Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse?

Call Center 139

Call Center Technology Competitive Advantage 2016 139

Calabrio

NOVEMBER 18, 2015

Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Contact center agents are at the forefront of addressing client needs and have a direct and profound impact on customer experiences.

Contact Center 49

Contact Center Net Promoter Score 2014 Customer Satisfaction 49

COPC

FEBRUARY 15, 2023

COPC® Service Journey Thinking Create a Solid Foundation for Digital Self-Service Design There are many proven guidelines for the successful design and performance of IVR systems, chatbots and other self-service models of customer care. Customers forced to use multiple channels were 1.5x

E-support 85

E-support Competitive Advantage Webinar Loyalty 85

ShepHyken

JANUARY 8, 2018

Bots are about to get better at customer support than humans by Michael Sikorsky and Rita Gunther McGrath. Wired UK) Thanks to machine learning, AI-enabled bots could gain a competitive advantage over human chat exchanges. How Best to Empower Today’s Contact Center Agents by Don Berryman. (No

2018 0

2018 Article Customer Service Contact Center 0

COPC

APRIL 27, 2020

When it comes to this global pandemic, contact centers pose a unique set of challenges. News of outbreaks within call centers was a part of the COVID-19 story from very early on. Successful implementation of these and other emerging technologies still pack a punch in terms of competitive advantage.

Contact Center 52

Contact Center Competitive Advantage Call Center Customer Satisfaction 52

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?

Contact Center 52

Contact Center Omnichannel 2022 Competitive Advantage 52

TechSee

DECEMBER 4, 2018

Vodafone Greece even chose to highlight the competitive advantage created by TechSee’s service by featuring the technology in its TV commercial campaigns.

Innovation 95

Innovation Telecommunications Customer Satisfaction Competitive Advantage 95

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Boost revenues?

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

TechSee

FEBRUARY 20, 2018

Although this information can usually be found in the user manual, customers looking for assistance with these basic tasks drive a large volume of calls to the customer care center, which can be avoided with self-service. Improving the customer experience is an ongoing process.

Virtual Agent 132

Virtual Agent Contact Center Return on Investment Competitive Advantage 132

Storyminers

JULY 6, 2020

He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. Bruce Temkin.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. Bruce Temkin.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Magellan Solutions

JUNE 11, 2019

When it comes to success, business owners and entrepreneurs tend to focus on three things to gain competitive advantage — Product, Location, & Price. In this technological era, customer service is king. How can customer service act as a competitive weapon? Keep good records.

E Commerce 75

E Commerce Customer Service Competitive Advantage Call Center 75

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132