Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? We want to make it easy for you.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? The numbers say it all: digital channels are real and relevant, and customer experience is central to company growth. Hear about actual contact center transformations and best practices, too. Is your Contact Center Keeping Up?

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

CSM Magazine

SEPTEMBER 17, 2020

Realizing the importance of transforming customer service or contact center operations and feeling the pressure to accelerate their digital transformation plans, many businesses have begun their automation journeys. Yet, 95% are not successfully using AI, according to a CCW Digital Market Research study earlier this year.

Omni-Channel 98

Omni-Channel Tools Virtual Agent Customer Service 98

TechSee

DECEMBER 11, 2018

Once aligned, contact center leaders must prioritize carefully and make smart choices in order to show ROI in the short term, while building robust foundations towards greater impact in the long term, as key technologies mature. Aligning business objectives with contact center performance.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

Playvox

DECEMBER 21, 2022

Working with virtual teams of agents in your contact center can sometimes mean you feel disconnected from them — or even worried that you aren’t able to properly manage their performance. In our study, communication was a hot topic among agents. Communication. Being engaged regularly and offered training opportunities.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

Uniphore

AUGUST 30, 2015

More than a third of consumers would gladly live without electricity for a week if the alternative was to live without their smartphones, found a Cisco study. As WDS points out, every mobile device is an “omni channel platform with voice, email, web chat, video chat, SMS and social media capabilities”. It’s understandable.

Omni-Channel 100

Omni-Channel Contact Center Social Media Customer Service 100

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Let’s begin!

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

NICE inContact

MARCH 27, 2018

While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. AI, Blended with Live Agents, Enables Contextual and Quick Omnichannel Interactions. voice or chat).

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

Joe Rawlinson

AUGUST 9, 2017

The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 To meet customer service expectations, IBM’s study recommends that companies should take more proactive steps to engage with customers. Use social media channels to keep in touch with your customers and stay engaged.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

BlueOcean

MAY 23, 2017

Self-serve is an integral part of omni-channel customer service, seamlessly integrating with the customer experience across social media, live chat, email and phone. That’s where Tier 0 support – and strategic omni-channel service in general – has upped the ante. Let’s chat.

Omni-Channel 228

Omni-Channel Customer Service Customer Journeys Call Center 228

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Call Center Management Gamification 52

Integrity Solutions

JULY 28, 2022

The term “call centers” is quickly become a relic of the past, and for good reason. Customer service today is based on far from just taking inbound calls; it’s now omnichannel. The State of Contact Center Conversation Intelligence 2022 report by Observe.AI

Contact Center 52

Contact Center Self Service Customer Satisfaction Metrics 52

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Unpacking the types of customer interactions contact centers handle provides key insights.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Lumoa

JUNE 23, 2021

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. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

NICE inContact

AUGUST 20, 2020

NICE inContact Global CX Benchmark study, 2019 shows that great service can build brand loyalty among 81% of customers and turn 87% of them into advocates. Customer experience (CX) is the new tool for competitive differentiation and every company large and small is investing in creating better experiences for their customers.

Contact Center 196

Contact Center Study Loyalty Tools 196

CSM Magazine

MARCH 16, 2023

New solution improves contact center operations and captures new financial upsides by uncovering organizational operational inefficiencies. This consultative solution engages all levels of a contact center to uncover process breakdowns and areas ripe for technological transformation.

Contact Center 52

Contact Center Analysis Financial Consulting 52

NICE inContact

JUNE 21, 2018

According to our CX Transformation Benchmark Study business results, businesses believe they are delivering on the promise of omnichannel experiences. Consumers rated customer service 17 percent lower, on average, across more than 10 channels. Certainly, you have to be good at execution. Or is it more important than ever?

Contact Center 123

Contact Center Customer Experience Omni-Channel Consumers 123

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Let’s begin!

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

NICE inContact

JUNE 7, 2018

To ensure that customer needs are met, businesses are prioritizing delivery of a true omnichannel experience, enabling each channel to work together cohesively with seamless transitions. Businesses believe they are delivering on the promise of omnichannel experiences, but this perception doesn’t align with those of their customers.

Omni-Channel 120

Omni-Channel Consumers Customer Experience Social Media 120

Calabrio

JUNE 30, 2020

Calabrio’s recent Evolving World of Work study —which researched how the COVID-19 pandemic impacted and will continue to impact customer service expectations and contact center operations—found increased expectations around two key elements that make a customer feel heard: Omnichannel access. Seventy percent of U.S.

Contact Center 219

Contact Center Omni-Channel Connections Communication 219

Vonage

FEBRUARY 23, 2017

During our study into serial switchers, we discovered the collective price paid by businesses that don’t nail their customer service totals $62 billion per year. Using multiple retail channels promotes success. Customer service centers need updating. Poor customer service costs business billions annually.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

NobelBiz

FEBRUARY 7, 2022

Contact Center Customer Experience always starts with how a customer feels before knowing how a particular technology works. And the premise of how customers feel when they call your contact center starts from your IVR messaging. The IVR messaging is what customers hear when they call your contact center.

Contact Center 52

Contact Center Omni-Channel Average Handle Time Consumers 52

NobelBiz

MARCH 12, 2024

Unified CXM involves building, analyzing, and maintaining a cohesive branding strategy and seamless customer experience across all touch points of an omnichannel customer journey. It ensures consistency in content, purpose, and branding across online, in-store, phone, and other engagement channels.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

NICE inContact

MARCH 24, 2016

I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. This template is based on our Harris Study consumer research. The channels included are the preferred methods of communication for a company or ecommerce website to have available for online purchasing or ordering.

Customer Journeys 122

Customer Journeys Contact Center Ecommerce Consumers 122

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. What do customers expect from contact centers? . But what exactly do customers expect from your contact center? Reduced customer churn .

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123

Kustomer

DECEMBER 26, 2019

According to a CCW Digital survey of contact center professionals, the future of customer service is already within grasp. Channels of the Future. In five years, the landscape of customer service channels may be dramatically different. Download CCW Market Study. A surefire way to succeed? Neither did Twitter.

Contact Center 52

Contact Center Omni-Channel Social Media Study 52

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. How important is this?

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

Uniphore

NOVEMBER 2, 2021

Studies show that 82% of consumers will stop doing business with you. Our customers and our CEO, Umesh Sachdev, have helped us realize that conversational AI and automation are not limited to just the contact center. Every hour, there are more than 100 million conversations about brands.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

NICE inContact

OCTOBER 2, 2019

From traditional channels such as phone, to in-demand digital channels like online chat and SMS / text , organizations are demonstrating their commitment to the customer experience by funding service improvements in multiple channels.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

BlueOcean

DECEMBER 20, 2017

What does that mean for outsourced contact center employers? The idea of contributing to the greater good – and doing meaningful work – is one that drives many major life decisions for the Millennial generation, even the decision about working in a contact center.

Omni-Channel 159

Omni-Channel Contact Center Employee Engagement eBook 159

Vonage

MARCH 11, 2016

It was a very omnichannel experience. But, the phone was the primary channel. No other channel would have worked so well. Read on to learn what Melanie did, why other channels would have failed, and how Verizon Wireless empowered Melanie to make it happen. designing an omni-channel strategy. How about you?

Omni-Channel 120

Omni-Channel Wireless Contact Center Average Handle Time 120

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. But are all channels equally effective at delivering a high-quality experience? This points to couple of potential focus areas for contact center leaders.

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

NobelBiz

FEBRUARY 22, 2023

The data collected, measured, and analyzed for contact centers is an absolute gold mine. This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. These reports also boost your call center and business intelligence by providing actionable data.

Contact Center 52

Contact Center Analytics Data Call Center 52

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Comm100

NOVEMBER 23, 2022

Personalized support through omnichannel expands. 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. The personalization opportunities of omnichannel are only limited by the services connected.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206