 100

Communication Omni-Channel Social Media Contact Center 100

ijgolding

JULY 3, 2017

It builds a connection which facilitates repeat business and shows the customer they can get help if they need it. In a contact center, you can train your agents to anticipate the needs of customers and provide that additional useful information. Additional information is great, but it needs to be useful information.

Contact Center 140

Contact Center Loyalty Call Center Customer Satisfaction 140

Avaya

APRIL 3, 2017

He extends his vision that messaging is at the center of the digital transformation era. 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.

Customer Journeys 58

Customer Journeys Contact Center Conference Chatbots 58

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