Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . .

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Contact Center Management Call Center 2018 60

Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people around them to find information to solve issues. In reality, the last mile that makes or breaks the customer experience lies in the contact center.

Contact Center 81

Contact Center Customer Experience Omnichannel 2016 81

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. AI Describe your current AI capabilities and services. What results have you seen?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. What you can do: Establish an omnichannel strategy.

Contact Center 40

Contact Center 2016 Insights Banking 40

NICE inContact

AUGUST 2, 2016

Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center.

Contact Center 48

Contact Center 2016 Exceptional Customer Service Communication 48

Think Customers

JULY 26, 2016

As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking.

Contact Center 58

Contact Center 2016 Customer Service Customers 58

NICE inContact

AUGUST 24, 2017

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% Some even offer concierge services.

Contact Center 55

Contact Center Banking 2016 Call Center 55

Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. We presented our subjects with an extensive list of potential contact center issues for 2016 and asked them to choose all that they felt applied to them.

Contact Center 56

Contact Center 2016 Webinar Call Center 56

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents.

Contact Center 51

Contact Center Net Promoter Score Average Handle Time 2016 51

NICE inContact

AUGUST 24, 2017

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% Some even offer concierge services.

Contact Center 48

Contact Center Banking 2016 Call Center 48

CSM Magazine

MARCH 12, 2020

What if your employees had to work from home and you had to close your contact centers indefinitely? From fixed to fluid – wider issues in customer service. Gig customer service is on the rise, with the added bonus that these workers can provide customer service from anywhere in the world.

Contact Center 52

Contact Center Call Center Government 2016 52

Uniphore

OCTOBER 19, 2015

The hottest trend in business today is what your call center is all about: extraordinary customer service. Customer experience will make you or break you, but what exactly do you need to do to keep your customers satisfied? The writing is on the wall: By 2020, see fast resolution as their #1 need. Read More.

Contact Center 79

Contact Center 2016 Customer Service Call Center 79

ShepHyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Some customers answer questions on forums for free just because they enjoy doing it. New York Times ?bestselling

2016 126

2016 Contact Center Brands Customer Service 126

Forrester's Customer Insights

DECEMBER 21, 2021

Close your eyes and I’ll set the scene: it’s 2016. News articles are predicting the death of the contact center as we know it. AI, the prophesied hero, powering the agent who doesn’t need breaks and can engage with 100 – no, 1000 – customers at once. Chatbots are all the rage.

Customer Service 49

Customer Service 2016 Contact Center Article 49

Storyminers

JANUARY 24, 2017

Overall, it’s really just about providing a quality customer experience. We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. Increasing the focus on your customers is essential.

Contact Center 53

Contact Center 2017 Brands Hospitality 53

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 60% of consumers have higher expectations for customer service now than they did just one year ago.

Customer Service 70

Customer Service 2015 2016 Contact Center 70

CSM Magazine

SEPTEMBER 12, 2023

Zenarate leads the learning transformation to develop top-performing contact center agents. Zenarate , the leading AI Simulation Training solution for customer-facing agents, today announced strong customer growth despite the headwinds experienced by many tech companies. Canada, Mexico, Philippines, India, and Europe.

Telecommunications 59

Telecommunications Marketing Contact Center Insurance 59

Myra Golden

JUNE 2, 2016

Three Unique Professional Development Events for Customer Service Professionals. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. August 10, 2016 1:00pm ET – 2:00pm ET. August 10, 2016 1:00pm ET – 2:00pm ET.

Contact Center 40

Contact Center Events 2016 Webinar 40

Myra Golden

JUNE 2, 2016

Three Unique Professional Development Events for Customer Service Professionals. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. August 10, 2016 1:00pm ET – 2:00pm ET. August 10, 2016 1:00pm ET – 2:00pm ET.

Contact Center 40

Contact Center Events 2016 Webinar 40

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

2016 0

2016 Customer Service Social Media 2015 0

NICE inContact

AUGUST 23, 2016

While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures. Most contact centers fall somewhere in the middle ground. As a contact center leader, where do you start that process? Till Your Land. Let the Sun Shine.

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Contact Center Culture Poor Customer Service 2016 44

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Is it stopping the customer from buying? Analyzing the language used within a digital interaction provides the ability to triage effectively and save the most at risk customers.

Customer Service 71

Customer Service Contact Center Social Media 2016 71

Eptica

OCTOBER 4, 2017

Date: Wednesday, October 4, 2017 National Customer Service Week: The opportunity of Artificial Intelligence. Author: Neil Titcomb We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice.

Customer Service 68

Customer Service Contact Center 2017 2015 68

Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Before You Go. Before You Go.

Contact Center 40

Contact Center Presentation Culture Customer Centricity 40

COPC

AUGUST 4, 2016

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center Magazine Average Handle Time Call Center 40

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In fact, it’s such a huge deal for customers today that it has overtaken price and product as the key brand differentiator.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

Eptica

SEPTEMBER 30, 2016

Date: Friday, September 30, 2016 4 ways of raising the profile of customer service in your organization. Published on: September 30, 2016. Author: Anne-Merete Jensen National Customer Service Week (NCSW) will soon be celebrated on both sides of the Atlantic. The scale of the industry is impressive with 3.4

Customer Service 60

Customer Service Contact Center 2016 Social Media 60

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. Making conversations count Despite what many consumers may believe, poor service is not normally deliberate. A good example of the benefits of overhauling customer service is budget airline Ryanair.

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Customer Service Poor Customer Service Contact Center 2016 50

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. This shift to a mobile first world has a big impact on the customer experience and customer service. There are three areas to focus on: 1. Share this page on: Tweet. Share this page on: Tweet.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands.

Customer Service 49

Customer Service Contact Center Social Media 2016 49

Talkdesk

OCTOBER 11, 2016

Dreamforce 2016 was a whirlwind adventure jam packed with great conversations, captivating speaking sessions and a few amazing giveaways. In between all of that, we announced three major Talkdesk for Salesforce features that will change the way businesses everywhere provide customer service: Native SMS Functionality.

2016 40

2016 Contact Center Download Customer Service 40

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year?

Customer Service 49

Customer Service 2016 2015 E Commerce 49

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. I think it comes down to four areas: 1.

Hotels 56

Hotels Customer Service Social Media Travel 56

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

WSI was one of the early customers of Stella Metrics, and continues to use the product to measure and improve performance across its customer service and fulfillment operations. Building on the strength of the existing partnership, WSI became one of the first Stella Connect customers after the product launched in 2016.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omnichannel 40

Omnichannel Connections 2016 Contact Center 40