Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. We presented our subjects with an extensive list of potential contact center issues for 2016 and asked them to choose all that they felt applied to them.

Contact Center 140

Contact Center Contact Center Software First Call Resolution Call Center 140

NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions.

Net Promoter Score 120

Net Promoter Score Multi-Channel Contact Center Customer Experience 120

NICE inContact

DECEMBER 12, 2016

When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?

Contact Center 185

Contact Center Customer Service Culture Interaction 185

NICE inContact

AUGUST 24, 2017

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% The post What are Bank Contact Centers Doing Right?

Contact Center 120

Contact Center Banking Call Center Customer Satisfaction 120

NICE inContact

OCTOBER 17, 2018

The company offers a variety of mattresses and related products at competitive prices, and customers obviously approve: They’ve propelled Mattress Firm to over $3.8 billion in annual sales (2016). But the Houston-based company was losing sleep over its two contact centers.

Average Handle Time 121

Average Handle Time Contact Center Omni-Channel Retail 121

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer Journey Designing. 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

NICE inContact

DECEMBER 14, 2016

Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Every person experiences the change acceptance continuum differently.

Contact Center 138

Contact Center Technology Management Training 138

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. Is Cloud Contact Center the New Normal?

Contact Center 120

Contact Center Connections Conference Case Study 120

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 133

Contact Center Omni-Channel Brands Hospitality 133

NICE inContact

AUGUST 23, 2016

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. Most contact centers fall somewhere in the middle ground. As a contact center leader, where do you start that process? Till Your Land. Let the Sun Shine.

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. In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. On the board. Endowed with service powers.

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

Comm100

JULY 11, 2019

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Wire them up with AI, and now you’re into a whole new level of customer engagement. AI-powered Chatbots. AI-powered Analytics.

Contact Center 118

Contact Center Chatbots Analytics Effort Score 118

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

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. Reporting Customization and Client Access.

Contact Center 120

Contact Center First Call Resolution Training Culture 120

NICE inContact

OCTOBER 6, 2016

We are officially less than one week away from our biggest event this year, ICUC 2016 ! Make sure to check out all the integrations, software and services they offer that can help improve your contact center. We are excited for this year’s ICUC 2016 conference and can’t wait to see you in Orlando! Pick Your Sessions.

Entertainment 120

Entertainment Conference Contact Center Software 120

Vonage

MARCH 28, 2019

Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most. In 2016, Bain & Co. When their customers were asked, only eight percent agreed with them.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. contact centers racked up more than 200 billion minutes of inbound calling.

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

BlueOcean

JULY 5, 2016

In our world, it’s a little bit soul crushing to know that one third of people in the US would choose to clean a toilet over talking with customer service. If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? The Facts About Social Customer Care.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Michelli Experience

JULY 18, 2017

Customer Experience and Trust…hmmm. and, 3) What percentage of Americans answered “True” to the same question in 2016? drumroll please… In 1964 77% of respondents said “most people can be trusted” but only 31% viewed most others as worthy of trust in 2016 (thus causing my negativistic prediction about you today).

Customer Experience 164

Customer Experience Contact Center Consulting Policies 164

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. Reporting Your customer care program may accumulate more data than any other part of your organization.

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

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. per contact, while self-service channels cost about $0.10

Self Service 78

Self Service Virtual Agent Connections Contact Center 78

Experience Matters

SEPTEMBER 29, 2016

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough. Because emotion drives loyalty.

Contact Center 120

Contact Center Interaction Loyalty Trends 120

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Customer Experience. “In Why are your customers contacting you? Do they have to make contact multiple times, and if so, why?

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

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

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. Driving new business models. Enabling global innovation.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

NICE inContact

AUGUST 25, 2016

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. It has never been more important to focus on empowering the frontline.

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents.

Contact Center 51

Contact Center Meeting Net Promoter Score Average Handle Time 51

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. Digital Transformation.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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

Uniphore

OCTOBER 19, 2015

The hottest trend in business today is what your call center is all about: extraordinary customer service. Customer experience will make you or break you, but what exactly do you need to do to keep your customers satisfied? The writing is on the wall: By 2020, see fast resolution as their #1 need. Read More.

Trends 100

Trends Contact Center Customer Service Call Center 100

CSM Magazine

DECEMBER 14, 2015

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. 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. Emotion Arising.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 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

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. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

ShepHyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. They have the knowledge and passion for the brand that can be turned into a skill to help other customers.

Contact Center 125

Contact Center Brands Customer Service Innovation 125