Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Customer behaviors changed in 2020, too.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Call Experts

JANUARY 28, 2021

Douglas Karr of MarTech Zone mentions in an article published in 2020 that “4+ negative reviews about your company or product may result in 70% less sales.” Customers expect outstanding service, and customer satisfaction is essential to your business. Customer success is key!

Contact Center 52

Contact Center Call Center Customer Satisfaction ROI 52

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. As the second half of 2020 arrives, there are ongoing challenges without apparent solutions. Customer behaviors changed in 2020, too.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

UJET

NOVEMBER 18, 2019

While voice will always remain a critical channel for support, especially for urgent issues, customers today communicate both verbally and visually with one another. Customers today expect to be able to not only contact support via mobile, web, in-app, social, and more, but easily move between channels without compromising their experience.

Trends 78

Trends Self Service Contact Center Chatbots 78

CSM Magazine

JANUARY 5, 2022

David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. New technologies will help contact centers be more agile in the new year. Supporting Customer Engagement as Channel Preferences Evolve.

Contact Center 52

Contact Center Competitive Advantage Employee Engagement Analytics 52

BlueOcean

JULY 12, 2018

That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. Strategic Partnerships with Contact Centers. “ 5 Procurement Tips for Seeking an Outsourced Contact Center.

Customer Care 185

Customer Care Trends Contact Center Chatbots 185

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Intro Voice: (00:04).

Customer Expectations 98

Customer Expectations Management Communication Customers 98

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Bring customer experience to the center : Gain senior management buy-in, prove ROI, and move from reactive support to proactive success.

Self Service 52

Self Service Customer Service Customer Experience Case Study 52

NICE inContact

SEPTEMBER 30, 2019

In our webinar, Boost Contact Center KPIs with Advanced Chat for CXone , you’ll can learn key findings as well as how chat has helped ECSI — customized digital solutions for higher education—transform its contact center , improve its KPIs (key performance indicators) and exceed customer expectations.

Abandon Rate 136

Abandon Rate Net Promoter Score Contact Center Effort Score 136

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Changing Expectations. What has changed that our customers need to know about?

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

CSM Magazine

OCTOBER 11, 2019

More and more businesses are taking the plunge and moving their contact centers from on-premise PBX to cloud phone systems. By 2020, 50% of call centers that don’t use cloud technology will have made the switch to cloud based phone systems. What are the benefits of moving to a cloud phone system for your contact center?

Contact Center 40

Contact Center System Multi-Channel Call Center 40

Conversocial

APRIL 6, 2021

Customer engagement now happens beyond the contact center. 2020's Digital Reckoning means customer expectations have changed for online interactions with their favorite brands.

Contact Center 104

Contact Center Customer Engagement Customer Expectations Customers 104

Uniphore

JUNE 10, 2021

.‡ Given agents’ historically high attrition rate—and its impact on call center budgets—the benefit of engaged, in-person coaching translates to significant cost savings. Effective coaching not only keeps agents from walking out, it also makes them better customer service providers. Call Center Life: Things that make you go "Umm".

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. Provide proactive customer engagements.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

Qualtrics

MARCH 13, 2020

Frustrating contact center experiences like explaining your issue over and over again, or being handed from agent to agent are usually caused by data silos. Find out how a few simple changes to your set-up can deliver better experiences to customers and agents. First, there was the call center.

Contact Center 37

Contact Center Social Media Ecommerce Omni-Channel 37

ProProfs Chat

MAY 6, 2020

Must-Read 53 Customer Experience Statistics for 2020 . With these customer experience stats, facts, and trends, your business can effectively create some of the best strategies that keep customers delighted with your services. Customer Experience Training Success Statistics. Good Customer Experience Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Thematic

DECEMBER 9, 2019

Welcome to 2020! By listening to customer feedback, companies can monitor what works and what doesn’t, iterate and improve as they keep innovating. Customer feedback also helps create more scalable operations. For example, it has insights into why customers might be contacting your costly contact center.

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

Experience Investigators by 360Connext

OCTOBER 13, 2020

“Wow our Customer Satisfaction Rate really went up this week!” The rich data provided by customers is the first ingredient in the art of innovation. The clues in those metrics provide insights into where the customer experience is or isn’t delivering on customer expectations.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Changing Expectations. What has changed that our customers need to know about?

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

TechSee

JANUARY 26, 2021

Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. People seeking additional income in remote work without long-term obligations will enable contact centers to leverage the ability of gig economy agents.

Trends 124

Trends Customer Service Contact Center Financial 124

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Companies are integrating AI into their CX to get a better handle on customer care.

Customer Expectations 69

Customer Expectations Management Communication Customers 69

ShepHyken

SEPTEMBER 21, 2020

The strong competition encourages companies from different niches to use artificial intelligence, cloud, and mobile technologies to provide valuable, personalized, and seamless customer experience. My Comment: Want to meet – and even exceed – your customers’ expectations? Simple ideas, yet powerful when executed well.

Customer Service 94

Customer Service Employee Experience Touchpoint Customer Centricity 94

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). This means that AI applications for the contact center do not come fully-formed. Higher-performing agents.

Innovation 78

Innovation Self Service Customer Journeys Contact Center 78

Interactions

JUNE 17, 2021

But, we’re halfway through 2021 and it only feels right to do a check-in on where we stand with the evolution of contact centers and changes to customer experience. . I’m going to spend some time reflecting on a few of these predictions and the effect, if they prove to be true, that they will have on customers long term. .

Self Service 62

Self Service Contact Center Touchpoint Trends 62

CSM Magazine

SEPTEMBER 21, 2023

Just 49% of managers believe that remote workers are meeting productivity expectations today, which is 24% lower than in 2020. Critical Thinking—The Most Needed Skill, And the Most Lacking 97% of consumers agree that customer service interactions have a direct impact on brand loyalty—which directly correlates to brand revenue.

Customer Service 59

Customer Service Contact Center Chatbots Analytics 59

Interactions

DECEMBER 2, 2021

The way customers interact with business has changed too, including those in the financial industry. Online banking surged in 2020, with 76% of US adults logging in via their computer at least once a month to manage their finances. Customers are calling because they’re frustrated or need to complete tasks they can’t do themselves.

Banking 62

Banking Trends Self Service Contact Center 62

Calabrio

AUGUST 1, 2017

The Economist Intelligence Unit recently released a report revealing 86 percent of CMOs and senior marketing executives believe that, by 2020, they will own the customer experience from start to finish. Customers expect personalized communication with brands, and those businesses that “get it” will win customer loyalty.

Customer Experience 100

Customer Experience Marketing Contact Center Competitive Advantage 100

Vonage

JUNE 15, 2018

For this reason, BIA/Kelsey, a leading strategic advisory firm, predicts mobile calls to businesses will exceed 169 billion per year by 2020. . Speech analytics is one of the fastest-growing contact center technologies because it allows businesses to transform unstructured audio content into actionable insights.

Analytics 120

Analytics Contact Center First Call Resolution Policies 120

Uniphore

JANUARY 25, 2022

As more companies incorporate emotion AI into their customer journey, customer comfort with, and subsequent demand for, the technology grows. Post-2020 could easily be called the start of the Zoom Era. What a wild ride the 2020 and 2021 holiday seasons were. Conversational AI Expands Beyond the Contact Center.

Healthcare 130

Healthcare Video Banking Contact Center 130

BlueOcean

FEBRUARY 14, 2018

Or was it customer service? We’ve come a long way since then with social having earned its rightful place in the channel choice of both customers and contact center service providers. Expectations for Social Customer Support Are Maturing. People want their customer experiences to feel organic.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Companies are integrating AI into their CX to get a better handle on customer care.

Customer Expectations 52

Customer Expectations Management Communication Customers 52

Experience Investigators by 360Connext

JUNE 8, 2021

Employees have great ideas and often see customer expectations changing in real time. Contact center agents, for example, hear about frustrations caused by comparisons to the competition. Just think of how many healthcare providers were still not prepared for the surge in video doctor visits in 2020!

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

Upstream Works

FEBRUARY 26, 2020

At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems. By extension, the easier you can make this look to the customer, the better the outcomes.

Contact Center 78

Contact Center Self Service Omni-Channel Social Media 78

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 217

Customer Service Omni-Channel Social Media Connections 217

BlueOcean

OCTOBER 7, 2021

In the midst of change brought on by the last year, the data tell us people are willing to wait longer on the phone in order to have a human interaction, whereas before 2020, they might have opted for self-serve or automation when faced with long hold times. Call Centers Go with the Flow.

Travel 218

Travel Industry Customer Experience Call Flow 218

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91