Playvox
JANUARY 13, 2022
If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.
Tricia Morris
MAY 18, 2015
For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. Contact centers are working to address this growing and changing channel use.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Joe Rawlinson
AUGUST 9, 2017
Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5
Talkdesk
JANUARY 23, 2019
Historically, consumers had to go to a gym to work out, but in 2012 a new player came on the market to introduce new digital options. Their contact centers were growing dramatically, and they needed a solution that would scale easily and quickly to support their growth. “We The fitness industry has changed.
Stella Connect
OCTOBER 12, 2021
The problem is, keeping up with call volume is getting harder these days, with the call center under pressure due to the pandemic upending both the nature of work and how consumers interact with brands. This when contact centers have also reported increases in call volumes, hold times, difficult calls, and escalations. .
Clarabridge
AUGUST 1, 2018
Beginning with a limited availability roll out, selected brands using CX Social , our dedicated social media management product, can now extend their customer service by communicating with their consumers via WhatsApp messaging. According to Forrester , the number of consumers that use messaging has increased by more than 50% since 2012.
Tricia Morris
FEBRUARY 19, 2016
Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).
Expert insights. Personalized for you.
79 
Let's personalize your content