Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

Contact Center 78

Contact Center Omnichannel Social Media 2022 78

InMoment XI

OCTOBER 19, 2023

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. What is a Contact Center and How Does it Work? They serve as centralized hubs where businesses manage customer interactions.

Contact Center 364

Contact Center Customer Service Omnichannel Social Media 364

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

Contact Center 78

Contact Center Innovation Call Center Omnichannel 78

Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center.

Technology 78

Technology Contact Center Customer Service Social Media 78

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Until you start measuring customer experience , you could easily be falling behind the competition.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Talkdesk

SEPTEMBER 4, 2020

Omnichannel banking: Customer expectations towards digital service are growing fast. Customers seek around-the-clock, personalized and efficient support to solve their issues through the digital channel that is most convenient for them. Superior service that wows customers happens in the cloud.

Banking 114

Banking Contact Center Omnichannel Financial 114

InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field.

Call Center 260

Call Center Management Exceptional Customer Service Customer Satisfaction 260

Upstream Works

DECEMBER 18, 2019

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade.

Contact Center 78

Contact Center 2020 Omnichannel Demo 78

Integrity Solutions

JULY 28, 2022

The term “call centers” is quickly become a relic of the past, and for good reason. Customer service today is based on far from just taking inbound calls; it’s now omnichannel. The State of Contact Center Conversation Intelligence 2022 report by Observe.AI

Contact Center 52

Contact Center Metrics Customer Satisfaction Call Center 52

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairy straight forward, as they use SMS / text on a daily basis. A true case of 1+1=3.

Contact Center 67

Contact Center Omnichannel 2017 Interaction 67

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. He shares how you can align your customer’s journey with their brand expectations. What do customers expect from contact centers? .

Customer Journey 123

Customer Journey Brands Contact Center Sales 123

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.

Omnichannel 52

Omnichannel Customer Experience Social Media Contact Center 52

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

Contact Center 52

Contact Center Multi-Channel Management Omnichannel 52

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Financial Banking 52

Think Customers

APRIL 21, 2022

When it comes to customer service, customers expect fast and accurate support through the channel of their choice. It’s up to businesses to figure out how to best meet those expectations. This typically means choosing between omnichannel versus multichannel support. What is omnichannel support?

Omnichannel 52

Omnichannel Contact Center Average Handle Time Touchpoint 52

NICE inContact

JUNE 14, 2017

If you’re like most customer service organizations, probably not as much or as often as you’d like. How do you know if you’re meeting their expectations for Omnichannel service? inContact conducted research on Omnichannel customer service experiences and results.

Omnichannel 58

Omnichannel Customer Expectations Contact Center Social Media 58

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairly straight forward, as they use SMS / text on a daily basis. A true case of 1+1=3.

Contact Center 48

Contact Center Omnichannel 2017 Interaction 48

Lithium

APRIL 12, 2022

Leaders and executives, especially in the contact center, are struggling to backfill empty seats and train incoming employees — and they're paying mightily for it. Agents are the most valuable resource in your contact center, and that’s where you should focus your investment. It doesn't stop with your frontline either.

Omnichannel 52

Omnichannel Innovation Contact Center Customer Service 52

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Chatbot growth continues.

2023 86

2023 Customer Service Omnichannel 2025 86

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Therefore, workforce optimization strategies should be front and center to your business goals.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Think Customers

MARCH 1, 2021

The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support, comfort, and information. Rethink the traditional contact center. The traditional contact center model is facing a reckoning.

Contact Center 52

Contact Center Webinar Healthcare Omnichannel 52

Magellan Solutions

AUGUST 23, 2021

Why are Telemarketing Philippines adapting Autonomous Omnichannel for their operation? And for BPOs, it is time to move on from traditional call centers. Autonomous Omnichannel is slowly taking over telemarketing services in the Philippines and it is receiving positive response from entrepreneurs. Let’s find out.

Omnichannel 52

Omnichannel Call Center Contact Center 2013 52

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers.

2022 52

2022 Blog Contact Center Customer Service 52

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

Contact Center 48

Contact Center Omnichannel 2018 2017 48

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. How do you “read the customer” in texts and chats? What is Customer Sentiment Analysis?

Contact Center 82

Contact Center Omnichannel Measurement Social Media 82

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. By Stephanie Ventura.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

ShepHyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. At the heart of all contact centers sit the agents.

Contact Center 69

Contact Center Customer Experience Omnichannel Social Media 69

NICE inContact

JUNE 26, 2019

The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with. One top demand is for true omnichannel customer service , no matter the channel. To find out, we surveyed over 900 contact center decision makers.

Omnichannel 59

Omnichannel Contact Center 2018 2019 59

BlueOcean

MARCH 24, 2022

These are real people with real lives that inform their expectations and define their needs with every shift and change of the world around them. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Shifting Customer Expectations.

B2C 156

B2C Customer Care Contact Center Customers 156

NICE inContact

AUGUST 2, 2019

It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth.

Technology 91

Technology Customer Service Omnichannel Call Center 91

NICE inContact

NOVEMBER 13, 2020

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers.

Customer Expectations 62

Customer Expectations 2020 Contact Center Consumers 62

NICE inContact

JUNE 25, 2019

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. Gone are the days when customers were willing to wait on hold for a response.

Customer Expectations 54

Customer Expectations Customer Service Social Media Contact Center 54

NICE inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences.

Call Center 48

Call Center Omnichannel Contact Center 2018 48

Kustomer

JUNE 7, 2022

We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change. They built their business to connect with customers at scale. Omnichannel Customer Experience.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

NICE inContact

AUGUST 13, 2019

Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up? You’re at risk of gaining a reputation for poor service and losing customers.

Contact Center 54

Contact Center Customer Service Omnichannel Innovation 54

Magellan Solutions

JUNE 12, 2021

Omnichannel outsourcing allows SMEs to maximize the visibility of their product on many platforms. It is not enough that you have a cold calling service when you want to reach the full potential of your business. That’s why SMEs use omnichannel outsourcing to provide various platforms for customers.

Omnichannel 52

Omnichannel Social Media Contact Center Call Center 52

CSM Magazine

JANUARY 23, 2019

In 2018 it was predicted that voice would soon be dead and chatbots would be controlling the customer experience. However, this prediction missed one critical factor: the customer. With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. Data management will be central.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55