Think Customers

APRIL 28, 2022

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high-quality contact center. What is the difference between a captive contact center and outsourcing? Jon Stough. Hiring the right people.

Contact Center 52

Contact Center Retail Brands Resources 52

Calabrio

JULY 18, 2017

No one ever said working in retail was easy. Succeeding in retail is tough and these days it’s much more difficult. Online retailers — of which Amazon is the most notable, but hardly the only — have completely changed the market landscape and put yet another pressure on this difficult market. For some this was the last straw.

Contact Center 100

Contact Center Retail Customer Experience Competitive Advantage 100

NICE inContact

OCTOBER 9, 2019

As one of Europe’s largest and fastest-growing energy producer/retailers, the company has more than 20,000 employees and had been generating power—electricity and heat—in Sweden, Denmark, Finland, Germany, the Netherlands and the United Kingdom. Learn more about harnessing the power of CXone cloud contact.

Contact Center Software 137

Contact Center Software Contact Center Software Company 137

Calabrio

JULY 20, 2017

No one ever said working in retail was easy. Succeeding in retail is tough and these days it’s much more difficult. Online retailers — of which Amazon is the most notable, but hardly the only — have completely changed the market landscape and put yet another pressure on this difficult market. For some this was the last straw.

Contact Center 100

Contact Center Retail Customer Experience Competitive Advantage 100

NICE inContact

JULY 26, 2019

Chatbots enable companies large and small to handle customer service inquiries across digital channels without involving human contact center agents. 2) They help retail consumers get a fast and relevant response about when their package will be delivered, or what happened with the availability of their eagerly awaited new iPhone X.

Contact Center 139

Contact Center Chatbots Banking Poor Customer Service 139

BlueOcean

DECEMBER 16, 2019

Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in contact centers everywhere. A reminder that the struggle to sustain morale when it’s holiday season in the contact center is real. at Blue Ocean. We’d love to hear from you.

Contact Center 156

Contact Center Gamification Transportation Travel 156

Playvox

JULY 20, 2022

At the start of the year, most contact center leaders were scrambling to find talent and whenever I spoke with folks in the industry, it seemed like everyone talked about the “war for talent” and “the great resignation.” That uncertainty can come in many many. Scenarios like these require personalized help and take time to resolve.

Contact Center 67

Contact Center Travel Airlines Retail 67

CSM Magazine

MAY 16, 2023

When selecting a contact center to assist your company, you want more than outsourced services. In order to get there, you need to partner with a contact center that places employees and their training as its highest priorities. Protel BPO agents are selected from a fast-growing contact center labor pool.

Contact Center 52

Contact Center Retail Training Leadership 52

BlueOcean

DECEMBER 17, 2018

trillion, according to data from Deloitte , which is more than a quarter of annual retail sales. Of course, greater retail sales inevitably lead to higher call volume in the contact center. Here are some key tactics for coping with holiday spikes in the contact center. Constant and Effective Communication.

Contact Center 136

Contact Center Gamification Retail Course 136

BlueOcean

NOVEMBER 30, 2017

If enhancing your customer experience is a strategic priority over the next 12 months, you might be looking at putting out a contact center RFP or RFI early in the new year. While some industries benefit from limits, the contact center world is very dependent on more intangible factors like cultural alignment and customer experience.

Contact Center 149

Contact Center Call Center Report Transportation 149

Playvox

AUGUST 8, 2022

economy affected most by the Great Resignation, also known as the Big Quit, were in service industries, including restaurants, retail, and healthcare. But the trend also disproportionately impacted contact centers and customer support organizations. The sectors of the U.S. Thankfully, that is not happening. Why Employees Leave.

Contact Center 78

Contact Center How To Leadership Trends 78

Playvox

NOVEMBER 2, 2021

Let’s explore five current shopping trends, and what this behavior means for those of us in the contact center industry. Brands are responding by blurring the lines between retail and online stores, giving customers the best of both worlds and allowing them to be served in the manner that they prefer. Hybrid Holiday.

Contact Center 73

Contact Center Trends e-support Social Media 73

Calabrio

APRIL 13, 2017

Happier contact center agents. The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does. More loyal customers. Sounds great, right?

Contact Center 113

Contact Center Analytics Case Study ROI 113

Playvox

APRIL 5, 2022

But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? These enable you to make progress on your most pressing challenges and transform into a high performance contact center. Perhaps not.

Contact Center 77

Contact Center Net Promoter Score Effort Score Metrics 77

NICE inContact

DECEMBER 1, 2021

The holiday shopping season can make or break a retailer's entire year. Contact centers are used to the holiday spike in transaction volume, but this year may be even more challenging for retail businesses and contact center agents to navigate.

Contact Center 233

Contact Center Retail 233

NICE inContact

OCTOBER 17, 2018

As the leading specialty bedding retailer In the U.S., But the Houston-based company was losing sleep over its two contact centers. But the Houston-based company was losing sleep over its two contact centers. Mattress Firm has carved out a unique—and healthy—niche in the $29 billion bedding industry.

Average Handle Time 121

Average Handle Time Contact Center Omni-Channel Retail 121

ShepHyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. Colossal Shift in the Retail Industry.

Retail 73

Retail Industry Customer Experience Contact Center 73

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Talkdesk

FEBRUARY 11, 2020

Customer experience and contact centers, in particular, are great starting points to implement artificial intelligence (AI) solutions since they are a large source of customer information, generating enormous quantities of data that is impossible to process manually. If a customer says “I am free on Friday at 9:30 a.m.”,

Contact Center 65

Contact Center Hospitality Healthcare Travel 65

Calabrio

APRIL 13, 2017

Happier contact center agents. The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does. More loyal customers. Sounds great, right?

Contact Center 100

Contact Center Analytics Case Study ROI 100

Calabrio

APRIL 13, 2017

Happier contact center agents. The potential for contact center analytics is high. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does. More loyal customers. Sounds great, right?

Contact Center 100

Contact Center Analytics Case Study ROI 100

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET. Donna Fluss is president of DMG Consulting.

Contact Center 56

Contact Center Strategy Roadmap Consulting 56

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier.

Contact Center 100

Contact Center Tips Customer Experience Culture 100

Think Customers

JANUARY 25, 2024

That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. It’s not whether you have AI, it’s how you use it. The topic of AI was everywhere.

Retail 52

Retail Contact Center Consumers Brands 52

Call Experts

SEPTEMBER 30, 2021

As the temperature drops outside, your business can face various challenges, and winter contact center services keep your business up and running no matter the weather. . How Winter Contact Center Services Can Help Transportation and Trucking Businesses. Winter Contact Center Services Support HVAC and Plumbing Businesses.

Contact Center 52

Contact Center Transportation Call Flow Training 52

NICE inContact

APRIL 5, 2017

By providing monthly shipments of trend-setting clothing for subscribers, TechStyle is reinventing retail for millions of its customers. Streamlined Contact Center Support. The post TechStyle Improves Contact Center Efficiency and Customer Service with inContact appeared first on inContact Blog.

Contact Center 120

Contact Center Customer Service Fashion Metrics 120

NICE inContact

MARCH 29, 2018

For Young Energy, a family-owned retail electric provider in Forth Worth, Texas, serving its 25,000 customers had become increasingly difficult. The post Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents appeared first on NICE inContact Blog.

Average Handle Time 120

Average Handle Time Contact Center Gamification Retail 120

BlueOcean

NOVEMBER 13, 2023

Here’s How Supply Chain and Shipping Visibility Improve Customer Experience In some circumstances, we know that contact center can feel like an island, siloed off from other functional business practices. The Total Experience Strategy for Better Retail Digital Interactions Not in retail? says Alan Masarek, Avaya CEO.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Calabrio

NOVEMBER 18, 2015

Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Contact center agents are at the forefront of addressing client needs and have a direct and profound impact on customer experiences.

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . Centers incentivize employees to work over the holiday and be prepared.

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

Magellan Solutions

NOVEMBER 25, 2021

Empowering Your SME with Omnichannel Contact Centers. Among the many innovations in customer service and all its channels, omnichannel contact centers are one of the most recent (and the most effective) in terms of not just service, but also in covering more ground. What is an Omnichannel Contact Center?

Contact Center 52

Contact Center Omni-Channel Call Center e-support 52

NICE inContact

SEPTEMBER 27, 2017

Now perhaps you don’t work in a retail environment like Whole Foods, but regardless of the setting, identifying areas where technology can improve your employee experience will consequently improve your customer experience. No wonder Whole Foods is always so clean! Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 121

Contact Center Technology Roadmap Chatbots 121

NICE inContact

SEPTEMBER 27, 2017

Now perhaps you don’t work in a retail environment like Whole Foods, but regardless of the setting, identifying areas where technology can improve your employee experience will consequently improve your customer experience. No wonder Whole Foods is always so clean! Get your copy of “ Digital Customer Experience Trends, 2017.”.

Contact Center 120

Contact Center Technology Roadmap Chatbots 120

Talkdesk

JANUARY 9, 2019

Early in my career, I spent eight years supervising agents in contact centers. Working in and managing contact centers is not for the faint of heart. How do you scale up and down quickly in a modern contact center? Every day is a challenge and seems like you are dealing with fires all day, every day!

Contact Center 44

Contact Center Insurance Conference Travel 44

ViiBE Blog

DECEMBER 18, 2020

Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand’s value. Both of these kinds of centers involve the use of phone channels for communication.

Call Center 52

Call Center Contact Center Omni-Channel Social Media 52

ViiBE Blog

DECEMBER 18, 2020

Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand’s value. Both of these kinds of centers involve the use of phone channels for communication.

Call Center 52

Call Center Contact Center Omni-Channel Social Media 52