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

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. Changing Expectations. Digital First Mentality.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Upstream Works

DECEMBER 18, 2019

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade.

Contact Center 78

Contact Center Trends Omni-Channel Technology 78

Calabrio

DECEMBER 18, 2020

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Beyond improving contact center performance, predictive analytics can also produce highly valuable data that can benefit clients.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

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. We may not have a crystal ball – but we can take a look at five key customer service trends that leading analyst firms agree on.

Trends 124

Trends Customer Service Contact Center Financial 124

BlueOcean

SEPTEMBER 27, 2021

Customer experience is pretty much the hottest topic in the contact center and customer care space these days. As such, it’s not uncommon to see customers comparing other brands—even B2B brands—against the giant. Read more > The Growing Value of the Customer Experience Market.

Customer Experience 177

Customer Experience Contact Center B2B B2C 177

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. Customer behaviors changed in 2020, too.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Comm100

JANUARY 6, 2022

67% of customers said they would spend more money if they received a better customer service experience. In this blog, we will explore the reasons behind why we believe 2022 will be the year of digital CX excellence, and why it is so important in today’s customer service world. Personalized . Accessible.

Customer Experience 246

Customer Experience Omni-Channel Chatbots Social Media 246

Experience Investigators by 360Connext

JUNE 30, 2020

There’s never been a year quite like 2020. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. Customer experience leaders are adapting to what customers need, as well as what can be reasonably offered. Customer behaviors changed in 2020, too.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Guide to Revenue Generation by Gladly. 5 Experiences That Define Strong Customer Service by Wise Marketer Staff. Here are my top five picks from last week.

Customer Service 96

Customer Service Employee Experience Touchpoint Customer Centricity 96

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. Changing Expectations. Digital First Mentality.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

BlueOcean

FEBRUARY 14, 2018

Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service? Even though social media doesn’t handle the lion’s share of support interactions, customers still demand a lot from it.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

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

Uniphore

JUNE 10, 2021

63% of customers churn after a bad experience* 60% of agents state they more helpful tool to handle complex customer interactions † 53% of contact centers find it harder to train agents effectively*. Effective coaching not only keeps agents from walking out, it also makes them better customer service providers.

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

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

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative.

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132

Vonage

JUNE 15, 2018

Despite the growth of live chat and other text-based customer service channels, communicating by phone is often still faster and more effective than typing messages. For this reason, BIA/Kelsey, a leading strategic advisory firm, predicts mobile calls to businesses will exceed 169 billion per year by 2020. .

Analytics 120

Analytics Contact Center First Call Resolution Policies 120

CSM Magazine

JANUARY 31, 2018

The customer experience industry is changing at an unprecedented pace and businesses must prepare for dynamic developments throughout the coming year. Many industry-leading companies with a European presence are reviewing the impact of Brexit on their profitability post-2020. Brexit will drive consolidation.

Contact Center 60

Contact Center Trends Multi-Channel Wireless 60

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. In celebration of our 10th anniversary, we are bringing our most senior line-up yet.

Self Service 52

Self Service Customer Service Customer Experience Case Study 52

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Source: Alex Knight.

Chatbots 169

Chatbots Self Service ROI Contact Center 169

Integrity Solutions

JULY 28, 2022

The term “call centers” is quickly become a relic of the past, and for good reason. Customer service today is based on far from just taking inbound calls; it’s now omnichannel. The State of Contact Center Conversation Intelligence 2022 report by Observe.AI

Contact Center 52

Contact Center Self Service Customer Satisfaction Metrics 52

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

CSM Magazine

JUNE 1, 2018

In industries where companies depend on customer service excellence, success is driven by the right people, processes, and a cultural commitment to customer satisfaction. . Increasingly we see companies turning to artificial intelligence tools in order to, enable and drive an effective and friendly customer service operation.

Customer Service 70

Customer Service Airlines Contact Center Average Handle Time 70

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 85

Customer Expectations Management Communication Customers 85

Call Experts

JANUARY 28, 2021

Well, they will purchase and review your products and services and can be your biggest advocates. This power is why so many companies find themselves asking, “what is customer service?” ” This is a great question, but we will counter your question with another question, “what is customer success?”

Contact Center 52

Contact Center Call Center Customer Satisfaction ROI 52

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Must-Read 53 Customer Experience Statistics for 2020 .

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Call Experts

NOVEMBER 12, 2020

It’s official; you are entering the 2020 holiday season. A rush in inquiries, sales, and customer support needs can make or break your holiday season! Then, your inventory and customer service teams can prepare accordingly. . Utilize a contact center. Contact us to learn more! . Read our blog here.

Tips 98

Tips Management Contact Center Retail 98

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. 24/7 Self-service.

Innovation 78

Innovation Self Service Customer Journeys Contact Center 78

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. Expect those numbers to grow as the technology matures and video becomes a more prevalent – and even preferred – CX channel.

Healthcare 130

Healthcare Video Banking Contact Center 130

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

CSM Magazine

NOVEMBER 27, 2019

Each year brings new ideas and new challenges to the customer service department. An interactive discussion featuring customer service leaders from the Boston Red Sox, HP, Intuit and UL on: 2019 a year in review, we’ll recap how changing customer expectations and new tech have changed our approaches to support.

Self Service 52

Self Service Customer Service Trends Contact Center 52

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

Kustomer

JUNE 7, 2022

They built their business to connect with customers at scale. A great example of this is The Farmer’s Dog , a company dedicated to delivering safe and healthy pet food that totally nailed the customer-first approach. That shouldn’t be a surprise—we all know customers want what they want. Omnipresent, Guided Self-Service.

Customer Experience 90

Customer Experience Self Service e-support CRM 90

Kustomer

AUGUST 5, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Brad Birnbaum , CEO of Kustomer, to learn about how companies can win with their customers in this new space. To learn more about Brad’s vision for future customer success, listen to the full podcast below.

Omni-Channel 105

Omni-Channel Customer Experience Chatbots Contact Center 105

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