Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. Contact centers experiencing a high rate of call escalations due to employees’ inability to handle difficult customers. August 10, 2016 1:00pm ET – 2:00pm ET. Digital copy of the webinar – you can download it, save and have it forever! 299 per organization. Register Now.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. Contact centers experiencing a high rate of call escalations due to employees’ inability to handle difficult customers. August 10, 2016 1:00pm ET – 2:00pm ET. Digital copy of the webinar – you can download it, save and have it forever! 299 per organization. Register Now.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Talkdesk

OCTOBER 11, 2016

We met hundreds of great people at Dreamforce 2016, spoke in the opening keynote at ICMI Contact Center Demo & Conference and gave out a lot of great swag. Best of all, there are no updates or downloads needed to begin using our new Lightning-optimized CTI – simply enable Lightning to get started.

Contact Center Software 40

Contact Center Software Contact Center Conference Software 40

AWS Machine Learning

APRIL 16, 2024

If you download the example template and deploy it, you should see that an IAM role has been created. AWSTemplateFormatVersion: "2010-09-09" Transform: AWS::Serverless-2016-10-31 Description: CloudFormation template for book hotel bot. DataPrivacy: ChildDirected: false IdleSessionTTLInSeconds: 300 You can download the updated template.

Management 91

Management Hotels Resources Policies 91

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

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Contact centers see the answer in the cloud.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

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. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Contact centers see the answer in the cloud.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Vonage

AUGUST 15, 2016

Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes. Modern contact centers must leverage the full spectrum of channels customers are using to connect. What do customers want? Simon Says volunteer!

Self Service 120

Self Service Contact Center Trends Connections 120

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. Please download the full report for complete details.

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. Bancorp Fund Services contact center.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Magellan Solutions

FEBRUARY 2, 2022

However, India started losing ground to the Philippines when fraudulent activities of Indian call centers were exposed in 2016. With the rise of such malpractices in the country, their BPO industry has lost call center businesses to the Philippines over the years. A Brief History of the Call Center Industry in the Philippines.

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. Our world is digital and there’s no getting around it. So, any organization whose bottom line is directly impacted by customer experience must go digital, too.

Communication 100

Communication Omni-Channel Social Media Contact Center 100

TechSee

JANUARY 2, 2018

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. According to the OECD Global Insurance Statistics , more than US $2.29

Insurance 116

Insurance Telecommunications Contact Center Video 116

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs?

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. Therefore, you’d expect customer service to be continually improving, but the 2016 Eptica Retail Multichannel Customer Experience Study found that this isn’t the case. However, performance varied.

Retail 48

Retail Self Service Customer Service Entertainment 48

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

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

Myra Golden

AUGUST 4, 2016

This special training will be held online – August 10, 2016 1:00pm ET – 2:00pm ET. Contact centers experiencing a high rate of call escalations due to employees’ inability to handle difficult customers. August 10, 2016 1:00pm ET – 2:00pm ET. Can’t attend the live event? Can’t attend the live event? .

Training 58

Training Insurance Contact Center How To 58

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. The 2016 French Multichannel Study has recently been released, making this a good time to compare the latest data on the experience offered in France and the UK. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Myra Golden

AUGUST 4, 2016

This special training will be held online August 10, 2016 1:00pm ET – 2:00pm ET. Contact centers experiencing a high rate of call escalations due to employees’ inability to handle difficult customers. August 10, 2016 1:00pm ET – 2:00pm ET. Digital copy of the webinar – you can download it, save and have it forever!

Training 40

Training Insurance Contact Center How To 40

Verint

OCTOBER 24, 2017

After all, John’s issue was resolved and he didn’t need to call your contact center. To learn more about the benefits of an online community, download our new Ask the Experts eBook where I and other experts discuss some of the key questions around online communities.

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

TechSee

JUNE 5, 2018

He unboxed and installed all his newly-purchased connected devices and downloaded the software successfully. trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. Show, Don’t tell. George is eagerly looking forward to setting up his new smart home. But… it’s not working.

Trends 116

Trends Self Service Chatbots Technology 116

LiveChat

OCTOBER 31, 2019

Using the data, identify customers that make repeat purchases and/or regularly download, share, and comment on your content. Call center automation. Call centers are an important customer touch point. A streamlined contact center experience is critical to improving customer satisfaction scores. Welcome programs.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

Stella Connect

APRIL 4, 2017

By January 2016, chat had overtaken email, 90% to 87%. Of course, to make your customers happy and transform your contact center from a cost center to a profit center, you have to do chat well. If chat isn’t a priority for your brand, or you don’t offer it, consider this. Why the shift away from email? Really well.

Study 40

Study Policies Ecommerce Comparison 40

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact. Beyond Knowledge: Insights.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

OpinionLab

AUGUST 17, 2017

Joshua Carpenter (@jscarpe) December 14, 2016. Contact center, indirect feedback and how they can power your website redesign. Another less obvious channel is your contact center. The indirect feedback gleaned from the contact center focused the right tools and resources on a significant website redesign issue.

Contact Center 74

Contact Center How To Feedback Consumers 74

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Published on: February 19, 2016. A full case study on Ageas Retail Intermediary’s transformation is available to download here. To find out more come along and meet Eptica at the forthcoming ICS Annual Conference.

Insurance 48

Insurance Retail Customer Service Knowledge Base 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

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Jay also hosts and produces the Social Pros podcast, which is downloaded 65,000 times monthly and was named 2015’s best marketing podcast by the Content Marketing Awards. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Comm100

JUNE 13, 2018

According to a study by Inmar , 72 percent of coupons used in 2016 affected purchasing behavior , usually by encouraging shoppers to buy a product they otherwise would not have. During the holiday season, many contact centers experience high call volumes. Free Download] Ultimate Guide to Building a Live Chat Dream Team.

Tips 130

Tips Self Service e-support Social Media 130

OpinionLab

AUGUST 29, 2017

For example, IVR and other contact center technologies, store/branch feedback and various other mechanisms help identify where your omnichannel approach is falling short. The difference between the 2015 and 2016 figures are clear. The same rule is true – to varying degrees – across industries. It’s not a pretty picture.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Jay also hosts and produces the Social Pros podcast, which is downloaded 65,000 times monthly and was named 2015’s best marketing podcast by the Content Marketing Awards. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. To find out more, download the Ageas Retail Intermediary case study here. Share this page on: Tweet.

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 48

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

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. Share this page on: Tweet.

Insurance 48

Insurance Connections Customer Service Self Service 48

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered. In a nutshell, the findings paint a picture of inconsistency.

Self Service 48

Self Service Brands Social Media Contact Center 48

Comm100

AUGUST 21, 2018

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.” Free Download] Chatbot Success: How to Save Time, Money & Effort in Customer Interactions. Download Now. One of those considerations is metrics.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100