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

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

NOVEMBER 16, 2021

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. Nancy Munro is an expert in contact center training simulations. Can you look at them objectively?

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 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

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. That means they’ve got to offer responsive customer service options and communication, and they’re got to keep a personalized tone.

Industry 136

Industry Self Service Customer Service Banking 136

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, Contact Center Technolo gy.

Self Service 81

Self Service Customer Success Contact Center Chatbots 81

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

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

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. We have seen several things evolve in this industry. A Look Back and the Road Ahead.

Contact Center 52

Contact Center Hospitality Customer Retention Omni-Channel 52

GlowTouch

APRIL 28, 2022

We’re excited about continuing to grow in an area where the BPO industry is mature and provides a tremendous talent pool for recruiting.” 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.

Contact Center 52

Contact Center Transportation Omni-Channel Conference 52

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. “We We know when our customers succeed, we succeed.

Customer Success 52

Customer Success e-support Contact Center Customer Service 52

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. “We We know when our customers succeed, we succeed.

Customer Service 52

Customer Service e-support Contact Center Conference 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. The Insurance Industry is Ready for Disruption.

Insurance 62

Insurance Self Service Touchpoint Policies 62

COPC

APRIL 13, 2022

Almost 50% of customers said their communication preferences have changed in the last few years. Bringing in new ways of communicating with customers is exciting; however, when contact center management and IT teams get caught up in the excitement, it can cause a misalignment between channel strategy and customer wants.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Multi-Channel 52

BlueOcean

DECEMBER 21, 2021

Before you unplug and spend time with the people you care about, let’s look back on some of the most important contact center topics from 2021. Read more> The Evolution of Customer Experience in the Travel Industry. Few industries are quite like travel. Happy Holidays from all of us at Blue Ocean.

Travel 31

Travel Hotels Contact Center Customer Care 31

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. This is done to increase customer satisfaction and improve customer service.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. This is done to increase customer satisfaction and improve customer service.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

AWS Machine Learning

DECEMBER 21, 2023

Great customer experience provides a competitive edge and helps create brand differentiation. 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.

Contact Center 97

Contact Center Call Center e-support Knowledge Base 97

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

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

BlueOcean

JANUARY 20, 2022

In a world where the customer experience matters more than ever, the decision to outsource your customer care has significant impact on your brand and its reputation. In 2022, the RFP process holds even greater weight. This is especially true in the contact center world, where customer care is often a 24/7/365 program.

Contact Center 156

Contact Center Customer Care Infographics Sports 156

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. Actually, no, it’s not that simple!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 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

BlueOcean

MARCH 31, 2021

And, finally, remote work and evolving sleep habits have shifted traditional contact center communication spikes from pre/post-work hours to the middle of the day. COVID-19 has significantly impacted customer behaviors and expectations. Contact Volume. It’s this last phenomenon we want to dig into more.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

Magellan Solutions

FEBRUARY 13, 2022

This includes warmly welcoming customers and making them feel important throughout the interaction. Most BPOs invest in the latest contact center technologies to deliver the best service. Outsourcing your customer care will allow you to have high-quality support across several communication channels. .

Call Center 40

Call Center Resources System Customer Satisfaction 40

NobelBiz

FEBRUARY 22, 2023

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. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

FEBRUARY 21, 2022

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. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Kustomer

SEPTEMBER 7, 2022

While not completely replacing the importance of human-to-human interaction, AI has infiltrated the service industry by easing the roles of CX agents by better filtering user issues. . Highly anxious customers can burden customer service agents to the point of being overwhelmed. The Role of AI in CX. Gabe Larsen: (07:20).

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Lithium

JUNE 7, 2022

Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Resource Round-up | Khoros Roadmap 2022 | Q2 This post outlines "now available" features mentioned for each Khoros product and helpful resources.

Self Service 10

Self Service Social Media Roadmap Gamification 10

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? People get promoted, change fields or industries, or have any number of personal reasons to take a break from working. Furthermore, specific contact centers are reporting up to a 100% turnover rate.

Contact Center 52

Contact Center NPS Customer Care Chatbots 52

Kustomer

OCTOBER 22, 2020

While not completely replacing the importance of human-to-human interaction, AI has infiltrated the service industry through easing the roles of CX agents by better filtering user issues. Companies are integrating AI into their CX to get a better handle on customer care. Gabe Larsen: (07:20). Actually doing it right?

Customer Expectations 69

Customer Expectations Management Communication Customers 69

Lithium

JULY 20, 2022

Losing and hiring frontline customer care agents can cost more than a few lost customers. People get promoted, change fields or industries, or have any number of personal reasons to take a break from working. Salesforce reported that over 70% of care agents have considered leaving their jobs within the past six months.

Contact Center 52

Contact Center NPS Customer Care Chatbots 52

Kustomer

OCTOBER 22, 2020

While not completely replacing the importance of human-to-human interaction, AI has infiltrated the service industry through easing the roles of CX agents by better filtering user issues. Companies are integrating AI into their CX to get a better handle on customer care. Gabe Larsen: (07:20). Actually doing it right?

Customer Expectations 52

Customer Expectations Management Communication Customers 52

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. Stay tuned!

Customer Satisfaction 76

Customer Satisfaction Metrics Policies Measurement 76

Team HGS

AUGUST 22, 2017

HGS Webinar: Reinventing the Customer Service Model Using Bots&Brains™. Digital disruption has already revolutionized industries across the globe, and the CX industry is no exception. Q2: What would you suggest as the first step in integrating bots into our customer service strategy?

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

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