BlueOcean

JUNE 21, 2016

One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of 51 contact center RFP questions to help you ensure you’re making the most informed decision. Need some insight? Company Overview.

Contact Center 120

Contact Center First Call Resolution Training Culture 120

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Describe your employee engagement strategies and measurement processes. What results have you seen?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

BlueOcean

JULY 5, 2016

With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? Social customer care is quickly becoming a standard offering in the contact center world. The post What’s the State of Social Customer Care in 2016?

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. Peter Drucker once said, “ Culture eats strategy for lunch.” We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. Effort Metric Expanding. Metrics to Action Realigning.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Call Experts

NOVEMBER 20, 2019

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. . . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . .

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. In order to stay on top as an industry-leader, it is more important than ever that businesses recognize upcoming consumer service trends, and understand how to update their customer service strategies accordingly.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Storyminers

JANUARY 24, 2017

We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. What’s the most important thing contact center managers should prepare for in 2017? Here’s what we learned. 2: Serve before you sell.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

NICE inContact

MARCH 23, 2016

Rajeev Shrivastava, Chief Strategy Officer at inContact, recently sat down with Fr. Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. If you think about the whole contact center market, there is a big market out there for contact center seats.

Contact Center 120

Contact Center Connections Technology Strategy 120

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Contact centers see the answer in the cloud.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

CSM Magazine

SEPTEMBER 12, 2023

Zenarate leads the learning transformation to develop top-performing contact center agents. His contributions ranged from driving product market fit, persona development, and product messaging to leading a successful rebranding effort for the company in 2016.

Training 59

Training Telecommunications Marketing Contact Center 59

Think Customers

JULY 26, 2016

As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking.

Contact Center 40

Contact Center Self Service Report Customer Service 40

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Figure 1 below illustrates responses to this question.

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Kerry Bodine

JANUARY 13, 2016

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. Customer SuccessCon West 2016. January 14, 2016. March 31, 2016.

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

ShepHyken

DECEMBER 12, 2016

Is Your Digital Marketing Strategy Ready for an AI Intervention? They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? by Tara Thomas.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Talkdesk

JANUARY 19, 2017

At the end of the day, contact center jobs are about communicating in the manner that solves a customer’s problems best and new contact center technology has to take that into account. Here are a few predictions about what contact centers (and contact center jobs) will look (and sound) like a year from now.

Contact Center 40

Contact Center Omni-Channel Chatbots Video 40

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. Work at Home: Maximizing Your Returns.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

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

Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Magellan Solutions

MARCH 17, 2016

Magellan Solutions participated in FEU’s Alumni Placement Expo (APEx): Annual Job Fair 2016 on March 8, 2016 in Far Eastern University Makati. Since 2005, Magellan Solutions has been giving superior-quality contact center and other business process outsourcing (BPO) services to onshore and offshore companies.

Contact Center 40

Contact Center System Industry Strategy 40

Magellan Solutions

MARCH 7, 2016

Magellan Solutions participated in FEU’s Alumni Placement Expo (APEx): Annual Job Fair 2016 on March 8, 2016 in Far Eastern University Makati. Since 2005, Magellan Solutions has been giving superior-quality contact center and other business process outsourcing (BPO) services to onshore and offshore companies.

Contact Center 40

Contact Center System Industry Strategy 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Contact centers see the answer in the cloud.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Contact centers see the answer in the cloud.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Vonage

AUGUST 15, 2016

Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes. Modern contact centers must leverage the full spectrum of channels customers are using to connect. What do customers want? Simon Says volunteer!

Self Service 120

Self Service Contact Center Trends Connections 120

Calabrio

JUNE 30, 2016

We think about how to improve the use of data, how best to implement analytics strategies, and how to make that data work in meaningful ways for businesses like yours. In fact, analytics was voted as the top trend to change the contact center in Dimension Data’s 2016 Global Contact Centre Benchmarking Report.

Trends 100

Trends Industry Contact Center Analytics 100

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 140

Call Center Self Service Technology Competitive Advantage 140

Calabrio

MAY 25, 2016

There’s even the notion that chat bots could replace contact centers at some point down the line. While digital channels are set to overtake the phone by the end of 2016, companies must still continue to include phone capabilities in their omnichannel strategies in order to give customers what they want. In fact, 51.7%

Chatbots 124

Chatbots Omni-Channel Contact Center Conference 124

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

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.

Financial 130

Financial Exercises Software Contact Center 130

ShepHyken

NOVEMBER 14, 2016

Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Each department within an organization develops a set of customer strategies that is independent and solely based on the objectives set forth in that department. That stat probably applies to other social channels as well.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Calabrio

JUNE 23, 2016

According to Dimension Data’s 2016 Global Contact Centre Benchmarking Report , phone is rapidly declining in popularity among young customers who are trying to communicate with a business. Given the report’s findings, some great first steps include deploying a social media strategy and investigating opportunities with mobile apps.

Communication 100

Communication Omni-Channel Social Media Contact Center 100

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. Customer Experience Strategies Summit. March 6 – 8, 2016. April 25 – 26, 2017.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

Uniphore

NOVEMBER 2, 2021

B2B sales organizations need to shift their go-to-market strategies to continuous, parallel engagements where sales, marketing and customer service teams fuse together to help buyers complete critical buying tasks. Check out our website , connect with me on LinkedIn , or contact us. How do we find the true value from conversations?

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

LiveChat

OCTOBER 31, 2019

4 automation strategies to improve customer loyalty. Here are some essential automation strategies and technologies for delivering an outstanding customer experience: 1. Call center automation. Call centers are an important customer touch point. What was remarkable in 2016 is now only average. Marketing automation.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

TechSee

JANUARY 2, 2018

trillion in claims were paid by insurance companies in 2016 alone. A remote visual communication platform enables customers to transmit images and videos of their claims to contact center agents for immediate incident assessment. According to the OECD Global Insurance Statistics , more than US $2.29 IoT and Insurance.

Insurance 116

Insurance Contact Center Telecommunications Video 116

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. What makes the Omnichannel so unique?

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

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.

Financial 100

Financial Exercises Software Contact Center 100