NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. Is Cloud Contact Center the New Normal?

Contact Center 120

Contact Center Connections Conference Case Study 120

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. The outsourcing contact center market is becoming more competitive. WFH Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

Contact Center 84

Contact Center Self Service Contact Center Software B2C 84

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Call Center Management Gamification 52

Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series.

Contact Center 65

Contact Center Culture Conference Call Center 65

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.

Virtual Agent 98

Virtual Agent Contact Center Management How To 98

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls. The Rise of Visual.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Interactions

JUNE 13, 2019

However, with the right technology, ROI and cost efficiencies can be just as transformational as an IVAs impact on customer care. What does it mean for a contact center to be efficient? Broadly speaking, it’s creating experiences for customers that are both quick and productive.

ROI 63

ROI Contact Center Chatbots Survey 63

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

Confirmit

FEBRUARY 20, 2017

As the face of your company, the contact center represents an exceptional opportunity to capture the Voice of the Customer and drive improvements that hit the bottom line. You'll learn: How to apply a proven model to calculate ROI for a customer care contact center.

Contact Center 40

Contact Center Customer Experience ROI Customer Care 40

Natalie Petouhof

FEBRUARY 9, 2016

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. that timeline could be weeks or months.

Customer Care 40

Customer Care ROI Training Report 40

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.

Virtual Agent 52

Virtual Agent Contact Center Management How To 52

BlueOcean

OCTOBER 23, 2019

Cost Factors in Major Urban Centers . In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. The More Affordable Alternative.

Customer Service 136

Customer Service Contact Center Transportation Customer Care 136

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Centricity 54

Customer Centricity Customer Care Metrics Social Media 54

Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

ROI 40

ROI Report Self Service Customer Service 40

Stella Connect

MARCH 8, 2018

Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. Craig Barnes, SVP of Customer Care, Williams-Sonoma. Following an initial pilot, the company implemented the full rollout of Stella Connect across its contact center team.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016. Craig Barnes, SVP of Customer Care, Williams-Sonoma. Following an initial pilot, the company implemented the full rollout of Stella Connect across its contact center team.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. Customer care extends far beyond the traditional call center. Costs of Investment.

ROI 45

ROI Social Media Airlines Customer Service 45

BlueOcean

MARCH 30, 2018

Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outsourcing takes a more central role in your go-forward plan? We can’t take an RFP template that was written for manufacturing and use it verbatim for sourcing a contact center.

Contact Center 184

Contact Center Customer Journeys Hospitality Culture 184

Natalie Petouhof

OCTOBER 19, 2016

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. phone, tablet, email, chat, text, website, Facebook, other social networks).

Contact Center Software 40

Contact Center Software Contact Center Software Self Service 40

Lithium

SEPTEMBER 29, 2022

The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. This is how a brand does stellar customer engagement. For customer Care, it’s quite simple. All of these turn directly into cost savings and higher ROI by deflecting calls to your contact center.

Hospitality 52

Hospitality Brands Travel Airlines 52

BlueOcean

DECEMBER 13, 2022

In other words, a loyalty program (and loyalty in general) is inextricably tied to your customer experience and, therefore, to your customer care program. That said, when issues arise, loyalty members seeking support don’t always turn to the contact center team first. Today’s consumers want self-serve options.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Stella Connect

JUNE 15, 2017

If your employees are complying with brand standards 100% but your customers aren’t satisfied, what’s the problem? Do the standards even reflect what customers care about? Then there’s the customer journey itself, which often involves multiple channels. Mystery shopping alone can’t tell you that.

ROI 40

ROI Measurement Brands Omni-Channel 40

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Join 5000+ customer care professionals online for a virtual event that is purpose-built to propel your business into the future of customer service.

Self Service 52

Self Service Customer Service Customer Experience Case Study 52

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. The process!

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

GlowTouch

DECEMBER 10, 2020

Did you know… that one of the fastest-growing career fields is Customer Success Manager? This reflects the increased emphasis on the user experience and personalization across virtually every industry for whom customer care is a vital function. By necessity, most organizations had to adopt some measure of working from home.

Trends 52

Trends Customer Service Self Service Contact Center 52

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. So, let me share some insights into some recent customer service journey experiences I’ve had with organizations where AI and the cultural/people integration are being (or not) applied. I tried that to no avail.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Think Customers

JUNE 1, 2021

And RPA can help employees across the board in an organization: customer care, sales, finance, HR, supply chain, IT, and procurement. The purpose of automation isn’t to phase out humanity; it’s to make people better at what they do and deliver great customer experiences.

Contact Center 52

Contact Center Automotive Hospitality Insurance 52

GlowTouch

SEPTEMBER 6, 2019

GlowTouch has deep expertise in customer care and technical support. On average our clients see a 177% ROI on every dollar they spend with us and a consistent increase in first call resolution and customer satisfaction. GlowTouch to Attend Women’s Business Enterprise Strategic Conference in Tucson, AZ in September.

Conference 40

Conference Contact Center First Call Resolution Return on Investment 40

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

COPC

APRIL 27, 2020

When it comes to this global pandemic, contact centers pose a unique set of challenges. News of outbreaks within call centers was a part of the COVID-19 story from very early on. Keeping your focus on improvement of the customer experience will lead to a more efficient contact center with reduced costs.

Contact Center 52

Contact Center Competitive Advantage Call Center Course 52

TechSee

JULY 24, 2018

This approach enables the enterprise to engage him in a personal way, ensuring that his needs are met at every stage of the customer journey. According to the Harvard Business Review , personalization can deliver five to eight times the ROI on marketing spend and can lift sales by 10% or more.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

Verint

OCTOBER 2, 2017

Verint’s Jon Allen, general manager, communities, will present “Redefining ROI: Win BIG with Social Communities” on October 19 at 6:30 p.m. Attendees will learn why it’s critical not to gamble with customer relationships and how to measure return on interaction by effectively listening to the voice of customers.

Analysis 30

Analysis Contact Center Customer Service Omni-Channel 30

CSM Magazine

AUGUST 22, 2019

“The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. We all have at least one thing in common – we’re passionate about Customer care. The board includes: EVP, Global Customer Care, Mastercard. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Natalie Petouhof

APRIL 26, 2016

What’s interesting – and if you follow me, you know I am an ROI gal – is that GM was able to trace their social interactions to actual car sales. This new case study shows the depth and strength of how GM is taking advantage of what social media can provide to the business.

Social Media 40

Social Media Self Service Engagement Case Study 40

CustomerSuccessBox

APRIL 19, 2022

This enables marketers to rise above opens and clicks and connect campaign performance to customer experience goals and business objectives such as revenue, cost, and retention. Customer Care and Customer Service Team. Scaling success within Customer care and service effort is a nerve-wracking deal.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

Natalie Petouhof

MARCH 10, 2016

Tweet New Call Tracking For Digital Marketing – Well if you thought the only people who cared about phone calls to brand were people in the contact center, then you may be surprised by DialogTech’s new solution. However, often times those “marketing” type calls go to the contact center.

Marketing 40

Marketing Contact Center ROI Advertising 40