ShepHyken

DECEMBER 12, 2016

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. Sure, they are common sense – but, unfortunately they are not always so common.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

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

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry. Please download the full report for complete details.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. IPQC’s Executive Customer Contact Exchange. IQPC’s CX Exchange Retail.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. 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. . .

Call Center 49

Call Center Management Contact Center Customer Journeys 49

NICE inContact

AUGUST 16, 2016

In the past, I might have suffered through my favorite store’s slow app, while my Millennials would simply go to another retailer with faster, cooler capabilities. Now, I only repeat business with retailers that provide the best digital experience.

Omni-Channel 121

Omni-Channel Customer Experience Conference Retail 121

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. This shows in their performance within the Index.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). Share this page on: Tweet.

ROI 50

ROI Self Service Customer Experience Airlines 50

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016. Average performance becomes the norm?

Self Service 48

Self Service Customer Service Entertainment Fashion 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. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

DECEMBER 23, 2015

For retailers, the gap between fulfilling last minute orders and the start of the sales is now measured in hours, while consumer electronics manufacturers have to be ready to deal with any queries from customers trying to get their new gadgets up and running. Get your timings right Linked to planning, make sure you get your timings right.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 48

Eptica

JANUARY 25, 2017

compared to January 2016, marking the fourth straight improvement in results. The top sector, Non-food retail, scored 82.5 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. out of 100 (up 0.5

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. This overall downward shift is echoed by the 2015 Eptica Retail Holiday Customer Experience Study. 43% of UK retailers responded to tweeted questions , taking an average of 4 hours 5 minutes.

Customer Service 48

Customer Service Social Media Retail Contact Center 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

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

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. From publishing to retail to transportation, new entrants have shaken up mature markets, and unseated existing leaders through innovative business models. Share this page on: Tweet.

Insurance 48

Insurance Self Service Transportation Policies 48

Joe Rawlinson

JUNE 1, 2016

Using a cloud-based customer contact center can also help you deliver omni-channel support. An estimated 60 percent of retail customers say they want more personalized service, including real-time customized promotions and offers delivered to their smartphones while they’re shopping. billion in 2016.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Despite the growth of other digital channels, such as social media and chat, it continues to thrive – 69% of people still want to contact companies through email , according to Forrester.

Self Service 48

Self Service Engagement Customer Service Social Media 48

COPC

FEBRUARY 4, 2016

Key features of the COPC CX Standard, Release 6.0 , include: Expands proven contact center guidelines to address all key customer touchpoints including those delivered digitally. Offers flexibility so the Standard can be tailored to any type of customer service environment from retail to web. of the COPC® Family of Standards.

Guidelines 40

Guidelines Touchpoint Contact Center Measurement 40

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. For example, 64% of consumers want a response to their tweets within 60 minutes, yet Eptica research found that the average time to reply by leading retailers was 1 day and 7 hours. Share this page on: Tweet.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. The same principle should be applied within the contact center – break down barriers between departmental silos and focus on how you can integrate across the customer journey. Share this page on: Tweet.

Hotels 48

Hotels Customer Service Social Media Travel 48

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Customers expect the same slick and seamless service from their bank or utility as they receive from an online retailer, and have little tolerance if they don’t get it. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Talkdesk

SEPTEMBER 27, 2017

In fact, according to a study done by Accenture in 2016, 75% of consumers are more likely to buy from a retailer that recognizes them by name, recommends options based on past purchases or knows their purchase history. We do this through a number of features, including Advanced Routing, Sentiment and Mobile Context.

Call Recording 40

Call Recording Contact Center Call Center Wait Times 40

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

OCTOBER 16, 2015

The majority of brands in the study were local to France, Germany or the UK, but Amazon was the highest online-only retailer in each of the three countries. They now expect the same seamless experience from a utility or bank as from a retailer – the bar has been raised for everyone. Share this page on: Tweet.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

Natalie Petouhof

MAY 11, 2016

Tweet I’m judging the 2016 Constellation SuperNova Awards ! Nominate yourself or someone you know before August 8, 2016. To learn more, apply here: https://www.constellationr.com/events/supernova/2016. Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business.

Case Study 40

Case Study Study Innovation Leadership 40

Natalie Petouhof

FEBRUARY 21, 2016

February 8, 2016 application process begins. August 8, 2016 last day for submissions. September 7, 2016 finalists announced and invited to Connected Enterprise. September 12, 2016 voting opens to the public. September 21, 2016 polls close. examples: digital retail, supply chain, payments, omni-channel retail).

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

Eptica

NOVEMBER 27, 2015

That’s why Forrester predicts that getting it right on these ‘mobile moments’ will be critical for companies in 2016. This means that most time spent on mobile phones flows through big brands such as Amazon, Google, Apple and Facebook, with banks, retailers and travel apps only taking 10-15%.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 48

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.”. Most retailers look for people who reflect the company’s desired brand image. Hire this personality type.”. It Lowers Churn.

Data 40

Data Retail Culture Contact Center 40

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. Fewer than two-thirds of our Index retailers provide customers with transcripts of their chat sessions.

Study 40

Study Policies Ecommerce Comparison 40

Clarabridge

SEPTEMBER 21, 2017

It is still not unusual, for example, for well-known brands to engage in an all-encompassing Customer Experience program with all the bells and whistles imaginable, and yet choose to leave the contact centre out of the effort – focussing entirely on the more ‘visible’ touchpoints such as online, retail etc.

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

Win the Customer

FEBRUARY 17, 2018

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 billion in 2016 to $15.67 Here’s a look at how contact centers compare to call centers and why many companies are making the switch.

Call Center 93

Call Center Contact Center Omni-Channel Communication 93

Talkdesk

NOVEMBER 24, 2017

Black Friday is the official start to the holiday shopping season, meaning big deals and even bigger crowds for retail shoppers. The stores are certainly bustling on Black Friday, with shoppers lining up hours before some stores even open, but what about contact centers for those retailers?

Contact Center 40

Contact Center Retail Trends Consumers 40

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years.

Industry 140

Industry Customer Experience Interaction Customers 140

Eptica

SEPTEMBER 12, 2016

Date: Wednesday, September 14, 2016 Getting ready for Christmas – 5 areas for retailers to focus on. Published on: September 14, 2016. Author: Anne-Merete Jensen It may seem like a long time in the future for consumers, but as every retailer knows Christmas is coming – fast. Share this page on: Tweet.

Retail 48

Retail Self Service Knowledge Base Contact Center 48

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Published on: February 19, 2016. One such insurer is Ageas Retail Intermediary (ARI) , part of Ageas UK , a leading provider of awarding-winning insurance solutions. Share this page on: Tweet.

Insurance 48

Insurance Retail Customer Service Knowledge Base 48

SurveySensum

JULY 14, 2020

He carries broad knowledge across Customer Experience, Customer Engagement, Strategic Vendor Management, Relationship Marketing, Product Development, Risk & Partnership Management, and Online & Offline Retail Management. She is a trusted industry voice for guidance on emerging contact center channels and technologies.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132