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. Here are three key trends to watch: 1. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

BlueOcean

FEBRUARY 14, 2018

We’ve come a long way since then with social having earned its rightful place in the channel choice of both customers and contact center service providers. In fact, Deloitte predicts that omni-channel customer interactions are going to increase in complexity this year. How will AI translate into the social channel?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 48

Kayako

JANUARY 5, 2017

Recent trends in customer service show that companies can delight their customers while generating revenues. In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Here are seven support centers that we love.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

NICE inContact

AUGUST 16, 2016

In truth, the typical Gen-Xer preference and expectation for an omni-channel experience may be catching up with Millennials. So whether you’re a Boomer, Gen-Xer or Millennial, stop by Verizon’s booth at the 2016 inContact User Conference on October 11-13 in Orlando, Florida.

Omni-Channel 121

Omni-Channel Customer Experience Conference Retail 121

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. Here are three key trends to watch: 1. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

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. Here are three key trends to watch: 1. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

ShepHyken

NOVEMBER 14, 2016

Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Sharpen) Customer service research: people are less patient; need their omni channel inquiries solved quickly. 8 Realistic Customer Service Trends for 2017 by Sven Ri. Customers don’t want channel choice.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

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. . .

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

NICE inContact

FEBRUARY 29, 2016

As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals. The contact center is truly the front line in this battle. Want to learn more about how you can achieve your business goals with the cloud?

Contact Center 120

Contact Center Omni-Channel e-support Social Media 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.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. For contact center leaders, however, this vision of the future might seem daunting.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

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

Talkdesk

JANUARY 19, 2017

At the end of the day, contact center jobs are about communicating in the manner that solves a customer’s problems best and new contact center technology has to take that into account. Here are a few predictions about what contact centers (and contact center jobs) will look (and sound) like a year from now.

Contact Center 40

Contact Center Omni-Channel Chatbots Video 40

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? How will emerging and growing trends change the customer service equation? One strike and you’re out.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Kustomer

OCTOBER 28, 2022

According to a 2016 study by Forrester, superior modern customer service drives superior revenue growth in industries where customers can easily switch to competitors that deliver a differentiated customer experience. 1) Take a True Omnichannel Approach to Modernize Customer Service. for weak omnichannel companies.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

NobelBiz

JUNE 29, 2021

In our article, we will explore the inner working of the customer journey, the mapping aspect of it, and also how it works in the omnichannel environment. Today, however, there are a plethora of alternative actions and channels. The contact center is an important part of the client journey because of this.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

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

LiveChat

OCTOBER 31, 2019

Call center automation. Call centers are an important customer touch point. A streamlined contact center experience is critical to improving customer satisfaction scores. What was remarkable in 2016 is now only average. Automation can be used to add more personalization to the experience and reduce call-wait times.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

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

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

GlowTouch

MAY 24, 2021

According to research by Deloitte’s 2016 survey, only 23 percent of the respondents confessed that their concern for the company’s privacy and security risks affects their outsourcing decisions. GlowTouch provides outstanding contact center and technology outsourcing solutions to clients around the world.

Healthcare 52

Healthcare Call Center Return on Investment Trends 52

Kustomer

JUNE 27, 2022

Current Trends for Customer Service Platforms. Here are CX trends to stay on top of: Personalization Efficiency Self-service Human empathy. Ensuring these attributes are integrated and delivered across all company channels will aid not only in meeting but also in surpassing customer expectations.

Software 98

Software Tools Customer Service Self Service 98

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. We believe the most successful VoC programs leverage data from a variety of channels to enable decision makers to analyze feedback and track trends on a variety of devices.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Talkdesk

JUNE 14, 2016

Self-service has become an important trend in the world of customer experience , as many companies begin to adopt policies and procedures designed to empower customers to help themselves. — Marketing Trends (@MarketingTrend4) May 29, 2016. Man Versus Machine – The Self-Service Customer Service Revolution https://t.co/F0jZUJ9Ugp

Self Service 40

Self Service Customer Experience Knowledge Base Contact Center 40

SurveySensum

JULY 14, 2020

Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. She was named one of the 2018 ‘7 Influential Women in Customer Success’ by Gainsight, one of the top 2018, 2017, and 2016 CS influencers & strategists by Mindtouch and received a Stevies Award for Customer Service in 2016.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Tricia Morris

AUGUST 21, 2015

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. 3) Interview candidates in the same channel that they will interact with your customers.

CRM 40

CRM Customer Focused Self Service Conference 40