Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Avaya

JANUARY 26, 2018

The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018. Desktop screen capture: This is an undetectable back-end process that records desktop screen activity during each customer interaction.

Financial 51

Financial Contact Center Call Recording Communication 51

Avaya

JANUARY 24, 2018

They have been working for years to create and refine practices and systems to be compliant with a European Union directive that became effective January 3, 2018: the Markets in Financial Instruments Directive II or MiFID II. An original MiFID was enacted in 2004, prior to the 2008 global financial crisis.

Financial 46

Financial Government Banking Policies 46

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. Not only that, she is the Co-Founder of Customer Success Mastermind which is a career and training developmental program that aids leaders in evolving their careers.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

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Contact Center

Esteban Kolsky

JANUARY 29, 2018

30% churn in contact centers was not unheard off, and there were a couple of companies I know that had 120-150% turnover in one year. then, and only then, can it become part of the experience the customer expects and wants from the company. Else, the company is imposing on the customer what they want them to see or do.

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107