Omnicus
JUNE 15, 2022
As private and public sectors alike push through the uncertainties and optimize operations for 2022 and beyond, take note of these contact center industry trends and incorporate them as permanent aspects of your contact center technology strategy for both the customer experience and the customer contact experience.
Experience Investigators by 360Connext
DECEMBER 14, 2021
When it came to customer experience, leaders dealt with all sorts of changes and challenges. Customers were able to pick out their produce again at the grocery store. And 2022 looks like it will be another twelve months of uncertainty. That’s where customer experience leaders can lean in and really lead in this new year.
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InMoment XI
APRIL 5, 2022
What is the future for employee and customer experience trends in banks, wealth advisory firms, and credit unions? InMoment recently dove into the financial services industry’s 2022 outlook—and there’s a lot to unpack. For Customers: Most banking customers responded with “tap-&-go or digital wallet” (Apple or Samsung).
Omnicus
OCTOBER 20, 2021
Poor customer service is a terrible business. In the United States alone, companies lose nearly $ 75 billion in revenue due to poor customer service. If you do not have reasonable solutions for receiving and handling these customer inquiries across channels and customer journeys, the overall customer experience will be abysmal.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. November 3rd, 2022 at 9:30 am PT, 12:30 pm ET, 5:30 pm BST. The importance of efficiency when onboarding and training agents.
Playvox
FEBRUARY 8, 2022
As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores.
Playvox
FEBRUARY 13, 2024
In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent?
Speaker: Kate Nasser, The People Skills Coach™
Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. Great collaborative coaching awakens and guides an agent’s ability and choices with customers in a wide range of situations.
Speaker: Rana Gujral, CEO at Behavioral Signals
According to a report from Salesforce, 78% of customers are willing to do business with a brand even after a mistake, but only if the customer service is excellent. This means you can’t afford to put your customers on hold for long or deliver poor communication. Customer service technology has largely been the same for decades.
Speaker: Brian Morin & Helena Chen from SmartAction
More and more customers are looking to solve their own issues without human intervention. Enter a conversational AI solution for your contact center. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI.
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In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers.
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
Join Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast, for this enlightening discussion which will include: How to communicate and disseminate a cohesive, positive culture across teams and across continents. Why the contact center culture is in need of repair.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Customers and prospective clients require real, passionate, and empathetic humans. The only sustainable way to get these human experiences is with employee engagement. What are ways leaders engage with team members so the team members better engage with your customers and prospective customers?
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Contact center operators have been buffeted by the pandemic, work-from-home initiatives, the great resignation, and quiet quitting. As a result of these changes, new challenges have emerged, requiring contact centers to undergo major transformations. November 17th, 2022 at 11:00 am PT, 2:00 pm ET, 7:00 pm BST
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
In today's customer experience environment, many customers are looking to get immediate answers without having to talk to a live person. With so many options out there, how can you successfully add an Intelligent Virtual Assistant (IVA) to the phone channel to help your customers serve themselves?
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