Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. The lineup of presenters, the industry topics, the onsite learning opportunities—all are first class. But we do have our picks of must-see presentations. Keynote Presentations. Wednesday May 23, 8.15-10am.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

COPC

AUGUST 4, 2016

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center Average Handle Time CRM Call Center 40

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

Calabrio

JANUARY 12, 2020

Jenny also lent her pragmatic viewpoint to Calabrio’s platform integration and buy-versus-build M&A strategies, which helped us more than double our recurring revenue from 2016 to 2019. Which leads me to my next point…. Jenny helped Calabrio grow strategically through acquisition, and think and behave more globally. Thomas; and.

Financial 130

Financial Exercises Software Contact Center 130

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

TechSee

APRIL 10, 2018

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants. Capturing the opportunity.

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

Calabrio

NOVEMBER 8, 2019

Jenny also lent her pragmatic viewpoint to Calabrio’s platform integration and buy-versus-build M&A strategies, which helped us more than double our recurring revenue from 2016 to 2019. Which leads me to my next point…. Jenny helped Calabrio grow strategically through acquisition, and think and behave more globally. Thomas; and.

Financial 100

Financial Exercises Software Contact Center 100

Calabrio

NOVEMBER 7, 2019

Jenny also lent her pragmatic viewpoint to Calabrio’s platform integration and buy-versus-build M&A strategies, which helped us more than double our recurring revenue from 2016 to 2019. Which leads me to my next point…. Jenny helped Calabrio grow strategically through acquisition, and think and behave more globally. Thomas; and.

Financial 100

Financial Exercises Software Contact Center 100

ijgolding

JULY 3, 2017

When a customer asks a question, sales associates are presented with an opportunity to build a relationship with someone who is fully engaged in the purchasing process. In a contact center, you can train your agents to anticipate the needs of customers and provide that additional useful information.

Contact Center 140

Contact Center Loyalty Call Center Customer Satisfaction 140

COPC

APRIL 14, 2016

The calendar will be regularly updated with new events and content and presentations from previous events. Featured Event: April 26, 2016, Phoenix, AZ. IARE 2016 SYMPOSIUM at Hyatt Place Phoenix . is presenting at the IARE Symposium in Phoenix, on Tuesday, April 26. and Execs In The Know present the CXMB Workshop.

Customer Journeys 40

Customer Journeys Contact Center Conference Call Center 40

Avaya

APRIL 3, 2017

He extends his vision that messaging is at the center of the digital transformation era. I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques.

Customer Journeys 58

Customer Journeys Contact Center Conference Chatbots 58

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.

Customer Service 48

Customer Service Contact Center Knowledge Base Social Media 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

Talkdesk

MAY 5, 2017

We were excited to present to the 1,000+ customer heroes who attended Opentalk, but we also want to share our message with a bigger audience, so we recorded the session. Watch the entire product keynote session below to learn more about: Talkdesk’s growth from Opentalk 2016, including our 100,000,000th call milestone.

Contact Center 43

Contact Center Call Center Software Resources 43

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 the report, the research firm presents an assessment based on quantitative and qualitative characteristics that explain success in the market.

Contact Center 120

Contact Center Trends Analysis Measurement 120

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

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. Indeed, 21% of Americans said they’d not done any of their present buying by the end of November. With over $4.45 billion , according to Adobe. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

FEBRUARY 17, 2016

Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. This can be relatively easy on the telephone where factors such as tone and language are obvious, but more difficult on digital channels such as email where vocal clues are not present. Share this page on: Tweet.

Contact Center 48

Contact Center Knowledge Base Customers Consumers 48

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. To assist with this Gartner’s Ed Thompson set out the five steps that brands need to take to transform customer experience in one of his presentations. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Magellan Solutions

DECEMBER 5, 2019

In most cases, they outsource contact center services , software development , and other back office tasks. Filipinos are known for their neutral accent and high familiarity with American culture due to its close ties both in the past and the present. Because of its success, they even opened their own captive center.

Company 59

Company Call Center Insurance Telecommunications 59

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. For example, they can do this through self-service systems that understand and answer their queries online without needing to make direct contact with the contact center.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Avaya

JUNE 14, 2016

In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. This is why I think eGain Corporation , one of our 2016 DevConnect Innovation Award winners , is onto something really big. That’s a lot of wasted time. So what do I end up doing?

Innovation 40

Innovation Self Service Knowledge Base Contact Center 40

Tricia Morris

MAY 31, 2016

Notes Dennis Snow, a 20-year Disney veteran and author of Lessons from the Mouse , “If you operate a contact center, the technology has to be great, but it still is about the experience. Denis Pombriant of Beagle Research presented this eye-opening statistic in his session on the new drivers of customer loyalty.

CRM 40

CRM Customer Experience Self Service Conference 40

ClearAction

NOVEMBER 14, 2017

As is frequently the case with contact centers, customers typically share a LOT of extremely high-value anecdotal information that seldom gets captured in these informal interactions, and even more rarely is acted upon by the group that could prevent recurrence of an issue or be proactive with customers’ creative ideas.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

Avaya

MAY 26, 2016

This year presents a particularly challenging environment with tighter budgets, limited resources, and a Presidential Election. It features leading technology, from Network Skills Based Routing to Dynamic Virtual Forward, and gives the agency redundancies that help it support contact centers in four regions of the United States seamlessly.

Government 40

Government Telecommunications Contact Center Innovation 40

Magellan Solutions

APRIL 24, 2021

Businesses are not hiring contact centers to become band-aid solutions. Determining the dangers and threats in the business structure of your Healthcare Contact Center partner is not enough. The European Parliament adopted the GDPR in April 2016, replacing an outdated data protection directive from 1995.

Healthcare 52

Healthcare Call Center Insurance Banking 52

Stella Connect

JANUARY 30, 2017

Last month, at the National Retail Federation’s Big Show 2017 , we partnered with lululemon’s Guest Education Centre director Dave Pitsch to present “Lessons Learned from 2016 Holiday Shopping.”. Day after day, your store ops and contact center teams are emotionally connecting with your customers.

Data 40

Data Retail Culture Contact Center 40

LiveChat

OCTOBER 31, 2019

Combine LiveChat with Chatbot to help free up human agents to tackle more complex customer service issues and develop meaningful customer relationships including: Streamlining lead generation by presenting the most relevant lead magnet (e.g., Call center automation. Call centers are an important customer touch point.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

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

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

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

Uniphore

JANUARY 4, 2022

Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. Gain premier access to our execs as they present the latest product innovations transforming industry leaders across the world. CX and Contact Center Leaders. Learn from Industry Experts.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A Aimee Lucas. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Talkdesk

JUNE 24, 2016

Our founders entered the contest from their home country of Portugal and subsequently found themselves on a plane to the United States, winning a MacBook Air and embarking on the journey to becoming the leading cloud-based contact center software in the world. The presentation contained a whopping 132 slides of creative goodness.

Company 51

Company Contact Center Software Call Flow Guidelines 51

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A Aimee Lucas. Bill has over thirty years of luxury resort/club management experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

FEBRUARY 20, 2018

As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. Happier agents are also more productive, which means that they can better achieve contact center metrics. Chatbots are like evolved self-service portals or advanced knowledge bases.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

NICE inContact

AUGUST 9, 2017

To manage this type of communication in a customer service environment the ideal solution would present the messages to customer service agents in the same manner as a chat session, and ideally through the same interface. Check out my previous post related to addressing millennial needs in the contact center.

Customer Service 146

Customer Service Social Media Contact Center Study 146