Magellan Solutions

AUGUST 14, 2020

Running an in-house call center requires a huge staff, advanced technology, and sophisticated infrastructure. Philippine call centers , for instance, can give you access to a large pool of talent. YouTube videos, blog posts, and troubleshooting email guides are just some of the ways. Offer self-service options.

E Commerce 52

E Commerce E-support Customer Experience Call Center 52

Tricia Morris

JANUARY 11, 2016

Yet, according to Forrester Research , only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution.

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

Eptica

JULY 29, 2016

Author: Dharmesh Ghedia In my previous blog I outlined how important knowledge is to successfully deliver customer service , and how to overcome the challenges of creating a centralized, multichannel knowledge base. Every project needs to show that it delivers return on investment and helps improve company performance.

Customer Service 50

Customer Service Management Contact Center 2016 50

Eptica

DECEMBER 11, 2015

In this previous blog we discussed the key trends in the United States. Alternatively they could contact the retailer via email, social media or chat, unnecessarily adding to the volume and cost of incoming interactions at the busiest time for customer service teams. Share this page on: Tweet.

E Commerce 49

E Commerce Customer Service 2015 Social Media 49

Tricia Morris

AUGUST 21, 2015

Brands Must Invest in the Right CRM Solution: Bob Stutz, Corporate Vice President of Microsoft Dynamics CRM, notes that companies are spending millions of dollars each year on CRM solutions and data, but typically end up with a solution that’s siloed or that doesn’t align with their business processes. Michael Fauscette. Where to start? (1)

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond.

Customer Engagement 53

Customer Engagement Engagement Contact Center 2016 53

Pointillist

OCTOBER 22, 2018

In this blog post, I detail nine uses of artificial intelligence to boost your customer experience measurement program by improving your understanding of the rich customer experience data you’re already collecting and making that data actionable. Today, the utilization of speech data is largely confined to recording call center transcripts.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. Multichannel” and “omnichannel” have been buzzwords for years now. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40