Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

Contact Center 78

Contact Center Strategy Omni-Channel Social Media 78

Call Experts

JULY 28, 2022

Contact center support is a vital part of any business. A contact center can help save you time and money while delivering outstanding service to your customers. The right contact center will improve customer satisfaction , which leads to increased sales and profitability.

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52

NobelBiz

FEBRUARY 14, 2023

To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. Thus, the need of a 360-degree customer viewpoint. The data usually includes information such as customer demographics and purchase history.

Contact Center 52

Contact Center Customer Journeys CRM Social Media 52

NobelBiz

FEBRUARY 14, 2023

CRM strategies involve using technology to store and analyze customer data and automate and streamline sales and marketing processes. In a contact center, facilitate managing the large volume of daily customer interactions by using essential CRM strategies. This can lead to increased customer loyalty and repeat business.

Contact Center 52

Contact Center CRM Measurement Strategy 52

Calabrio

NOVEMBER 18, 2015

Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Contact center agents are at the forefront of addressing client needs and have a direct and profound impact on customer experiences.

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

Calabrio

FEBRUARY 16, 2017

According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Lumoa

JUNE 23, 2021

While the proliferation of handheld devices has a lot to do with the inflated expectations of customers, it is also natural. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Calabrio

FEBRUARY 16, 2017

According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Calabrio

FEBRUARY 16, 2017

According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

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 105

Contact Center Report Customer Journeys Customer Centricity 105

Upstream Works

SEPTEMBER 24, 2019

It can also take the form of real-time contact center data like queue information, agent state, interactions in progress, and SLA adherence. Other relevant data can come from traditional sources like product transactions, financial records, and customer satisfaction surveys.

Customer Engagement 60

Customer Engagement Engagement Contact Center Social Media 60

SaleMove

JULY 8, 2020

The post The Times They Are a-Changing: Talent in the Contact Center Part 4: The Research Team appeared first on Glia Blog | Digital Customer Service Explained.

Contact Center 52

Contact Center Virtual Agent Survey Report 52

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. This omnichannel approach gives companies a chance to have a one-to-one conversation with customers on their chosen platform.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78

SaleMove

JULY 8, 2020

In today’s contact center, employees use statistics from ACD reports, quality surveys, and staffing systems to adjust routing rules, suggest agent coaching programs, and adjust staff schedules. However, to be successful in the increasingly competitive game of customer delight, a different approach is necessary.

Contact Center 58

Contact Center Analytics Trends Sports 58

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 48

Contact Center Self Service Net Promoter Score Call Center 48

CSM Magazine

JUNE 25, 2019

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. Once the survey has been created, users are able to invite customers to the survey immediately after their experience.

Contact Center 40

Contact Center Connections Feedback Measurement 40

InMoment XI

MARCH 5, 2024

Customer reviews can either elevate your brand by increasing consumer trust and brand reputation, or they can deter potential customers away from your business. Customers who speak with contact center agents often provide key pain points that they need to be able to identify.

Data 260

Data Customer Experience Social Media Analysis 260

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. To help contact centers provide that, here are three ways to rethink digital CX.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. For customers to remain loyal they need to feel satisfied and valued.

Contact Center 78

Contact Center Self Service Chatbots Analysis 78

Kayako

OCTOBER 18, 2017

Live chat can keep customers returning and attract prospective customers. How live chat customer engagement can grow your business. We conducted a survey of 1000 consumers , asking about their live chat experiences. Maximize sales and engagement with proactive engagement.

Customer Engagement 132

Customer Engagement Engagement Ecommerce Consumers 132

TechSee

JANUARY 26, 2021

This customer service trend is led by increasing remote work capabilities, people seeking new employment opportunities, and customers preferring alternate service channels. People seeking additional income in remote work without long-term obligations will enable contact centers to leverage the ability of gig economy agents.

Trends 124

Trends Customer Service Contact Center Financial 124

Talkdesk

FEBRUARY 2, 2018

Customers are unwilling to make that sacrifice. They absolutely do expect speedy, frictionless interactions that produce resolutions on the first contact. CCW Digital’s recent consumer preferences survey confirms “first contact resolution,” “fast resolutions” and “low wait times” as three of the top five customer demands.

Contact Center 40

Contact Center Net Promoter Score Average Handle Time Customer Centricity 40

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

Verint

OCTOBER 23, 2017

Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? The organization introduced text analytics and speech analytics to analyze more than 11,000 calls and customer comments from customer satisfaction surveys.

ROI 51

ROI Customer Engagement Engagement Banking 51

SaleMove

JULY 29, 2019

This is the first installment of a blog series that examines the trends driving the transformation, reviews how people work in today’s contact center, and explores what you should do now to staff the contact center of tomorrow. Start Swimming. “ You better start swimmin’ or you’ll sink like a stone.”

Contact Center 40

Contact Center Self Service Analytics Sports 40

Comm100

NOVEMBER 23, 2022

We know that among customer service trends in 2023 and beyond, customers will increasingly expect personalized service. Omnichannel customer engagement software offers a solution. Omnichannel platforms connect every channel together so agents gain a 360-degree view of every customer they speak.

Trends 215

Trends Customer Service Chatbots Omni-Channel 215

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. Going into 2023, contact volumes are going to remain high.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

Experience Investigators by 360Connext

MARCH 23, 2021

It’s shockingly easy, in today’s business environment, to never actually interact with customers. Web sites are designed, invoices are sent, and even customer feedback surveys are requested, but everything is so wonderfully automatic! Survey results and behavioral analytics only tell you some of the story.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Workflow automation is an important contact center use case for AI.

Virtual Agent 78

Virtual Agent Trends Self Service Customer Experience 78

CSM Magazine

APRIL 19, 2024

Gathering Customer Information A key feature of CX software is its capacity to gather customer data at various touchpoints throughout the customer journey. This thorough understanding enables companies to provide customized experiences that resonate with their customers, ultimately strengthening relationships overall.

Interaction 59

Interaction Software Engagement Net Promoter Score 59

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

Forrester's Customer Insights

JANUARY 30, 2023

When I first joined Forrester, I looked at the results from our annual Customer Experience Benchmark Surveys and saw that three customer service drivers kept coming up as some of the most influential drivers in a customer’s perception of CX quality: Did the agent answer all of my questions?

Contact Center 26

Contact Center Survey Customer Service Customer Experience 26

Playvox

MAY 26, 2021

If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue. As more contact centers explore implementing cross-selling and upselling, they’re finding very little information on how to do it successfully. To solve that issue, Playvox recently fielded a survey of U.S.-based

Contact Center 92

Contact Center Customer Service Representative Culture Metrics 92