CSM Magazine

MARCH 11, 2021

Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults. Call spikes are probably the biggest challenge that contact centers face. Due to this predictability, a business can hire an outsourced team to help their contact center manage the high call volume when needed.

Contact Center 105

Contact Center Call Center Multi-Channel Culture 105

NICE inContact

SEPTEMBER 7, 2017

Customer expectations are fairy straight forward, as they use SMS / text on a daily basis. Expectations for response times are fairly high: if you plan to support SMS, then be prepared to get back to your customers within a minute or two. To them, SMS is just another convenient way to get into touch with you.

Contact Center 168

Contact Center Omni-Channel Interaction Customer Expectations 168

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

Contact Center 52

Contact Center Multi-Channel Management Omni-Channel 52

NICE inContact

SEPTEMBER 7, 2017

Customer expectations are fairly straight forward, as they use SMS / text on a daily basis. Expectations for response times are fairly high: if you plan to support SMS, then be prepared to get back to your customers within a minute or two. To them, SMS is just another convenient way to get into touch with you.

Contact Center 120

Contact Center Omni-Channel Interaction Customer Expectations 120

NICE inContact

JUNE 25, 2019

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. Brands have to remember that social media is a social space that’s inherently customer-centric.

Customer Expectations 136

Customer Expectations Customer Service Social Media Contact Center Software 136

InMoment XI

OCTOBER 31, 2023

They employ skilled agents who communicate with customers using to address their concerns, answer questions, or provide assistance. In essence, call centers bridge the gap between a business and its customers. These objectives should align with your organization’s broader business objectives and customer expectations.

Call Center 260

Call Center Strategy Management First Call Resolution 260

NICE inContact

JUNE 14, 2017

I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact conducted research on Omnichannel customer service experiences and results. Some other interesting findings were that 67% of customers prefer agent-assisted channels to self-service ones.

Omni-Channel 145

Omni-Channel Customer Expectations Self Service Meeting 145

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jim Iyoob, Chief Customer Officer at Etech Global Services. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CSM Magazine

OCTOBER 11, 2019

More and more businesses are taking the plunge and moving their contact centers from on-premise PBX to cloud phone systems. By 2020, 50% of call centers that don’t use cloud technology will have made the switch to cloud based phone systems. What are the benefits of moving to a cloud phone system for your contact center?

Contact Center 40

Contact Center System Multi-Channel Call Center 40

Joe Rawlinson

JUNE 1, 2016

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. Mobile Friendliness.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

BlueOcean

NOVEMBER 29, 2023

TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX). The highest performing companies will ensure these disciplines coexist, transforming their contact centers (and much of their business) to maximize their business outcomes. (If

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

NICE inContact

DECEMBER 21, 2015

With the increase of remote employees and QM often being outsourced in the contact center, traditional calibration may not be ideal, so develop an approach that is best for your organization. Agent empowerment is the new norm within many contact centers. Calibrate across all Channels. Include your agents.

Multi-Channel 120

Multi-Channel Contact Center Guidelines Customer Centricity 120

CSM Magazine

OCTOBER 10, 2023

The research revealed that 88% of customers agreed with this statement and that 43% of them still prefer non-digital channels. Many of Calabrio’s customers have done just that, reducing wrap-up time by as much as 80% and AHT by 20%. Just be sure to update your WFM strategy as you add new channels, agents and technology.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

CSM Magazine

JUNE 8, 2023

TCC plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid-working in a multi-channel customer service environment. About Calabrio Calabrio is a trusted ally to leading brands.

Company 52

Company Multi-Channel Contact Center Customer Centricity 52

NICE inContact

JULY 24, 2019

Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. And companies are starting to invest in supporting these agent-assisted and self-service digital channels.

Self Service 137

Self Service Consumers Contact Center Omni-Channel 137

NICE inContact

JUNE 27, 2019

As a multi-industry manufacturing company, Honeywell develops solutions around energy and efficiency. The company determined that customer experience excellence could be the catalyst for many of the business transformations it wanted to achieve.

Net Promoter Score 136

Net Promoter Score Virtual Call Center Contact Center Call Center 136

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Net Promoter Score 149

Net Promoter Score Effort Score Contact Center Omni-Channel 149

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. Studies show I am not alone in this preference.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. Studies show I am not alone in this preference.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NICE inContact

MAY 24, 2016

For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. Voice of the Customer is a multi-faceted process to learn more about your customers. Are customers expecting something that you aren’t currently providing? Customer Service and Contact Center Input.

Feedback 131

Feedback Survey Multi-Channel Social Media 131

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Net Promoter Score 120

Net Promoter Score Effort Score Contact Center Omni-Channel 120

COPC

APRIL 13, 2022

Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. Customer support plays a significant role in how customers feel about an organization. Part of excellent customer experience management involves effective channel strategy.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Multi-Channel 52

NICE inContact

JUNE 26, 2019

The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with. One top demand is for true omnichannel customer service , no matter the channel. Sounds reasonable, but how confident are businesses about their ability to meet these expectations?

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

NICE inContact

JULY 5, 2019

Chatbots are a kind of silver bullet to fulfill the needs of today’s demanding digital customers. Let’s take a closer look at 5 reasons customers love AI-driven chatbots. 1) Customers expect self-service options. And even if the bot can’t solve the problem, the customer knows they’re being taken care of.

Chatbots 139

Chatbots Self Service Contact Center Social Media 139

NICE inContact

OCTOBER 21, 2019

When Vera Bradley refocused and listened to customers, zeroing in on important KPIs and overhauling its chat approach, the evolving chat journey was put back on its tracks that led to Vera Bradley’s very successful strategy today. The abandonment rate today, by the way, is less than 5 percent, and productivity has improved by 10-15 percent.

Abandon Rate 120

Abandon Rate Contact Center Omni-Channel Trends 120

NICE inContact

AUGUST 2, 2019

Most customers expect a self-service option on websites, and they want speed combined with personalization. The fact that live chat is a real-time engagement channel makes this possible. Key takeaway: Live chat delivers a service that customers want and helps agents work more efficiently at a lower cost than other channels.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

Interactions

DECEMBER 3, 2020

Technology has the power to make or break a business, especially contact center technology. Imagine this: a potential customer calls your brand because they are interested in purchasing your product or service, but is having trouble navigating the website. One customer? Don’t believe us? Not a huge deal.

Chatbots 62

Chatbots Self Service Multi-Channel Contact Center 62

Interactions

JUNE 10, 2022

Today, automation in the contact center is a necessity. Customers are busy and self-service provides a fast and efficient way for them to get things done. In our recent survey, customers noted that when using an automated system, they see benefits such as: The convenience to get tasks done when they want to take care of them.

Self Service 62

Self Service System Consumers Multi-Channel 62

Brad Cleveland Blog

MAY 10, 2016

The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver.

Contact Center 26

Contact Center Management Customer Expectations Multi-Channel 26

NobelBiz

JANUARY 25, 2021

Measuring your contact center performance is the first cornerstone of your outbound campaign. In order to build an efficient and satisfying customer relationship with your customers, Choosing key performance indicators adapted to your customer service activity is a crucial element to your success.

Net Promoter Score 52

Net Promoter Score Customer Service Effort Score Contact Center 52

Brad Cleveland Blog

MAY 10, 2016

The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver. Collectively, they have invested billions in equipment, networks and software.

Contact Center 21

Contact Center Management Software Training 21

NICE inContact

AUGUST 2, 2019

Most customers expect a self-service option on websites, and they want speed combined with personalization. The fact that live chat is a real-time engagement channel makes this possible. Key takeaway: Live chat delivers a service that customers want and helps agents work more efficiently at a lower cost than other channels.

Technology 120

Technology Customer Service Omni-Channel Self Service 120

Brad Cleveland Blog

MAY 10, 2016

The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver. Collectively, they have invested billions in equipment, networks and software.

Contact Center 20

Contact Center Management Software Training 20

Vonage

MAY 11, 2016

I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey. At Vax, we recognise that time is important to our customers and being easy to do business with; an effortless experience is what customers expect.

Multi-Channel 60

Multi-Channel Customer Experience Competitive Advantage Effort Score 60

NobelBiz

JANUARY 31, 2022

Customers in 2022 expect to connect with your contact center via a variety of communication methods in a fluid, undifferentiated manner. Furthermore, to increase the efficiency and relevance of multi-channel request processing, you must assist your agents, as well as your clients, by providing them with a knowledge base.

Knowledge Base 52

Knowledge Base Contact Center How To Omni-Channel 52