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. Work at Home: Maximizing Your Returns.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? Alternatively, think of Amazon and their sprawling presence across both retail and media. That said, when issues arise, loyalty members seeking support don’t always turn to the contact center team first.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

NICE inContact

JUNE 11, 2019

But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos, online retailers, and banks.

Industry 136

Industry Self Service Customer Service Banking 136

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. This inevitably translates to higher contact volume in the customer care realm.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

ShepHyken

JANUARY 8, 2018

Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. Retail Customer Experience) As the new year arrives, it’s a great time to look ahead at what’s to come from those in the trenches. My Comment: The 2018 customer service and experience predictions continue to roll in.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority. One strike and you’re out.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Natalie Petouhof

FEBRUARY 21, 2016

examples: digital retail, supply chain, payments, omni-channel retail). Next Generation Customer Experience – Customers in the digital age demand seamless service throughout all lifecycle stages and across all channels. (examples: talent management).

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

Natalie Petouhof

MAY 27, 2016

Customer Experience IOT in the Automotive Industry-Upcoming. **. . • Experience Management: How to Deliver Integrated Customer Experiences. • How Rackspace Creates the Next-Generation Customer Experience. • The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels.

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

CSM Magazine

JANUARY 11, 2016

Here are five tips to help you use social media to take your customer service to the next level. Contact centers can no longer be viewed simply as cost centers. Investment is needed to integrate digital customer service but many organizations think that deploying a full omni-channel solution is complicated.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

Magellan Solutions

MAY 20, 2021

Customer Support Outsourcing. Multilingual Call Center Services. Omnichannel Contact Center. Types of communication of Magellan Solutions’ inbound call center process. The experience you give your customers makes up a huge part of your company brand. . Phone Answering Service.

Call Center 40

Call Center Social Media e-support Healthcare 40

ShepHyken

OCTOBER 20, 2017

Christopher Connolly is the vice president of solution strategy for Genesys , the global leader in omnichannel customer experience and contact center solutions. Read Shep’s latest Forbes Article: Walmart Moves From Traditional Retailer To High-Tech Innovator.

Call Center 86

Call Center Contact Center Omni-Channel Chatbots 86

Stella Connect

JUNE 15, 2017

Most retail brands embrace the concept of mystery shopping. No matter how much data these retailers collect, the most important questions remain unanswered: Are our in-store employees doing exactly what we expect? Click here to download our “Ultimate Mystery Shopping Checklist: 35 Survey Questions for Retail Brands.”).

ROI 40

ROI Measurement Brands Omni-Channel 40

Natalie Petouhof

DECEMBER 8, 2015

Tweet Often times, as a customer, you want to know a little bit more about what a company offers and when you find that information you want to be able to act on it. With the partnership between Verint and TimeTrade, customers will have more seamless omnichannel experiences for consumers. How Will This Partnership Work?

Consumers 40

Consumers Banking Company Omni-Channel 40

Kustomer

JUNE 27, 2022

Customer service software encompasses a range of tools that gather, organize, manage, analyze, respond to, resolve, and report on, as well as unify all aspects of a brand’s customer support. These tools can be curated and customized to achieve goals specific to your industry and business needs.

Software 98

Software Tools Customer Service Self Service 98

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kustomer

OCTOBER 4, 2021

You guys are offering the best CRM out there for omnichannel, but why is it that Kustomer is growing so quickly and this meteoric rise in your space? I think what it is, in the industry, there was kind of three elements that were distinct for so long, and I would say over 20 years where we had channels in the contact center.

Chatbots 105

Chatbots Contact Center Omni-Channel Consumers 105

Magellan Solutions

JULY 5, 2021

Eastvantage is a Euro-Filipino outsourcing firm that offers the following service to SMEs: Customer Care Support. They offer omni channel call center service for their clients from North America, Europe, the Middle East and the Asia Pacific regions. Customer Support. Omnichannel Support. Automotive.

Call Center 40

Call Center Company Omni-Channel e-support 40

Answer Dash

APRIL 17, 2020

Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your logo on a billboard to humming along to the hold music when they use your contact center. The next is that customer experience is all about journeys.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66