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

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

ShepHyken

JANUARY 8, 2018

Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. My Comment: The 2018 customer service and experience predictions continue to roll in.

2018 0

2018 Article Customer Service Contact Center 0

ProProfs Chat

NOVEMBER 17, 2017

As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. Omnichannel- I think that 2018 will be the year that Omnichannel becomes a reality for many customer support centers. Here are three things we should be watching for in 2018. Take a look. .

2018 111

2018 Omnichannel 2017 Technology 111

Answer Dash

JANUARY 1, 2019

There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Integrate Slack with support tools Slack has revolutionized contact center communication. Those insights are then used to train the entire team to better engage customers.

Contact Center 67

Contact Center 2019 Demo Article 67

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. 5 Tips to Reduce Your Cost per Contact. Happy reading!

2018 48

2018 Blog 2017 Contact Center 48

Lithium

JULY 13, 2022

In 2018 during the Lithium and Spredfast merger, the idea of centralization was first envisioned to change the way brands and customers interact. For a Forrester top-rated experience, consider the Khoros contact center and our award-winning communities. Khoros does the same with our Customer Experience Insights.

Events 52

Events 2022 Social Media Contact Center 52

Forrester's Customer Insights

OCTOBER 15, 2018

As of 2018, the market for contact center technology has fully shifted to cloud. The remaining outliers of demand are large, highly customized implementations which preserve legacy on premise software, or organizations that wish to maintain the technology inside their firewall.

Contact Center 48

Contact Center 2018 Technology Marketing 48

NICE inContact

MAY 8, 2019

Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? These are questions that keep contact center leaders up at night. Then we compared these findings to what consumers said in our 2018 consumer study. The results?

Download 54

Download Contact Center 2019 Omnichannel 54

NICE inContact

DECEMBER 17, 2018

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. The golden ticket for every contact center is to transform customers into advocates of the brand.

Contact Center 48

Contact Center Omnichannel Download Roadmap 48

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. With so many touchpoints in play, it’s more important than ever for contact center leaders to have their fingers on the pulse of their customers, and then align their own performance with what customers actually experience. This is the nature of life in the digital age.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

Comm100

SEPTEMBER 13, 2021

Whether you’re just beginning your digital transformation journey or well on your way, we hope this series will provide new insights into the ever-changing world of digital customer service strategy. Consolidation of channels and data through connected omnichannel software. What is Digital Transformation? – Staying Connected .

Customer Service 89

Customer Service Omnichannel Social Media 2020 89

NICE inContact

APRIL 24, 2019

To date, Customer Experience wins have been felt in the early parts of the customer journey – particularly around tailored marketing campaigns, personalized web and brand experience, and more recently orchestrated omnichannel communication. However, a 2018 Forrester report points out that CX is stagnating. Last Mile CX.

Contact Center 71

Contact Center Omnichannel Document Insurance 71

Magellan Solutions

MAY 14, 2021

Moving ahead post-pandemic, there will be a large number of companies that will employ a contact center company to keep up with production. However, despite the positive outlook and the perks of having a BPO, those who already have a traditional call center partner are getting tired and not being satisfied.

Call Center 52

Call Center Contact Center Omnichannel Technology 52

Call Experts

OCTOBER 10, 2019

This visual aid for your company, helps you gain insight into customer behavior patterns, and how to structure touchpoints, company vision, and focused services. Understand top tier contact center operations and benefits. Omnichannel management creates opportunity. Why do you need a 24-hour contact support system?

Customer Journey Mapping 64

Customer Journey Mapping Customer Journey Call Center Contact Center 64

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. By consulting the Forrester Wave report, you’ll find a plethora of insights to help streamline your RFI decisions from the outset. A defined and robust methodology.

Contact Center 48

Contact Center Omnichannel 2018 Demo 48

NICE inContact

JANUARY 7, 2019

When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. In their 32-criterion evaluation of cloud contact center providers, Forrester identified the 11 most significant vendors and researched, analyzed, and scored them. Plan for 2019 trends.

Contact Center 48

Contact Center 2019 Omnichannel 2018 48

NICE inContact

MARCH 5, 2019

The baseline: Customers expect omnichannel choices in our contact centres. In our upcoming webinar, Fulfilling Changing Customer Expectations with True Omnichannel , we’ll explore all this and more based on recently published Nice inContact research: the 2018 Customer Experience (CX) Benchmark report. REGISTER NOW.

Omnichannel 67

Omnichannel 2018 2019 Webinar 67

NICE inContact

APRIL 12, 2019

More than 4,000 Unisys agents at 16 global service desk locations handle over 18 million InteliServe contacts annually. In early 2018, Unisys reimagined its service desk offering and worked toward developing a solution that would deliver an outstanding customer experience.

Omnichannel 11

Omnichannel Contact Center 2018 Innovation 11

ijgolding

MARCH 20, 2018

We’re a small company specialised in customer insights, CX consulting and training/change management. I worked for a time for IBM as the program director for the North American contact center organisation, and in Paris as the head of direct channels. Unfortunately, not enough focus on omnichannel.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

Avaya

MAY 23, 2017

Here are three statistics that will get you rethinking your CX strategy in relation to digital transformation: 52% of companies don’t share customer intelligence outside of the contact center. 60% of digital analytics investments will be spent on customer journey analytics by 2018. sales, marketing, HR, billing).

Contact Center 42

Contact Center Touchpoint Customer Centricity Customer Journey 42

TechSee

APRIL 17, 2022

“Thanks for following up, Mr. Jones; I see you submitted images of your 2018 Camry’s left bumper yesterday. Companies looking to improve their customer journey can use an omnichannel approach that delivers an integrated, continuous customer experience. Better Employee Satisfaction.

Customer Experience 207

Customer Experience Call Center Omnichannel Insurance 207

Comm100

MARCH 16, 2022

How to gain insight into citizen needs, behaviors and opinions. Even back in 2018, the Office of Management and Budget in the US ordered all executive branch agencies to add CX into their ‘strategic decisions, culture, and design of services.’. Santa Fe County has been using Comm100 Live Chat since 2018. . – Chapter 4.3:

Government 80

Government Customer Service Customer Satisfaction Consumers 80

Avaya

FEBRUARY 13, 2019

We asked IT and business leaders in Nemertes’ 2018/19 Digital Customer Experience research study of 697 global organizations. Channel Insight – Provide information about the best channel at any given time. Those improved ratings bring in new customers and drive more revenue. What’s more, it’s free marketing for the company!

Interaction 45

Interaction B2B B2C Social Media 45

NICE inContact

JUNE 12, 2019

And 74% of chat interactions result in a first-contact resolution. As we’ve previously reported, our 2018 NICE inContact CX Transformation Benchmark study found that consumers rate online chat as one of the top methods for satisfaction, ease of use, and likelihood to recommend.

Net Promoter Score 54

Net Promoter Score 2018 2019 Download 54

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: .

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Government 74

TechSee

APRIL 10, 2019

Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. Comcast – Omnichannel support. This omnichannel CX is increasingly expected by today’s customers. Power’s 2018 U.S. Boost revenues?

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Here are five key takeaways, in no specific order, to improve contact center performance.

Contact Center 49

Contact Center White Paper Omnichannel 2018 49

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. The very word “multichannel” seemed to indicate that the more channels a contact center could boast, the better.

Customer Experience Management 96

Customer Experience Management 2019 Management Customer Experience 96

SurveySensum

JULY 14, 2020

With a mission to help the businesses deliver better customer experiences, he advises them on customer experience and customer engagement and offers insights to success. He has extensive experience in designing, managing, and delivering insight-driven projects for clients around the world. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

FEBRUARY 16, 2022

38% of respondents of a recent survey on CX, enhancing service levels is the top aim for contact centers in 2022. Here are a few statistics to gain better insights about them – About 40% of shoppers prefer self-service to human contact. How are B2B companies driving customer experience?

2022 10

2022 Customer Experience E Commerce Social Media 10

NICE inContact

DECEMBER 26, 2018

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. Transforming the “no” into “yes” requires your contact center to employ technology designed to flex and scale at the speed of business.

Call Center 48

Call Center Technology Contact Center Omnichannel 48

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Organizations are struggling to create a data strategy that delivers the insights needed to drive anticipatory engagement and repeat spending. The key is investing in an extensible, omnichannel customer engagement solution.

Customer Journey 59

Customer Journey Multi-Channel Contact Center Customer Journey Mapping 59

NICE inContact

DECEMBER 21, 2018

Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. What does that mean?

Contact Center 48

Contact Center Download Omnichannel 2018 48

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Omnichannel Interactions.

Omnichannel 18

Omnichannel Management Contact Center Average Handle Time 18

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? As each year comes to a close, thought leaders and customer experience experts rush to offer insight on how these changes will manifest themselves in the coming months – and whether nor not they’ll leave a lasting impact on the industry.

2018 40

2018 2017 Customer Service Social Media 40

Kustomer

APRIL 30, 2020

For the last 25 years, Adrian has been consulting individuals and companies on their marketing and business development, customer insight, and customer service spaces. First, when executives are asked what their customer service strategies are, they repeat all the typical buzzwords; such as omnichannel, effortless, digital, connected, etc.

Customer Service 64

Customer Service White Paper Books Connections 64