Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. While these channels provide customers with the information they need, the contact center remains a predominant channel for customers to seek support when they truly need something done.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

NICE inContact

OCTOBER 17, 2019

Like their private sector peers, the front line for engagement with government agencies lies in the contact center. Contact center investments can yield significant and rapid improvements to that. Understand the capital requirements and where they are aligned in your contact center. Call recording?

Contact Center 120

Contact Center Customer Experience Return on Investment e-support 120

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

Eptica

SEPTEMBER 16, 2020

Based on primary research, Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, delivers deep insight into the current state of the industry. 5 top priorities for today’s contact centers. Share this page on: Tweet.

Customer Experience 127

Customer Experience Contact Center ROI Trends 127

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Forrester’s rigorous questionnaire evaluated vendors against 32 criteria, grouped into three high-level categories—current offering, strategy and market presence.

Contact Center 121

Contact Center Effort Score Omni-Channel Analytics 121

GlowTouch

JANUARY 6, 2023

Customer Service and Contact Center Achievement Categories Category 83. Blogs and Examples of Completed Expansions and the Benefits it Will Bring to Our Employees, Families, and Communities: Expanded Operations to the Dominican Republic. Continue to Define "Putting People First".

Technology 52

Technology Customer Service Contact Center Chatbots 52

NICE inContact

FEBRUARY 24, 2017

With their contact center playing a critical business role, Clearlink needed a powerful portfolio of cloud-based contact center solutions. They can select categories that route the customer to a specific representative best able to handle that call. More Flexibility for More Profitability.

Multi-Channel 122

Multi-Channel Contact Center Call Center System 122

GlowTouch

JANUARY 6, 2023

Customer Service and Contact Center Achievement Categories Category 76. Every interaction between a customer and a contact center agent includes a narrative. The Stevie Awards for Achievement in the Use of Data and Analytics in Customer Service Entry from GlowTouch.

Analytics 52

Analytics Data Customer Service Contact Center 52

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. With QM Analytics Pro, you could create a custom category in minutes with the specific words and phrases associated with the product/program and have those interactions routed to a quality plan for evaluation.

Analytics 138

Analytics Management Call Recording Contact Center 138

SaleMove

FEBRUARY 16, 2024

By automatically matching the right interaction to each customer with Unified Interaction Management, it is possible to improve results in 4 categories. The post Improve Your Bottom Line with Unified Interaction Management appeared first on Glia Blog | Digital Customer Service Explained.

Interaction 55

Interaction Management Customer Service Contact Center 55

Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Tuesday May 23, 8.15-10am.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Call Experts

JANUARY 26, 2023

That’s where an HVAC call center can help. With all of the ways a call center can increase your bottom line, they have become essential —not only to you but to the customers who make or break your business. This blog will dive into why you need an HVAC call center.

Call Center 52

Call Center Contact Center System Omni-Channel 52

Talkdesk

FEBRUARY 5, 2020

The CX Innovators Awards are separated into four different categories: CX Innovator – Celebrating companies who uniquely leveraged Talkdesk technology, either standalone or in combination with Talkdesk AppConnect partners and/or other technology, in innovative ways to solve CX/Contact Center challenges and deliver best-in-class customer experience.

Innovation 56

Innovation Contact Center Return on Investment Exceptional Customer Service 56

NICE inContact

OCTOBER 30, 2019

Winners are chosen in 5 categories and will be awarded at Interactions 2020. The categories are: Rookie of the Year This category identifies customers who have chartered best practices in implementing any solution from the NICE or NICE inContact portfolio in the 2019 calendar year. Submit Application.

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

Call Experts

JULY 15, 2021

In this blog, we discuss best practices and questions to answer ahead of the storm. How call center solutions support your business with hurricane planning to ensure your business doesn’t have to suffer. Answer these questions related to contact center solutions during storm season: Is your contact center ready for power outages?

Call Center Solutions 52

Call Center Solutions Call Center Contact Center Training 52

Eptica

SEPTEMBER 18, 2019

Also, given the high turnover rates in the contact center industry, recognition can be a powerful weapon in keeping your best staff and ensuring they remain happy and motivated. That’s why pretty much every contact center I visit has a recognition program of some sort in place.

Customer Service 66

Customer Service Contact Center Average Handle Time e-support 66

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. By monitoring these categories supervisors can see which topics have the biggest volumes, and if they are increasing or decreasing.

Report 68

Report Self Service Average Handle Time Contact Center 68

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. You should be able to view performance at the individual metric level and by the measured category (e.g., quality, service, etc.). agent, team, program, site, etc.)

Metrics 71

Metrics Average Handle Time Guidelines Measurement 71

Eptica

OCTOBER 9, 2019

Technology can also lighten the load on contact center agents and the wider business, with self-service deflecting queries as consumers are empowered to find their own answers online without having to make contact. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

Interactions

MAY 6, 2021

In the past few years, contact center technology has reached a place where it is possible to have self-service that does understand intent and can deliver a conversational experience. Earlier in the blog we talked about how traditional automation systems simply act as a directing service. Warm handoff to live agent.

Self Service 62

Self Service Effort Score Contact Center eBook 62

NobelBiz

JUNE 5, 2023

This means that call center agents need to make multiple calls before they can even start the sales process. Or course, there are different types of lead generation that typically fall into two main categories: Outbound lead generation which generally include direct mail, advertising, cold calling and email marketing.

Call Center 52

Call Center Contact Center Contact Center Software CRM 52

NICE inContact

JANUARY 25, 2017

A new software category introduced by Gartner called Workforce Engagement Management (WEM) refers to the suite of products that helps companies manage and improve employee engagement. contact centers, fulfillment centers, food operations, etc.). appeared first on inContact Blog. Workforce Engagement Management.

Engagement 60

Engagement Management Employee Engagement Contact Center 60

Eptica

AUGUST 1, 2018

Author: Joanna Allouche - Consultant Optimizing CX with Eptica When it comes to the contact center, there is a clear link between happy agents and overall performance. Categorie(s): Product Best Practice Optimizing CX with Eptica Published on: August 01, 2018. Share this page on: Tweet.

Average Handle Time 70

Average Handle Time Self Service Knowledge Base Contact Center 70

Eptica

JANUARY 12, 2017

To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. Click here to subscribe to have each blog post automatically emailed to you going forward. Share this page on: Tweet.

Trends 48

Trends Customer Service Contact Center Analysis 48

Eptica

NOVEMBER 6, 2019

They tell you via contact centers, open-ended answers on surveys and general conversation with your brand. Ignoring your contact center agents There’s a funny thing that happens as employees rise up the ranks. Who better to see these changes than your contact center agents? Share this page on: Tweet.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Customers That Stick

OCTOBER 16, 2014

She recovered later having agent and management roles in contact centers. Melissa enjoys “on the job” coaching with front-line center leaders responsible for improving agents’ service and sales skills. She loves to blog about #custserv #cctr and #cx. False Dichotomy.

Customer Experience 124

Customer Experience Social Media Contact Center Sports 124

Eptica

DECEMBER 23, 2015

As consumers communicating with the contact center demand fast answers to their queries, so set expectations on what you are going to do, and by when, so that everyone knows what is going to happen. Get your timings right Linked to planning, make sure you get your timings right. Share this page on: Tweet.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 48

Eptica

MAY 8, 2019

He has thirty years’ experience in AI research, with a PhD from Carnegie Mellon University and his blog on Sina Weibo has over fifty million followers. 5 top priorities for today’s contact centers. The author, Kai-Fu Lee, is the former president of Google China and currently CEO of a Chinese VC firm that invests in AI.

Self Service 55

Self Service Chatbots Exercises Contact Center 55

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. What stood out to you?

Culture 40

Culture Contact Center Metrics Competitive Advantage 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. What stood out to you?

Culture 40

Culture Contact Center Metrics Competitive Advantage 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. What stood out to you?

Culture 40

Culture Contact Center Metrics Competitive Advantage 40

Eptica

FEBRUARY 6, 2019

Reviewing 2018 – our top 10 blog posts from the year. Categorie(s): Best Practice Trends & Markets Most industries today are radically different compared to 20 or even 10 years ago. Share this page on: Tweet. You might also be interested in these posts: The 4 barriers to meaningful consumer conversations.

Automotive 73

Automotive Social Media Contact Center ROI 73

Eptica

JANUARY 6, 2016

However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. In descending order the top 5 blogs were: 1. In descending order the top 5 blogs were: Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JANUARY 20, 2016

As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. Share this page on: Tweet.

Self Service 48

Self Service Customer Service CRM Contact Center 48

Eptica

JULY 29, 2016

Author: Dharmesh Ghedia In my previous blog I outlined how important knowledge is to successfully deliver customer service , and how to overcome the challenges of creating a centralized, multichannel knowledge base. Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. ” Depending on their answers, customers are put into three categories – promoters (scoring 9-10), passives (7-8), or detractors (0-6). How can you measure customer satisfaction? CRM , Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. August 25, 2021.

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score Effort Score 98

Eptica

MARCH 16, 2016

In a recent Forrester blog and podcast, analyst Maxie Schmidt-Subramanian outlines three ways that companies can introduce emotion-based metrics – and convince senior managers that emotion has an impact on the bottom line: 1. So, how can brands ensure they are taking emotion into account? Share this page on: Tweet.

Customer Experience 48

Customer Experience Contact Center Social Media Metrics 48