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

NICE inContact

MARCH 23, 2016

Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs. “If

Contact Center 120

Contact Center Connections Technology Strategy 120

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

Talkdesk

OCTOBER 11, 2016

Dreamforce 2016 was a whirlwind adventure jam packed with great conversations, captivating speaking sessions and a few amazing giveaways. Contact center supervisors can also take advantage of SMS reporting in both Talkdesk Live and Salesforce historical reports/dashboards. Not using Talkdesk for Salesforce yet?

Omni-Channel 40

Omni-Channel Contact Center Software Contact Center Report 40

ShepHyken

JULY 19, 2022

Megan Neale outlines how her platform, Limitless , works with companies to use a strong community to help brands meet rising customer expectations and demands. Utilizing customers to help other customers does not displace traditional contact center workers. How does the GigCX work? New York Times ?bestselling This episode of?

Contact Center 125

Contact Center Brands Customer Service Innovation 125

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. This means that organizations need to ensure that the customer experience meets the needs and expectations of Millennials if they want to win and retain their business. Here are five areas for focus on: 1.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

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. We had a blast meeting everyone at Dreamforce and ICMI, and we hope that you enjoy all of Talkdesk for Salesforce’s new features.

Contact Center Software 40

Contact Center Software Contact Center Conference Software 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

Talkdesk

FEBRUARY 4, 2021

Meeting these expectations requires a comprehensive view of the customer and being accessible on their preferred channel at any time. Talkdesk , the cloud contact center for innovative enterprises, and Salesforce , the industry’s leading CRM system, have been partnering since 2016 to not only meet but exceed customer expectations.

Contact Center 68

Contact Center Omni-Channel Touchpoint CRM 68

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

Joe Rawlinson

JUNE 1, 2016

Using a cloud-based customer contact center can also help you deliver omni-channel support. billion in 2016. Consistent with this expectation of quick response, customers say live chat and voice support are the channels they find most satisfactory. Personalization. billion in 2015 to $27.05 By 2019, this will increase to $210.5

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

Uniphore

NOVEMBER 2, 2021

Further, the annual meeting minutes on Zoom is over 3.3 She said, “The reality is 50% of the conversations are misunderstood or meetings end with no action; and this is compounded by the fact that our teams are completely burnt out.” Check out our website , connect with me on LinkedIn , or contact us. Simon & Schuster.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

Vonage

AUGUST 30, 2016

We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details. Here are just a few ways you can connect with NewVoiceMedia at Dreamforce 2016. . And this year promises to be our biggest Dreamforce yet.

Sales 215

Sales Customer Confidence Connections Tips 215

NICE inContact

JUNE 21, 2016

A monitoring form should always reflect your goals, and should be thought of as a “work in progress” always being adapted to meet the current needs. Having the best quality monitoring technology can certainly help improve quality in your contact center. Implement the processes that have the most meaningful impact on your center.

Contact Center 125

Contact Center Trends Groups Training 125

BlueOcean

APRIL 11, 2017

With more than 25 million customers in the US, our client’s business was completely crushing it in all areas of their core competency and growing at an extraordinary pace, but managing a contact center operation (not their core competency) within their business was becoming increasingly challenging. The Problem: .

Case Study 159

Case Study Study Abandon Rate Contact Center 159

Calabrio

JUNE 23, 2016

According to Dimension Data’s 2016 Global Contact Centre Benchmarking Report , phone is rapidly declining in popularity among young customers who are trying to communicate with a business. But brands must employ a comprehensive channel strategy that meets customers where they wish to be.

Communication 100

Communication Omni-Channel Social Media Contact Center 100

Eptica

SEPTEMBER 30, 2016

Date: Friday, September 30, 2016 4 ways of raising the profile of customer service in your organization. Published on: September 30, 2016. million Americans working in contact centers and over 70% of the UK working population occupying roles that involve dealing directly with customers. Share this page on: Tweet.

Customer Service 48

Customer Service Contact Center Knowledge Base Social Media 48

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. How do they choose their priorities and ensure that they meet both customer needs and that they gain buy-in from the board? Non-Existent Currently 12% of companies have no digital plans or strategy.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

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. . .

Call Center 49

Call Center Management Contact Center Customer Journeys 49

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

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

AUGUST 5, 2016

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Consumers value its ease of use and full audit trail, while the rise of mobile makes it even faster and simpler to contact companies using email. Share this page on: Tweet.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. In the 2016 study it again grew exponentially, to 44% of brands surveyed. Out of the 44 companies that claimed to offer chat in our 2016 study, just 16 had it available when tested.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Magellan Solutions

AUGUST 1, 2022

Technological advancements may slow the growth of some low-end services, perhaps lowering the required manpower from 525,000 FTEs in 2016 to roughly 482,000 FTEs by 2022. The number of mid-skilled jobs is expected to increase from 452,000 FTEs in 2016 to 840,000 FTEs by 2022. percent from 2016 to 2022 hitting US$ 38.9

Report 40

Report Industry Government Healthcare 40

COPC

APRIL 14, 2016

Featured Event: April 26, 2016, Phoenix, AZ. IARE 2016 SYMPOSIUM at Hyatt Place Phoenix . To meet Judi at the IARE Symposium, contact her at jbrenstein@copc.com. will return to exhibit at Call Center Week. To schedule a meeting, contact Judi Brenstein at jbrenstein@copc.com. and Execs In The Know.

Customer Journeys 40

Customer Journeys Contact Center Conference Call Center 40

NICE inContact

AUGUST 16, 2016

Our newest Customer Experience (CX) solution, Visual Interactive Calling, provides a spectrum of voice and digital possibilities that meet the customer where they are and create possibilities for ever-expanding digital connections.

Omni-Channel 121

Omni-Channel Customer Experience Conference Retail 121

Tricia Morris

FEBRUARY 19, 2016

Only 10% of contact center professionals surveyed for the 2015 Call Center IQ Executive Report on the Omnichannel Contact Center identify their contact centers as omnichannel capable (compared to 68% multichannel and 22% neither) – 25% said achieving omnichannel capabilities will be a priority in 2016.

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Eptica

JANUARY 25, 2017

compared to January 2016, marking the fourth straight improvement in results. since January 2016), while at the foot of the table Telecommunications & Media rose by 1.0 compared to January 2016, marking the fourth straight improvement in results. Overall, consumer satisfaction has risen to 77.8, out of 100 (up 0.5

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

Avaya

APRIL 6, 2016

To stay ahead of the competition, we have to be vigilant about meeting or exceeding the needs of our customers. For a limited time, we are offering companies of any size the opportunity to replace and upgrade their current contact center solutions with Avaya’s leading offerings at up to 60% off standard pricing.

Self Service 40

Self Service Contact Center Omni-Channel Video 40

Eptica

NOVEMBER 22, 2017

It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. more than in 2016 – with sales increasingly concentrated through online or bigger retailers. Predictions are that Britons will spend just 1.3%

Retail 73

Retail Customer Experience Self Service Ecommerce 73

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 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. Meeting the ever-changing needs of customers requires businesses to be flexible, adaptable and open to new ideas. Knowledge sharing has to be central to company culture. Share this page on: Tweet.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

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

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.

Consumers 48

Consumers Brands Social Media Contact Center 48