BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Storyminers

JANUARY 24, 2017

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 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. to serve customers better).

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Vonage

AUGUST 15, 2016

A customer’s experience lives long beyond the purchase. Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. Focus on the outcome.

Self Service 120

Self Service Contact Center Trends Connections 120

TechSee

APRIL 10, 2018

Customer-Driven Opportunity. Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. Gartner’s data underscores this opportunity. Capturing the opportunity.

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

BlueOcean

APRIL 11, 2017

Their business model was founded on the cell phone industry equivalent of a unicorn: a customer-centric offering that puts affordability and flexibility at the forefront. In the summer of 2016, Blue Ocean was selected as the company’s outsourced contact center partner. Let’s chat.

Case Study 159

Case Study Study Abandon Rate Contact Center 159

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

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. Amaze Every Customer Every Time.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 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

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 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. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

NobelBiz

JUNE 29, 2021

The customer experience is critical to every company’s long-term viability. This customer journey’s enhancement is a work in progress. Outsourcing is the greatest option, allowing companies to focus their approach on their customers. 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

GlowTouch

MAY 24, 2021

This is because the outsourcing industry is flexible and can be customized to meet the needs of a company, whether large or small. Regardless of the size of your company, outsourcing companies will evaluate it and customize their services to fit the size of your organization. This is through better quality services. About GlowTouch.

Healthcare 52

Healthcare Call Center Return on Investment Trends 52

Natalie Petouhof

FEBRUARY 21, 2016

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? IoT and creating awesome Customer Experiences. IoT and creating awesome Customer Service (Field Service). September 21, 2016 polls close.

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Why Is It Important to Balance Cost, Quality and Customer Service? Tweet Why is this announcement so important?

Innovation 40

Innovation Gamification Management Comparison 40

Natalie Petouhof

MAY 11, 2016

Tweet I’m judging the 2016 Constellation SuperNova Awards ! Nominate yourself or someone you know before August 8, 2016. To learn more, apply here: https://www.constellationr.com/events/supernova/2016. Covering Customer Facing Applications that Drive Awesome Customer Experience. About the SuperNova Awards.

Case Study 40

Case Study Study Innovation Leadership 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes. What Is Customer Service Software?

Software 98

Software Tools Customer Service Self Service 98

TechSee

FEBRUARY 5, 2018

Visual experiences are gaining traction within customer interactions. Visual engagement has been proven especially effective across a wide range of sales, marketing and customer service and support scenarios, providing the quickest route to success and resolution in a number of use cases.

Customer Service 132

Customer Service Call Center Fashion Contact Center 132

Magellan Solutions

JULY 5, 2021

So, here are some of the other factors that SME owners should look for in a call center company. . Customer-based Organization. – Does the BPO firm consider your customers as their customers too? – Does the call center company have a pitched end-goal for your business after analyzing the data you provided?

Call Center 40

Call Center Company Omni-Channel e-support 40

ShepHyken

AUGUST 29, 2016

Each week I read a number of customer service articles from various online resources. 5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. Kuiu is a hunting gear company that has a customer focused culture. The Future of Customer Loyalty is Flexibility by Jim Tierney.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority. One strike and you’re out.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Natalie Petouhof

MAY 9, 2016

Tweet What we saw at the conference was a full suite for customer experience. As point solutions turn to suites, Constellation Research predicts organizations that want to keep all the information about customers flowing in one place will most likely turn to platforms, suites and hubs for customer experience.

Conference 40

Conference Report Social Media Case Study 40

Tricia Morris

AUGUST 21, 2015

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. Customer experience is how a customer feels about a company over time.

CRM 40

CRM Customer Focused Self Service Conference 40