Comm100

JANUARY 14, 2016

As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

NICE inContact

FEBRUARY 29, 2016

Customer experience is rapidly evolving for organizations of any size, a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and to increase loyalty of consumers. The contact center is truly the front line in this battle.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

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. Social media ROI, loyalty and the customer experience by Chris Teso.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. Author: Robin Tandon Technology has the power to transform how we communicate with each other, and has made huge advances over the last twenty years. Technology can help.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

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

Win the Customer

JUNE 23, 2016

One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. A 2016 study by Accenture found that 83% of U.S.

Connections 94

Connections Customer Service Social Media Chatbots 94

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

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. Take communications in business.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

ShepHyken

NOVEMBER 14, 2016

That stat probably applies to other social channels as well. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting?

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. While they are at home online and on social media, they pick the channel that best meets their current needs. So they may call, email , start a chat or contact you through social media.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt. over the course of the year.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

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

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. And, of course, the opportunity for guests to share their experiences more widely through social media and review sites has skyrocketed. Share this page on: Tweet.

Hotels 48

Hotels Customer Service Social Media Travel 48

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

AUGUST 5, 2016

Date: Wednesday, August 10, 2016 Bringing light to digital customer service. Published on: August 10, 2016. Whether interacting on email, social media or chat your agents have none of the physical clues that face to face or telephone conversations provide. Linguistics-based technology benefits brands in three key ways: 1.

Customer Service 48

Customer Service Social Media Knowledge Base Contact Center 48

Avaya

MAY 18, 2016

2016 is shaping up to be the year of the Chatbot. Pretty much any organization today has some sort of customer experience process in place, and that process has evolved along with technology. This first-touch resolution wasn’t possible before and vendors continue to bring new tools and technologies to achieve that.

Chatbots 48

Chatbots Contact Center Omni-Channel Social Media 48

ReviewTrackers

AUGUST 2, 2017

TD Bank found that out with the help of customer feedback through social media and other channels. Contact Centers for TD Bank. The bank has a dedicated Voice of the Customer – Digital Experience team that is constantly managing, monitoring, and analyzing all social media posts and comments.

Banking 50

Banking Feedback Social Media Financial 50

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

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. This is particularly impressive bearing in mind that in 2012 Facebook was at the bottom of the ACSI’s social media category and near the bottom of the overall ranking.

Customer Service 48

Customer Service Social Media Retail Customer Satisfaction 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. Author: Chris Eideh Over the past few years we’ve seen whole industries transformed thanks to digital technology. Insurance, Mobile, Multichannel Customer Service, Self-service.

Insurance 48

Insurance Self Service Transportation Policies 48

Joe Rawlinson

JUNE 1, 2016

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. Texting and social media have conditioned customers to expect instant communication. Using a cloud-based customer contact center can also help you deliver omni-channel support.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. Audit CX projects and technologies Once you have decided on the need within your organization and built a business case you need to see what is already in place. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Eptica

APRIL 13, 2016

Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. On the flipside, a poor conversation with a company can ruin the customer’s day and cause them to switch to an alternative supplier , while sharing their bad experience on social media.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 48

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. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation.

ROI 50

ROI Self Service Customer Experience Airlines 50

Clarabridge

FEBRUARY 19, 2019

It is clear that improving your digital efficiency can be an opportunity to minimize costs for your contact center and improve the overall experience for your customers. Look at emails, social media posts, review sites, surveys, and chats and integrate those sources with CRM data to reveal the full picture.

Multi-Channel 40

Multi-Channel Customer Service Contact Center Chatbots 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. Mobile automation will drive technology investment Smartphones provide a huge amount of data to brands, particularly around location. At the same time consumers want a personalized service.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 48

Avaya

JULY 14, 2016

2016 is shaping up to be the year of the Chatbot. While there has been a lot of speculation about how chatbots are going to replace human agents in contact centers, we are still a long way from that scenario. Today, a contact center’s costs are predominantly for agents and real estate.

Chatbots 40

Chatbots Customer Experience Contact Center How To 40

Joe Rawlinson

JANUARY 27, 2016

But these four emotions and strategies are key ways to engage new customers in 2016. CEOs and business owners are finally trying to rectify the situation by re-investing in customer service, but still taking advantage of the cost savings associated with 21st century technology. Sentimental Marketing.

Consumers 60

Consumers Marketing Advertising Social Media 60

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. And it is often difficult to ascertain emotion based on email, social media or chat sessions. Linguistic technology provides companies with the key to increase their understanding. Share this page on: Tweet.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 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 efficiency is improved as customers that find answers online don’t need to call or email the contact center , reducing workloads and ensuring that response times are shorter.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Eptica

OCTOBER 16, 2015

Yet many companies, on both sides of the Atlantic, struggle to understand what their customers are saying to them through digital channels such as email and social media. This inability to pick up on emotions such as anger, annoyance or happiness frustrates customers and makes them more likely to move to rivals.

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

Tweet The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. Using the Sales Cloud to Grow Win Ratios… We will be recognizing nine individuals who demonstrate true leadership in digital business through their application of new and emerging technologies.

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

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

ijgolding

MARCH 22, 2017

These kind of interactions and post-purchase reviews across social media can go viral and put a dent on the company’s reputation and revenue in detrimental ways. Many of them have outsourced contact center operations and some have maintained in-house customer support. It’s not all doom and gloom, however.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

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

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. Barry Dalton. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147