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. But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served.

Download 54

Download Contact Center 2019 Omnichannel 54

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. To help contact centers provide that, here are three ways to rethink digital CX.

2021 78

2021 Contact Center Omnichannel Download 78

NICE inContact

MARCH 27, 2018

While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. AI, Blended with Live Agents, Enables Contextual and Quick Omnichannel Interactions. Today, AI in the self-service space (e.g.,

Contact Center 54

Contact Center 2017 Omnichannel Interaction 54

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. Omnichannel Customer Experience. Research shows companies with excellent CX have employees that are 1.5X

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. Contact center leaders must understand how the criteria for CX has changed with the pandemic.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

NICE inContact

DECEMBER 17, 2018

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. The golden ticket for every contact center is to transform customers into advocates of the brand.

Contact Center 48

Contact Center Omnichannel Download Roadmap 48

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

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. We’ve made our report available to you as a free download. But the evolution isn’t complete yet, and it probably never will be.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

Kustomer

SEPTEMBER 18, 2020

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. Omnichannel Customer Experience. Some argue that 2020 has signaled the decline of ticket-based support systems.

Customer Experience 52

Customer Experience E-support Omnichannel Contact Center 52

Calabrio

FEBRUARY 16, 2017

In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Customer-centricity shines a spotlight in the contact center. Contact centers face higher expectations than ever—both internally and from customers.

2017 61

2017 Customer Engagement Engagement Contact Center 61

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

NICE inContact

AUGUST 21, 2019

I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience.

Contact Center 54

Contact Center Net Promoter Score 2013 Consumers 54

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! New Omnichannel Customer Experience Research – How Well Are You Doing? From Cloudy to Clear: Choosing the Right Cloud Strategy for Your Contact Center. Happy reading!

2018 48

2018 Blog 2017 Contact Center 48

Calabrio

FEBRUARY 16, 2017

In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Customer-centricity shines a spotlight in the contact center. Contact centers face higher expectations than ever—both internally and from customers.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Calabrio

FEBRUARY 16, 2017

In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Customer-centricity shines a spotlight in the contact center. Contact centers face higher expectations than ever—both internally and from customers.

2017 40

2017 Customer Engagement Engagement Contact Center 40

ProProfs Chat

NOVEMBER 17, 2017

If you can’t afford the time, risk, or cost of putting technology in front of customers, give it to your front-line reps. Omnichannel- I think that 2018 will be the year that Omnichannel becomes a reality for many customer support centers. Enter the AI Chatbot, a technology is still in its relative infancy.

2018 111

2018 Omnichannel 2017 Technology 111

Avaya

JANUARY 14, 2019

That management becomes much easier with targeted technology initiatives that aim to improve business metrics associated with DCX. To learn more about the projects, success metrics, and planning required for success, download the Nemertes 2018-19 Digital Customer Experience Research Study. 37% increase in digital sales.

Customer Experience 73

Customer Experience Competitive Advantage 2018 Social Media 73

NICE inContact

OCTOBER 17, 2019

Much has been written about the growth of self-service technologies, like mobile apps and chatbots. The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia. Download your copy today.

Contact Center 48

Contact Center Social Media 2019 Touchpoint 48

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. For years, many companies have been focusing on standard contact center metrics to judge the performance of their customer care. Rethinking success.

2019 59

2019 Omnichannel Customer Care 2018 59

Stella Connect

JULY 14, 2017

Treating the contact center as a cost to be managed. A steady stream of agent-level feedback flowing directly to contact center managers changes the game. Use technology. We’ve written about rising consumer expectations, and what it takes to meet them, in our omnichannel age. Focusing on quarterly numbers.

Brands 46

Brands Customer Service Contact Center Omnichannel 46

CSM Magazine

AUGUST 6, 2020

At Calabrio, we see a definite shift towards giving agents the ‘right tools and tech’ to do their job as they are forced to deepen their capacity for self-management, problem-solving, independent technology set-up and greater security awareness – all essential skills for thriving in a remote environment.

Contact Center 52

Contact Center Omnichannel Download 2020 52

Playvox

JUNE 6, 2023

As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Return on Investment ROI Financial 66

CSM Magazine

AUGUST 22, 2019

That’s why we’ve gathered together those leading customer support and experience (CS/CX) from the world’s most influential brands to set the bar for omnichannel support and ensure we are meeting the needs of customers of the future. Join the America’s biggest brands in their mission to bring customer service to the center of the business.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. Contact centers vary widely to suit the needs of a wide range of businesses. A customer-facing company and business-to-business (B2B) sales will have different needs from a contact center. ViiBE Blog.

Contact Center 52

Contact Center Call Center Omnichannel Net Promoter Score 52

Playvox

FEBRUARY 29, 2024

Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?” ” “What are we doing to leverage the latest technology?” ” And, finally, “What is the future of customer service?”

Customer Service 79

Customer Service Contact Center 2026 Call Center 79

TechSee

APRIL 17, 2022

Companies looking to improve their customer journey can use an omnichannel approach that delivers an integrated, continuous customer experience. This omnichannel customer experience enhances operational efficiencies, drives both customer and employee satisfaction, and, importantly, is increasingly expected by today’s customers.

Customer Experience 207

Customer Experience Call Center Omnichannel Insurance 207

OpinionLab

AUGUST 29, 2017

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). Your omnichannel strategy should always incorporate a human element.

Omnichannel 166

Omnichannel Consumers Touchpoint Banking 166

Comm100

MAY 13, 2020

Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement. Shopping for an omnichannel solution can be intimidating. Shopping for an omnichannel solution can be intimidating.

Omnichannel 59

Omnichannel Download Return on Investment Customer Engagement 59

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

NICE inContact

AUGUST 21, 2019

I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience.

Contact Center 15

Contact Center Net Promoter Score 2013 Consumers 15

UJET

OCTOBER 22, 2020

Omnichannel was never supposed to be just about your agents. But omnichannel was always supposed to unify the customer journey, too. embraced the capabilities of their customers’ smartphones and applied the omnichannel 21st-century mentality to their customer service.

Omnichannel 90

Omnichannel Consumers Brands Contact Center 90

NICE inContact

DECEMBER 26, 2018

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. Transforming the “no” into “yes” requires your contact center to employ technology designed to flex and scale at the speed of business.

Call Center 48

Call Center Technology Contact Center Omnichannel 48

UJET

OCTOBER 22, 2020

Omnichannel was never supposed to be just about your agents. But omnichannel was always supposed to unify the customer journey, too. embraced the capabilities of their customers’ smartphones and applied the omnichannel 21st-century mentality to their customer service.

Omnichannel 72

Omnichannel Consumers Brands Contact Center 72

CSM Magazine

DECEMBER 8, 2022

Ascend combines an organization’s choice of a Contact Center as a Service (CCaaS) platform with a full end-to-end CX service layer in one, flat-rate subscription. As cloud migrations increase and updates and new features for CX technology are continually rolled out, organizations need an iterative, agile solution that grows with them.

Contact Center 52

Contact Center Omnichannel 2023 Download 52

Avaya

JUNE 9, 2017

Perhaps customer-specific strategies were not as well-defined as intended, or there was a misalignment between business outcomes and technology implementation. To learn more about our Professional Services Discovery Workshop, download the webinar replay. The Impact of Doing Digital Right.

Roadmap 41

Roadmap Workshop Webinar 2021 41

Kustomer

MAY 19, 2021

With customers relying on agents to support their entire pre- and post-purchasing journey, there is a clear opportunity to optimize the customer experience by leveraging critical insight and assistive technology. Focus on Omnichannel Support.

Omnichannel 72

Omnichannel Engagement Customer Relationships Contact Center 72