Vonage

AUGUST 15, 2016

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. What do customers want?

Self Service 120

Self Service Contact Center Trends Connections 120

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

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

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. Before You Go. Before You Go.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

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.

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. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy.

Retail 48

Retail Self Service Customer Service Entertainment 48

Magellan Solutions

FEBRUARY 2, 2022

The Philippines has always been in a tight race with India as the best BPO services provider in the world. However, India started losing ground to the Philippines when fraudulent activities of Indian call centers were exposed in 2016. A Brief History of the Call Center Industry in the Philippines. billion in revenue.

Call Center 75

Call Center Industry Contact Center Government 75

Calabrio

JUNE 23, 2016

We trip over it everywhere—people are on their laptops, phones and tablets searching the web, surfing social networks and downloading apps, all while walking down the street. This digital generation is also making strong judgments about the quality of service they’re receiving from brands on these channels.

Communication 100

Communication Omni-Channel Social Media Contact Center 100

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. A remote visual communication platform enables customers to transmit images and videos of their claims to contact center agents for immediate incident assessment.

Insurance 116

Insurance Telecommunications Contact Center Video 116

Myra Golden

AUGUST 4, 2016

Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about letting the customer vent until they cool off or you being a doormat. Introducing… How to Handle Difficult Customers Using Verbal Aikido. New hires who are inexperienced in handling aggressive and difficult customers.

Training 58

Training Insurance Contact Center How To 58

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.

Contact Center 28

Contact Center Call Center Culture Trends 28

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

TechSee

JUNE 5, 2018

He unboxed and installed all his newly-purchased connected devices and downloaded the software successfully. A frustrated George dreads calling Customer Service. Agents can move their mouse around the customer’s browser, highlight relevant information and annotate to make tricky processes even clearer.

Trends 116

Trends Self Service Chatbots Technology 116

Myra Golden

AUGUST 4, 2016

Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about letting the customer vent until they cool off or you being a doormat. Introducing… How to Handle Difficult Customers Using Verbal Aikido. This special training will be held online August 10, 2016 1:00pm ET – 2:00pm ET.

Training 40

Training Insurance Contact Center How To 40

NICE inContact

MARCH 22, 2016

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In addition to an assessment of the leading contact center vendors, the IDC MarketScape identified some important trends in the larger customer service market.

Contact Center 120

Contact Center Trends Analysis Measurement 120

Verint

OCTOBER 24, 2017

After all, John’s issue was resolved and he didn’t need to call your contact center. Your marketing organization has missed an opportunity to engage with this customer, and may now miss future opportunities. Your customer service organization lacks the insight that this is an issue customers need assistance with.

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

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. Adam Toporek.

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. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

LiveChat

OCTOBER 31, 2019

Using the data, identify customers that make repeat purchases and/or regularly download, share, and comment on your content. Build additional campaigns that turn top customers into brand advocates, and leverage the power of word-of-mouth marketing. Call center automation. What was remarkable in 2016 is now only average.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

Stella Connect

APRIL 4, 2017

By January 2016, chat had overtaken email, 90% to 87%. Unlike email, chat offers real-time answers and solutions to help customers make their purchase decisions. Our mystery shoppers’ anecdotal reports suggest service via chat is a far more satisfying experience. Why the shift away from email? Really well.

Study 40

Study Policies Ecommerce Comparison 40

Tricia Morris

JANUARY 11, 2016

“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.” Isn’t it time we engage the empowered customer with equally empowered employees?

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Published on: February 19, 2016. This is driving major change in the market, as forward-looking businesses invest in the digital customer experience. Share this page on: Tweet.

Insurance 48

Insurance Retail Customer Service Knowledge Base 48

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Author: Angus Prentice The rise of digital channels is radically changing how businesses operate and interact with customers, increasing competition and driving transformation of their operations.

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 48

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past. However, just 50% provided a successful reply on the channel.

Insurance 48

Insurance Connections Customer Service Self Service 48

Comm100

JUNE 13, 2018

Customers can experience many types of pain points, or common problems, while doing business with a company. Remedy existing customer pain points before the holiday rush by considering the following: Where do your customers currently experience friction in the buying experience? Put on Your Best Holiday Deals.

Tips 130

Tips Self Service e-support Social Media 130

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

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

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. We predict 2020 will see even more interest and adoption of bots!

eBook 130

eBook Chatbots Infographics ROI 130

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors. Share this page on: Tweet.

Self Service 48

Self Service Brands Social Media Contact Center 48