Playvox

SEPTEMBER 2, 2022

Our 2022 research shows that 70% of agents say that working remotely has improved their job satisfaction, and 56% of respondents say they’d consider leaving their jobs if they couldn’t work remotely. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. Leanne Y.,

Contact Center 70

Contact Center Management Policies Gamification 70

Interactions

JANUARY 6, 2022

Although 2022 seems to be ushering in similar uncertainties as 2021, we know one thing for sure. And now, the current conditions of the world have created the perfect storm for AI to continue to be a key player in CX in 2022 and beyond. . So, what is in store for AI in CX in 2022 and beyond? Mike Iacobucci, Interactions CEO.

Customer Experience 71

Customer Experience Contact Center eBook Interaction 71

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. through 2022. Customer Journey Mapping.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Call Center Management Gamification 52

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. The outsourcing contact center market is becoming more competitive. WFH Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

NobelBiz

FEBRUARY 22, 2023

A company may have to change its technical solution for many reasons, including the need for more advanced and customizable features. Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

MARCH 29, 2022

It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today.

Contact Center 52

Contact Center Customer Engagement Engagement Call Center 52

NobelBiz

FEBRUARY 21, 2022

A company may have to change its technical solution for many reasons, including the need for more advanced and customizable features. Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

CSM Magazine

NOVEMBER 1, 2022

Zenarate , the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report. Zenarate partnered with Execs In The Know to gather current consumer preferences and perceptions related to customer service and customer experience channels.

Trends 52

Trends Report Consumers Telecommunications 52

CSM Magazine

JANUARY 25, 2022

While we can’t wave a magic wand and make uncontrollable things within our control, there are some practical steps we can take to achieve our big goals for customer care this year. Care and Consideration. In customer contact centers, it’s all about our people. Achieve Goals for Profitability.

Customer Care 52

Customer Care How To Comparison Consulting 52

NobelBiz

NOVEMBER 16, 2021

This is why emotional intelligence is such an important managerial talent to cultivate and foster within a company. This ability enables you to comprehend emotions and how to use them in order to nurture good customer relationships. Although it is still simply a “beautiful notion” for far too many businesses and contact centers.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

Kustomer

JUNE 27, 2022

Customer service software and its various integrated tools can position brands of any size to stand out amongst competitors in the eyes of its most important asset: customers. Let’s explore the path to optimizing your brand with our 12 best software tools for 2022. What Are the 12 Best CS Software Tools in 2022?

Software 98

Software Tools Customer Service Self Service 98

NobelBiz

JANUARY 17, 2022

The AHT is a KPI that contact centers always strive to improve. Of course, there are rational answers to this organizational challenge, including reducing call center AHT while also ensuring quality work and performances. What is the Average Handling Time (AHT) for Contact Centers? Above all, do not omit anything.

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. The process!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Avaya

NOVEMBER 6, 2018

I recently had the pleasure of co-hosting a webinar with leading Communications Industry Analyst Sheila McGee-Smith titled “ How AI Drives Results in the Contact Center ” and the question posed was: “What does AI mean for those working in the contact center? So, why AI now for customer care?

Contact Center 57

Contact Center Knowledge Base CRM Technology 57

BlueOcean

APRIL 20, 2023

We had another member of the wonderful ONQ family on the podcast: Sean Hammerle, who is the company’s Chief Operating Officer and an award-winning motivational leader and speaker. I first met Sean back in June of 2022 when he was awarded the title of Best Contact Center Executive at The Contact Center World Awards in Orlando, Florida.

Contact Center 156

Contact Center Culture Course Training 156

COPC

JULY 25, 2022

Join Live: Thursday, August 11, 2022 2:00 PM PHST Manila (GMT+8) * All registrants receive the recording. Even with phone and email decreasing in popularity, the preference for self-service may not be growing as quickly as the customer care industry would hope. 2022, Global Benchmarking Series, Con t act Center Technologies.

Self Service 81

Self Service Customer Success Contact Center Chatbots 81

Blake Morgan

DECEMBER 27, 2022

The 2022 word of the year is gaslighting, or manipulating or deceiving someone. Gaslighting is common in the customer experience when brands try to convince their customers of a different truth or ignore their problems. The opposite of gaslighting is taking ownership, listening to customers, and building trust.

Contact Center 119

Contact Center Brands Customers Feedback 119

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

BlueOcean

DECEMBER 13, 2022

According to Bond Brand Loyalty’s 2022 Loyalty Report , a new variable has entered the game that changes how customers view loyalty—that the “brand is loyal to me.” Customers now expect reciprocity in the loyalty relationship. This is true whether you choose to keep your contact center in-house or outsource to a partner.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

GlowTouch

FEBRUARY 2, 2022

PRESS RELEASE FEBRUARY 15, 2022, 09:00 EDT Louisville, KY — GlowTouch LLC, a global Business Process Outsourcing (BPO) services provider based in Louisville, KY, is celebrating its 20th year in business this month. GlowTouch was launched as a software development company, and that continues today. A Look Back and the Road Ahead.

Contact Center 52

Contact Center Hospitality Customer Retention Omni-Channel 52

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. Orstad will spearhead Calabrio’s global professional services and customer support teams. We know when our customers succeed, we succeed. About Calabrio.

Customer Success 52

Customer Success e-support Contact Center Customer Service 52

GlowTouch

APRIL 28, 2022

The center also houses several conference rooms, smaller meeting rooms, and training classrooms and integrates state-of-the-art technology and Contact-Center-as-a-Service (CCaaS) applications. An inviting office atmosphere is conducive to providing the high-quality customer care that our clients expect.”

Contact Center 52

Contact Center Transportation Omni-Channel Conference 52

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Our AI is developed specifically for contact centers. We play nice with others.

Interaction 62

Interaction Self Service Customer Service Contact Center 62

CSM Magazine

OCTOBER 18, 2022

Calabrio Appoints New Leader of Customer Service & Support Team in Mission to Be Trusted Ally for Customers’ Success. Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. About Calabrio.

Customer Service 52

Customer Service e-support Contact Center Conference 52

Lithium

SEPTEMBER 9, 2022

Losing and hiring frontline customer care agents can cost more than a few lost customers Can you afford to lose more? As Marketplace puts it in a July 2022 article: " Now, Pollak [Julia Pollak, chief economist at job site Zip Recruiter] said, the mood might be shifting. Don't have time to read?

Contact Center 52

Contact Center NPS Customer Care Chatbots 52

Lithium

JULY 20, 2022

Losing and hiring frontline customer care agents can cost more than a few lost customers. As Marketplace puts it in a July 2022 article: " Now, Pollak [Julia Pollak, chief economist at job site Zip Recruiter] said, the mood might be shifting. Furthermore, specific contact centers are reporting up to a 100% turnover rate.

Contact Center 52

Contact Center NPS Customer Care Chatbots 52

Stella Connect

OCTOBER 26, 2021

Agents keep up with incoming tickets and customer queries, with little insight into their performance and even less visibility into what they need to do to develop and grow. As a result, the common story of the contact center is one of burnout and attrition. Finally (and worst of all), there’s a disconnect with customers.

Call Center 52

Call Center Management Contact Center Effort Score 52

Interactions

APRIL 29, 2021

Our Intelligent Virtual Assistant for Insurance is designed to deliver empathetic customer care across every touchpoint in the policyholder journey using a blend of Conversational AI and human intelligence. According to Gartner, by 2022, 85% of customer service interactions will start with self-service, up from 48% in 2019. .

Insurance 62

Insurance Self Service Touchpoint Policies 62

COPC

AUGUST 16, 2022

Organizations sometimes fail to consider the voice of the customer while designing quality forms. Avoid this common pitfall by conducting a key driver survey to understand what customers care about most. This survey asks customers detailed questions about their experience.

Customer Satisfaction 76

Customer Satisfaction Metrics Policies Measurement 76

NICE inContact

JUNE 11, 2019

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. Because of the nature of online retailers, many of these companies never actually come face-to-face with their customers. 2) Online Retailers.

Industry 136

Industry Self Service Customer Service Banking 136

AWS Machine Learning

DECEMBER 21, 2023

As per the Forrester report, The State Of Customer Obsession, 2022 , being customer-first can make a sizable impact on an organization’s balance sheet, as organizations embracing this methodology are surpassing their peers in revenue growth. Refer to Supported Regions to learn more.

Contact Center 97

Contact Center Call Center e-support Knowledge Base 97

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score CRM e-support 52

SmartKarrot

FEBRUARY 16, 2022

Considering this importance, we have brought a list of 75 customer experience statistics to you. These will help you efficiently create an excellent experience for your customers. General customer experience statistics. 42% of customers would not mind paying more when offered a warm and friendly customer experience.

Customer Experience 10

Customer Experience Social Media B2B e-support 10

Magellan Solutions

FEBRUARY 13, 2022

Is it worthwhile to get an ISO certified company? That means, in terms of operations, customer happiness, and staff engagement levels, ISO has a positive impact on their process. In a nutshell, businesses look for an ISO certified company because it helps them increase business orderliness. It could be unsafe, right?

Call Center 40

Call Center Resources System Customer Satisfaction 40