NICE inContact

AUGUST 23, 2016

While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures. Most contact centers fall somewhere in the middle ground. As a contact center leader, where do you start that process? Till Your Land. Let the Sun Shine.

Contact Center 108

Contact Center Culture Poor Customer Service Tips 108

Comm100

JANUARY 14, 2016

In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. The use of mobile devices has been growing rapidly for several years now.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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. Call centers provide poor customer service.

Call Center 97

Call Center Contact Center Poor Customer Service Wait Times 97

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. Making conversations count Despite what many consumers may believe, poor service is not normally deliberate. Share this page on: Tweet.

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 48

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 60% of consumers have higher expectations for customer service now than they did just one year ago.

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Average performance becomes the norm? Share this page on: Tweet.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. On the other hand, satisfying customer service has scary-good results, increasing customer acquisition, retention, brand loyalty and advocacy.

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40