Talkdesk

JULY 1, 2020

Many customers prefer and expect different digital communication channel options depending on the context. It may be most convenient to text while in the doctor’s waiting room or to email customer service when there’s a more complex issue. add voice to chat) as needed to solve customers’ issues.

Contact Center 118

Contact Center Omni-Channel Multi-Channel Social Media 118

Avaya

JANUARY 3, 2017

When it comes to customer service, it seems that change is the only constant. I know you’ve heard it all before; how single channel service evolved into multi-channel service evolved into omni-channel service. From Servicing Channels to Channeling Your Customers.

Multi-Channel 52

Multi-Channel Omni-Channel Travel Customer Journeys 52

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. You’ve probably heard contact center system vendors touting their ability to provide real-time feeds of data. Here’s what he said.

Data 264

Data Contact Center Multi-Channel System 264

NobelBiz

JUNE 6, 2021

Every company should model its customer journey in order to better understand its consumers and grow. It’s the most effective approach to keep track of every client encounter, from the initial contact to product or service delivery. A customer journey map can come in a variety of shapes and sizes.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Touchpoint 52

Magellan Solutions

NOVEMBER 10, 2021

Your handy guide to the differences between contact center and call center in customer support outsourcing. In regards to customer support outsourcing , people often cannot distinguish the difference between a contact center and a call center. Contact Center Versus Call Center: Which is Which.

Call Center 52

Call Center Contact Center Omni-Channel Self Service 52

InMoment XI

DECEMBER 7, 2023

Customer-centric companies are 60% more profitable than companies that don’t focus on customers. As your organization starts your customer experience management efforts, you need to consider how to measure it. Customer Satisfaction Score (CSAT) Customer Satisfaction Score (CSAT) is the most popular transactional metric.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

TechSee

AUGUST 26, 2020

However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. Omnichannel is also limited in its focus, considering only the relationship between the company and the customer, without factoring in employee experience. Empower independence.

Customer Journeys 124

Customer Journeys Self Service Effort Score Omni-Channel 124

CSM Magazine

JANUARY 31, 2018

The customer experience industry is changing at an unprecedented pace and businesses must prepare for dynamic developments throughout the coming year. This year, businesses should echo this technique in order to enable a more enhanced customer journey, reduced costs, improved efficiencies and far better consumer insight.

Contact Center 60

Contact Center Trends Multi-Channel Wireless 60

NobelBiz

APRIL 27, 2021

Overall, retaining existing customers is much more lucrative than attracting new ones. As a result, engaging in contact center solutions and technologies yields significant returns for companies. But the questions remain, how do you keep your customers happy? How can a contact center solution enhance customer loyalty?

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. We’ll show customer-focused companies our latest innovations. Each demo shows multi-touch channels in action. Done and fun!

Contact Center 54

Contact Center Omni-Channel Customer Journeys Multi-Channel 54

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. MX gives customers a greater degree of choice over how they interact with a brand.

Self Service 207

Self Service Multi-Channel Contact Center Touchpoint 207

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. You’ve probably heard contact center system vendors touting their ability to provide real-time feeds of data. Here’s what he said.

Data 147

Data Contact Center Multi-Channel System 147

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes.

Software 98

Software Tools Customer Service Self Service 98

NobelBiz

JANUARY 10, 2021

Mobility, flexibility, automation… the development of chatbots is the inevitable result of a ten-year technological convergence that has swept across all companies and contact centers. What are its advantages for contact centers? Why do call centers need a chatbot? Do Chatbots Improve the Customer Experience?

Contact Center 52

Contact Center Chatbots Virtual Agent Call Center 52

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape.

Omni-Channel 55

Omni-Channel Contact Center Multi-Channel Call Center 55

ijgolding

MARCH 22, 2017

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. Multi-national food & beverage corporations like The Coca-Cola Co. In fact expectations of customer service are increasing every day. and Pepsi Co.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

NICE inContact

SEPTEMBER 13, 2016

“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. This is one of our favorite quotes from a leading analyst in the contact center space. See if it sparks you to rethink your weakest channel. Think about your voice channel: is it your weakest?

Self Service 203

Self Service Customer Service Contact Center Omni-Channel 203

ShepHyken

SEPTEMBER 23, 2022

Today’s consumers tend to turn to the likes of Google, YouTube, or Twitter as the first point of contact when trying to reach customer services. Knowing where customers are turning to for help is important. Using this knowledge to deliver a first-class experience will keep customers satisfied and build brand loyalty.

Self Service 79

Self Service Customer Experience Multi-Channel Contact Center 79

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. And so in the next slide, Nate Brown is the co-founder of CX Accelerator.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 48

NICE inContact

AUGUST 6, 2019

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. 2) Adding support for digital messaging and real-time channels.

Self Service 159

Self Service Omni-Channel Contact Center Fashion 159

NICE inContact

AUGUST 6, 2019

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. 2) Adding support for digital messaging and real-time channels.

Self Service 136

Self Service Omni-Channel Contact Center Fashion 136

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

NICE inContact

JUNE 18, 2019

At NICE inContact, we’re always thinking about digital customer service. We love finding ways to make customers happy and helping businesses raise the bottom line while doing it. We’ve looked at the trends, we’ve listened to customers, and now we’ve put our key learnings together. Customers are less patient than ever.

Customer Service 136

Customer Service Omni-Channel Net Promoter Score Social Media 136

BlueOcean

SEPTEMBER 14, 2016

In a world fueled by technology and a culture plagued by busy-ness, where many people turn to texting and instant messaging as their first and fastest route of communication, it makes sense why live chat is a growing channel for customer support. Understanding Where Live Chat Falls in the Customer Journey.

Multi-Channel 120

Multi-Channel Contact Center Knowledge Base Customer Journeys 120

TechSee

JULY 14, 2021

Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex , the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks. John Caroll , CEO at Service Council, an industry leader in customer service.

Self Service 207

Self Service B2B Video Contact Center 207

Kustomer

OCTOBER 28, 2022

Modern customer service looks very different from prior decades. Customers gravitate toward brands that have differentiated customer service, leaving those that don’t in the dust. With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Clarabridge

FEBRUARY 19, 2019

And as the avenues to engage with customers continue to expand, you will want to be accessible and ready to serve on these new channels. Research indicates that customers who start and end service requests using digital channels have a satisfaction rate that is significantly higher than those using traditional channels.

Multi-Channel 40

Multi-Channel Customer Service Contact Center Chatbots 40

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. It is stressful for consumers buying last minute presents or chasing up a missing delivery, but it is also stressful for the staff in stores and contact centers with the many customer enquiries that follow the season.

Customer Service 48

Customer Service Multi-Channel Self Service Social Media 48

NobelBiz

FEBRUARY 18, 2023

For customers, making a phone call is the simplest and quickest way to obtain information or a resolution to a problem. However, from a customer service point of view, the phone call might be inconvenient. If the telephone is the initial point of contact for the client, it might create a set of customer friction points.

How To 52

How To Omni-Channel Multi-Channel Call Center 52

NobelBiz

SEPTEMBER 6, 2022

Recruit the right call center agents, improve communication, provide continuous training, use a unified call center solution and more. Read on to find the best strategies to reduce call center agents’ attrition. First, it is paramount to view the tedious work for the contact center agents.

Call Center 52

Call Center Contact Center Multi-Channel Training 52

NobelBiz

FEBRUARY 22, 2023

For customers, making a phone call is the simplest and quickest way to obtain information or a resolution to a problem. However, from a customer service point of view, the phone call might be inconvenient. If the telephone is the initial point of contact for the client, it might create a set of customer friction points.

How To 52

How To Omni-Channel Multi-Channel Wait Times 52

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. While this may seem daunting, there is no better time than the present to get started on the customer journey.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. While this may seem daunting, there is no better time than the present to get started on the customer journey.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

NobelBiz

JANUARY 5, 2021

The digitalization of customer service is a key issue identified by many companies to retain new clients. Today, it is vital to offer accurate services while maintaining a simple and fluid customer experience. Increased Performances Implementing an IVR at the core of a contact center ensures efficiency.

Call Center 52

Call Center Contact Center Wait Times Omni-Channel 52

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Self Service 64

Self Service Customer Experience Multi-Channel Call Center 64