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

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. With just five minutes of prep, we can put your corporate website into our Avaya Oceana contact center transformation demo.

Contact Center 54

Contact Center Omni-Channel Customer Journeys Multi-Channel 54

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Calabrio

JUNE 9, 2016

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. Digital channels now account for 42% of all contact center interactions. are on track to overtake phone interactions by the start of 2017.

Contact Center 100

Contact Center Report Banking eBook 100

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

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. 5 Tips to Reduce Your Cost per Contact. Happy reading!

Report 121

Report Contact Center Omni-Channel Call Center 121

NICE inContact

OCTOBER 21, 2019

The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point.

Abandon Rate 120

Abandon Rate Contact Center Omni-Channel Trends 120

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. Omnichannel. From a high level, this is a goal we’ve always tried to achieve.

Contact Center 56

Contact Center Customer Experience Omni-Channel Call Recording 56

NICE inContact

SEPTEMBER 13, 2017

hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017. During this “low season,” many hospitality contact centers evaluate previous high season performance and customer satisfaction levels in order to address and improve key performance indicators (KPIs) like call abandonment.

Customer Experience 122

Customer Experience Contact Center Hospitality Hotels 122

NICE inContact

SEPTEMBER 13, 2017

hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017. During this “low season,” many hospitality contact centers evaluate previous high season performance and customer satisfaction levels in order to address and improve key performance indicators (KPIs) like call abandonment.

Customer Experience 120

Customer Experience Contact Center Hospitality Hotels 120

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. So, what comes next?

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

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

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. And it only gets worse from here!

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels. And it only gets worse from here!

Analytics 136

Analytics Customer Experience Management Contact Center 136

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. Earlier, businesses used to see contact centers as cost centers.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Avaya

MARCH 28, 2017

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. There is no shortage of software and services companies, including Avaya, that are investing significantly in the field of chatbot technology for contact centers applications.

Contact Center 40

Contact Center Chatbots Self Service Conference 40

Avaya

MAY 31, 2017

Consider the customer engagement or contact center industry as it’s commonly known. For the contact center industry, it’s doubly impactful because not only do contact center companies need to transform themselves, they need to be innovating to enable all their customers and partners to transform as well.

Contact Center 81

Contact Center Omni-Channel Communication Innovation 81

Grupo Noa

DECEMBER 15, 2020

Multitasking Abilities: Unlike other big customer care firms, shared contact center does likely to have multi-talented staffs who are always ready to serve customers in multifarious ways round the clock. Shared call center exactly offers such support and treats each consumer with a sense of pride and urgency.

Call Center Solutions 52

Call Center Solutions Call Center Contact Center Omni-Channel 52

NobelBiz

FEBRUARY 23, 2023

Small and medium-sized contact centers, in particular, may find this burdensome. CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Businesses and contact centers of all sizes may benefit from the power of cloud communication at a low cost this way.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

FEBRUARY 23, 2023

Small and medium-sized contact centers, in particular, may find this burdensome. CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Businesses and contact centers of all sizes may benefit from the power of cloud communication at a low cost this way.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

ShepHyken

JANUARY 8, 2018

Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. iQmetrix) A seamless omnichannel experience means that whether online or offline, your customer sees the same branding, structure, values, and tone. My Comment: The future is here!

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

eGain Blogs

JANUARY 4, 2018

This is an extract from an interview* that eGain’s SVP of Marketing, Anand Subramaniam, gave to Contact Center Pipeline for their feature article, Blending AI With Support. What can contact centers do to address content-related consumer and agent pain points? It has been restructured for this blog.

Self Service 53

Self Service Contact Center Touchpoint Omni-Channel 53

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. A year ago, 2017 was designated as the “ year of the chatbot ” but at the time of the survey, only accounted for 6% of customer contact.

Contact Center 46

Contact Center Self Service Social Media Chatbots 46

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. A year ago, 2017 was designated as the “ year of the chatbot ” but at the time of the survey, only accounted for 6% of customer contact.

Contact Center 46

Contact Center Self Service Social Media Chatbots 46

Grupo Noa

JUNE 1, 2018

Multitasking Abilities: Unlike other big customer care firms, shared contact center does likely to have multi-talented staffs who are always ready to serve customers in multifarious ways round the clock. Shared call center exactly offers such support and treats each consumer with a sense of pride and urgency.

Call Center Solutions 40

Call Center Solutions Call Center Contact Center Omni-Channel 40

COPC

MAY 11, 2017

Featured Event: May 22-25, 2017. Other Events: May 25, 2017. National Contact Centre Conference, Kuala Lumpur. will be discussing operations best practices at the NCCC, a one-day contact centre forum in Malaysia, sponsored by the Contact Centre Association of Malaysia (CCAM). June 7-9, 2017. Learn More.

Contact Center 40

Contact Center Call Center Omni-Channel Analytics 40

ShepHyken

NOVEMBER 4, 2022

From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. . In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Omnichannel Customer Support Options .

Self Service 64

Self Service Customer Experience Multi-Channel Call Center 64

Verint

OCTOBER 2, 2017

Sitecore Symposium 2017. Consero Contact Center Forum. Verint’s Jenni Palocsik, senior director, solutions marketing, will present “The Evolution of Contact Centers to Customer Engagement Centers” at 2 p.m. October 16-19; Las Vegas, Nevada. October 22–24; Coral Gables, Florida. destination CRM.com Webinar.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

Team HGS

FEBRUARY 6, 2018

This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017.

Retail 73

Retail Customer Experience Self Service Ecommerce 73

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Omnichannel- I think that 2018 will be the year that Omnichannel becomes a reality for many customer support centers. Take a look. . Mike Wittenstein. Faster Responses. Colin Taylor. Ian Golding.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Call Experts

FEBRUARY 13, 2019

Call Experts is the premier call center, answering service, and contact center in South Carolina, North Carolina, and New Jersey. A: I have been employed with Call Experts since September 5, 2017. Omnichannel management creates opportunity. Upgrade your property management services with a contact center.

Call Center 40

Call Center Conference Contact Center Healthcare 40

NICE inContact

JANUARY 10, 2018

Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world. in the technology capabilities category – compared to other cloud contact center solutions.

Contact Center 120

Contact Center Omni-Channel Analytics Innovation 120

NICE inContact

NOVEMBER 12, 2019

Today’s customers expect omnichannel. How is omnichannel customer service different from (or: better than?) Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. customer service.

Omni-Channel 136

Omni-Channel Multi-Channel Self Service Contact Center 136

Avaya

APRIL 3, 2017

I recently attended the 2017 MoNage conference, which focused on the Age of Messaging over the Net—a phrase coined by the founder Jeff Pulver. He extends his vision that messaging is at the center of the digital transformation era. Digital transformation has made the mobile device the preferred method for contacting businesses.

Customer Journeys 58

Customer Journeys Contact Center Conference Chatbots 58

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Omnichannel Service: How do YOU Rate? Artificial Intelligence Conference.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22