NICE inContact

NOVEMBER 30, 2020

Gartner recently published the 2020 Critical Capabilities for Contact Centers as a Service research report and NICE inContact received among the four highest scores in all use cases. We believe that both use cases have even more relevance today and practical applications in 2020 and 2021.

Resources 156

Resources Report Contact Center Customer Engagement 156

TechSee

JANUARY 26, 2021

Customer service trends: Top predictions for 2021. More empathetic customer support is a critical trajectory for customer service in 2021. A recent survey by Aberdeen of 307 contact center leaders revealed a significant surge in remote work capabilities – a whopping 52% as of June 2020, and that is expected to increase through 2021.

Trends 124

Trends Customer Service Contact Center Financial 124

Strativity

AUGUST 14, 2023

The post Human Insights, Brand Fidelity™ & The Key to True Loyalty: The 2021 Forrester Wave™ Report appeared first on Material.

Loyalty 52

Loyalty Report Brands 52

Clarivate

JUNE 28, 2022

Today we release the 2022 update to the annual Journal Citation Reports (JCR). The reports are used extensively by academic publishers across the globe to understand the scholarly impact of their journals relative to their field and promote them to the research community. You can view that here. This includes: 12,800 science journals.

Report 141

Report Metrics Comparison Conference 141

Peter Lavers

NOVEMBER 20, 2020

This has particularly affected contact centres, and our founding director Peter Lavers was recently asked to contribute to Fonolo’s 2021 Contact Centre Trends Report. You can download the full report by clicking here.

Report 52

Report Trends Omni-Channel Customer Experience 52

Tricia Morris

APRIL 21, 2021

Here are nine new findings from the 2021 State of the Contact Center Report: 1. Contact center transformation is well underway but challenges with communication and collaboration silos still linger, according to a new survey of 400 US and UK contact center and customer experience leaders commissioned by 8×8.

Contact Center 64

Contact Center Report Survey Communication 64

Comm100

FEBRUARY 23, 2021

While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021. Making it easy for your customers to reach you across different channels is vital, especially in 2021. Email is still a huge player for customers of all age groups in 2021.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

TechSee

JUNE 30, 2021

With equipment failures and other hardware problems contributing to close to 40% of all reported downtime , it should come as no surprise that companies will often dispatch first and ask questions later. According to an Aberdeen Group report , 25% of all service calls require at least one follow-up visit to resolve the customer’s issue.

Hospitality 164

Hospitality Hotels Healthcare Resources 164

TechSee

FEBRUARY 16, 2021

COVID-19 has resulted in a further increase in demand for service, with ServicePower reporting that 2020 field service trends resulted in field service organizations increasing investment in service workers by 72% to meet the rising demand. This is underlined by a January 2021 survey , where 65% of U.S. Investment in remote support.

Trends 109

Trends Survey ROI Technology 109

ShepHyken

AUGUST 9, 2021

Customer Service Benchmark Report – 2021 by Hiver. My Comment: Here is an excellent benchmark report from Hiver. The report takes a look at customer service from the company’s perspective and covers topics that include remote workforce, most popular customer support channels (phone, email, etc.),

Customer Service 144

Customer Service Social Media Report Culture 144

Keatext

SEPTEMBER 24, 2021

The post 2021 trends report: Amplifying the voice of the customer appeared first on Keatext.

Trends 52

Trends Report Customers Customer Experience 52

CSM Magazine

OCTOBER 5, 2021

The study, entitled “ Health of the Contact Centre 2021: Agent Wellbeing and the Great Resignation, ” surveyed US and UK contact centre agents to uncover transformational opportunities for the contact centre from their perspective. According to the study, one-third of agents report feeling acutely stressed multiple times per week.

Report 52

Report Study Conference Connections 52

ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Top Customer Experience Resources to Follow in 2021 by MK Marketing.

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

Kustomer

NOVEMBER 4, 2020

Over 80% of companies who prioritize customer experience report an increase in revenue. Below are five emerging trends that we predict will shape CX in 2021. But don’t worry, 2021 isn’t going to feature any giant robots wielding machine guns. So, how can businesses ensure their CX is up to scratch? Improved CX With AI.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Oracle

JANUARY 21, 2021

Here are 21 CX predictions for 2021, informed by some of the top experts of customer experience. Brands will invest in research to learn more about the 2021 buyer. Data held on customers’ needs and motivations changed quickly in 2020, though the data gleaned in the 2020 shifts may no longer be relevant to 2021 consumers.

Social Media 81

Social Media Return on Investment Consumers Contact Center 81

Blueshift

JUNE 24, 2021

The post Blueshift Named a CDP and Marketing Automation Leader in G2’s Summer 2021 Report appeared first on Blueshift. We’re excited to announce that Blueshift was named a Leader for CDP and Marketing Automation — as well as a Momentum Leader for CDP, Marketing Automation, and Mobile Marketing.

Report 52

Report Marketing Data Customers 52

West Monroe

DECEMBER 1, 2021

Manufacturing was hit hard in 2020 but responded well, leaving the door open for a 2021 full of growth and transformation.

Report 98

Report Consumers Industry 98

mopinion

DECEMBER 1, 2021

According to the report, ‘the […]. The post The Biggest Customer Experience (CX) Software Acquisitions in 2021 appeared first on Mopinion. Not only are more organisations investing in CX software for their business operations, but there’s a whole web of investments going on in the CX software market itself.

Software 93

Software Customer Experience Report Customers 93

Calabrio

APRIL 28, 2021

We believe that t h is recognition from Gartner in 2021 demonstrates that we continue to build on our vision year after year and that our customers value Calabrio’s innovative approach that prepares them for what comes next – whatever that may be. . In our State of the Cont act Center 2021 : Cloud is Here. ” 1 .

Meeting 130

Meeting Engagement Management Contact Center 130

Vanilla Forums

JULY 12, 2021

The leader in the B2B technology review platform space, G2, released their Summer 2021 Grid® Report, and Vanilla by Higher Logic has been named a Leader in Online Community Management !

Report 98

Report Management B2B Technology 98

TechSee

FEBRUARY 1, 2021

billion in 2021, at a CAGR of 43.6%. CSPs in 2021 are recognizing that applying RPA to alleviate even some of the telecom staff’s workload will have a major impact on streamlining processes and improving profitability. The post 2021: Emerging AI trends in the telecom industry appeared first on TechSee.

Trends 107

Trends Industry Telecommunications Chatbots 107

MyCustomer

OCTOBER 7, 2021

Download this Report. Not a TM Form. Internal or External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. The New Balance: physical vs digital experiences in Europe. What you need to know about what's next.

Report 52

Report Trends Resources 52

Clarivate

JANUARY 3, 2023

To highlight fast-moving and emerging specialty areas of science, Clarivate has once again partnered with the Chinese Academy of Science (CAS) on a special report on the hottest fields in science, including data on the regions and institutions producing the work. Read the new report now. A wide range. Fields and nations.

Report 98

Report Analysis Course Leadership 98

ShepHyken

FEBRUARY 1, 2021

TotalRetail) These top takeaways will show retailers, many of whom are at least partly online today, where to focus in 2021 so they can optimize their websites and apps, improve customer experience, and drive conversion optimization rates. The 2021 Customer Experience Outlook by Kerry Bodine. You get an amazing report.

Customer Service 138

Customer Service Rewards Programs B2B Loyalty Programs 138

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. A Forrester report underscores this sentiment by discussing how AI trends will transform agents’ roles in the contact center by giving them the tools they need to succeed. . The post AI in Call Centers: Top innovations for 2021 appeared first on TechSee. Call centers are busier than ever.

Call Center 136

Call Center Self Service Innovation Contact Center 136

Upstream Works

JANUARY 26, 2021

Across the board, contact centers need to level-up technological capabilities, including richer reporting, enhanced security and omnichannel functionality to engage with customers in real-time. The Accelerated Need for Digital CX in 2021. Embracing Contact Center AI in 2021. New Drivers of CX Success. Cost Savings. Innovation.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

Clarivate

NOVEMBER 16, 2021

Similarly, Wits’ Highly Cited Researcher for 2021, Professor Frederick Raal, is world-renowned and a game-changer in advancing lifesaving treatments for familial hypercholesterolaemia. “At The National University of Singapore (NUS) is home to 32 Highly Cited Researchers in 2021. The National University of Singapore.

Government 136

Government Innovation Industry Resources 136

Zonka Feedback

MARCH 24, 2021

We are delighted to announce that Zonka Feedback has once again received the title of ‘High Performer’ in the Spring 2021 Grid Report by G2 Crowd. This is the third consecutive quarter of receiving such recognition from G2.

Feedback 94

Feedback Report 94

Wootric CX Blog

APRIL 22, 2021

Wootric by InMoment, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a Leader in the G2 Crowd Grid Report for Feedback Analytics for Spring 2021. CX practitioners and anyone evaluating a customer experience management solution should read the full G2 report.

Report 52

Report Analytics Feedback Return on Investment 52

BirdEye

DECEMBER 22, 2020

Fresh off of winning more than a hundred brand new awards from G2 , we’re excited to announce that we’ve been named the best survey software for 2021 by Digital.com ! Offer your customers a simplified survey experience while you get real-time feedback, custom reporting, auto-ticketing and so much more!

Software 83

Software Survey Customer Experience Management Loyalty 83

Kitewheel

JUNE 8, 2021

In the State of the Customer Journey 2021, we’ve taken a closer look at our data from the previous year to uncover the trends that will most impact businesses this year. Here are three trends and takeaways that you’ll want to look out for in 2021. Check out the full report for even more trends and customer journey data.

Customer Journeys 83

Customer Journeys Multi-Channel Effort Score Trends 83

ShepHyken

DECEMBER 13, 2021

That’s according to reputation experience management company Reputation’s “2021 Retail Reputation Report.” brands of 2021 based on shopper sentiment. CMSWire) 2021 was a busy year for social media platforms and 2022 is shaping up to be even busier. The study, which examined 3.7 million shopper reviews across the U.S.

Customer Service 76

Customer Service Social Media Call Center Retail 76

Optimove

FEBRUARY 10, 2022

2021 was supposed to be “the year after”, The one in which returned to our “old normal”. ” 2021 wasn’t short on those marketing challenges: rising costs, diminishing stock, severe delivery chain issues, and that virus still wreaked havoc on our daily lives, the way we shop, our work habits, and social life.

CRM 52

CRM B2B Advertising Entertainment 52

ShepHyken

OCTOBER 25, 2021

Reports and Data expect the global chatbot market to reach $10.08 The post 5 Top Customer Service Articles of the Week 10-25-2021 appeared first on Shep Hyken. Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. billion by 2026, representing a 30.9%

Customer Service 144

Customer Service Loyalty Programs Chatbots Loyalty 144