Forrester's Customer Insights

MARCH 19, 2024

Yesterday, we released The Forrester Wave™: Application Modernization And Migration Services, Q1 2024. Demand for assistance continues to propel interest in modernization and migration services, as the focus continues to shift toward the former at the expense of the latter. […]

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BlueOcean

DECEMBER 18, 2018

You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. In their answers to the following questions, they should be addressing chatbots, self-service, machine learning, big data, and more.

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Contact Center Measurement Metrics Omnichannel 195

Eptica

SEPTEMBER 7, 2021

But planning a successful cloud migration can be a challenge. In our latest blog we explore five considerations to help you get the most of your migration to the cloud while choosing the right solution provider to help you on that journey. The Peak-End Rule and what it means for customer service. Share this page on: Tweet.

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2021 Blog Technology Article 106

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

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Contact Center Omnichannel Social Media 2025 83

BlueOcean

AUGUST 9, 2021

In fact, many recent developments promise to reshape the landscape of customer service completely. For in-house centers working with on-prem platforms, it may be the year of migration. In other cases, it improves the self-service customer experience, which shortens the customer journey and builds brand loyalty.

Contact Center 156

Contact Center Technology 2024 Healthcare 156

CSM Magazine

JULY 13, 2023

“The digital transformation of our business – initially through the migration to Genesys Cloud – provides us with lots of potential for growth and will strengthen our abilities to provide our customers with the best possible experiences when interacting with Aramisauto.”

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Customer Base Multi-Channel E Commerce E-support 52

CSM Magazine

JANUARY 17, 2024

This knowledge empowers them to offer more personalised and proactive customer service, thereby elevating the overall customer experience. As cost concerns ease and cloud capabilities continue to evolve, a resurgence in cloud CCaaS migrations is anticipated.

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2024 Insights Exceptional Customer Service 2023 52

CSM Magazine

MAY 15, 2024

Sabio Group , the digital customer experience (CX) transformation services specialist, has been named Avaya’s ‘Enterprise Cloud Partner of the Year – International’ at its annual Avaya Engage event, currently taking place in Denver, Colorado.

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Innovation Healthcare Events Financial 52

Circular Edge

MARCH 4, 2024

In 2017, Circular Edge was recognized by Oracle JD Edwards with the prestigious Customer Focus Award for overall Customer Success Stories for delivering integrated ERP/CX digital experiences in distribution, construction, real estate and apparel industries via their Smart Help skill based support services.

Apparel 40

Apparel E-support 2017 Innovation 40

CSM Magazine

FEBRUARY 14, 2023

Appello Careline, an award-winning 24-hour careline services provider, has selected Sabio Group for its migration to a new cloud contact centre platform. CRM integration to Microsoft Dynamics has also been included in a project that involved the migration of around 300 UK-based contact centre agents.

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Multi-Channel Technology Interaction Customer Journey 52

Eptica

JUNE 1, 2022

Date: Wednesday, June 1, 2022 Author: Pauline Ashenden - Demand Generation Manager How self-service is evolving and how to deploy it. Author: Pauline Ashenden - Demand Generation Manager 91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service.

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2022 Blog Article Interaction 118

BlueOcean

OCTOBER 23, 2023

Client Service What is the average length of your client relationships? Agent Workforce An outsourcer’s ability to attract and retain the right people for your brand and your service requirements is essential. AI Describe your current AI capabilities and services. What services and features are included in this pricing?

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Customer Care Contact Center Culture Measurement 177

CSM Magazine

NOVEMBER 14, 2023

Decreasing Pace of Cloud Migration However, it’s not all smooth sailing. I touched upon the decreasing pace of cloud migration, a crucial factor in the digital transformation journey. Delivering Productive Conversations Another key focus of my talk was on embedding service into digital experiences.

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Technology Innovation Touchpoint Interaction 52

Circular Edge

MARCH 4, 2024

Further, their customer service teams were challenged with consistently and equitably allocating available inventory. This rapid response empowered their business to scale while continuing to deliver high-quality service both for their internal teams and external customers.

Transportation 52

Transportation Apparel Sports 2017 52

Gainsight

MARCH 15, 2024

That’s exactly what Masters and her team at HoneyBook realized when they migrated their community from a Facebook group to Gainsight Customer Communities. In strategizing the migration of our community, Masters anticipated some attrition and carefully planned her approach.

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Webinar Sports Social Media ROI 52

CSM Magazine

MAY 17, 2021

More than three-in-four contact centres have made full or partial moves to the Cloud, with an astounding 68% of those migrations happening over the past year at the height of the pandemic.

Multi-Channel 96

Multi-Channel 2021 Download Communication 96

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. Author: Pauline Ashenden - Marketing Manager As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.

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Customer Service Strategies Customer Service 2021 Blog 120

Eptica

OCTOBER 8, 2021

Date: Friday, October 8, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to make your customer service more agile and flexible. Excellent customer service is critical to keeping customers up-to-date, and our latest blog outlines five ways to ensure your contact centre can cope with unplanned business disruptions.

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Customer Service 2021 Events Customer Service Strategies 120

VDS

JUNE 6, 2023

Request references or testimonials from current or past customers to gain insights into their experiences with the provider’s solutions and services. Inquire about the provider’s support services, including implementation assistance, training programs, ongoing technical support, and system updates.

Contact Center 52

Contact Center Return on Investment ROI Demo 52

VDS

JUNE 6, 2023

Request references or testimonials from current or past customers to gain insights into their experiences with the provider’s solutions and services. Inquire about the provider’s support services, including implementation assistance, training programs, ongoing technical support, and system updates.

Contact Center 52

Contact Center Return on Investment ROI Demo 52

UJET

NOVEMBER 16, 2020

One of the lessons learned during calendar year 2020 is the complex process of transformation a company and its front-office service organizations need to undergo to position themselves to conduct business in the future. She provides strategic and practical counsel for enterprises, solution providers, and the investment community.

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Contact Center White Paper Roadmap Consulting 138

Oracle

NOVEMBER 20, 2020

Thanks to advanced digital technologies, companies now find themselves in a position to truly transform the contact center customer service experience. Contact centers traditionally have been separate from the main business of companies, which generates problems with contact center customer service performance. Unified communication.

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Contact Center Technology Customer Service Omnichannel 97

Eptica

JUNE 11, 2021

Date: Friday, June 11, 2021 Author: Pauline Ashenden - Demand Generation Manager Delivering excellent customer service at the moments that matter. How to migrate your contact centre to Microsoft Teams successfully. Published on: June 11, 2021. Read the full blog on identifying and being ready for the moments that matter here.

Customer Service 72

Customer Service 2021 Customer Journey Blog 72

Think Customers

JULY 5, 2023

Migration to the cloud is an imperative if you want to leverage AI in your contact center,” he told the crowd of nearly 2,000 CX leaders at the Jacob Javits Center. AI is the long-awaited CX alchemist, conjuring up completely new ways that customer service and technology can be welded together,” Eilam told the conference audience.

Contact Center 52

Contact Center 2023 Omnichannel Interaction 52

Eptica

OCTOBER 29, 2020

Our latest blog by parent company Enghouse Interactive explains the four big advantages for customer service of migrating to Teams and outlines how it can help you build a collaborative contact centre within your organisation. Given its clear benefits, how can you extend Teams to your contact centre? Share this page on: Tweet.

Customer Centricity 56

Customer Centricity 2020 Webinar Communication 56

Eptica

JUNE 18, 2021

You might also be interested in these posts: Delivering excellent customer service at the moments that matter. How to migrate your contact centre to Microsoft Teams successfully. Share this page on: Tweet. Successfully managing the shift to hybrid working.

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2021 Blog Interaction Management 96

Cyara

JULY 9, 2019

I recently asked CX experts for their view on cloud migrations. What are the drivers of migrating contact centers to the cloud?”. What are the drivers of migrating contact centers to the cloud?”. LEX is one example of such a service that would be difficult, if not impossible to implement, in a premise-only environment.

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2019 Contact Center Average Handle Time Competitive Advantage 52

ShepHyken

OCTOBER 11, 2022

Now that the workplace has undergone a migration where employees have gone partially or fully remote, it has become harder to forge relationships. The more I invested in my employees, the better my customer service becomes.” Shep Hyken is a customer service and experience expert,? ” “Invest in your people.

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Connections Employee Experience Measurement Customer Service 73

Eptica

JANUARY 6, 2023

Option par défaut de Microsoft La première option est le routage par groupe d'appels par défaut de Microsoft, qui convient aux très petits services d'assistance ou aux centres d'appel internes. Un service client conséquent ne peut encore envisager de migrer de manière satisfaisante vers cette solution.

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2023 2017 Contact Center Document 117

West Monroe

MAY 4, 2022

Steve Young , VP, Global Customer Services Strategy and Operations, Palo Alto Networks. A senior partner in our High Tech & Software practice, Dhaval specializes in helping software, technology, and IT services companies capitalize on emerging trends and drive growth. Rimple Patel , VP Customer Experience, Celonis.

Innovation 52

Innovation Chief Customer Officer Customer Experience Webinar 52

PK

MARCH 23, 2020

While there are numerous opportunities for RPA to make improvements in supply chains, we’ll focus on customer service, which plays an essential role. When a customer wants to know where their recent purchase is, the answer can sometimes involve a customer service agent searching in multiple systems and writing an email response.

Virtual Agent 52

Virtual Agent Document Consulting Technology 52

Win the Customer

MARCH 14, 2016

The rapid migration from the web and PCs to mobile devices in the last decade surprised everyone. If you want to see the vast impact of the migration to mobile apps, take a look at what happened during the 2015 holiday season. CONCLUSION.

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User Experience 2015 Retail 2014 104

CSM Magazine

JANUARY 13, 2023

As part of the agreement, Sabio will transfer across four employees from Sopra Steria including two professional service consultants, one managed service specialist and one business development manager. ” About Sabio Group.

Consulting 52

Consulting Presentation Customer Journey Technology 52

CSM Magazine

JULY 12, 2023

Sabio Group , the digital customer experience (CX) transformation specialist, has been selected by Davies , the leading specialist professional services and technology business, serving insurance and highly regulated markets, to support the transformation of its contact centre and CX technology infrastructure in a multi-year agreement.

Multi-Channel 52

Multi-Channel Insurance Touchpoint Technology 52

CSM Magazine

AUGUST 30, 2023

Avaya’s hybrid cloud solutions, complemented by Waterfield’s technology orchestration services, let you migrate at your own pace and are tailor-made to address these needs.” They’re looking to move away from dated, on-premises systems while also adopting the latest cloud applications and technologies.

Chief Customer Officer 52

Chief Customer Officer Contact Center Innovation Omnichannel 52

CSM Magazine

MARCH 9, 2023

’ At a more fundamental level, what are you trying to achieve with your contact centre migration strategy? If you’re migrating to cloud in response to changing customer demands, then it’s important to ensure that you evolve your business DNA to adjust to and commit to the sheer scale of the changes involved.

Technology 52

Technology Customer Journey Innovation Download 52

CSM Magazine

SEPTEMBER 29, 2022

Only 7% of CFOs plan to decrease customer service spending over the next 12 months, according to a July 2022 poll of 234 finance leaders by Gartner, Inc. For example, digital self-service channels offer a tremendous cost savings opportunity for service organizations, costing $0.09 Migrating volume to digital and self-service.

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2026 Customer Service Financial 2022 52