NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Our customer, Hoveround Corporation , a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Vonage

AUGUST 15, 2016

Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes. Modern contact centers must leverage the full spectrum of channels customers are using to connect. What do customers want?

Self Service 120

Self Service Contact Center Trends Sales 120

NICE inContact

MAY 14, 2020

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.

Industry 177

Industry Company Contact Center Call Center 177

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Calabrio

FEBRUARY 24, 2016

In 2014, it emerged as a top priority for marketers. But, if this burgeoning field is really the center of a business’s metaphorical solar system, then the contact center is the high-powered telescope through which the C-Suite can zero in. The number one response? Customer Experience. “In In 2015, it gained momentum.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. Meet Becky Lollar ! – One trip to Walt Disney World and she was hooked.

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

NICE inContact

MAY 14, 2020

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.

Industry 156

Industry Company Contact Center Call Center 156

Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. This is where your contact center strategy plays a crucial role. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Embrace the cloud.

Banking 119

Banking Strategy Contact Center Chatbots 119

Vonage

MAY 11, 2016

In 2014 following an extensive review NewVoiceMedia’s cloud customer contact solution ContactWorld for Service with Salesforce integration was selected as our product of choice to enable us to improve the customer engagement executives’ experience and deliver an effortless customer experience.

Customer Experience 60

Customer Experience Multi-Channel Competitive Advantage Effort Score 60

Customers That Stick

DECEMBER 15, 2014

VOLUME 37: November 2014. Sell, Sell, Sell in the Contact Center With These Three Customer Care Metrics – Three ways to tactfully sell in the contact center. Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

Contact Center 126

Contact Center Tips Social Media Customer Care 126

Kayako

JANUARY 5, 2017

Yet, relatively few contact centers have focused on providing a consistent customer experience. Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

CSM Magazine

SEPTEMBER 28, 2021

Kore.ai , a top conversational AI software company, today announced the launch of SmartAssist, the world’s first AI-native end-to-end Contact Center as-a-Service [CCaaS] solution. “Kore.ai ” Key features of Kore.ai SmartAssist include: Automation. The top four banks, top three healthcare businesses in the U.S.,

Contact Center 52

Contact Center Average Handle Time Wait Times Healthcare 52

Tricia Morris

MAY 18, 2015

According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. Contact centers are working to address this growing and changing channel use. Six in 10 contact centers say they have no social customer service capabilities.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Stella Connect

JULY 17, 2017

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Fielding contacts (some 850,000 per year) left agents weary. Churn was predictably high: in a typical training class, only half stuck around long enough to make it to the contact center floor.

Contact Center 45

Contact Center Sales Metrics Apparel 45

Talkdesk

MAY 15, 2019

But in 2014, I tried something new. Shift needed a better way to route calls to agents across their three contact centers. With aggressive goals to improve answer rates and raise NPS, the team knew their current contact center solution wasn’t going to deliver the results they needed.

Contact Center 40

Contact Center Customer Experience NPS Consumers 40

Talkdesk

MAY 15, 2019

But in 2014, I tried something new. Shift needed a better way to route calls to agents across their three contact centers. With aggressive goals to improve answer rates and raise NPS, the team knew their current contact center solution wasn’t going to deliver the results they needed.

Contact Center 40

Contact Center Customer Experience NPS Consumers 40

Talkdesk

APRIL 8, 2020

In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers.

Contact Center 69

Contact Center Call Recording Call Center Report 69

Comm100

FEBRUARY 5, 2018

Since the birth of the contact center, the balance between efficiency and quality has been a hot topic for managers looking to cut costs while also ensuring customer retention and loyalty. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014.

Knowledge Base 112

Knowledge Base Self Service Contact Center e-support 112

Joe Rawlinson

AUGUST 9, 2017

Empower your customer service team to handle service tickets across all channels by adopting a virtual call center platform such as 8×8 Virtual Contact Center that is equipped to deliver a consistent omni-channel experience. Add Value by Utilizing Technological Innovations.

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Customer Bliss

JANUARY 18, 2017

He graduated from Butler University in 2014 and lives in Carmel, IN. Sharpen is a cloud native contact center platform that enables customer experience teams to establish a better relationship with their customers. About Michael Becker. . Michael Becker is a content marketing strategist at Sharpen. Connect: LinkedIn | Twitter.

Omni-Channel 100

Omni-Channel Multi-Channel Contact Center Interaction 100

Talkdesk

OCTOBER 1, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. This is where your contact center strategy plays a crucial role. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. 5 keys to supercharge your digital strategy: 1.

Banking 74

Banking Strategy Contact Center Financial 74

Talkdesk

MAY 14, 2019

Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a contact center key performance indicator for just that reason. AWT can be measured globally across the contact center, by ring group, agent or phone number.

Wait Times 61

Wait Times Call Center Abandon Rate Average Handle Time 61

Customer Interactions

JULY 7, 2015

We collected a variety of informative articles on CX and contact centers, including many interesting statistics. These insights offer a great reference point as companies work towards revamping their CX strategies for 2014. Don’t forget to bookmark and take notes!

Contact Center 28

Contact Center Strategy Company 28

Talkdesk

APRIL 22, 2021

A Talkdesk customer since 2014, Aspiration has been disrupting the finance industry by “turning every transaction into positive action”. The platform enables anyone, even without contact center expertise, to deploy and train new agents, create interactive voice response (IVR), and support workforce management. .

Financial 75

Financial Customers Contact Center Conference 75

Avaya

APRIL 3, 2017

In fact, in 2014, over 40 % of customers were already using up to seven different service channels including live chat, email, social media, SMS and traditional phone. As we’ve mentioned time and again, gaining a 360-degree view of the customer means serving both contact center and non-contact center environments within a company.

Customer Journeys 57

Customer Journeys Contact Center Data Omni-Channel 57

Vonage

JULY 27, 2015

What challenges are you facing at your contact centre? How CFOs plan to deliver on 2014 expectations [Infographic]. And how do you plan to overcome them? Image from Pixabay. Related Posts Improve customer satisfaction by personalizing service. The sales profession in the year 2050. Maximising your Dreamforce experience.

Technology 120

Technology Infographics Case Study Retail 120

Vonage

JULY 29, 2015

NewVoiceMedia nominated for Customer Contact Expo Best Product on Show Award. NewVoiceMedia to deliver service excellence at Dreamforce 2014. Related Posts What a giraffe can teach you about customer service strategy. To serve is to rule. Who are you ruling? How to bring the organization together to think “experience”.

Culture 120

Culture Customer Service How To Social Media 120

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. As an example, AA Ireland has customers that have several policies renewing at different times.

Self Service 64

Self Service Chatbots Contact Center Policies 64

Comm100

JANUARY 14, 2016

According to a CellCentreHelper.com report , only 3% of companies used social media to communicate with customers as of May 2014. Since 2014, though, companies have made significant increases in resources they allocate to communicating with consumers on social media.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Call Experts

DECEMBER 19, 2018

A 2014 report showed that Americans spend around $600 billion on average during the winter holiday season. Higher retail sales and holiday business hours lead to higher call volume at contact centers. Upgrade your property management services with a contact center. Rapid Adoption of AI.

Call Center 58

Call Center Contact Center Conference Retail 58

Esteban Kolsky

AUGUST 17, 2015

from call center to simple contact center supporting email) we continued to support the channels separately as single-channel. This was done partly by lack of understanding by call centers of what a contact center did as well as by not having available methods to share resources and technologies.

Omni-Channel 60

Omni-Channel Multi-Channel Contact Center Case Study 60

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Team HGS

FEBRUARY 6, 2018

This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. In fact, 8 in 10 Americans (81%) report that businesses are meeting or exceeding their service expectations, compared to 67% in 2014.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Eptica

SEPTEMBER 10, 2015

Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Email customer service Just half of companies allowed non-customers to contact them by email – the same number as in 2015. In comparison, consumer electronics retailers answered 80% of queries.

Self Service 48

Self Service Customer Service Social Media Retail 48

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Sprint Wireless overhauled their customer care program, providing their call-center agents with real-time recommendations to improve retention.

Examples 75

Examples Self Service Wireless Call Center 75

Eptica

JUNE 1, 2016

For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%. Speed and accuracy are declining The average 2016 conversation time of 7 minutes 40 seconds was nearly 30 seconds slower than 2015 , which in turn was nearly double the time taken in 2014. Share this page on: Tweet.

Customer Service 48

Customer Service Knowledge Base Contact Center Study 48