Vonage

APRIL 30, 2019

The writing is on the wall regarding CX – but most businesses are saddled with the Contact Center that Time Forgot. AI is the top trend among CIOs in 2019, and 80 percent of organizations want to use chatbots by 2020, according to Gartner – even as customers clamor for more human contact. Do you know how to end IVR horrors?

Infographics 213

Infographics Contact Center Chatbots Course 213

NobelBiz

SEPTEMBER 5, 2023

In both inbound and outbound contact center operations, the connection rate is the vital pulse that fuels performance. Christian Montes, Executive Vice President Client Operations @NobelBiz Factors Affecting Connection Rate Several factors impact the connection rate in contact centers.

Contact Center 59

Contact Center Connections Call Center Telecommunications 59

Calabrio

MAY 3, 2017

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. For CMOs, here are five reasons the contact center should be marketing’s new best friend. It’s time to widen the VoC lens.

Contact Center 174

Contact Center Meeting Infographics Advertising 174

Call Experts

JULY 22, 2021

A contact center will use business call routing to create the optimal customer experience for your company with minimal involvement from you or your team. We have a few questions for you, especially if you don’t have a contact center partner: . Download our infographic on the cost of a missed call here.

Contact Center 52

Contact Center Self Service Infographics Training 52

Calabrio

MAY 3, 2017

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. For CMOs, here are five reasons the contact center should be marketing’s new best friend. It’s time to widen the VoC lens.

Contact Center 100

Contact Center Meeting Infographics Advertising 100

Calabrio

MAY 3, 2017

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. For CMOs, here are five reasons the contact center should be marketing’s new best friend. It’s time to widen the VoC lens.

Contact Center 100

Contact Center Meeting Infographics Advertising 100

NobelBiz

JANUARY 3, 2024

This article delves into these trends, offering insights and strategies for outbound call centers to stay ahead in an increasingly competitive environment. Hosted by Carl Stuerke, a seasoned Contact Center Software Consultant, alongside industry experts Michael McGuire and Brad Butler, boasting 30 years of combined experience.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

Uniphore

JANUARY 4, 2022

Infographics. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. CX and Contact Center Leaders. Conversational AI Platform. U-Self Serve. Case Studies. White Papers. Conversational AI. Emotion AI. Speech Analytics. Our Mission. Board of Directors.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

BlueOcean

JANUARY 20, 2022

Most contact centers evolved to be able to deliver effective, scalable work-at-home models over the past two years, which begs the question: does location still matter? At the very least, you should consider how cost-effectiveness, business continuity, and the local talent market intersect in your contact center location strategy.

Contact Center 156

Contact Center Customer Care Infographics Sports 156

BlueOcean

SEPTEMBER 28, 2017

When you think of a call center, the last thing you’d associate it with is baseball. But for those of us who work in contact center workforce management (WFM), the connections are obvious. When you partner with an outsourced contact center, you play a key role in getting your team in the best position for a championship win.

Contact Center 74

Contact Center Management How To Call Center 74

BlueOcean

MARCH 13, 2020

The Fundamental Guide to the Contact Center RFP. The 10 Most Important Contact Center RFP Questions – an Infographic. We put together this handy infographic with the top 10 RFP questions for finding the perfect outsourced partner. 51 New Contact Center RFP Questions. Read more here.

Customer Care 156

Customer Care Resources Contact Center Infographics 156

BlueOcean

FEBRUARY 10, 2021

The 10 most important contact center RFP questions haven’t changed. In fact, you’ll find below an infographic we put together in recent years to serve as a handy guide for crafting your own RFP. We’ve added 10 bonus pandemic RFP questions in an accompanying infographic below. Listen to the audio or read the article.

Contact Center 156

Contact Center Infographics Customer Care Customers 156

CX Accelerator

FEBRUARY 2, 2020

Infographic Courtesy of Erica Marois. Jeremy Watkin is a CX leader, contact center veteran, and Product Marketing Manager at 8X8. Better yet, let’s keep this discussion going in the CX Accelerator Slack community.

Customer Experience 320

Customer Experience Customer Journeys Tourism Study 320

Uniphore

NOVEMBER 11, 2021

For years, contact centers have relied on post-call surveys and audits to measure customer experience, satisfaction, and agent performance—with limited results. Today, customers are having more conversations with businesses than ever.

Infographics 130

Infographics Contact Center Policies Customer Satisfaction 130

Uniphore

NOVEMBER 11, 2021

For years, contact centers have relied on post-call surveys and audits to measure customer experience, satisfaction, and agent performance—with limited results. Today, customers are having more conversations with businesses than ever.

Infographics 130

Infographics Contact Center Customer Satisfaction Measurement 130

CX Accelerator

MARCH 28, 2018

Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" Whether you call it gamification, employee engagement, or drinking the Kool-Aid, the objective is the same - to make the day-to-day work of the contact center exciting. I love brainstorms!) Happy motivating!!

Gamification 140

Gamification Contact Center Self Service Employee Engagement 140

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. For an infographic that illustrates the findings from Waterfield Tech’s research further, visit [link]. 80% are using voice.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

CX Accelerator

FEBRUARY 2, 2020

Infographic Courtesy of Erica Marois. Jeremy Watkin is a CX leader, contact center veteran, and Product Marketing Manager at 8X8. Better yet, let’s keep this discussion going in the CX Accelerator Slack community.

Customer Experience 182

Customer Experience Customer Journeys Tourism Study 182

TechSee

NOVEMBER 26, 2019

Visual self-service – the process that enables customers to visually onboard smart home products without requiring the help of a technician or a contact center agent – is emerging as the preferred method of device setup, installation and activation. billion by 2024.

Self Service 104

Self Service Consumers Survey Contact Center 104

Thematic

JUNE 13, 2023

Their software has three main parts: XM for Customer Frontlines XM for People Teams XM for Strategy & Research The Customer Frontlines program lets you improve customer experience in your contact centers. You can quickly assemble reports, presentations, infographics, graphics, and more.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

CX Accelerator

OCTOBER 21, 2019

As the wise Jenny Dempsey reminded me at ICMI Contact Center Expo earlier this year, in order to take the best care of others, you must first take the best care of yourself. You might be thinking, “what the heck does a fitness app have to do with Customer Experience?” Fair enough, but hear me out. Image Source: , Play.Google.Com.

Tools 208

Tools Customer Experience Social Media Customer Journeys 208

Interactions

DECEMBER 18, 2019

More and more companies are recognizing the importance in cultivating customer relationships and trust throughout the customer journey, including providing services through the contact center. See our infographic to learn more about the advancements in technology over the past years. . Lisa Michaud, Senior Product Manager.

Trends 62

Trends Customer Experience Chatbots Contact Center 62

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Check out the “ Is Your Contact Center Ready for a Workforce Optimization Solution ” infographic.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

CX Accelerator

OCTOBER 21, 2019

As the wise Jenny Dempsey reminded me at ICMI Contact Center Expo earlier this year, in order to take the best care of others, you must first take the best care of yourself. You might be thinking, “what the heck does a fitness app have to do with Customer Experience?” Fair enough, but hear me out. Image Source: , Play.Google.Com.

Tools 182

Tools Customer Experience Social Media Customer Journeys 182

Comm100

DECEMBER 16, 2019

Customer-facing chatbots aren’t the only way to use AI in the contact center. Infographic: How to choose the best kind of chatbot for your business. The infographic features playful caricatures of three types of bots: B.O.B., We predict 2020 will see even more interest and adoption of bots!

eBook 130

eBook Chatbots Infographics ROI 130

TechSee

AUGUST 28, 2018

The steady progress toward deeper implementation of AI within the contact center is inevitable. To learn more about how AI can help your customer care increase efficiency, reduce labor intensity and enhance customer satisfaction, click here to download these informative Infographics. Is your organization positioned for success?

Self Service 95

Self Service Customer Service Infographics Contact Center 95

CX Accelerator

OCTOBER 21, 2019

As the wise Jenny Dempsey reminded me at ICMI Contact Center Expo earlier this year, in order to take the best care of others, you must first take the best care of yourself. You might be thinking, “what the heck does a fitness app have to do with Customer Experience?” Fair enough, but hear me out. Image Source: Play.Google.Com 7.

Tools 140

Tools Customer Experience Social Media Customer Journeys 140

OpinionLab

AUGUST 29, 2017

The infographic below highlights some more specifics around this point. So, according to our survey, around 4 in 5 want direct person contact, 3 in 4 expect a phone number on your website and more than 6 in 10 think they get better service in-person. Your omnichannel strategy should always incorporate a human element. Conclusion.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

ShepHyken

JULY 13, 2020

16 Statistics on Why Omnichannel is the Future of Your Contact Center and the Foundation for a Top-Notch Competitive Customer Experience by Laura Krajewski. Nuxiba) This infographic shares advice to give your customer the best experience in your call or contact center. Importance of Customer Experience by Nuxiba.

Customer Service 56

Customer Service Customer Centricity Omni-Channel Contact Center 56

NobelBiz

AUGUST 24, 2020

Voice is becoming just a fraction of the responsibilities of a contact center. Furthermore, we learned back in May that complex IVRs and contact center solutions that can do such things are primary drivers for growth in the entire contact center market. Original Infographic: Source of this infographic.

Social Media 52

Social Media Brands Customer Engagement Engagement 52

Vonage

JANUARY 6, 2016

Discover why customer effort is revolutionizing processes, how to be proactive when servicing your customers, and why personalization is the next big thing in the contact center. Hear how SureFlap opened the door to excellent customer service and impressive growth, at Customer Contact Expo. Diving into the Analytics Wave.

Customer Journeys 120

Customer Journeys Customer Service Infographics Customer Service Representative 120

Talkdesk

APRIL 26, 2019

Building Customer Satisfaction Surveys In the modern call center or cloud contact center, analytics provide much of the data that drive business decisions around improving customer satisfaction. There are a number of ways to do this: Yes/no questions (Were you satisfied with the service you received?

Call Center 79

Call Center Customer Satisfaction Survey Infographics 79

ShepHyken

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. The Ultimate Net Promoter Score Infographic by CustomerGauge.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

GlowTouch

JANUARY 15, 2021

At GlowTouch we provide outsourcing solutions for contact centers and technology by using our specialized knowledge in omnichannel customer and technical support to problem solve, deliver an exceptional customer experience, and prioritize upselling. 82% of Americans: martech.zone – Customer Retention Numbers Infographic.

Tools 52

Tools Self Service CRM Infographics 52

TechSee

JANUARY 18, 2018

The results indicate that self-installation – the process that enables customers to install home electronic devices without requiring the help of a technician or a contact center – was preferred by 3 out of every 4 survey respondents. More information on this recent survey, as well as a related infographic , can be found here.

Self Service 95

Self Service Customer Service Company Infographics 95

Eptica

OCTOBER 7, 2016

To find out more, take a look at an infographic of key findings. Author: Chris Eideh Categorie(s): Chat Contact Center Customer Engagement Customer Experience Customer Service Email Management Insurance Multichannel Customer Service Social Media Like many industries, insurance is being disrupted by digital technology.

Insurance 79

Insurance Social Media Contact Center Infographics 79

BlueOcean

DECEMBER 10, 2019

How to Engage Gen Z in the Contact Center. Their values and habits will make a big impact on how you manage them, especially in the contact center. In this blog, we go beyond stereotypes and look at tangible ways to engage Gen Z in your contact center workforce.

Contact Center 31

Contact Center Customer Service Infographics Trends 31