Vonage

MARCH 26, 2018

The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. Consider the ways a customer comes into contact your brand, and the emotions that may influence or result from each interaction. trillion in the U.S.,

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . Adrian Swinscoe .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Verint

AUGUST 17, 2017

The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement. Don’t Panic!”

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Verint

OCTOBER 17, 2017

In the contact center industry, the latest ripples of excitement are about artificial intelligence (AI) and the potential AI has to radically change customer service. While machine learning and AI continue to evolve, don’t overlook the multitude of great customer service solutions that are functional and deliverable today.

Contact Center 36

Contact Center Banking Industry Financial 36

Verint

OCTOBER 13, 2017

As fraudsters become more and more sophisticated, contact centers need to equip themselves with every advantage to outsmart them. At the same time, they have to protect the customer experience so that legitimate callers do not have to endure an authentication maze just to get something done. Sound too good to be true?

Contact Center 25

Contact Center Data Analytics Customer Experience 25

Verint

MARCH 22, 2017

However, millennials who work in a contact center may have an entirely different experience. Millennials, now the largest population segment, have grown up in this modern world and expect these technological conveniences in every aspect of their lives.

Contact Center 26

Contact Center Employee Engagement Engagement Technology 26

Verint

SEPTEMBER 1, 2017

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Contact Center 23

Contact Center Strategy Average Handle Time Technology 23

Verint

NOVEMBER 15, 2017

We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service.

Contact Center 31

Contact Center Customer Engagement Insurance Engagement 31

Verint

AUGUST 24, 2017

The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy. Not only do they “wow” the selected premium customers—they also promote the Porsche brand. Opportunity abounds. Help your organization soar!

Analytics 34

Analytics Customer Engagement Engagement Strategy 34

Verint

NOVEMBER 16, 2017

Leading enterprises recognize that the effective adoption and implementation of automation and artificial intelligence (AI) solutions within their customer engagement operations can be game-changing for the enterprise, potentially yielding higher revenue, lower operating costs and greater customer satisfaction.

Customer Engagement 32

Customer Engagement Engagement Strategy Wireless 32

Verint

FEBRUARY 27, 2017

Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive.

Contact Center 20

Contact Center Analytics Resources Customer Service 20

Calabrio

FEBRUARY 11, 2020

Calabrio developers work to continuously improve and expand our award-winning Calabrio ONE workforce engagement management (WEM) solution, which puts AI-driven insights at the fingertips of contact center users via a transformational design and embedded analytics. And that’s a big perk by itself.

Insurance 130

Insurance Innovation Contact Center Analytics 130

Verint

JUNE 6, 2017

The 4th annual Verint Executive Summit also took place during Engage, hosted by a partner and division COO from a global management consulting firm. The theme was holistic customer engagement —helping organizations empower their customers and employees through intelligence that can be shared enterprise-wide.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

ShepHyken

JULY 12, 2021

(Sharpen) Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company. Why would customers stay loyal to brands that are slow or can’t offer help? My Comment: When it comes to customer support and contact centers, the people at Sharpen CX are pretty sharp.

Customer Service 124

Customer Service Self Service Retail Entertainment 124

ShepHyken

DECEMBER 20, 2021

A good customer support experience drives loyalty. (We A cause or social issue contributes to the customer experience, especially with Gen Z. Proactive customer engagement from the contact center will turn reactive customer support agents into brand ambassadors. Customer Experience by Tyler Gallagher.

Customer Service 69

Customer Service Hospitality Contact Center Loyalty 69

Verint

AUGUST 3, 2017

Ventana Research is seeking customer analytics professionals to participate in a benchmark research survey designed to uncover organizations’ current and planned use of analytics on all things customer related—marketing, sales, service, contact center and customer engagement.

Analytics 43

Analytics Marketing Contact Center Survey 43

Think Customers

APRIL 14, 2015

Whether it''s the ability to see the full stream of transactions a customer has made with a company, the most recent channels they used to interact with the organization, or the feedback they''ve shared about their experiences in social media or with the contact center, there''s often one or more pieces that are missing from the customer picture.

Connections 40

Connections Social Media Customer Centricity Contact Center 40

Verint

JANUARY 16, 2018

In today’s customer care environments, a strong quality management (QM) system is crucial to moving customer engagement interactions to the next level of performance excellence. For many years, companies have used QM software and techniques to optimize their customer service operations.

Customer Engagement 34

Customer Engagement Engagement Effort Score e-support 34

Verint

OCTOBER 10, 2017

If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”. The place to start is the customer journey. The bolded items comprise the core elements of a complete customer engagement suite.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

Verint

OCTOBER 2, 2017

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. Consero Contact Center Forum. October 22–24; Coral Gables, Florida. destination CRM.com Webinar. October 25; Webinar.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Verint

JANUARY 8, 2018

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018. More than ever, the customer engagement center has become a focal point for automation and shared intelligence.

Trends 33

Trends Engagement Contact Center Customer Engagement 33

Verint

FEBRUARY 13, 2018

Engaging customers is no different. It’s the year when your approach to customer engagement can begin a monumental shift—in both process and technology—thanks to expanding innovation and the first waves of touted success using it. —remain essentially the same.

Customer Engagement 24

Customer Engagement Engagement Tips Innovation 24

Verint

NOVEMBER 21, 2017

This encompasses both the transactional technology, like enterprise applications, as well as functional areas— particularly the back office where the physical processes which fulfill customer requirements are centered and carried out. The contact center is no exception to this rule.

Omni-Channel 32

Omni-Channel Connections Contact Center Insurance 32

Verint

DECEMBER 5, 2017

As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number of trends are making it easier to link these two functions, including: In-sourcing previously outsourced contact center functions. The increase in channel digitization.

Contact Center 28

Contact Center Call Center Culture Trends 28

Verint

MAY 1, 2018

Customers from all over the world will convene for this annual event that highlights customer success, market trends, technology innovation, customer experience insights and best practices for simplifying, modernizing and automating customer engagement operations.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Verint

JANUARY 31, 2018

In my last post on automation and AI , I discussed how conversational AI-powered intelligent virtual assistants (IVAs) are generating a large amount of interest in the customer engagement industry. As a rule of thumb, for every contact center agent at an organization, there are typically three associates who handle back-office work.

Contact Center 39

Contact Center Insurance Healthcare Banking 39

Verint

JANUARY 17, 2018

Ongoing innovation in artificial intelligence technologies—such as machine learning, robotics and natural language processing—positions companies for accelerated growth by helping them modernize their customer engagement operations through greater automation.

Self Service 36

Self Service Innovation Airlines Competitive Advantage 36

Eptica

APRIL 5, 2016

15% of FTSE 100 companies did have someone on the board with a specific customer-focused remit as part of their role, but not as a CCO. Organizations therefore need explore how a CCO could help them win and retain customers, and boost revenues going forward. Share this page on: Tweet.

Chief Customer Officer 48

Chief Customer Officer Contact Center Analysis Customers 48

Verint

MAY 1, 2017

Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m. CX Sydney 2017. May 9; Sydney, Australia.

Customer Focused 27

Customer Focused Loyalty Culture Groups 27

Verint

DECEMBER 20, 2017

Paul Stockford, Chief Analyst, Saddletree Research, mentioned in a recent blog post that “the contact center industry will be all about automation” in 2018. Verint’s Customer Advisory Board (CAB) met earlier this month and the agenda included a session on automation, artificial intelligence (AI) and robotics.

Strategy 25

Strategy Contact Center ROI Training 25

Magellan Solutions

NOVEMBER 14, 2021

Where do you find an omnichannel contact center ? In our 18+ years of experience as an omni channel customer engagement solutions , we were able to interact with customers across these different channels, but not in the typical cohesive fashion. . Contact us for a quote on our omnichannel services today.

Omni-Channel 52

Omni-Channel Contact Center Customer Service Call Center 52

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. contact center industry, and likely the global contact center industry. contact center industry. For these individuals, automated scoring can be introduced to the contact center at their own pace.

Management 29

Management Contact Center Call Recording Employee Engagement 29

Integrity Solutions

JUNE 23, 2022

” As long as they’re taking a customer-focused approach and continuing to create value and fulfill needs, their customers should welcome hearing from them. Reinforce (or establish) the connection between customer service and sales. Is tech enabling or getting in the way of customer engagement?

Strategy 79

Strategy Sales Training Consulting 79

CSM Magazine

JANUARY 27, 2021

Kyle started out with the vision of improving the style and privacy of people’s homes with blinds and shades while putting customers at the heart of his business. The company has grown significantly since the early days of working out of a garage, but the customer-focused values remain the same.

Customer Satisfaction 52

Customer Satisfaction e-support Retail Policies 52

Customer Guru

AUGUST 8, 2018

Jay Baer the Founder of Convince & Convert, The New York Times bestselling author of six customer-focused books, global keynote speaker, and a digital expert. His vast experience in planning and implementing customer-focused strategies helps his clients achieve great customer experience, retention, and, in turn, customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130