Bill Quiseng

APRIL 4, 2024

I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. This prestigious award is presented to industry professionals based on feedback from their connections who vote.

Industry 60

Industry Contact Center Feedback Connections 60

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. It’s common for businesses to have clear standards on how employees should interact with customers.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

BlueOcean

AUGUST 9, 2021

Contact center technologies are certainly in the mix of acceleration. In fact, many recent developments promise to reshape the landscape of customer service completely. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry.

Contact Center 156

Contact Center Technology Self Service Analytics 156

CSM Magazine

FEBRUARY 16, 2024

In April 2024, the Las Vegas Convention Center will see the return of the Call and Contact Center Expo. The event is focused on the processes used by call and contact centers, with showcases from over 200 different business representatives along with seminars by over 100 industry experts.

Contact Center 52

Contact Center Industry Omni-Channel Call Center 52

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering? Wise words from CallMiner.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Think Customers

FEBRUARY 13, 2024

If 2023 was a year of revelation, zeal, and anything-is-possible hopes for artificial intelligence’s potential, 2024 is shaping up as a year of action. Subpar CX gives rise to human-AI balance Now that they’ve had some degree of exposure to AI in customer support, and not all of it delightful, some consumers are thinking: Meh.

Contact Center 52

Contact Center Analytics Healthcare Trends 52

Experience Investigators by 360Connext

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

Call Center 59

Call Center Self Service Software Contact Center 59

Cyara

JANUARY 19, 2024

In the world of customer service, you could argue that nothing matters more than efficiency. According to a survey by Genesys , 54% of customers say resolving their issue on the first try is the most important service outcome, while 50% say getting a fast response is their top priority.

Contact Center 76

Contact Center Survey Brands Customer Service 76

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

Lithium

JANUARY 2, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! 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. Sign up today !

Social Media 52

Social Media CRM Video Contact Center 52

Cyara

FEBRUARY 8, 2024

For some time now, contact centers have felt the pressure building to adopt or upgrade their existing conversational AI solutions. After ChatGPT went mainstream, it quickly became clear that conversational AI would forever change the way brands interact with their customers. In 2023, the dam finally broke.

Contact Center 76

Contact Center Interaction Brands Chatbots 76

Doing CX Right

JANUARY 14, 2024

Learn effective customer service leadership strategies with expert insights to enhance success and achieve your organizational goals. The post Elevating Customer Service Leadership in 2024: Start, Stop, and Keep Doing appeared first on Doing CX Right.

Leadership 52

Leadership Customer Service Strategy Customers 52

Think Customers

JANUARY 25, 2024

That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. s vice president of customer-facing applications development. The topic of AI was everywhere.

Retail 52

Retail Contact Center Consumers Brands 52

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences?

Self Service 147

Self Service Contact Center Customer Service Representative Healthcare 147

CSM Magazine

JANUARY 17, 2024

As we step into a new year, the customer experience sector is gearing up for a transformative 12 months. It seems as though we talk about that every year – but I genuinely believe 2024 will finally live up to those expectations. However, this year we will see some real change in the industry.

Industry 52

Industry Data Trends Exceptional Customer Service 52

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center Self Service Contact Center Software Virtual Agent 104

NobelBiz

MAY 12, 2022

Contact center solutions just might very well help the businesses that use them to survive way past the COVID-19 era. Prior to the pandemic, the contact center market itself was projected to increase at a compound annual growth rate of 9% until the year 2024. Its estimated market value was forecasted to reach $5.99

Contact Center 52

Contact Center Software Management Strategy 52

CSM Magazine

DECEMBER 9, 2021

Empirix launches Hammer Voice Explorer to complete its end-to-end portfolio and accelerate cloud contact center transformation. According to Gartner, the Contact Center as a Service market is expected to reach $17.9 bn by 2024 – through a CAGR of 29%. bn by 2024 – through a CAGR of 29%.

Contact Center 52

Contact Center Healthcare Insurance Banking 52

SurveySensum

NOVEMBER 9, 2023

Quality customer experience doesn’t happen by chance. It demands product/service quality, optimized customer journey, and most importantly, excellent customer service. In any organization, the leading factor for the quality of the customer experience is the employee. The customer needs to reach out to your contact center.

Management 52

Management Customer Experience Feedback Employee Experience 52

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience?

Retail 260

Retail Customer Experience Effort Score Social Media 260

NobelBiz

SEPTEMBER 29, 2020

Right now, the contact center market is growing at an exponential rate. Technology advances coupled with the advent of the virtual call center are leaving behind anyone who doesn’t have at least a remote omnichannel software. But there’s an even bigger hurdle: contact center AI. And how effective will it be?

Contact Center 52

Contact Center Virtual Call Center Omni-Channel Chatbots 52

CSM Magazine

OCTOBER 7, 2021

Empirix , an Infovista company and leader in contact center testing and experience assurance, has announced a major expansion of its partner strategy that aims to transform the business to a 90%+ channel centric vendor within 5 years. billion by 2024 at Compound Annual Growth Rate (CAGR) of 29%.

Contact Center 52

Contact Center Marketing Leadership Healthcare 52

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Banking contact center interactions are expected to remain elevated through 2024.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). The tool lets companies create a library of helpful how-to content, providing direct support to customers and employees.

Contact Center 52

Contact Center Training Video Tools 52

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. My Comment : When the economy is down, customers want more value for their dollar.

Self Service 65

Self Service Customer Service Contact Center Loyalty 65

TechSee

DECEMBER 31, 2019

Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020.

Trends 136

Trends Customer Service Self Service Contact Center 136

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. A few years ago, we recognized the importance of enhancing our Global Customer Care team.

Customer Experience 75

Customer Experience Net Promoter Score Guidelines Customer Care 75

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Diminished Customer Satisfaction: Perfunctory service often results in customers feeling neglected, unappreciated, and dissatisfied with their overall experience.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

ShepHyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. Understanding the customer’s need .

Retail 73

Retail Industry Customer Experience Contact Center 73

eGain Blogs

MARCH 7, 2023

Nonetheless, our recent and upcoming enhancements will put us in a stronger position for the 2024 MQ. It is experienced with telephony, CRM and ECM integrations, and 80% of its customers deploy the agent assist module. It is experienced with telephony, CRM and ECM integrations, and 80% of its customers deploy the agent assist module.

Contact Center 52

Contact Center CRM Report Leadership 52

Uniphore

JANUARY 25, 2022

As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. As more companies incorporate emotion AI into their customer journey, customer comfort with, and subsequent demand for, the technology grows.

Healthcare 130

Healthcare Video Banking Contact Center 130

TechSee

NOVEMBER 11, 2019

billion market by 2024. While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own. Deb calls Customer Service and is invited to a live visual self-service session.

Self Service 138

Self Service Technology Wireless eBook 138

CSM Magazine

JUNE 27, 2019

Research shows the Gamification global market will have a CAGR of over 30% from 2019-2024. Market Research Future reports an estimated CAGR growth for AI of 37% by 2024. Headquartered in Lindon, UT, VisualCue has worked with contact centers, sales teams and logistics companies to implement AI and Gamification.

Gamification 40

Gamification Marketing Call Center Contact Center 40

NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. Advanced AI Integration: Beyond Customer Service Artificial Intelligence (AI) is no longer a novelty in call centers.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. What Does The Contact Center Workplace Of The Future Look Like? Flexibility, though, is the key to a smoother ride.

Contact Center 86

Contact Center Connections Engagement Video 86