Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 61

2017 Customer Engagement Engagement Contact Center 61

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

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 set up a live, fully functional omnichannel contact center for taking calls and chat sessions from your website. Done and fun!

Contact Center 54

Contact Center Demo Omnichannel Multi-Channel 54

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. The post Guest Blog: 4 Technology Solutions to Help You Manage Customer Service More Effectively appeared first on Shep Hyken.

Blog 93

Blog Technology Customer Service Management 93

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. Omnichannel Service and Satisfaction. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick. Our research was conducted in the US, Australia and the UK, with regional insights showing: In the US, self-service use almost doubled from 17% in 2017 to 31% in 2018.

Contact Center 48

Contact Center Omnichannel 2018 2017 48

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog. Is your Contact Center Keeping Up?

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Some hints: big data, omnichannel, personalisation, AI and organizational culture. What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018??

2018 141

2018 Customer Experience Competitive Advantage 2017 141

NICE inContact

OCTOBER 21, 2019

The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point. The post Advanced Chat for CXone: Vera Bradley’s Journey to Excellence appeared first on NICE inContact Blog.

2011 48

2011 Contact Center Omnichannel 2017 48

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog. Is your Contact Center Keeping Up?

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. This blog “ Talking Omnichannel But Organised Multi-Channel? Best independent blog content.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

ShepHyken

DECEMBER 8, 2017

In the era of omnichannel communication, where we have an array of channels – social media, email, messaging, voice call, companies need to identify the channels their buyer persona is most comfortable with and most responsive to. The post Guest Blog: Want to Excel at Customer Service? Acknowledge the Mobile Social Customer.

Contact Center 44

Contact Center Customer Engagement Blog Engagement 44

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. A few things including these 3: An omnichannel approach. No Googling, either. If you guessed online, you are wrong. Being socially responsible.

Fashion 130

Fashion Retail Multi-Channel 2017 130

Comm100

MARCH 23, 2022

In this blog, we’ll look at some of the ways credit unions can take advantage of this bouyant market by exploring four ideas to increase credit union membership. . In 2017, credit union employees contributed 302,035 volunteer hours to their communities. Adopt social media as a wider omnichannel strategy.

Social Media 89

Social Media Banking Omnichannel 2020 89

NICE inContact

SEPTEMBER 13, 2017

hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017. Carlson chose to move to omnichannel functionality – with its ease-of-use, and ability to quickly switch callers to the next available agent – regardless of where the agent is based. Trends continue to show highest U.S.

Contact Center 49

Contact Center Customer Experience Hospitality Hotels 49

NICE inContact

SEPTEMBER 13, 2017

hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017. Carlson chose to move to omnichannel functionality – with its ease-of-use, and ability to quickly switch callers to the next available agent – regardless of where the agent is based. Trends continue to show highest U.S.

Contact Center 48

Contact Center Customer Experience Hospitality Hotels 48

Avaya

MAY 31, 2017

We have signed more than 1,100 customer contracts since the chapter 11 filing through March 31, 2017. With our continued Avaya Oceana and Avaya Breeze customer win announcements we are also demonstrating solid sales momentum of our omnichannel offering. IDC recently observed that 2017 will be a landmark year for digital transformation.

Contact Center 81

Contact Center 2017 Omnichannel Communication 81

Hallmark Business Connections

AUGUST 11, 2021

billion in 2017 and took it public two years later) is its knack for talking to pet parents in a personalized way that is both fun and relatable and bridges the online and physical experiences. Create a seamless omnichannel experience. What has made the brand so successful (PetSmart acquired it for $3.35 What do they need to know?

Marketing 74

Marketing Magazine White Paper Social Media 74

Bizagi

NOVEMBER 20, 2020

Research from Samsung revealed that 77% of customers still seek out face-to-face interactions when dealing with complex financial matters, while Accenture revealed 80% of customers still chose in-branch as their preferred channel in 2017 when it came to lending, down just 7% from 2010.

Financial 75

Financial Banking 2010 2017 75

transcosmos Information Systems

JANUARY 29, 2017

Here’s how experts weigh in on customer support trends for 2017 and the not-so-distant future: . Omnichannels are good for as long as customers can manage them. The idea of omnichannels – mobile devices, email, chat, email, social media, website – being at easy reach of customers has its benefits and drawbacks.

Social Media 85

Social Media Omnichannel 2017 Innovation 85

eGain Blogs

JANUARY 4, 2018

It has been restructured for this blog. Looking at the root causes from our recent surveys, it is clear that the biggest hurdles for great consumer experience and agent experience can be addressed with a robust, omnichannel knowledge management system infused with AI.

Contact Center 53

Contact Center Touchpoint 2017 Omnichannel 53

Team HGS

FEBRUARY 6, 2018

Over the course of the year, we’ll dedicate a blog post to each of these CX game changers. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy. 2018 Trend 1: Digital Channels Finally Overtake Voice. Here, we dissect CX Trend No.10:

2018 45

2018 White Paper 2014 Contact Center 45

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. AI, Blended with Live Agents, Enables Contextual and Quick Omnichannel Interactions. The post Two Reasons Why AI Won’t Replace Contact Center Agents, One Reason Why it Might appeared first on NICE inContact Blog.

Contact Center 54

Contact Center 2017 Omnichannel Interaction 54

transcosmos Information Systems

JANUARY 5, 2017

Statistics on e-commerce business for 2017 and beyond remain strong. You can use the checklist to plan your customer service strategies for 2017. Integrate Omnichannel Customer Support. The checklist above can form part of your customer care policies for 2017 and onwards. Customer Service for Your E-commerce Business.

E Commerce 87

E Commerce E-support Social Media 2017 87

Second to None

FEBRUARY 4, 2020

You can access the piece by clicking here , or by reading below: This piece was originally published by PRNewswire on September 12, 2017. Nearly 3 in 10 (29 percent) of respondents try products based on online recommendations and reviews, seeking answers from blogs and social media posts alongside online product reviews and loyalty apps.

Customer Journey 48

Customer Journey 2013 Retail Apparel 48

ViiBE Blog

DECEMBER 14, 2020

A 2017 field service survey found that the primary concerns of field service organisations are ensuring that their workforce operates at peak efficiency, coupled with meeting customers’ expectations. By receiving omnichannel information, the repair process is accelerated. Field Service. AR remote assistance enhances both goals.

Insurance 52

Insurance 2024 ROI Omnichannel 52

NICE inContact

JANUARY 24, 2018

Others started with inbound voice and over time have added omnichannel routing or workforce optimization. If one was to choose a subject that emerged as a unifying theme across the contact center market in 2017, it was artificial intelligence (AI). Artificial Intelligence. Indeed, the topic was being discussed before this year.

Customer Care 74

Customer Care 2018 Contact Center 2013 74

Call Experts

FEBRUARY 13, 2019

A: I have been employed with Call Experts since September 5, 2017. More Blogs Menu. Omnichannel management creates opportunity. Q: What is your name? A: Anthony Vargas. Q: What is your title? A: Programmer. Q: How long have you worked with CE? Q: Where do you live? Q: How did you develop your hobby?

Call Center 40

Call Center Contact Center 2018 Healthcare 40

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. With advanced data and personalization, we should be able to provide truly personal and omnichannel experiences to customers.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

BirdEye

NOVEMBER 20, 2023

In this blog post, we’ve listed out 20 best referral marketing software tools to level up your referral game. Ambassador’s major benefits include: Robust affiliate management features Flexible reward structures Scalable for businesses of all sizes Customizable to match brand aesthetics Omnichannel referral tracking 5. Let’s dive in.

E Commerce 63

E Commerce Marketing Multi-Channel E-support 63

Talkdesk

JANUARY 31, 2018

Part of this exercise includes reviewing the results of Deloitte’s 2017 Global Contact Center Survey to see how these executives responded to questions about their priorities for the next couple of years. Omnichannel. It’s an easy way to fast forward past the high-effort portions of the discussion and get right to the resolution.

Contact Center 56

Contact Center Customer Experience Omnichannel Call Recording 56

Magellan Solutions

FEBRUARY 22, 2019

There’s no wonder that in 2017, Statista found out that about 1.66 When doing business online, you should also find ways to have multichannel and omnichannel support to improve your customer service. It is like giving people the ability to access an entire shopping mall with their hands without going anywhere. Live chat support.

E Commerce 40

E Commerce E-support Customer Service Social Media 40

Comm100

DECEMBER 1, 2017

Use social monitoring tools to track what’s being said about your company on social media, blogs, and more. Companies Are Investing in Omnichannel. An omnichannel strategy allows customers to fluidly move from one channel to the next without friction, making it an important part of the customer experience. Email (54%).

Contact Center 41

Contact Center 2018 Customer Centricity Social Media 41

Calabrio

JUNE 9, 2016

are on track to overtake phone interactions by the start of 2017. What you can do: Establish an omnichannel strategy. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Contact Center 40

Contact Center 2016 Insights Banking 40

Oracle

DECEMBER 17, 2020

after the City of LA in 2017 — is focused on the citizen experience. I highly recommend this post by Daniel Foppen on the Oracle CX blog which explores the ways this city takes tremendous pride in ensuring the best possible experience for its constituents. The interview: Mary Hodge and Bill Clark.

Government 52

Government Banking 2020 E-support 52

Avaya

APRIL 3, 2017

I recently attended the 2017 MoNage conference, which focused on the Age of Messaging over the Net—a phrase coined by the founder Jeff Pulver. The post CX Experts Agree Customer Journey Maps Help Build Relationships appeared first on Avaya Connected Blog. That customer might even tell their friends about the experience.

Customer Journey Mapping 58

Customer Journey Mapping Customer Journey Contact Center 2016 58

Avaya

SEPTEMBER 7, 2017

This has made the concept of an omnichannel customer experience integral for success. Research shows, however, that companies across the board are still struggling to get omnichannel right. A 2017 study of the retail industry, for example, found that 44% of companies struggle to provide a seamless, omnichannel customer experience.

Omnichannel 67

Omnichannel Customer Experience Contact Center Social Media 67