Stella Connect

JULY 17, 2017

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Fielding contacts (some 850,000 per year) left agents weary. Churn was predictably high: in a typical training class, only half stuck around long enough to make it to the contact center floor.

Contact Center 45

Contact Center Sales Metrics Apparel 45

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 49

Contact Center Net Promoter Score 2014 Customer Satisfaction 49

Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. This is where your contact center strategy plays a crucial role. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Embrace the cloud.

Banking 119

Banking Contact Center Virtual Agent Financial 119

Talkdesk

APRIL 8, 2020

In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers.

Contact Center 69

Contact Center 2014 Call Recording Call Center 69

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. As an example, AA Ireland has customers that have several policies renewing at different times.

Contact Center 64

Contact Center 2006 2009 Insurance 64

Eptica

SEPTEMBER 10, 2015

Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Email customer service Just half of companies allowed non-customers to contact them by email – the same number as in 2015. In comparison, consumer electronics retailers answered 80% of queries.

Customer Service 76

Customer Service 2015 2014 Social Media 76

Team HGS

FEBRUARY 6, 2018

This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. In fact, 8 in 10 Americans (81%) report that businesses are meeting or exceeding their service expectations, compared to 67% in 2014.

2018 45

2018 White Paper 2014 Contact Center 45

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Joe Rawlinson

AUGUST 9, 2017

Empower your customer service team to handle service tickets across all channels by adopting a virtual call center platform such as 8×8 Virtual Contact Center that is equipped to deliver a consistent omni-channel experience. Add Value by Utilizing Technological Innovations.

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

Calabrio

FEBRUARY 24, 2016

In 2014, it emerged as a top priority for marketers. But, if this burgeoning field is really the center of a business’s metaphorical solar system, then the contact center is the high-powered telescope through which the C-Suite can zero in. The number one response? Customer Experience. “In In 2015, it gained momentum.

Customer Experience 40

Customer Experience 2014 Contact Center 2015 40

Call Experts

DECEMBER 19, 2018

A 2014 report showed that Americans spend around $600 billion on average during the winter holiday season. Higher retail sales and holiday business hours lead to higher call volume at contact centers. Upgrade your property management services with a contact center. Rapid Adoption of AI.

Call Center 58

Call Center Contact Center 2018 2014 58

Customers That Stick

DECEMBER 15, 2014

VOLUME 37: November 2014. Sell, Sell, Sell in the Contact Center With These Three Customer Care Metrics – Three ways to tactfully sell in the contact center. Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

Contact Center 126

Contact Center Document 2014 Social Media 126

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Our customer, Hoveround Corporation , a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009.

Customer Experience 48

Customer Experience Contact Center 2009 Webinar 48

Magellan Solutions

AUGUST 2, 2021

Thus, the contact center industry in the Philippines helps clients to adapt to the changed situation. . Majority of i nhouse call center in the Philippines are supported by digital and analytics. As of 2014, the Philippines has one of the youngest populations in Southeast Asia. Philippines. This Generation’s Population.

Call Center 52

Call Center Contact Center Tourism Healthcare 52

Talkdesk

APRIL 22, 2021

A Talkdesk customer since 2014, Aspiration has been disrupting the finance industry by “turning every transaction into positive action”. The platform enables anyone, even without contact center expertise, to deploy and train new agents, create interactive voice response (IVR), and support workforce management. .

2014 75

2014 2021 2013 Financial 75

Customer Interactions

JULY 7, 2015

For this week’s edition of CX Buzz, our team decided to focus on how to take initiative towards improving the customer experience in the contact center. Topics include the rise of the customer service standard, the customer experience battleground, and seamlessly creating a legendary customer experience.

2014 28

2014 Contact Center Article Insights 28

Customer Interactions

JULY 7, 2015

Omnichannel is the new buzzword, and those companies that know how to provide a seamless experience online, on mobile, in store as well as through their contact centers will come out ahead. In this week’s CX Buzz, we discuss the ever-changing customer service environment and what you need to do to remain competitive.

2014 28

2014 Contact Center Omnichannel Customer Service 28

Customer Interactions

JULY 7, 2015

As for machines, whether we are talking about a mobile app or contact center software, customers value ease, quick resolution, and the ability to contact a company through multiple channels.

2014 28

2014 Contact Center Interaction Customer Experience 28

Natalie Petouhof

DECEMBER 1, 2015

Tweet LiveOps, a global leader in cloud contact center and customer service solutions, and Marlin Equity Partners, a global investment firm with over $3 billion of capital under management, today announced the completion of Marlin’s acquisition of LiveOps Cloud Platform.

Contact Center 45

Contact Center 2014 Brands Customer Service 45

Eptica

OCTOBER 6, 2015

This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. This is one reason for continued high call volumes to utility contact centers. Share this page on: Tweet.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Eptica

JUNE 1, 2016

For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%. Speed and accuracy are declining The average 2016 conversation time of 7 minutes 40 seconds was nearly 30 seconds slower than 2015 , which in turn was nearly double the time taken in 2014. Share this page on: Tweet.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Eptica

JANUARY 8, 2016

33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014. 86% of consumers say they discover new brands or products using their mobile device , while Deloitte estimates that mobile influenced over 1 trillion dollars in sales in 2014. Share this page on: Tweet.

2015 49

2015 E Commerce Customer Experience 2014 49

Eptica

AUGUST 19, 2015

Author: Derek Lewis Categorie(s): Contact Center Customer Engagement Customer Experience Customer Service Forrester Gartner Linguistics Self-service Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience.

Customer Service 85

Customer Service Wireless 2015 Contact Center 85

Customer Interactions

JULY 7, 2015

Topics covered include contact center frustrations, managing multichannel contact centers, and the value of customer experience innovations. Our team put a great deal of care into cherry-picking the articles for this week’s edition of CX Buzz. The content will surely come in handy for CX professionals of all levels.

2014 28

2014 Contact Center Innovation Article 28

Customer Interactions

JULY 7, 2015

For this week’s edition of CX Buzz, our team decided to touch on a variety of relevant topics from: The voice of the customer, to best practices for providing customer experience in the contact center and to the changing role of the CMO.

2014 28

2014 Contact Center Insights Customer Experience 28

Customer Interactions

JULY 7, 2015

Within the contact center, managers are increasingly tracking their employees’ performance. This week’s CX Buzz is all about metrics. How do you track your employees, your customers, even the processes you have in place within your company? But are they measuring the right things?

2014 28

2014 Contact Center Metrics Loyalty 28

Avaya

APRIL 6, 2016

For a limited time, we are offering companies of any size the opportunity to replace and upgrade their current contact center solutions with Avaya’s leading offerings at up to 60% off standard pricing. Gartner, Magic Quadrant for Contact Center Infrastructure, Worldwide, 18 May 2015.

Contact Center 40

Contact Center 2014 2015 2016 40

Eptica

SEPTEMBER 30, 2015

The 2015 Eptica Multichannel Customer Experience Study found that over half of routine customer questions were not answered successfully on digital channels by top UK brands , with little improvement since 2014. out of 100 – in January 2013 it was 78.2. Share this page on: Tweet.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Eptica

JUNE 15, 2016

No wonder that Forrester’s research found that more people now use web self-service than the telephone to contact companies , with usage increasing from 67 percent of respondents in 2012 to 76 percent in 2014. On average the number of calls to the contact center fall by over 30%, and emails by more than 50%.

Multi-Channel 51

Multi-Channel Contact Center 2016 2012 51

Customer Interactions

JULY 7, 2015

So it’s great to see that Call Center Helper is acknowledging those companies breaking new ground to bring innovation to the contact center through the Technology Awards 2014.

Innovation 28

Innovation 2014 Contact Center Call Center 28

Eptica

JANUARY 6, 2016

Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers. What are the 4 key attributes of successful customer engagement? Share this page on: Tweet.

2015 50

2015 Customer Experience 2016 Social Media 50

Avaya

SEPTEMBER 2, 2016

I’m proud to say that when Avaya attended GITEX in 2014, we came prepared with a solution that did just that. Our video teller machine (VTM) solution meant Avaya was the only technology vendor to demonstrate a real evolution in the market, taking the ATM into a branch-like environment. We listened and built the solution for that.

Innovation 40

Innovation Feedback 2014 2015 40

Comm100

FEBRUARY 5, 2018

Since the birth of the contact center, the balance between efficiency and quality has been a hot topic for managers looking to cut costs while also ensuring customer retention and loyalty. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014.

E Commerce 41

E Commerce Contact Center 2012 E-support 41

Stella Connect

APRIL 4, 2017

Our StellaService Ecommerce Index studies show progress across the board since 2014, but for many brands, there’s a lot more work to be done. Of course, to make your customers happy and transform your contact center from a cost center to a profit center, you have to do chat well. How wide is the performance gap?

2014 40

2014 Retail Brands 2016 40

CSM Magazine

SEPTEMBER 28, 2021

Kore.ai , a top conversational AI software company, today announced the launch of SmartAssist, the world’s first AI-native end-to-end Contact Center as-a-Service [CCaaS] solution. “Kore.ai ” Key features of Kore.ai SmartAssist include: Automation. The top four banks, top three healthcare businesses in the U.S.,

Contact Center 52

Contact Center Average Handle Time 2014 Healthcare 52

Customer Interactions

JULY 7, 2015

We collected a variety of informative articles on CX and contact centers, including many interesting statistics. These insights offer a great reference point as companies work towards revamping their CX strategies for 2014. Don’t forget to bookmark and take notes!

2014 28

2014 Contact Center Reference Article 28