Integrity Solutions

MARCH 3, 2020

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The Power of Coaching.

Contact Center 60

Contact Center 2018 2019 Culture 60

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . Read his blog and follow Alan on Twitter. . Read his blog and follow Mark on Twitter. . by Will Milano.

Sales 124

Sales 2020 Leadership Blog 124

UJET

NOVEMBER 18, 2019

In 2020, we will see messaging (SMS and Chat) overtake voice as the most popular support channel, especially on omnichannel platforms that can channel steer between various curated paths. Similarly, contact center directors want to easily channel steer queries based on urgency and complexity.

2020 78

2020 Contact Center 2019 Omnichannel 78

ShepHyken

JUNE 14, 2019

It is so powerful, that it’s predicted to trump price and product as the primary brand differentiator by 2020. The post Guest Blog: The Customer Experience’s Impact on Customer Churn appeared first on Shep Hyken. A customer’s experience is their perception of your brand and sentiment toward it.

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Blog Customer Retention Contact Center Customers 134

Upstream Works

JANUARY 2, 2020

This series started with digital transformation being the overall driver of change in 2020, and from that we’ll examine some sub-themes over the next few posts. Most technology decisions for contact centers are now built around customer experience – CX – but that’s a broad goal that can take many forms.

Omnichannel 78

Omnichannel 2020 Contact Center Technology 78

NICE inContact

DECEMBER 8, 2016

By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. trillion annually. Mobile & Online First. High Expectations.

Contact Center 80

Contact Center Customer Experience Social Media Multi-Channel 80

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How long have you been delivering AI solutions as part of your contact center services?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Calabrio

DECEMBER 18, 2020

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 64

Contact Center Leadership Insights Technology 64

CX Accelerator

MAY 25, 2022

Jenny began her call center customer service journey on the front lines back in 2005. In 2012, she co-founded the blog, CustomerServiceLife.com. She is known for her thought leadership, speaking about CS, CX and self-care for contact center agents at business conferences such as Zendesk Relate and ICMI Expo.

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2005 2012 Social Media Contact Center 316

Calabrio

DECEMBER 18, 2020

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 52

Contact Center Leadership Insights Technology 52

CX Accelerator

JULY 1, 2020

However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. This company bumped up their 2022 digital transformation strategy to 2020. Back To CX Accelerator Blog Two specific examples come to mind.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. Is Cloud Contact Center the New Normal?

Contact Center 48

Contact Center 2017 Connections 2020 48

ShepHyken

MAY 4, 2020

But while reopening is the order of the day, re-marketing will be the order of 2020 as retailers try to transcend simple survival and get back on their feet. How To Flatten The Contact Center Curve, According To The Experts by Johnny Rosa. My Comment: The contact/support center was hit hard throughout the crisis.

Article 96

Article 2020 Customer Service Contact Center 96

NICE inContact

OCTOBER 18, 2019

Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. Not only that, but we’ve also been evaluated as a Leader in the 2019 Gartner Magic Quadrant for Contact Center as a Service, North America, positioned the highest and furthest overall for its ability to execute and completeness of vision.

Contact Center 48

Contact Center 2019 Omnichannel 2020 48

BlueOcean

DECEMBER 10, 2019

Below you’ll find our top 10 most popular blog posts of 2019 – grab a cup of coffee and get reading! In this blog, we checked in with Carol, a Project Coordinator at Blue Ocean, to learn more. How to Engage Gen Z in the Contact Center. The 10 Most Important Contact Center RFP Questions [Infographic].

2019 31

2019 Blog Contact Center Customer Service 31

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

CX Accelerator

JULY 1, 2020

However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. This company bumped up their 2022 digital transformation strategy to 2020. Back To CX Accelerator Blog Two specific examples come to mind.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. Published on: September 16, 2020. 5 top priorities for today’s contact centers. 5 top priorities for today’s contact centers.

Customer Experience 127

Customer Experience 2020 Contact Center ROI 127

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). This means that AI applications for the contact center do not come fully-formed. Higher-performing agents.

Innovation 78

Innovation Contact Center Customer Journey Mapping 2020 78

West Monroe

DECEMBER 6, 2019

New partnerships with companies such as Microsoft, Tableau, Apple, and Amazon indicate major opportunities for organizations to elevate their customer experience in 2020 using Salesforce technology to be more agile, predictive, and strategic. Contact us if you’d like to talk more about your specific needs.

2019 52

2019 2020 Customer Centricity Financial 52

Bold360

NOVEMBER 18, 2019

Many organizations are in the throes of their 2020 planning process, considering what their goals are for next year and where should they prioritize efforts. As you think about 2020 and beyond, consider these three areas where you can leverage AI across your customer’s journey. Contact Center.

2020 40

2020 Customer Journey Contact Center Hotels 40

Bold360

DECEMBER 16, 2019

To peer into what’s coming in 2020, we recently sat down with Nate Brown, co-founder of CX Accelerator, for Episode 9 of CXNext Live. Together, we came up with three main areas where CX is transforming and your biggest opportunities to differentiate your company in 2020. Contact center leaders are becoming CX leaders.

2020 40

2020 Contact Center Customer Centricity Metrics 40

Thematic

DECEMBER 9, 2019

Welcome to 2020! For example, it has insights into why customers might be contacting your costly contact center. The post Why customer feedback is critical for digital transformation in 2020 appeared first on Thematic. A cruise liner is a tech company. Interestingly, it goes the other way too.

Feedback 126

Feedback 2020 Travel Voice of Customer 126

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. To help contact centers provide that, here are three ways to rethink digital CX.

2021 78

2021 Contact Center Omnichannel Download 78

ShepHyken

JUNE 1, 2020

.” How to improve call center performance when there is a staff shortage by Krishna Charan. Freshworks) From this blog, you can find out actionable workarounds for staff shortage to improve call center performance. My Comment: If you are in a customer support/contact center, then this article is a must-read.

Article 68

Article 2020 Customer Service Call Center 68

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX?

Engagement 98

Engagement Contact Center 2021 Metrics 98

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 98

Contact Center Call Center Social Media Multi-Channel 98

Upstream Works

JANUARY 9, 2020

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. One of those outcomes is responsiveness, and for 2020, this goes well beyond having an agent answer a call within three rings.

Contact Center 78

Contact Center Omnichannel 2020 Communication 78

ShepHyken

DECEMBER 13, 2019

They may have previously handled a 100 seat contact center, but they may not have the capability to handle one of 1,000, or 10,000. Read Shep’s latest Forbes article: 20 Ways To Create An Amazing Customer Experience In 2020. The post Guest Blog: Winning Tactics for CX Vendor Selection appeared first on Shep Hyken.

Blog 101

Blog Demo Competitive Advantage Insurance 101

Call Experts

NOVEMBER 5, 2020

According to Salesforce , “Cyber Week digital traffic is still expected to grow by 28 percent year-over-year (in 2020) — a trend accelerated by nearly ubiquitous access from mobile phones and the fact that fewer people will be rushing to stores on Black Friday.” . Contact us to learn more. Contact us to learn more about this service!

Contact Center 98

Contact Center Omnichannel 2020 Social Media 98

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Unified Platform.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Contact Center Webinar 2021 98

Call Experts

NOVEMBER 12, 2020

It’s official; you are entering the 2020 holiday season. Utilize a contact center. Contact centers prepare for the holiday season by hiring and training additional agents, so you don’t have to. To prepare for the holiday season, contact centers can use forecasting software along with what-if scenarios.

Management 98

Management Contact Center 2019 2020 98

UJET

JUNE 9, 2020

Now that consumers fully engage in digital-first experiences, modern customer support won’t survive within the walls of a physical contact center. From March 2020 to April 2020, the UJET platform saw an over 60% increase in the number of agents actively using the platform.

Customer Success 96

Customer Success Contact Center Omnichannel 2020 96

Oracle

NOVEMBER 23, 2020

Welcome back to Markies Monday, a weekly blog series designed to help you learn more about the 2020 Markie Awards categories, finalists, and winners. The bank improved operational efficiency in its branches and its contact center, resulting in significant cost savings. In two years, the guides received an impressive 1.6

Innovation 75

Innovation Customer Service Banking Contact Center 75