Talkdesk

FEBRUARY 26, 2018

It’s 2018, business is happening in the cloud and your contact center needs to reflect that. To discuss some of the benefits of these cloud-based vs. on-prem contact centers, Talkdesk hosted contact center industry expert Sheila McGee-Smith for a webinar.

Call Center 40

Call Center Contact Center Technology Communication 40

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Centers incentivize employees to work over the holiday and be prepared. Having more people in the call center doesn't always mean readiness to handle holiday workloads. More Blogs Menu.

Call Center 49

Call Center Management Contact Center Customer Journeys 49

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. This was a really great conversation. Employee Experience Trickles Down to Customers.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

TechSee

APRIL 17, 2022

. “Thanks for following up, Mr. Jones; I see you submitted images of your 2018 Camry’s left bumper yesterday. ” The Modern Call Center Customer Journey. However, the concept of warm transfers has grown well beyond an agent-to-agent escalation in a call center context. . Have a great day!”

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. 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.

Contact Center 106

Contact Center Report Customer Journeys Customer Centricity 106

Comm100

FEBRUARY 13, 2018

Let’s explore the reasons why customer delight doesn’t always ensure customer loyalty, and what strategies you can use instead. And while exceptional experiences might be a fantastic marketing tool, it can be short-sighted for many businesses to focus their entire CX strategy on aiming to delight their entire customer base.

Strategy 103

Strategy Self Service Knowledge Base Call Center 103

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition. Recommended for you: Is Your Contact Center Ready for the New Year?

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. It’s safe to say that call centers don’t need to worry about productivity or retention among home-based workers.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

Talkdesk

OCTOBER 18, 2018

For the second year in a row, Talkdesk is recognized as a Visionary by Gartner in the 2018 Magic Quadrant for Contact Center as a Service, North America , and highest among Visionaries on the Ability to Execute scale. Gartner performed a rigorous evaluation of 10 call center vendors for completeness of vision and ability to execute.

Contact Center 56

Contact Center Call Center Sales Communication 56

ShepHyken

JANUARY 7, 2019

” Call center tips to ensure successful agents by Scott Sachs . SearchCRM) Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles. Here are three tips for uncovering the mission that will drive growth at your business.

Customer Service 102

Customer Service Contact Center Tips Chatbots 102

Comm100

AUGUST 1, 2018

Most companies are aware and have strategies in place to monitor the feedback loop however most of the time, the focus is on ensuring that the feedback loop is closed at the frontline. Customer service is evolving rapidly, call center agents reading from the same script are no longer the definition of good customer service.

Customer Experience 102

Customer Experience Policies Social Media Effort Score 102

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. AI technologies like Siri, Google, Alexa and Bixby are all taking shape with different customer experience strategies. New CX Predictions.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

ShepHyken

OCTOBER 8, 2018

My Comment: Jeremy Watkin is the Director of Customer Experience for a call center, so he knows a thing or two about service and experience. Let’s take a closer look at how you can achieve this with specific tactics and strategies. ” Even what happens after the sale is made. Follow on Twitter: @Hyken.

Customer Service 87

Customer Service Customer Retention Culture Tips 87

CSM Magazine

JANUARY 31, 2018

Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience. Brexit will drive consolidation. Open all hours (and all channels!).

Contact Center 60

Contact Center Trends Multi-Channel Wireless 60

Call Experts

FEBRUARY 19, 2020

Businesses that follow the latest strategies for engagement and utilize AI-powered automations ensure lifetime relationships with customers. Also, these strategies create efficiency optimization opportunities for your workforce. It is the right time to optimize your CX with proven strategies; contact our team today to learn more. .

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

Talkdesk

NOVEMBER 29, 2017

As 2017 comes to a close, call centers are busier than ever fielding calls from customers and planning for the new year. Learn how intelligent routing, Salesforce integration, call transcripts and other productivity tools help Peloton’s sales team get smarter about their selling. Rich Rines, CEO at Autoreach.

Contact Center 40

Contact Center Video Call Center Hotels 40

Call Center Pros

AUGUST 27, 2018

There is a ton of philosophies, tools and strategies that customer service professionals can use in order to gain more customers and, even more important, gain loyal customers. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken. Yes, you read well.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 In 2018, two-thirds of companies were competing solely on CX and that number is only expected to grow. Staying on top of trends means that your organization won’t fall behind. That’s because it works.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Call Experts

JANUARY 29, 2020

At Call Experts, saving you time and money is our goal. Our dashboards provide the data you need to guarantee a seamless customer service strategy. Call Center dashboard: These types of dashboards help you understand how our team is interacting with your business. Our Answering Service Handles Your Office Calls .

Customer Experience 78

Customer Experience Customer Journeys Contact Center Call Center 78

NetBase

OCTOBER 5, 2018

The 2018 Consumer Experience Analytics Report highlights the ways brands are on target – and the areas where they need to better their aim. In the mix, but less so, are call center transcripts and forums. Thus bringing all data into one place for complete customer experience analytics is the best strategy.

Omni-Channel 45

Omni-Channel Analytics Consumers Report 45

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Benefits of a Call Center: Healthcare and Medical Practice. Our Answering Service Handles Your Office Calls . 4 Strategies to Outsource Telephone Triage . Free your Phone!

Tips 81

Tips Self Service Contact Center Call Center 81

Talkdesk

FEBRUARY 6, 2018

We are excited to announce that we are accepting speaker submissions for Opentalk 2018 ! Topics will include omnichannel strategies for integrated customer experiences, AI and machine learning and emerging technologies for sales. Deadline for submissions is April 30, 2018.

Contact Center 40

Contact Center Omni-Channel ROI Sales 40

NICE inContact

JANUARY 24, 2019

This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again. You can route calls based on geography, real-time call center KPIs such as current service level, and other criteria. .

Self Service 152

Self Service Contact Center e-support Omni-Channel 152

Call Experts

JANUARY 8, 2020

Benefits of a Call Center: Healthcare and Medical Practice. Our Answering Service Handles Your Office Calls . 4 Strategies to Outsource Telephone Triage . 10 Trends That Will Disrupt Customer Service in 2018. Top Interview Questions for Call Center and Answering Service. HR CALL OUT SERVICES: How?

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Call Experts

JANUARY 15, 2020

Benefits of a Call Center: Healthcare and Medical Practice. Our Answering Service Handles Your Office Calls . 4 Strategies to Outsource Telephone Triage . 10 Trends That Will Disrupt Customer Service in 2018. Top Interview Questions for Call Center and Answering Service. HR CALL OUT SERVICES: How?

System 72

System Contact Center Call Center Customer Journeys 72

Magellan Solutions

MARCH 13, 2024

However, it’s essential to acknowledge that both strategies have challenges, including cultural differences, data security risks, communication obstacles, and quality control issues. WhatsApp’s journey exemplifies the transformative impact of offshoring into product development strategies. This article has you covered!

Tips 105

Tips Culture e-support Communication 105

Talkdesk

JANUARY 12, 2018

What new tools will your contact center features offer customers and agents in 2018? Once you’ve considered the characteristics of on-prem and cloud-based contact centers, it’s easy to see that the cloud variety offers more robust features and a more adaptable strategy for you and your team.

Contact Center 40

Contact Center Return on Investment eBook Roadmap 40

Talkdesk

JANUARY 12, 2018

What new tools will your contact center features offer customers and agents in 2018? Once you’ve considered the characteristics of on-prem and cloud-based contact centers, it’s easy to see that the cloud variety offers more robust features and a more adaptable strategy for you and your team.

Contact Center 40

Contact Center Return on Investment eBook Roadmap 40

Call Experts

MARCH 5, 2020

Benefits of a Call Center: Healthcare and Medical Practice. Our Answering Service Handles Your Office Calls . 4 Strategies to Outsource Telephone Triage . 10 Trends That Will Disrupt Customer Service in 2018. Top Interview Questions for Call Center and Answering Service. HR CALL OUT SERVICES: How?

Contact Center 80

Contact Center Call Center Customer Journeys Conference 80

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Executive Vice Chairman, Founder and Chief Strategy Officer Sid Banerjee took us through the inception of the company and how the Clarabridge product suite has evolved to help brands optimize customer data and transform experiences.

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40

Call Experts

MAY 17, 2019

Call Experts is the premier call center, answering service, and contact center in South Carolina, North Carolina, and New Jersey. Our trained experts specialize in customer service, order entry, HR call, sales, information technology, software development, and more. 4 Strategies to Outsource Telephone Triage .

Call Center 65

Call Center Contact Center Conference Healthcare 65

Call Experts

APRIL 18, 2019

Call Experts is the premier call center, answering service, and contact center in South Carolina, North Carolina, and New Jersey. Our trained experts specialize in customer service, order entry, HR call, sales, information technology, software development, and more. 4 Strategies to Outsource Telephone Triage .

Call Center 66

Call Center Conference Contact Center Healthcare 66

Call Experts

FEBRUARY 12, 2020

Benefits of a Call Center: Healthcare and Medical Practice. Our Answering Service Handles Your Office Calls . 4 Strategies to Outsource Telephone Triage . 10 Trends That Will Disrupt Customer Service in 2018. Top Interview Questions for Call Center and Answering Service. HR CALL OUT SERVICES: How?

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

Call Experts

JULY 17, 2019

Customer churn and retention are two of the most important considerations for your customer experience strategy. Complete contact centers work to ensure that your business retains clients and provides a balanced, focused journey. . Benefits of a Call Center: Healthcare and Medical Practice. HR CALL OUT SERVICES: How?

Customer Experience 66

Customer Experience Call Center Contact Center Conference 66

John Paul

JULY 26, 2018

To stay relevant, concierge and customer loyalty companies must speed up the pace of innovation and adopt new strategies, while also striking the right balance between dedicated human interaction and digital automation.

Technology 45

Technology Hospitality Hotels Loyalty 45

Call Experts

MARCH 18, 2020

Benefits of a Call Center: Healthcare and Medical Practice. Our Answering Service Handles Your Office Calls . 4 Strategies to Outsource Telephone Triage . 10 Trends That Will Disrupt Customer Service in 2018. Top Interview Questions for Call Center and Answering Service. HR CALL OUT SERVICES: How?

Contact Center 75

Contact Center Call Center Customer Journeys Conference 75