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

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 139

Call Center Self Service Technology Competitive Advantage 139

NobelBiz

JUNE 29, 2021

The “touchpoints” with the firm or brand, which define the customer journey, determine how customers connect with a brand or company through various channels. The contact center is an important part of the client journey because of this. Companies gain from using a contact center along the client journey in three ways.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

TechSee

JANUARY 2, 2018

trillion in claims were paid by insurance companies in 2016 alone. In addition, insurance companies must find ways to generate positive customer experiences during every touchpoint with the company. Customer satisfaction and experience are important for every industry, and insurance is no exception.

Insurance 116

Insurance Telecommunications Contact Center Video 116

COPC

FEBRUARY 4, 2016

The COPC CX Standard takes the best practices found in the COPC CSP Standard and broadens them to measure and improve any touchpoint affecting the customer experience. All new certification projects starting in July 2016 will be based on the COPC CX Standard, Release 6.0. of the COPC® Family of Standards.

Guidelines 40

Guidelines Touchpoint Contact Center Measurement 40

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Move from looking at touchpoints to focusing on the journey Most businesses are organized on departmental lines, with each team working on its own part of the customer journey. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. At the same time, consumers are excited by the prospect of using these new touchpoints to communicate with companies and are therefore doubly disappointed when things don’t go smoothly. Share this page on: Tweet.

Customer Service 48

Customer Service Social Media Retail Contact Center 48

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

InteractionMetrics

JULY 22, 2019

The thing about these everything else touchpoints is that they’re not ‘surveyable’. For gauging how the contact center handles communication , statistically-valid analysis of call and email recordings is the best way to go. Journal of Patient Experience , Apr 2016. Accessed 7/15/19.

Survey 40

Survey Hospitality Healthcare Study 40

InteractionMetrics

JULY 22, 2019

The thing about these everything else touchpoints is that they’re not ‘surveyable’. For gauging how the contact center handles communication , statistically-valid analysis of call and email recordings is the best way to go. Journal of Patient Experience , Apr 2016. Accessed 7/15/19.

Survey 40

Survey Hospitality Healthcare Study 40

LiveChat

OCTOBER 31, 2019

Marketing automation technologies allow you to deliver a highly personalized experience to customers across all touchpoints affordably. Call center automation. Call centers are an important customer touch point. A streamlined contact center experience is critical to improving customer satisfaction scores.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

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

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. In other words, CX is about providing a useful, usable, and enjoyable experience to every customer, on every device, across every touchpoint—in a way that fulfills on the expectations that you set and the promises you made. Harley Manning, Forrester Analyst.

Industry 140

Industry Customer Experience Interaction Customers 140

Eptica

FEBRUARY 23, 2016

Date: Tuesday, February 23, 2016 Why it is time to focus on the customer service journey, not just the touchpoints. Published on: February 23, 2016. Author: Anne-Merete Jensen Research shows that 82% of consumers say they’ll switch to a rival if a mistake made at one of these touchpoints* is not addressed.

Touchpoint 48

Touchpoint Customer Service Social Media Contact Center 48

OpinionLab

AUGUST 29, 2017

For example, IVR and other contact center technologies, store/branch feedback and various other mechanisms help identify where your omnichannel approach is falling short. Digital touchpoints tend to be cheaper to operate. The difference between the 2015 and 2016 figures are clear. In some respects, this makes sense.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Kustomer

JUNE 27, 2022

As recently as 2016 , Forbes was reporting on the frustrating fallibility of siloed software and ineffective human support. Five9 : Provides cloud contact center software, allowing you to manage all inbound and outbound calls, facilitating the ability to create a personalized customer profile.

Software 98

Software Tools Customer Service Self Service 98

Beyond Philosophy

DECEMBER 16, 2021

Dajani ensures that Nissan provides a seamless, frictionless, enjoyable, and memorable experience at every touchpoint, from the website to the app to the service centers and showrooms. I didn’t because he didn’t deserve a nine, and he contacted me to scold me about not following directions.

ROI 78

ROI How To Sales Leadership 78

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. What will brands’ biggest concerns be in 2018?

Self Service 40

Self Service Trends Customer Service Contact Center 40

Natalie Petouhof

APRIL 8, 2016

NICE won three Silver Stevie ® Awards in the Contact Center Solution New Version category for the following: NICE Engage Platform – The NICE Engage Platform provides comprehensive omni–channel interaction recording. Designed for flexibility, it easily adapts to the unique operational requirements of any call center.

Omni-Channel 40

Omni-Channel Sales Customer Service Return on Investment 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. Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint. Temkin Group is not responsible for the accuracy of this content.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. Brands must create a holistic view of the customers as they move through different customer touchpoints and train agents to work across channels where necessary. Share this page on: Tweet.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50