NICE inContact

DECEMBER 21, 2015

This process validates the effectiveness of individuals evaluating agent performance and improving customer service. 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.

Multi-Channel 120

Multi-Channel Contact Center Guidelines Customer Centricity 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. Planning an Effective Customer Service Channel Strategy.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Multi-Channel 52

Magellan Solutions

MARCH 14, 2023

million Filipinos are currently employed in the industry (Contact Center Association of the Philippines (CCAP)). No wonder the call center industry remains to be the ‘sunshine industry’ through the years. In some call center companies, they don’t regard contact center efficiency savings as a “nice to have”.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

NobelBiz

JULY 31, 2023

Call queueing is the heart of modern customer communication, orchestrating a well-organized waiting system that ensures no customer is left unheard. Imagine it as a virtual queue at your favorite coffee shop, where each customer patiently waits for their turn to be served.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Magellan Solutions

AUGUST 4, 2021

million Filipinos are currently employed in the industry (Contact Center Association of the Philippines (CCAP)). No wonder the call center ph industry remains to be the ‘sunshine industry’ through the years. . Tight budgets have been a perennial problem for contact centers, thanks to the high costs associated with staffing them.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 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

CSM Magazine

MARCH 22, 2024

The flip side to the technological advancements in the contact center industry is the rising tide of scams specifically engineered to target their vulnerabilities. Account Takeover Attempts An increasingly common scam involves attempts to take over customer accounts through contact centers.

Contact Center 52

Contact Center Multi-Channel Financial System 52

Eptica

JULY 8, 2016

First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior. We live in a multi-channel world Across all demographics, customers are using a wide array of channels to interact with brands.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Avaya

JUNE 3, 2016

The buzzword in Customer Service and Contact Centers over the past few years has been omni-channel. Omni-channel supposedly stands for a singular, high-quality personalized experience that a customer has with a brand that occurs regardless of where or what device the customer is using to get service.

Omni-Channel 40

Omni-Channel Multi-Channel Social Media Contact Center 40

Verint

OCTOBER 23, 2017

Here are some ROI examples from Verint customers who have driven results at their organizations: Back office automation improves efficiency at a financial services firm by 10% in 18 months, saving $1.5M.

ROI 51

ROI Customer Engagement Engagement Banking 51

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

NICE inContact

AUGUST 1, 2019

Develop a character with a distinct style and stick with it because if you start mixing different speaking styles, your customers will feel like they’re interacting with some random customer service rep instead of the chatbot you’ve spent hours developing. You can personalize the chatbot’s messages with a customer’s name.

Chatbots 136

Chatbots Video Banking Financial 136

Kustomer

APRIL 16, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Vikas Bhambri, Senior Vice President of Sales and CX at Kustomer, joins Gabe Larsen in discussing how both human customer service agents and artificial intelligence (AI) are mutually beneficial in the development of real and positive customer experiences.

Customer Experience 52

Customer Experience How To Contact Center Airlines 52

NobelBiz

OCTOBER 9, 2023

In the dynamic and ever-evolving world of call center management, owners and operations managers face a myriad of challenges that demand their attention and expertise. From the constant quest to deliver exceptional customer service to the intricate balancing act of optimizing team performance, this realm is a labyrinth of complexities.

Call Center 52

Call Center Contact Center Management Contact Center Software 52

Kustomer

NOVEMBER 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Randall King from Conduent to teach new CX leaders how to navigate large-scale transformation. Listen Now: Listen to “Transforming the Customer Experience One Person at a Time | Randall King” on Spreaker.

Customer Experience 104

Customer Experience Omni-Channel Customers Customer Journeys 104

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

Brad Cleveland Blog

JUNE 2, 2016

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries.

Financial 26

Financial Industry Customers Self Service 26

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Author: Michael Cheung At a time when brands face an increasing volume of customer service interactions , across more and more channels, some may feel tempted to question whether they will ever get on top of delivering the service that consumers want.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Brad Cleveland Blog

JUNE 2, 2016

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article.

Financial 22

Financial Industry Customers Self Service 22

Brad Cleveland Blog

JUNE 2, 2016

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article.

Financial 20

Financial Industry Customers Self Service 20

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. Confirmit. We want companies to believe they can be VoC heroes.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Comm100

FEBRUARY 6, 2018

Business Seeks All-in-One Customer Service Software. Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels. DataCar CRM : Allows for appointment scheduling, activity reports, multi-channel marketing, and more.

Software 104

Software Customer Engagement Engagement Omni-Channel 104