Joe Rawlinson

JUNE 1, 2016

Omni-Channel Support Options. In fact, many who ask a company a question or leave a complaint on a social channel expect a reply within an hour. Consistent with this expectation of quick response, customers say live chat and voice support are the channels they find most satisfactory. By 2019, this will increase to $210.5

Customer Expectations 108

Customer Expectations Multi-Channel 2015 Social Media 108

NICE inContact

MAY 23, 2019

This dynamic has created a scenario in which organizations have to offer many more service channels than in the past in order to address the wide spectrum of preferences and capabilities of their customer base. Measuring satisfaction levels with specific channels is one input to this process. appeared first on NICE inContact Blog.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.

Contact Center 70

Contact Center Social Media 2019 Document 70

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans.

Omnichannel 60

Omnichannel Contact Center Social Media 2019 60

SurveySensum

JULY 14, 2020

Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels. He also has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

2020 132

2020 Customer Experience Magazine Consulting 132

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. Our second annual study delves into attitudes and perceptions about customer experience and service delivery — from the perspective of both customers and contact center leaders.

Net Promoter Score 54

Net Promoter Score Contact Center 2019 Social Media 54

NICE inContact

JUNE 26, 2019

One top demand is for true omnichannel customer service , no matter the channel. Or better yet, the same agent speaking to them on chat easily can transition with them to phone or to other digital channels. To find out, we surveyed over 900 contact center decision makers.

Omnichannel 59

Omnichannel Contact Center 2018 2019 59

NICE inContact

OCTOBER 17, 2019

.” In fact, we discovered that almost half of businesses expect to need additional resources for their agent-assisted channels in the coming year, and it’s being driven by consumer demand. Of those adding resources, 61% report that it is being driven by increasing volume in channels like phone, chat, and social media.

Contact Center 48

Contact Center Social Media 2019 Touchpoint 48

Qualtrics

FEBRUARY 5, 2021

Qualtrics was recognized for the best use of technology for the Qualtrics Support Portal where customers receive a unique multi-channel experience when contacting our world-class support team. Best use of technology. This is only the beginning – look for more improvements coming to the Support Portal throughout 2021.

Customer Service 26

Customer Service Multi-Channel Roadmap Contact Center 26

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. Studies show I am not alone in this preference.

Management 54

Management Customer Experience Contact Center 2017 54

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. Studies show I am not alone in this preference.

Management 54

Management Customer Experience Contact Center 2017 54

TechSee

FEBRUARY 12, 2018

Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer. Braze (formerly Appboy) is a lifecycle engagement platform that delivers personalized messaging experiences that span across channels, platforms, and devices.

2018 84

2018 Customer Service Multi-Channel Document 84

TechSee

FEBRUARY 12, 2018

Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer. Braze (formerly Appboy) is a lifecycle engagement platform that delivers personalized messaging experiences that span across channels, platforms, and devices.

2018 84

2018 Customer Service Multi-Channel Document 84

NICE inContact

MAY 8, 2019

This might sound simple, but many customer-centric organisations could benefit from adopting industry-leading technology that enables analysing key metrics, such as first response rate, resolution times, customer satisfaction by channel, and more. Why Is CX the Best Form of Promotion? Plus it accelerates growth through positive word-of-mouth.

2019 63

2019 Advertising Demo Customer Centricity 63

Avaya

AUGUST 15, 2016

billion by 2019 (PwC Sports Outlook Study). Contact Center: Streamlines communications channels to identify fan-to-venue and fan-to-club relationships. Barra Olympic Park is the main competition center and meeting point for the 17-day event. Let’s do a math exercise to put this into perspective.

Sports 41

Sports 2016 Events Multi-Channel 41

NICE inContact

MAY 21, 2019

The newly released 2019 NICE inContact CX Transformation Benchmark reveals a surprising gap between business and consumer perceptions — and contains some critical takeaways for contact centres of all sizes. AI & Self-Service Are Transforming CX.

Virtual Agent 54

Virtual Agent Webinar Consumers 2019 54

Brad Cleveland Blog

JUNE 30, 2015

billion units shipped in 2019. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 Connected-home device shipments comprise about 25% of …

Connections 21

Connections 2019 Marketing Multi-Channel 21

Brad Cleveland Blog

JUNE 30, 2015

billion units shipped in 2019. According to a report by BI Intelligence: Connected-home device shipments will grow at a compound annual rate of 67% over the next few years, and hit 1.8 Connected-home device shipments comprise about 25% of …

Connections 20

Connections 2019 Marketing Multi-Channel 20