CSM Magazine

AUGUST 16, 2021

The omnichannel approach has been used by marketers to reach as many customers as possible, especially in the current circumstances, where most physical stores remain closed and rely on product deliveries and online purchases. Omnichannel Contact Centers for Improved Customer Service. trillion mark. trillion mark.

Omnichannel 52

Omnichannel Customer Experience Social Media Contact Center 52

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. What do customers expect from contact centers? . But what exactly do customers expect from your contact center? Reduced customer churn .

Customer Journey 123

Customer Journey Brands Contact Center Sales 123

Call Experts

NOVEMBER 20, 2019

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. . . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . More Blogs Menu.

Contact Center 60

Contact Center Management Call Center 2018 60

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. To conclude, it’s been a good year of product demos and I expect the same in 2019.

Contact Center 67

Contact Center 2019 Demo Article 67

NICE inContact

OCTOBER 18, 2019

Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019.

Contact Center 48

Contact Center 2019 Omnichannel 2020 48

NICE inContact

JUNE 26, 2019

One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. To find out, we surveyed over 900 contact center decision makers. This is understandable.

Omnichannel 59

Omnichannel Contact Center 2018 2019 59

NICE inContact

AUGUST 16, 2019

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. What your agents like the most working in contact centers is helping customers. But that is not where it stops.

Contact Center 62

Contact Center 2019 Webinar Interaction 62

ShepHyken

MARCH 18, 2019

Why Omnichannel is the Future of Customer Interactions (And How You Can Get Started) by Josh Brown. My Comment: The technical term “omnichannel” is really about a customer being able to connect with a company through any means they desire; phone, social media, messaging, etc. Here’s some sound ideas that will help you on that journey.

2019 87

2019 Article Net Promoter Score Customer Service 87

NICE inContact

AUGUST 16, 2019

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. What your agents like the most working in contact centers is helping customers. But that is not where it stops.

Contact Center 54

Contact Center 2019 Webinar Interaction 54

NICE inContact

OCTOBER 17, 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 Technology Multi-Channel 48

NICE inContact

JULY 21, 2020

The consumer wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital channels and omnichannel service.

Omnichannel 64

Omnichannel 2019 Consumers Insights 64

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

NICE inContact

OCTOBER 11, 2019

An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers.

Omnichannel 48

Omnichannel Contact Center 2019 Download 48

NICE inContact

OCTOBER 17, 2019

NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019.

Contact Center 48

Contact Center 2019 Multi-Channel Call Center 48

Talkdesk

JANUARY 22, 2019

2019 has brought news that Talkdesk is a finalist in the 2019 Stevie® Awards for Sales & Customer Service in the Innovation in Customer Service – Computer Industries category. Talkdesk is quickly garnering attention from customers and industry leaders as the enterprise cloud contact center.

2019 51

2019 Sales Customer Service Contact Center 51

Talkdesk

DECEMBER 23, 2020

In 2019, small businesses generated 44% of the US economic activity and, as a whole, they create two-thirds of net new jobs and drive U.S. Since many banks have shuttered their branches they are leveraging the contact center as their client experience hub. innovation and competitiveness.

Banking 126

Banking Contact Center Insurance Omnichannel 126

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. Are You Using 1999 Metrics to Measure 2019 Customer Care? Cue the angry phone calls and spiteful social posts.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

Interactions

JANUARY 16, 2019

We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry. So, 2019 may be the year we see more companies ditching the DIY effort and turning to the IVA experts. Conversational AI. Rethinking success. What does success look like?

2019 59

2019 Omnichannel Customer Care 2018 59

UJET

JUNE 25, 2021

We’re long past the days where customer experience is an afterthought and the contact center is viewed as a cost center. Unsurprisingly, mobile usage skyrocketed during the pandemic, and the percentage of mobile interactions with the contact center is now estimated to be 80% or higher globally.

Customer Journey 82

Customer Journey Customer Experience Contact Center Omnichannel 82

CX Accelerator

OCTOBER 25, 2018

There is no doubt that the contact center industry is poised for massive changes. As Justin Robbins says, even the basic tool sets in most contact centers are broken. How can we bypass the milestones of Omnichannel and a useful knowledge base, while expecting to virtualizesupport?

Net Promoter Score 140

Net Promoter Score NPS Contact Center Metrics 140

NICE inContact

AUGUST 13, 2019

Is your contact center keeping up? How do cloud contact centers meet these digital-forward needs? With new innovations in omnichannel strategies, it’s possible to overcome traditional barriers to exceptional customer engagement and provide a complete digital experience. This is the future of customer experience.

Contact Center 54

Contact Center Customer Service Omnichannel Innovation 54

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

NICE inContact

OCTOBER 2, 2019

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. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Omnichannel 60

Omnichannel Contact Center Social Media 2019 60

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. We surveyed over 900 decision makers in the contact center to get their opinions, and we compared these perceptions to what consumers say.

Contact Center 55

Contact Center Omnichannel 2019 Customer Centricity 55

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. The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level.

Download 54

Download Contact Center 2019 Omnichannel 54

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. For our 2019 predictions, we are honored to share unique and well-informed perspectives from an elite group of industry thought leaders. Michael discusses how, in 2019, customer experience (CX) will be king. Ben Tresham, Operations Director, Hello Customer.

2019 40

2019 Customer Experience Social Media 2024 40

TechSee

SEPTEMBER 20, 2018

Measuring (and limiting) the length of time an agent spends on each call is seen as an important KPI to ensure efficient and agile call center operations. Deloitte reports that by 2019, more than half of customer interactions are expected to be through channels other than voice. . The Shift to an Omni-Channel Approach.

Customer Centricity 104

Customer Centricity Contact Center Net Promoter Score Call Center 104

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. To welcome the new year, here are five predictions for 2019. Customers today expect to be able to not only contact support via mobile, web, in-app, social, and more, but easily move between channels without compromising their experience.

2020 78

2020 Contact Center 2019 Omnichannel 78

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. How important is this?

Contact Center 54

Contact Center Call Center Omnichannel Customer Satisfaction 54

eGain Blogs

MAY 8, 2020

All of it backed with consistent omnichannel knowledge management and conversational guidance system across touchpoints. A large insurance provider handled a 700% increase in customer service demand, while improving FCR (First-Contact Resolution) by 10% amid the COVID-19 crisis. Why not go with the leader? Here are some examples.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Omnichannel 52

eGain Blogs

MAY 8, 2020

All of it backed with consistent omnichannel knowledge management and conversational guidance system across touchpoints. A large insurance provider handled a 700% increase in customer service demand, while improving FCR (First-Contact Resolution) by 10% amid the COVID-19 crisis. Why not go with the leader? Here are some examples.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Omnichannel 52

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

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

Contact Center 148

Contact Center Engagement Omnichannel 2019 148

Call Experts

NOVEMBER 20, 2019

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. . . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . More Blogs Menu.

Call Center 49

Call Center Management Contact Center 2018 49

Kustomer

MARCH 8, 2021

And often, high-growth brands struggle to scale their contact centers while also managing an influx of shopper queries, such as returns or locating an item. increase over 2019. True Omnichannel. Growth creates growing pains. As such, brands should take notice. billion, an 8.3% over the previous year as well.

Omnichannel 69

Omnichannel 2020 Retail Contact Center 69

ShepHyken

FEBRUARY 25, 2022

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. Offer an omnichannel experience . But that’s not the case.

Contact Center 62

Contact Center 2010 Loyalty Customer Retention 62

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