Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Don’t Panic!”

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Uniphore

NOVEMBER 2, 2021

As an example, in 2020, Zoom surpassed 350 million daily participants and had more than 450,000 business customers. Further, the annual meeting minutes on Zoom is over 3.3 Given the massive engagement between customers and a brand, creating a positive, and personal experience is essential. Contagious: Why Things Catch On.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt. over the course of the year.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

Calabrio

JUNE 23, 2016

So, any organization whose bottom line is directly impacted by customer experience must go digital, too. 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.

Communication 100

Communication Omni-Channel Social Media Contact Center 100

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. The persistence of non-integrated and siloed channels is also seen as a major problem.

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Eptica

AUGUST 5, 2016

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Author: Neil Cox While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service. Share this page on: Tweet.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JANUARY 25, 2017

Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. compared to January 2016, marking the fourth straight improvement in results. Overall, consumer satisfaction has risen to 77.8, out of 100 (up 0.5

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

Avaya

APRIL 6, 2016

Customer engagement is a competitive battleground. After all, customer expectations are always high, and technology always evolving. To stay ahead of the competition, we have to be vigilant about meeting or exceeding the needs of our customers. But that’s not all! Getting started is easy.

Self Service 40

Self Service Contact Center Omni-Channel Video 40

Tricia Morris

FEBRUARY 19, 2016

Economist Intelligence Unit Creating a Seamless Customer Experience Report ). In Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey, consumers now say they are using web self-service more than assisted service. Gartner Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement ).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live. Share this page on: Tweet.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Share this page on: Tweet.

Hotels 48

Hotels Customer Service Social Media Travel 48

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. Share this page on: Tweet.

Consumers 48

Consumers Brands Social Media Contact Center 48

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. These findings come from the Eptica Multichannel Customer Experience Study , which has tracked the changing face of customer service in the UK, France and latterly the United States , over the last five years.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Share this page on: Tweet.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. Share this page on: Tweet.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated.

Customer Experience 40

Customer Experience Contact Center Self Service CRM 40

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Eptica

OCTOBER 16, 2015

This sounds obvious, but many companies make it difficult for customers to complete transactions or force them to repeat themselves if they change channels. Think like a customer and test your systems and processes to ensure that they are seamless and meeting customer needs. Share this page on: Tweet.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

Tricia Morris

MAY 31, 2016

Brands must approach everything they do, but especially service and engagement, with a customer experience mentality. Notes Dennis Snow, a 20-year Disney veteran and author of Lessons from the Mouse , “If you operate a contact center, the technology has to be great, but it still is about the experience.

CRM 40

CRM Customer Experience Self Service Conference 40

Kustomer

OCTOBER 28, 2022

With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications. How Can You Provide Differentiated Customer Service? By ignoring customer service, brands are missing out on market share and revenue. 1) Take a True Omnichannel Approach to Modernize Customer Service.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Avaya

JULY 14, 2016

2016 is shaping up to be the year of the Chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—not least in how they are playing an ever bigger role in customer service. Meeting that expectation is no longer optional.

Chatbots 40

Chatbots Customer Experience Contact Center How To 40

Avaya

SEPTEMBER 2, 2016

With the great and the good of the regional ICT industry in attendance, there’s not a lot of point in showing up with your latest bright, shiny product if you haven’t already engaged with customers year round to make sure it meets a real need. So what are we bringing for 2016? We listened and built the solution for that.

Innovation 40

Innovation Feedback Contact Center Customers 40

Verint

OCTOBER 24, 2017

After all, John’s issue was resolved and he didn’t need to call your contact center. If John later contacts the service organization, they will have no previous knowledge of this issue and the actions that were taken, so John will have to repeat this information before he can get help.

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 48

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., Aimee Lucas.

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kustomer

JUNE 27, 2022

Compassionate customer service is central to meeting the needs of the modern consumer from any generation of shopper. Feel free to explore at your own pace, starting with our table of contents: What Are the Benefits of Customer Service Software? Types of Customer Support Software.

Software 98

Software Tools Customer Service Self Service 98

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. To combat this, companies need to ensure that they have a system that is not only easy to use, but can be updated by staff so that it is always meeting their changing needs. Share this page on: Tweet.

Customer Experience 55

Customer Experience Knowledge Base Contact Center System 55

SurveySensum

JULY 14, 2020

All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Eptica

JULY 15, 2016

Date: Friday, July 15, 2016 How to embrace change and become a customer-adaptive enterprise. Published on: July 15, 2016. Focusing on the customer is going to be central to any successful transformation for existing brands. Author: Laurence Chami Change is the watchword for business today. Share this page on: Tweet.

Omni-Channel 48

Omni-Channel Multi-Channel How To Contact Center 48

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Eptica

MARCH 8, 2016

Date: Wednesday, March 9, 2016 The importance of integrating Twitter into customer service. Published on: March 09, 2016. Author: Dharmesh Ghedia The conversational, open nature of Twitter easily lends itself to customer service – in fact, the social network itself claims that tweets to major brands have increased by 2.5

Customer Service 48

Customer Service Social Media Net Promoter Score Contact Center 48

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. Share this page on: Tweet.

Insurance 79

Insurance Social Media Contact Center Infographics 79

Eptica

FEBRUARY 23, 2016

Date: Tuesday, February 23, 2016 Why it is time to focus on the customer service journey, not just the touchpoints. Published on: February 23, 2016. This is primarily due to the fact that most customer journeys span multiple departments, systems and silos of information. Share this page on: Tweet.

Touchpoint 48

Touchpoint Customer Service Social Media Contact Center 48