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. Share this page on: Tweet.

Customer Service 48

Customer Service Contact Center Knowledge Base Social Media 48

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.

Sales 48

Sales e-support Contact Center Abandon Rate 48

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Tweet Why is this announcement so important? Verint ® Systems Inc.

Innovation 40

Innovation Gamification Management Comparison 40

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. And make sure you have data to show your results!

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. ROI is simple $’s and cents. CMO at DigiMark Partners , author of 8 Mandates for Social Media Marketing Success. Investing in customer experience drives revenue growth and increases customer loyalty. Kent Huffman.

Industry 140

Industry Customer Experience Interaction Customers 140

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

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. Why Chatbots?

Chatbots 125

Chatbots Self Service ROI Contact Center 125

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Adam Toporek. Aimee Lucas. Show podcast and a regular contributor to Forbes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Adam Toporek. Aimee Lucas. Show podcast and a regular contributor to Forbes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

He has been featured in The Economist, Social Media Today, Computerworld, BizTech Magazine, and many others and has contributed to books on Customer Service, Social Media, and IT Change 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

Comm100

JUNE 13, 2018

According to a study by Inmar , 72 percent of coupons used in 2016 affected purchasing behavior , usually by encouraging shoppers to buy a product they otherwise would not have. During the holiday season, many contact centers experience high call volumes. Manage Your Social Media. Put on Your Best Holiday Deals.

Tips 130

Tips Self Service e-support Social Media 130

Natalie Petouhof

MAY 9, 2016

Often times companies don’t realize they are taking themselves out of the running when a customer sees (in forums, ratings, review sites, social media…) that the company is not responding, doesn’t show it cares and isn’t there to work with the customer to make things right.

Conference 40

Conference Report Social Media Case Study 40

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. Since the Integrasco acquisition, we have launched Confirmit Genius™, a text and social analytics solution that provides categorization and sentiment analysis for free-form text. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120