TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. Computer Vision AI – Reinventing the Contact Center. Image to text.

Contact Center 174

Contact Center Average Handle Time Insurance B2C 174

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What do customers expect from contact centers? .

Customer Journey 123

Customer Journey Brands Contact Center Sales 123

CSM Magazine

JANUARY 23, 2019

With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. Brands will start going back to basics. There are increasing numbers of brands focusing on the CX rather than basic contact center metrics, which is a positive move for the industry as a whole.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Published on: April 25, 2019. Author: Pauline Ashenden - Marketing Manager The last 25 years have seen the rise of contact centers, both within organizations and in the public mind.

Contact Center 75

Contact Center Net Promoter Score 2019 Metrics 75

Playvox

NOVEMBER 2, 2021

Let’s explore five current shopping trends, and what this behavior means for those of us in the contact center industry. Brands are responding by blurring the lines between retail and online stores, giving customers the best of both worlds and allowing them to be served in the manner that they prefer. Hybrid Holiday.

Contact Center 73

Contact Center E Commerce E-support 2021 73

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 48

Contact Center 2019 Call Center Omnichannel 48

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. And these solutions help agents quickly and accurately assist customers, protecting your brand, and customer satisfaction. . Key 2020 Trends: Cloud Contact Centers.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. What does this “new contact center” look like? But what kind of changes are we talking about? million a year in lost productivity).

Contact Center 63

Contact Center 2025 2019 2023 63

TechSee

AUGUST 14, 2023

Brittany is also the co-founder of The Superfan Company, a fan-engagement agency that has created campaigns and products for global brands including Walmart, Disney, Amazon, Luke Bryan, Katy Perry, and the Boston Red Sox. An experienced strategist with excellent knowledge of business management, strategy, brand, and marketing.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Kustomer

DECEMBER 20, 2019

The final days of 2019 are drawing to a close, and that means it’s time for Kustomer’s year-end wrap up. Here are some of the most memorable highlights: Top Customer Service Trends of 2019. Achieving true omnichannel support was a focus of many organizations in 2019. Kustomer 2019 Developments. The Rise of AI and ML.

2019 93

2019 E-support Omnichannel Events 93

CloudCherry

SEPTEMBER 6, 2018

Predictive analytics is a branch of business intelligence that takes customer data and behaviors from within your application, analyzes them, and produces predictions on future paths your customers might take or emotions they might feel towards your brand. Do women just dislike your brand? How are causal models different?

Definition 221

Definition 2019 NPS Financial 221

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

2024 177

2024 Sales Customer Service Sports 177

Call Experts

NOVEMBER 20, 2019

People are running to get gifts from their favorite brands online and in-store. In 2019, Salesforce forecasts a "sustained and solid U.S. In 2019, Salesforce forecasts a "sustained and solid U.S. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . .

Contact Center 60

Contact Center Management Call Center 2018 60

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

2024 156

2024 Sales Customer Service Sports 156

Talkdesk

JULY 3, 2020

Talkdesk is proud to be the first and only CCaaS provider to possess the ISO 22301 Business Continuity certification since 2019, which specifies requirements to establish, implement, maintain and continually improve a documented management system to protect and recover business operations against disruptive incidents.

Contact Center 82

Contact Center Competitive Advantage 2019 Document 82

Advantage Communications

JANUARY 28, 2019

Whether you outsource your customer service to a contact center or have your own in-house team, happy and engaged employees are the very foundation of your business.

Contact Center 45

Contact Center Engagement 2019 Blog 45

NICE inContact

AUGUST 20, 2020

NICE inContact Global CX Benchmark study, 2019 shows that great service can build brand loyalty among 81% of customers and turn 87% of them into advocates. Customer experience (CX) is the new tool for competitive differentiation and every company large and small is investing in creating better experiences for their customers.

Contact Center 78

Contact Center 2019 Loyalty Brands 78

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

2019 173

2019 Customer Experience 2025 ROI 173

Interactions

DECEMBER 18, 2019

Which takes us to 2019, which was a big step forward from what we saw in 2010. To reflect on this past year and change our focus to the next 10, we gathered Interactions experts to give their take on what the biggest trends of 2019 were: Voice is Back Baby . The novelty around chatbots was over by the middle of 2019.

2019 62

2019 Customer Experience 2010 Contact Center 62

ShepHyken

AUGUST 19, 2019

(ClickZ) Customer service provider Simplr has released a new report on the most common customer service pitfalls among eCommerce brands. They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. My Comment: Do you want better customer service?

2019 118

2019 Article Customer Service Leadership 118

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. As 2019 comes to a close, they must better prepare for the new decade and beyond. Explosion of virtual contact centers. billion by 2024, up from $220 million in 2019.

2020 136

2020 Customer Service Contact Center Social Media 136

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. The State of Bots in 2019: Successes and Failures by Astrid Monge. by Athina Mallis.

2019 98

2019 Article Social Media Customer Service 98

BlueOcean

JANUARY 20, 2022

In a world where the customer experience matters more than ever, the decision to outsource your customer care has significant impact on your brand and its reputation. Most contact centers evolved to be able to deliver effective, scalable work-at-home models over the past two years, which begs the question: does location still matter?

2022 156

2022 Contact Center Customer Care Sports 156

BlueOcean

MARCH 31, 2021

And, finally, remote work and evolving sleep habits have shifted traditional contact center communication spikes from pre/post-work hours to the middle of the day. The vast majority of contact centers and companies in general already had some level of omni-channel customer care infrastructure in place prior to the pandemic.

Tourism 156

Tourism Contact Center Customer Care 2020 156

BlueOcean

JANUARY 21, 2019

The 2019 judges were very impressed by the caliber of this year’s nominations, which set another record for this competition. Headquartered in Atlantic Canada, the company has been supporting brands that are leaders in their categories from education to insurance, from CPG to technology since 1994. About The Stevie Awards.

2019 204

2019 Customer Service Insurance 2017 204

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. Good service builds trust, which in turn creates happy, loyal customers who spend more and stay longer with a brand.

2019 60

2019 Customer Service Contact Center Customer Centricity 60

BlueOcean

MARCH 3, 2020

The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. Their success story is focused on the challenges of launching a new consumer line of products designed at increasing brand awareness and gaining market share. They consistently deliver a best-in-class customer experience that produces brand loyalty for our client.

2020 156

2020 Contact Center Insurance 2017 156

CSM Magazine

DECEMBER 12, 2019

Whether buying goods online or paying bills over the phone, they happily relay accounts and credit card details to a contact center agent without a second thought, trusting that the company that they are dealing with will manage their card data securely. The view from the contact center. But how secure are they?

Contact Center 52

Contact Center 2018 2004 2008 52

CX Accelerator

MAY 25, 2022

While not every support team has an email address, nor am I saying it is a requirement for every company depending on your customer needs, I have been tasked with creating the support email address in my job for a new brand. She was the 2019/2020 recipient of the CloudCherry CX Influencer Award and is an ICMI Top 25 Thought Leader.

2005 316

2005 2012 Social Media Contact Center 316

BlueOcean

FEBRUARY 25, 2019

The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. Headquartered in Atlantic Canada, the company has been supporting brands that are leaders in their categories from education to insurance, from CPG to technology since 1994.

2019 136

2019 Customer Service Contact Center Insurance 136

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Here’s the archived version. I would like to start introducing our speakers for today’s webinar.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

BlueOcean

APRIL 15, 2019

From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. What is the right hiring profile for a brand whose customers have sky high service expectations?

Customer Care 189

Customer Care Social Media Contact Center 2019 189

BlueOcean

DECEMBER 10, 2019

In 2019, Blue Ocean launched a brand-new website to better serve our web visitors with a more engaging, intuitive experience (we hope you’re enjoying it!) Below you’ll find our top 10 most popular blog posts of 2019 – grab a cup of coffee and get reading! Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

2019 31

2019 Blog Contact Center Customer Service 31

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. MWC Barcelona 2019 Self-Service Sessions not to be missed. A talented sales assistant instinctively knows when and how to offer advice to a customer, enhancing the retail experience and creating true brand loyalty. In a nutshell.

2019 95

2019 Innovation Telecommunications Events 95

Uniphore

APRIL 13, 2020

It’s become clear that the contact center needs to offer customers a better experience. Customer expectations for help and support have increased dramatically, Gartner noted in 2019. And it didn't matter what industry -- expectations were high across the board. More people today demand always-on support.

Brands 75

Brands Contact Center 2019 Customer Expectations 75

CloudCherry

FEBRUARY 6, 2020

Murphy Fraser is the Client Success Manager at Skillshare for Teams, an ICMI Top 50 Thought Leader & Featured Contributor, a recent top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, and my honored guest on this week’s ‘The Sweets of CX’. First off, why IS personalization so important? Interest piqued? Take a listen.

Contact Center 195

Contact Center 2019 Customer Centricity 2020 195

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

Brands 88

Brands White Paper Social Media Webinar 88