NICE inContact

DECEMBER 3, 2018

Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both. Omnichannel Service and Satisfaction.

Self Service 121

Self Service Contact Center Software Contact Center Software 121

NICE inContact

OCTOBER 28, 2016

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. amassed a large installed base of both large and small customers. amassed a large installed base of both large and small customers. Voice is Still Critical to Customer Service.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairly straight forward, as they use SMS / text on a daily basis. A true case of 1+1=3.

Contact Center 120

Contact Center Omni-Channel Interaction Customer Expectations 120

NICE inContact

OCTOBER 15, 2018

Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. voice or chat). voice or chat).

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Half of consumers move on after poor customer service.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. Overall, it’s really just about providing a quality customer experience. How do you expect customer expectations to change in 2017?

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

BlueOcean

MARCH 20, 2017

They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. Managing Work-at-Home Call Center Agents. After all, you’re already trusting your entire brand to an outsourced call center partner.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Contact Center Gamification 122

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. We’ve long heard the adage “happy agents make for happy customers” and I agree completely. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 121

Contact Center Technology Roadmap Chatbots 121

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. We’ve long heard the adage “happy agents make for happy customers” and I agree completely. Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 120

Contact Center Technology Roadmap Chatbots 120

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 110

Contact Center Self Service Banking Airlines 110

ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. My Comment: Don’t skip this article if you’re not in the contact center world.

Customer Service 79

Customer Service Contact Center Ecommerce Loyalty Programs 79

Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees. 2017 is all about #customersatisfaction.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

ShepHyken

FEBRUARY 20, 2017

Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. Here are my top five picks from last week.

Customer Service 84

Customer Service Contact Center Loyalty Customer Success 84

BlueOcean

JANUARY 9, 2018

Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. Forget AI being the future of the contact center.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

BlueOcean

FEBRUARY 25, 2019

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. The company won a Bronze Stevie in the same category in 2017. About Blue Ocean.

Customer Service 136

Customer Service Effort Score Contact Center Insurance 136

Calabrio

JUNE 9, 2016

At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry.

Contact Center 100

Contact Center Report Banking eBook 100

Talkdesk

OCTOBER 3, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Five Trends That Will Make You Rethink the Contact Center Experience.

Contact Center 40

Contact Center Trends Video Advertising 40

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Bringing Call Centers Into the Modern Age. For inbound, analytics is key.

Contact Center 40

Contact Center Self Service Call Center Video 40

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. 10 Content Marketing and Customer Experience All-Stars by James A. FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers).

Customer Service 81

Customer Service Airlines Contact Center Conference 81

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Our solutions, and our teams, are founded on the relentless pursuit of customer satisfaction.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

CSM Magazine

APRIL 9, 2018

Jackson National Life Insurance Company has earned four awards from the Service Quality Measurement Group, Inc. for excellence in contact center service in 2017. Regardless of the inquiry, our service team works tirelessly to help our distribution partners find the answers they need.” 1, 2017 to Dec.

Contact Center 40

Contact Center First Call Resolution Customer Service Representative Insurance 40

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break. (IBM)

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. as well as a PR blitz by some of the leading technology enterprises.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

TechSee

FEBRUARY 27, 2018

The on-demand economy is defined as economic activity created to meet a consumer demand via the real-time delivery of goods and services. Growing trend of customer service on demand. Today’s consumers also have high expectations for customer service. As of 2017, roughly 3.7 million employees—2.8%

Customer Service 116

Customer Service Call Center e-support Contact Center 116

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

MiaRec

APRIL 26, 2022

In the past, very few customer service professionals (5% in 2017) were working from home due to concerns about how it would negatively impact the company culture, collaboration, and work performance, as well as career prospects of the remote agents.

Contact Center 52

Contact Center Culture Customer Service Call Recording 52

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Bringing Call Centers Into the Modern Age. For inbound, analytics is key.

Self Service 40

Self Service Contact Center Call Center Video 40

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. Customer satisfaction has been in a freefall for four years running.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” Improve CSAT, NPS, customer lifetime value (CLV)…. So, consider where the data in customer service resides.

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Think Customers

MAY 10, 2021

There’s no overstating the importance of having high-quality contact centers. These centers are often where customers interact with a brand more directly, and their experiences can bring swift consequences: positive experiences can lead to sales and repeat business, while negative ones can turn customers off a brand for good.

Contact Center 52

Contact Center Customer Service How To Sales 52

Eptica

OCTOBER 4, 2017

Date: Wednesday, October 4, 2017 National Customer Service Week: The opportunity of Artificial Intelligence. Published on: October 04, 2017. It is a great opportunity to demonstrate how customer service, and customer experience, has grown to become business-critical for organisations, whatever industry sector they are in.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. About Blue Ocean.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

Customer Service 74

Customer Service Culture Poor Customer Service Contact Center 74

VDS

SEPTEMBER 17, 2020

As companies scrambled to drive efficiencies and cut costs, they adopted new ways to improve the experience for both the employee and the customer. There are many innovative ways to improve the experience for both your employees and customers. More, customers want seamless, effortless experiences.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52