Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. They consult online resources, form online communities, and look to endorsements from total strangers to form opinions on products and services. In short, the contact center of today must be demand based and software driven.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. billion PC users.) What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

ShepHyken

JULY 19, 2022

Top Takeaways: Customers who love using your products can be great resources to answer questions, resolve issues, and share experiences. Utilizing customers to help other customers does not displace traditional contact center workers. Some customers answer questions on forums for free just because they enjoy doing it.

Contact Center 125

Contact Center Brands Customer Service Innovation 125

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

JULY 25, 2019

According to Deloitte Research (2016), employees value culture and growth almost twice as much as they value compensation and benefits. Avoiding job boredom in the contact center is crucial to keeping them around. Help them visualize a career path by providing access to career mentoring and learning resources.

Call Center 141

Call Center Gamification Contact Center Social Media 141

AWS Machine Learning

APRIL 16, 2024

Managing your Amazon Lex bots using AWS CloudFormation allows you to create templates defining the bot and all the AWS resources it depends on. AWS CloudFormation provides and configures those resources on your behalf, removing the risk of human error when deploying bots to new environments. Resources: # 1.

Management 86

Management Hotels Resources Policies 86

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. Greater complexity means allocating more agent time and resources to resolving complicated issues. And finally, you need 2020 metrics – not 2016 metrics.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

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

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Sharpen) We went one-on-one with Zappos to get a sneak peek into the contact center famous for their customer service.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service. Follow on Twitter: @Hyken .

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Stella Connect

MARCH 8, 2018

Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. Following an initial pilot, the company implemented the full rollout of Stella Connect across its contact center team. Staff attrition is a challenge facing every contact center team.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. Following an initial pilot, the company implemented the full rollout of Stella Connect across its contact center team. Staff attrition is a challenge facing every contact center team.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 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. Jenny’s become a trusted resource, both inside and outside of Calabrio. Which leads me to my next point….

Financial 130

Financial Exercises Software Contact Center 130

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

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

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. The post 5 Top Customer Service Articles For the Week of November 14, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

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. Jenny’s become a trusted resource, both inside and outside of Calabrio. Which leads me to my next point….

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. Jenny’s become a trusted resource, both inside and outside of Calabrio. Which leads me to my next point….

Financial 100

Financial Exercises Software Contact Center 100

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. Resources under pressure Chat is often the first channel to be switched off when resources are stretched.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Eptica

OCTOBER 4, 2017

Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016. Combined with the growth of AI this has led to much talk about whether we are going to see the end of the traditional contact center, with agents replaced by machines. ” or “How do I change my address?”

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. This leads to issues for companies – they only have finite resources and want to provide a good service to all consumers, across all channels, but the sheer volume of interactions can be overwhelming.

Self Service 48

Self Service Customer Service Contact Center Social Media 48

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

AWS Machine Learning

JANUARY 12, 2023

AWS and Salesforce have been in a strategic partnership since 2016, and are working together to innovate on behalf of customers. The contact center agent persona uses the Service Cloud console, and the customer persona initiates the chat session via a customer support portal enabled by Salesforce Experience Cloud. Conclusion.

Omni-Channel 80

Omni-Channel Multi-Channel Resources Policies 80

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

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. Of course, customers will still get in contact and expect a fast, consistent answer to their query. Share this page on: Tweet.

ROI 50

ROI Self Service Customer Experience Airlines 50

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

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. This means understanding how their customers want to use their mobile devices to contact them and putting in place the right, multichannel resources to support them. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Talkdesk

APRIL 8, 2019

Our executive team is comprised of a diverse group of individuals who have varied career paths and knowledge they’ve gleaned from years of experience inside and outside of the contact center industry. In January 2016, we had about 120 employees in the company globally, but didn’t have a dedicated talent or HR resource.

Contact Center 40

Contact Center Leadership Resources Groups 40

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

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Published on: August 12, 2016. Customer service is handled by 1,400 agents in three contact centers. Share this page on: Tweet.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Talkdesk

MAY 5, 2017

Watch the entire product keynote session below to learn more about: Talkdesk’s growth from Opentalk 2016, including our 100,000,000th call milestone. The recent launch of Talkdesk Academy , a free resources for agents, supervisors and admins. New integrations available for Talkdesk customers.

Contact Center 43

Contact Center Call Center Software Resources 43

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

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Therefore, you’d expect customer service to be continually improving, but the 2016 Eptica Retail Multichannel Customer Experience Study found that this isn’t the case. However, performance varied.

Retail 48

Retail Self Service Customer Service Entertainment 48

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. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live. Share this page on: Tweet.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. At the same time organizations are facing a dramatic increase in the number of customer contacts they receive, across an expanding range of channels. Self-service systems provide the answer.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. The volume of interactions is ever-increasing, across more and more channels, without a similar growth in customer service resources.

Consumers 48

Consumers Brands Social Media Contact Center 48