ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. In 2019 businesses continue to fund their IVR call solutions as statistics both formal and anecdotal continue to demonstrate the need. Get Straight to the Point.

Blog 92

Blog Customer Experience Contact Center Interaction 92

Brad Cleveland Blog

JANUARY 18, 2019

Contact center measurements are plentiful and it’s easy to get buried in information.

Contact Center 26

Contact Center Management Measurement Information 26

ShepHyken

DECEMBER 20, 2019

Whether you oversee a large contact center or teams in various locations, creating a CX strategy that works will improve your bottom line. Reflecting on these statistics, it is clear that nurturing positive relationships with customers will bring value to your business. Every business can benefit.

Blog 83

Blog Customer Experience Roadmap Financial 83

Hello Customer

MAY 19, 2021

We think of touchpoints such as digital channels and salespeople, but many often forget the one that is perhaps the most important, the contact center. Yet, these centers often don’t get the attention and recognition they deserve. Contact centers are often seen as a cost center, something you need to have as an organization.

Competitive Advantage 98

Competitive Advantage Customer Care 2021 Customer Centricity 98

SaleMove

JULY 8, 2020

The post The Times They Are a-Changing: Talent in the Contact Center Part 4: The Research Team appeared first on Glia Blog | Digital Customer Service Explained. The post The Times They Are a-Changing: Talent in the Contact Center Part 4: The Research Team appeared first on Glia Blog | Digital Customer Service Explained.

Contact Center 52

Contact Center Virtual Agent Blog Customer Service 52

Brad Cleveland Blog

FEBRUARY 12, 2016

Contact center measurements are plentiful and it’s easy to get buried in information.

Contact Center 26

Contact Center Management Measurement Information 26

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. That’s where a customer service call center comes in.

Call Center 52

Call Center Customer Service E Commerce E-support 52

Optimove

DECEMBER 25, 2023

Statistically Credible Multitouch Attribution: Optimove provides statistically credible multitouch attribution, enabling marketers to understand the impact of each marketing action on customer behavior. Customer-Led Approach: Optimove’s Customer-Led Marketing Platform places the customer at the center of marketing efforts.

Customer Journey 59

Customer Journey Customer Journey Mapping Download Touchpoint 59

SaleMove

JULY 8, 2020

In today’s contact center, employees use statistics from ACD reports, quality surveys, and staffing systems to adjust routing rules, suggest agent coaching programs, and adjust staff schedules. Data is the New Oil – Data Scientists in the Contact Center. Data is about to revolutionize contact centers as well.

Contact Center 58

Contact Center Sports Reference Insights 58

NICE inContact

MARCH 14, 2019

Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. Leading organizations have found where the customer experience foundation is: the contact center. To improve customer experience , begin at the contact center. appeared first on NICE inContact Blog.

Customer Expectations 68

Customer Expectations Contact Center ROI Webinar 68

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. They’re using AI for the following functions: Natural Language Processing (NLP) – Understanding speaking or writing languages and being able to interpret those into meaningful statistics or actionable recommendations.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

NICE inContact

MAY 23, 2019

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. These are just a few examples of the thought-provoking statistics contained in our latest benchmark study.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

NICE inContact

OCTOBER 10, 2019

The statistics behind the emotions. Here are some of the most revealing statistics on customer experience and customer retention. The post Why Positive Customer Experience Increases Customer Retention appeared first on NICE inContact Blog. Let’s look more closely at the link between customer experience and customer retention.

Customer Retention 70

Customer Retention Customer Experience Contact Center Customers 70

Call Experts

MAY 8, 2019

AI offers support for functions like: Natural language processing to understand conversations and interpret vital statistics with actionable recommendations. Develop sophisticated performance analytics that evaluates contact center metrics. More Blogs Menu. Understand top tier contact center operations and benefits.

Customer Experience 65

Customer Experience Call Center Contact Center 2018 65

Tricia Morris

FEBRUARY 16, 2023

Is the contact center the next big tech frontier? According to an Allied Market Research (AMR) report, the global Contact Center as a Service (CCaaS) industry is forecast to reach $19.8 With the move to the cloud and increased innovation forced upon many companies by the pandemic, it certainly appears so.

Contact Center 64

Contact Center Innovation Marketing Blog 64

Beyond Philosophy

AUGUST 15, 2019

Marketers do not analyze in statistics or approach it with the scientific method. Peppers also thinks this is promising because it opens the doors to contact center analysis for observational data. Moreover, what could be better than hearing from the mouth of the customer what they’re saying?

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

Brad Cleveland Blog

JANUARY 18, 2019

Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of measures and objectives that support their mission and direction.

Contact Center 20

Contact Center Management Measurement Information 20

Brad Cleveland Blog

JANUARY 18, 2019

Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of measures and objectives that support their mission and direction.

Contact Center 20

Contact Center Management Measurement Information 20

SaleMove

JULY 29, 2019

This is the first installment of a blog series that examines the trends driving the transformation, reviews how people work in today’s contact center, and explores what you should do now to staff the contact center of tomorrow. Start Swimming. “ You better start swimmin’ or you’ll sink like a stone.”

Contact Center 40

Contact Center Sports Metrics Social Media 40

Avaya

MAY 23, 2017

Walk in your customers’ shoes, contact your organization as your customers would. 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. What was your web experience?

Contact Center 42

Contact Center Touchpoint Customer Centricity Customer Journey 42

Call Experts

SEPTEMBER 5, 2019

All while updating real-time statistics on your online portal! . If you integrate with our live agent solutions, improve live operator efficiency, and call center service cost. Contact us today at info@callexperts.com for more information. More Blogs Menu. Understand top tier contact center operations and benefits.

Call Center 45

Call Center Contact Center 2018 Healthcare 45

NICE inContact

NOVEMBER 8, 2018

That’s terrific news for workers, but contact centers planning to staff up for the holiday season must be sweating a little. If not, how about this statistic: companies like Target, Amazon, UPS and FedEx plan to hire 704k seasonal workers this year, an increase of about 90k year over year. Is it getting hot in here?

Contact Center 48

Contact Center Travel Webinar Blog 48

BirdEye

AUGUST 28, 2023

In this blog, you will learn actionable steps to create an irresistible social media profile for your business. It also includes your business’s logo, profile picture, contact information, photos, and news updates. You want to be there with a social media strategy that puts your brand front and center.

Social Media 52

Social Media Entertainment Multi-Channel 2023 52

PeopleMetrics

JULY 17, 2018

visit to store, call to contact center, visit to website). Market research surveys seek anonymously provided, solicited feedback, typically from a small sample of statistically relevant customers, on key strategic questions. P.S. What did you think of this blog post?

Measurement 210

Measurement CEM Telecommunications 2001 210

Beyond Philosophy

JANUARY 11, 2024

While I doubt that this statistic is accurate for every behavior, it illustrates that changing behavior requires consistency for a time before it becomes habitual. For example, a health insurance company that wants to move customers’ questions to their app over their call center might have difficulty changing behavior.

Return on Investment 88

Return on Investment Insurance Hotels Customers 88

Brad Cleveland Blog

FEBRUARY 12, 2016

Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of measures and objectives that support their mission and direction.

Contact Center 21

Contact Center Management Measurement Information 21

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. In the Dimension Data Global Contact Centre Benchmarking Report , 75% of companies view customer service as a competitive differentiator (up 18% in two years). Dimension Data Global Contact Centre Benchmarking Report ).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Magellan Solutions

JULY 29, 2021

The coronavirus pandemic has been tough on the contact center services Philippines and on a global level. . million people employed by call center outsourcing Philippines. . Here’s a look at how AI is revamping the Philippines outbound call center : Discover and Qualify Lead Generation Philippines. million next year.

Call Center 52

Call Center Social Media Omnichannel Contact Center 52

ViiBE Blog

MARCH 18, 2021

Call centers face a unique dilemma created by conflicting priorities. Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? Given these opposing demands, how can a center ensure that agents handle each call as efficiently as possible? What is the AHT Formula?

Average Handle Time 52

Average Handle Time Call Center Metrics Multi-Channel 52

Brad Cleveland Blog

FEBRUARY 12, 2016

Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of measures and objectives that support their mission and direction.

Contact Center 20

Contact Center Management Measurement Information 20

NICE inContact

DECEMBER 14, 2016

Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Studies have concluded that 70% of change initiatives fail for a wide variety of reasons.

Contact Center 55

Contact Center Technology Management Leadership 55

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics. Don’t let your #1 call center agents slip through the cracks.

Call Center 56

Call Center 2012 Contact Center 2015 56

Service Untitled

JULY 7, 2010

Service Untitled The blog about customer service and the customer service experience. During the second stage of Relationship Care, hiring new representatives takes on a very centered focus. American Express reports their customer satisfaction statistics are on the rise, and customer satisfaction rates have climbed dramatically.

Customer Relationships 43

Customer Relationships Blog 2010 2006 43

Team HGS

FEBRUARY 6, 2018

Over the course of the year, we’ll dedicate a blog post to each of these CX game changers. This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. 2018 Trend 1: Digital Channels Finally Overtake Voice. Here, we dissect CX Trend No.10:

2018 45

2018 White Paper 2014 Contact Center 45

Upstream Works

AUGUST 14, 2019

We collect information across several dimensions, providing counts, durations, and statistics across channels, time, skills, agents, teams, business functions, regions, and any custom dimension. What makes our data set different? The breadth of it. Upstream Works can help you make the most of your data.

Customer Journey 60

Customer Journey Customer Journey Mapping Definition Contact Center 60

Calabrio

MARCH 23, 2017

To help stay ahead of problems, many companies are employing speech analytics in their contact centers to look at their customer conversation data before taking action. These statistical models determine the connections between those themes and how they change over time.

Customer Experience 51

Customer Experience Contact Center Loyalty Programs Definition 51

Talkdesk

APRIL 28, 2015

Thanks to the surge of the Internet—and the availability of customer reviews, corporate blogs and social media—today’s customer is “smart”. By that we mean that the customer has aggregated a myriad of information about your business, likely before ever interacting with one of your sales reps or call center agents.

Multi-Channel 56

Multi-Channel Call Center Call Recording Social Media 56