CSM Magazine

DECEMBER 7, 2022

A contact center serves as a primary hub for customer service through which customers can connect with the organization around different mediums. Contact centers are the heart of your business and play a vital role in the customer experience approach.

Contact Center 52

Contact Center Poor Customer Service Customer Service Representative 2018 52

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.

Contact Center 59

Contact Center 2018 2019 Culture 59

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . Centers incentivize employees to work over the holiday and be prepared.

Contact Center 60

Contact Center Management Call Center 2018 60

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center 2018 Innovation Social Media 40

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center 2018 Innovation Social Media 40

Talkdesk

OCTOBER 18, 2018

For the second year in a row, Talkdesk is recognized as a Visionary by Gartner in the 2018 Magic Quadrant for Contact Center as a Service, North America , and highest among Visionaries on the Ability to Execute scale.

Contact Center 56

Contact Center 2018 Call Center Sales 56

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? Hear about actual contact center transformations and best practices, too.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

Oracle

APRIL 19, 2018

Looking for customer experience conference and events information for 2018 and 2019? April 2018 CX Events and Conferences. Customer Contact East: A Frost & Sullivan Executive MindXchange. April 8 – 11, 2018. Oracle Modern Customer Experience. April 10 – 12, 2018. May 1, 2018.

Events 60

Events 2018 2019 Customer Experience 60

Stella Connect

NOVEMBER 2, 2021

You’ve still got an opportunity to make late-stage improvements for your customer service team to make a difference and impact sales revenue for the better. In order to succeed, your entire customer service team — from team leaders to agents — needs to understand the critical role it plays.

Contact Center 88

Contact Center Average Handle Time Interaction Brands 88

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. ICCU takes a fresh, unique approach to customer service, and it shows. These efforts pay off.

Contact Center 75

Contact Center 2019 Net Promoter Score NPS 75

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. This all leads to cost savings in your contact center. You’re lowering call volume.

Contact Center 54

Contact Center 2008 Travel 2018 54

NICE inContact

DECEMBER 3, 2018

Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

Contact Center 48

Contact Center Omnichannel 2018 2017 48

Talkdesk

NOVEMBER 29, 2017

As 2017 comes to a close, call centers are busier than ever fielding calls from customers and planning for the new year. Video #1: 5 Crazy Ideas for Transforming Your Contact Center. Despite significant advancements in technology, the phone support experience has remained unchanged for 30 years.

Contact Center 40

Contact Center 2018 Call Center Hotels 40

Call Experts

DECEMBER 12, 2019

Businesses feel the influence of these negative support experiences on social media channels and email-based customer communications. A well-seasoned contact center will help! . Our seasoned contact center agents, Experts, receive additional training on how to handle tasks during peak hours more efficiently.

Contact Center 69

Contact Center Call Center 2018 Customer Journey Mapping 69

NICE inContact

OCTOBER 15, 2018

No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth. Can your contact center keep up with changing consumer demands? The post [NEW RESEARCH] Can your Contact Center Keep Up with Changing Consumer Demands?

Contact Center 49

Contact Center Consumers 2018 2017 49

Oracle

MARCH 12, 2018

Oracle Modern Customer Experience 2018 will take place April 10 – 12 in Chicago, with 250+ planned sessions focusing on the hottest topics in customer experience. Ready to register now for Modern Customer Experience 2018? Manager – Customer Relations, Pier 1 Imports.

2018 45

2018 Customer Experience Contact Center Roadmap 45

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. For example, is the goal to improve your customers’ experience, and if so, which facet? Social Media.

Contact Center 82

Contact Center Feedback Blog Customer Journey Mapping 82

Call Experts

FEBRUARY 19, 2020

How focussed are you on improving customer experience (CX). What is customer experience? CX is the sum of all the moments your customers share during their entire customer journey. Improving this experience is about developing an emotional connection to create a brand perception of your company.

Customer Experience 80

Customer Experience Contact Center Call Center 2018 80

Talkdesk

JANUARY 2, 2019

As 2018 comes to a close and we prepare for a new year, three main themes will dominate the reader’s list for 2019: becoming a customer experience hero, improving both customer AND agent experience and improving operational efficiency. Ditch your legacy on-prem system.

Contact Center 67

Contact Center 2019 2018 ROI 67

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

Contact Center 40

Contact Center 2018 Call Center Call Recording 40

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

Call Experts

JANUARY 29, 2020

With all of these items to monitor, it’s easy to forget to prioritize your customer’s journey. . Seamless customer experience is a significant contributor to a strong foundation for business growth. How can you monitor your customer experience? Analyze your customer journey. Tips for getting new customers.

Customer Experience 78

Customer Experience Contact Center Call Center 2018 78

CSM Magazine

JANUARY 23, 2019

In 2018 it was predicted that voice would soon be dead and chatbots would be controlling the customer experience. However, this prediction missed one critical factor: the customer. With this in mind, here are 10 top trends for contact centers and the customer experience in 2019.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

Talkdesk

JANUARY 19, 2017

These advances increase what customer experience teams can do, but that also comes with a rising level of customers expectations. Not too long ago, customers handled all of their communication with companies via the phone: bookings, support, payment, etc. Multichannel vs. omnichannel. Artificial Intelligence.

Contact Center 42

Contact Center 2018 Omnichannel 2016 42

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. AI technologies like Siri, Google, Alexa and Bixby are all taking shape with different customer experience strategies.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running. They will give you the flexibility to customize your solution.

Contact Center 74

Contact Center Omnichannel 2018 Social Media 74

NICE inContact

OCTOBER 19, 2018

Gartner’s 2018 Magic Quadrant for Contact Center as a Service, North America has just been released, and once again, NICE inContact is named a leader for the fourth year in a row. Notable head start in emerging AI-enabled contact center market.

Contact Center 48

Contact Center Omnichannel 2018 Innovation 48

8x8

FEBRUARY 26, 2018

We’ve spent the last year building and perfecting cloud communications, collaboration and customer engagement solutions that both simplify and enhance the employee and customer experience. 8x8’s executives, experts and customers will also be featured in a jam-packed lineup of speaking sessions throughout the week.

2018 54

2018 Connections Contact Center Customer Experience 54

ijgolding

JANUARY 22, 2018

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. Design your website with user-experience in mind.

2018 76

2018 Customer Experience Social Media Contact Center 76

CX Accelerator

APRIL 11, 2018

The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. If you're in survival mode, there's no time to focus and use this information to make your customers' lives easier.

Customer Experience 182

Customer Experience Wireless Leadership Books 182

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in.

2018 0

2018 Article Customer Service Contact Center 0

NICE inContact

FEBRUARY 13, 2018

“Hello Lauren, thank you for contacting customer service, what can I help you with today?” Doesn’t that start your customer experience off right? In order to customize your communication, companies use agent screen pops to aid in the journey. However, benefits extend to other contact center metrics as well.

Contact Center 49

Contact Center Average Handle Time Engagement Metrics 49

8x8

FEBRUARY 26, 2018

We’ve spent the last year building and perfecting cloud communications, collaboration and customer engagement solutions that both simplify and enhance the employee and customer experience. 8x8’s executives, experts and customers will also be featured in a jam-packed lineup of speaking sessions throughout the week.

2018 48

2018 Connections Contact Center Customer Experience 48

8x8

FEBRUARY 26, 2018

We’ve spent the last year building and perfecting cloud communications, collaboration and customer engagement solutions that both simplify and enhance the employee and customer experience. 8x8’s executives, experts and customers will also be featured in a jam-packed lineup of speaking sessions throughout the week.

2018 48

2018 Connections Contact Center Customer Experience 48

ShepHyken

JANUARY 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. It’s convenient and predictable, and customers love it. CEOs Who Are Transforming Customer Experience by Robert Reiss. ” Call center tips to ensure successful agents by Scott Sachs .

Article 101

Article 2018 Customer Service Contact Center 101

ShepHyken

JANUARY 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018.

2018 93

2018 Article Customer Service Social Media 93