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. Detail roles and responsibilities, policies, and measurements. and outline your approach to new hire training.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

BlueOcean

JULY 5, 2016

With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? Social customer care is quickly becoming a standard offering in the contact center world. The Facts About Social Customer Care. The evidence is overwhelming.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. It’s once again the time of year for me to publish my CX trends. In my post last year I named 2015 “ The Year of Employee.”

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

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

Storyminers

JANUARY 24, 2017

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017? Here’s what we learned. 2: Serve before you sell.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

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 153

Trends Customer Engagement Engagement Contact Center 153

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

Trends 48

Trends Customer Service Contact Center Analysis 48

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

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

NICE inContact

JULY 7, 2016

One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid understanding of the overall business, as well as its practices and procedures. Outline Your Needs. test/quizzes).

Training 122

Training Contact Center Measurement Survey 122

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

Calabrio

JULY 5, 2016

rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100. A major component of that is the customer service provided by contact center agents. Contact center speech analytics software can quantify speech hits and provide more visibility into how often a phrase or question is repeated.

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

NICE inContact

JUNE 21, 2016

While it may be easy to come up with a list of basic phone behaviors to apply across the board, each program and channel likely involves different customer expectations, business objectives, and measures of success. Having the best quality monitoring technology can certainly help improve quality in your contact center.

Contact Center 125

Contact Center Trends Groups Training 125

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.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

Magellan Solutions

SEPTEMBER 27, 2021

Invoca, a call intelligence service, published a research in 2016 that found that 65 percent of the 50 million calls they studied had customers preferring to contact a business rather than dealing with online web forms, web chat, and email. Customers will not be able to understand their services.

Call Center 97

Call Center Contact Center Poor Customer Service Wait Times 97

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. They focus on the rational side of our brains and measure factors such as speed of dealing with a query or accuracy of an answer. Author: Neil Cox At heart, humans are social beings.

Customer Experience 48

Customer Experience Contact Center Social Media Metrics 48

Stella Connect

JANUARY 31, 2018

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Maybe you’ve never measured it. Think of the last time you contacted a brand’s customer service department and the phone call, chat, or email exchange ended before your issue was resolved.

Metrics 40

Metrics First Call Resolution Customer Service Contact Center 40

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.

Sales 48

Sales e-support Contact Center Abandon Rate 48

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. Expand metrics to cover emotion Build on your current measurement tools and see if they can be extended to include customer emotions (as well as more conventional metrics such as speed and satisfaction).

Loyalty 48

Loyalty Insurance Effort Score Contact Center 48

Clarabridge

FEBRUARY 19, 2019

It is clear that improving your digital efficiency can be an opportunity to minimize costs for your contact center and improve the overall experience for your customers. As the old adage goes—you cannot fix what you cannot measure. Understand the full customer journey and measure the impact of channel switching.

Multi-Channel 40

Multi-Channel Customer Service Contact Center Chatbots 40

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. Decide what will be measured How are you going to demonstrate the success of the project, and unlock funding for future initiatives? Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

COPC

FEBRUARY 4, 2016

The COPC CX Standard takes the best practices found in the COPC CSP Standard and broadens them to measure and improve any touchpoint affecting the customer experience. Provides measurements and processes for managing multichannel customer experience operations. of the COPC® Family of Standards. The post COPC Inc.

Guidelines 40

Guidelines Touchpoint Contact Center Measurement 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 ). The Capabilities score measures vendor product, go-to-market and business execution in the short term. Vendor market share is represented by the size of the circles.

Contact Center 120

Contact Center Trends Analysis Measurement 120

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. For many people the whole idea of emotion is difficult to quantify or measure, so the Temkin report comes up with three questions that companies need to ask: 1. Who exactly are our customers? Share this page on: Tweet.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 48

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. CEOs need to ensure that there is a process and framework in place to measure performance and continually drive improvements across the customer journey. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Eptica

DECEMBER 23, 2015

For retailers, the gap between fulfilling last minute orders and the start of the sales is now measured in hours, while consumer electronics manufacturers have to be ready to deal with any queries from customers trying to get their new gadgets up and running. Get your timings right Linked to planning, make sure you get your timings right.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 48

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. Avaya IP Office Contact Center enables a midsize business to offer web chat, email and voice as an integrated, multichannel customer interaction strategy.

Customer Experience 40

Customer Experience Contact Center Self Service CRM 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. Knowledge management covers may areas, so it is important to focus on clear, measurable objectives and projects that benefit the business. Knowledge sharing has to be central to company culture.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Win the Customer

JUNE 23, 2016

It’s one of the most useful lab tools for measuring weight with extreme precision. A 2016 study by Accenture found that 83% of U.S. Forming teams among agents dedicated to specific promotions, or even hashtags marketing is using, allows contact centers to specialize its service in a timely, efficient way.

Connections 94

Connections Customer Service Social Media Chatbots 94

InteractionMetrics

JULY 22, 2019

For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). From what I observe, when it comes to measuring the patient experience, good survey design is rare. How to Measure the Patient Experience.

Survey 40

Survey Hospitality Healthcare Study 40

InteractionMetrics

JULY 22, 2019

For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). From what I observe, when it comes to measuring the patient experience, good survey design is rare. How to Measure the Patient Experience.

Survey 40

Survey Hospitality Healthcare Study 40

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. It requires organizational buy-in, transparency, regular measurement and a focus on business-oriented goals.

Innovation 40

Innovation Gamification Management Comparison 40

Eptica

OCTOBER 16, 2015

The study polled nearly 14,000 European consumers, asking them to measure and rank 203 brands. While organizations are accelerating their efforts, in its 2015 Customer Experience Index for Europe , the analyst found that no company in France, Germany or the UK yet delivered a superior experience. Share this page on: Tweet.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

TechSee

JUNE 5, 2018

trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. For example, a newly-hired technician is dispatched to a work site to take measurements and survey the property. And those markets are certainly growing. 5 Co-browsing between customers.

Trends 116

Trends Self Service Chatbots Technology 116