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

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

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. Simple process for wide range of use cases.

Insurance 116

Insurance Telecommunications Contact Center Video 116

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs?

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Transformed by the internet, new entrants and ever more demanding consumers, retailers cannot afford to rest on their laurels. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy.

Retail 48

Retail Self Service Customer Service Entertainment 48

Myra Golden

AUGUST 4, 2016

Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more. This special training will be held online – August 10, 2016 1:00pm ET – 2:00pm ET. August 10, 2016 1:00pm ET – 2:00pm ET.

Training 58

Training Insurance Contact Center How To 58

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Myra Golden

AUGUST 4, 2016

Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more. This special training will be held online August 10, 2016 1:00pm ET – 2:00pm ET. August 10, 2016 1:00pm ET – 2:00pm ET.

Training 40

Training Insurance Contact Center How To 40

TechSee

JUNE 5, 2018

He unboxed and installed all his newly-purchased connected devices and downloaded the software successfully. trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. Show, Don’t tell. George is eagerly looking forward to setting up his new smart home. But… it’s not working. 4 Co-browsing in Field Services.

Trends 116

Trends Self Service Chatbots Technology 116

LiveChat

OCTOBER 31, 2019

We live in a culture of instant gratification, and consumers expect a fast and convenient customer experience from brands 24/7/365. Using the data, identify customers that make repeat purchases and/or regularly download, share, and comment on your content. Call center automation. What was remarkable in 2016 is now only average.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

OpinionLab

AUGUST 29, 2017

This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. For example, IVR and other contact center technologies, store/branch feedback and various other mechanisms help identify where your omnichannel approach is falling short. The difference between the 2015 and 2016 figures are clear.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact. Employee Empowerment: Where to Start.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

OpinionLab

AUGUST 17, 2017

Enter today’s empowered consumer who will be quick to react to what’s wrong with your website redesign. Tapping into the direct, indirect and inferred voice of your digital consumer can be a huge advantage in any site refresh. Direct feedback from your digital consumers can be gleaned through a variety of channels.

Contact Center 74

Contact Center How To Feedback Consumers 74

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Aimee Lucas. Hilary George-Parkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Aimee Lucas. Hilary George-Parkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

JUNE 13, 2018

While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 12.2 Wallet, and even Bitcoin have been attractive to consumers – particularly Millennials, the generation with the fastest growing spending power.

Tips 130

Tips Self Service e-support Social Media 130

Eptica

OCTOBER 7, 2016

Date: Friday, October 7, 2016 7 key issues that are holding back digital transformation in insurance. Published on: October 07, 2016. To find out how they are performing, the 2016 Eptica Insurance Multichannel Customer Experience Study evaluated 100 U.S. 46% either didn’t respond on any channel or answered on just one.

Insurance 79

Insurance Social Media Contact Center Infographics 79

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Published on: February 19, 2016. Author: Derek Lewis For the majority of consumers digital channels, such as the web and email, are now the default method of researching and buying insurance. Share this page on: Tweet.

Insurance 48

Insurance Retail Customer Service Knowledge Base 48

Comm100

DECEMBER 16, 2019

With year-over-year data since 2016 from billions of interactions and commentary from experts, it’s no wonder this is always one of our most popular pieces. Customer-facing chatbots aren’t the only way to use AI in the contact center. Whitepaper: Supercharge your agents with Intelligent Assistance.

eBook 130

eBook Chatbots Infographics ROI 130

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. Yet the majority of insurers are not dedicating sufficient resources to chat.

Insurance 48

Insurance Connections Customer Service Self Service 48

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media.

Self Service 48

Self Service Brands Social Media Contact Center 48