Comm100

JANUARY 14, 2016

In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. These days, consumers expect easy access to customer service in every way possible.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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.

Call Center 120

Call Center Metrics Average Handle Time Self Service 120

Calabrio

JULY 5, 2016

When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. According to the report, customer satisfaction scores for Comcast, the largest Internet and cable service provider in the U.S., Evaluate quality interactions.

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

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.

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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. Bancorp Fund Services contact center.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

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

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

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.

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Innovation Self Service Contact Center Customer Satisfaction 40

TechSee

JANUARY 2, 2018

Customer satisfaction and experience are important for every industry, and insurance is no exception. trillion in claims were paid by insurance companies in 2016 alone. To stay relevant and compete effectively, traditional insurance companies must ensure their customer base is satisfied. IoT and Insurance.

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Insurance Telecommunications Contact Center Video 116

Calabrio

MAY 25, 2016

The theory is that companies can better serve their customers using bots because they will be readily available when needed. There’s even the notion that chat bots could replace contact centers at some point down the line. In fact, 51.7%

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Chatbots Omni-Channel Contact Center Conference 124

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.

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Self Service Contact Center Multi-Channel Omni-Channel 52

NobelBiz

JUNE 29, 2021

These touchpoints are prioritized for analysis since they are a useful source of data for assessing the client journey and it works as follows: The Key role of Contact Centers The increased focus on digital channels and new communication technology allows for new methods to engage with clients.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

ijgolding

JULY 3, 2017

Then, if you can anticipate the customer’s needs with your answer, you are able to create an experience that is unique and special. In a contact center, you can train your agents to anticipate the needs of customers and provide that additional useful information.

Contact Center 140

Contact Center Loyalty Call Center Customer Satisfaction 140

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. Overall, consumer satisfaction has risen to 77.8, compared to January 2016, marking the fourth straight improvement in results.

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. This means that delivering the right levels of customer satisfaction is a journey not a destination. Wales has the happiest customers , scoring 78.6, points to 77 out of 100.

Customer Service 48

Customer Service Knowledge Base Contact Center Banking 48

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

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. In fact, 70% of the industries analyzed by the Index experienced dips in average scores for customer service. While this was only a small rise (of 0.2 out of 100), it was at least a step in the right direction.

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 60% of consumers have higher expectations for customer service now than they did just one year ago.

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

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

Magellan Solutions

AUGUST 14, 2021

Based on the Willis Towers Watson’s 2015-2016 Global 50 Remuneration Planning Report, the low cost of labor in the Philippines makes them a more attractive alternative investment location, compared to other countries. Call center rates depend on the company and the country you’re hiring. Salary per year ($). Philippines.

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Call Center Contact Center B2C B2B 52

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends.

ROI 50

ROI Self Service Customer Experience Airlines 50

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. Author: Angus Prentice Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. Share this page on: Tweet.

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Sales e-support Contact Center Abandon Rate 48

Verint

FEBRUARY 10, 2016

Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well.

Employee Engagement 20

Employee Engagement Engagement Gamification Customer Engagement 20

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey.

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Multi-Channel Customer Experience Competitive Advantage Effort Score 60

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

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Employee Engagement Engagement Contact Center Software 32

Stella Connect

JANUARY 31, 2018

First, customers’ repeated attempts to resolve issues drive up contact center costs. Say you ha ve a team of 100 contact center agents fielding 50 calls per agent per day at a cost of $5.00 million contacts per year. All incoming contacts – contacts that can’t be resolved at level one).

Metrics 40

Metrics First Call Resolution Customer Service Contact Center 40

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. For example, CSAT scores show customer satisfaction while Net Promoter links to advocacy and brand reputation. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

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.

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Customer Service Management Knowledge Base Contact Center 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.

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Consumers Brands Social Media Contact Center 48

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.

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Chatbots Customer Experience Contact Center How To 40

Joe Rawlinson

JANUARY 27, 2016

But these four emotions and strategies are key ways to engage new customers in 2016. Companies and business owners understood this in the mid-20th century, but the concept faded over times as customer service jobs were outsourced to cut spending and increase profits. Sentimental Marketing. So what happened?

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Consumers Marketing Advertising Hotels 60

COPC

APRIL 14, 2016

at customer experience events throughout the world. Featured Event: April 26, 2016, Phoenix, AZ. IARE 2016 SYMPOSIUM at Hyatt Place Phoenix . Judi is providing an in-depth exploration of the findings from the 2015 Customer Experience Management Benchmark (CXMB) Survey — a joint venture between COPC Inc.

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Customer Journeys Contact Center Conference Call Center 40

Verint

DECEMBER 5, 2017

As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number of trends are making it easier to link these two functions, including: In-sourcing previously outsourced contact center functions. The increase in channel digitization.

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Contact Center Call Center Culture Trends 28

GlowTouch

MAY 24, 2021

An example is where an entity contracts a third-party call center to handle all customer-related issues. This leaves the employees in the company with more time to focus on their core business, leading to better outcomes and increased customer satisfaction. We, GlowTouch , offer exactly this! About GlowTouch.

Healthcare 52

Healthcare Call Center Return on Investment Trends 52

Verint

JANUARY 22, 2018

A step beyond familiar Voice of the Customer surveys, EFM solutions are distinguished by their scope, versatility, technology and ease of administration. Successful businesses today are consumer driven and possess a deep understanding of customers that enables them to anticipate changes in preferences, behavior and brand loyalty.

Analytics 29

Analytics Survey Customer Satisfaction Feedback 29

LiveChat

OCTOBER 31, 2019

Combine LiveChat with Chatbot to help free up human agents to tackle more complex customer service issues and develop meaningful customer relationships including: Streamlining lead generation by presenting the most relevant lead magnet (e.g., Call center automation. Call centers are an important customer touch point.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57