ijgolding

MARCH 22, 2017

or Consumer companies like Unilever and P&G can be quoted as perfect examples. In fact, for almost every product we use or consume in our daily life, we can find at least one alternative product. Digital has helped organizations through consumers advocating the brands and products across online channels. and Pepsi Co.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Contact centers see the answer in the cloud.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

NICE inContact

FEBRUARY 29, 2016

Customer experience is rapidly evolving for organizations of any size, a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and to increase loyalty of consumers. The contact center is truly the front line in this battle. Driving new business models.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. What can we, the consumer, do to improve our own customer service experience? Please download the full report for complete details.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

Vonage

MARCH 28, 2019

In 2016, Bain & Co. consumers want more human interaction when they contact the businesses they deal with. Some contact center software vendors today make a selling point out of technology that makes is easier to build IVRs. When their customers were asked, only eight percent agreed with them.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. billion PC users.) What does this mean for your company?

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

NICE inContact

AUGUST 25, 2016

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. If Gartner’s predictions ring true, contact centers have the opportunity to transform the enterprise to become the customer experience (CX) hub. Register today !

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

BlueOcean

FEBRUARY 14, 2018

We’ve come a long way since then with social having earned its rightful place in the channel choice of both customers and contact center service providers. In fact, 75% believe that the social channel gives consumers power , as they can speak straight to brands with confidence that they’ll be heard. Or was it customer service?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How long have you been delivering AI solutions as part of your contact center services?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

NICE inContact

AUGUST 9, 2017

Consumers want SMS as an option to communicate with customer service/support. A study conducted by the International Customer Management Institute found 80% of consumers want SMS as a communication channel. Check out my previous post related to addressing millennial needs in the contact center.

Customer Service 146

Customer Service Social Media Contact Center Study 146

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . .

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

NICE inContact

JULY 25, 2019

According to Deloitte Research (2016), employees value culture and growth almost twice as much as they value compensation and benefits. Avoiding job boredom in the contact center is crucial to keeping them around. Don’t let your #1 call center agents slip through the cracks. 3) Keep Your Agents Challenged.

Call Center 141

Call Center Gamification Contact Center Social Media 141

NICE inContact

JUNE 21, 2016

Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. If your employees are interacting with a high volume of customers on the phone, it’s important to make sure those contacts are both positive for the customer and aligned with your business objectives. DO: Use what works best for you.

Contact Center 125

Contact Center Trends Groups Training 125

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents.

Contact Center 51

Contact Center Meeting Net Promoter Score Average Handle Time 51

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers?

Contact Center 48

Contact Center Self Service Knowledge Base Social Media 48

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Contact centers see the answer in the cloud.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Contact centers see the answer in the cloud.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. Most consumers expect ready access to support or help.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

ShepHyken

JULY 19, 2022

Utilizing customers to help other customers does not displace traditional contact center workers. ” “Tapping into your most loyal consumers to enhance customer experience builds trust and creates a connection of empathy.” It is a way to support the volume of engagement in a cost-effective way.”

Contact Center 129

Contact Center Brands Customer Service Innovation 129

TechSee

FEBRUARY 5, 2018

In 2016, the Consumer Financial Protection Bureau handled approximately 291,400 consumer complaints. The resolution on these cases can be even longer, and is inconvenient for consumers. This often results in customers abandoning the dispute…and ultimately the brand. . The new visual customer service.

Customer Service 132

Customer Service Call Center Fashion Contact Center 132

ijgolding

JULY 3, 2017

Delighting consumers directly translates into repeat business. In a contact center, you can train your agents to anticipate the needs of customers and provide that additional useful information. Then, if you can anticipate the customer’s needs with your answer, you are able to create an experience that is unique and special.

Contact Center 140

Contact Center Loyalty Call Center Customer Satisfaction 140

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 48

Bill Quiseng

JULY 18, 2017

I started my career producing conferences, and then moved to building a social network and online magazine for contact centers. At this social network I had a podcast show, a blog, and I was an early thought leader on contact centers. Now I get it. That was almost ten years ago.

Customer Experience 283

Customer Experience Contact Center Wireless Conference 283

Comm100

FEBRUARY 20, 2018

New findings in the Aspect Consumer Experience Index show that 61% of consumers feel that having Chatbots in customer service is the way of the future. As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs.

Chatbots 169

Chatbots Self Service ROI Contact Center 169

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. What do consumers want from brands today? Published on: January 12, 2017.

Trends 48

Trends Customer Service Contact Center Analysis 48

Joe Rawlinson

JANUARY 27, 2016

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. But these four emotions and strategies are key ways to engage new customers in 2016. These companies hold a fragile trust relationship with consumers that depends completely on transparency and consistency. Anti-Marketing.

Consumers 60

Consumers Marketing Advertising Hotels 60

Eptica

OCTOBER 7, 2016

Date: Friday, October 7, 2016 7 key issues that are holding back digital transformation in insurance. Published on: October 07, 2016. To find out how they are performing, the 2016 Eptica Insurance Multichannel Customer Experience Study evaluated 100 U.S. 46% either didn’t respond on any channel or answered on just one.

Insurance 79

Insurance Social Media Contact Center Infographics 79

TechSee

JANUARY 2, 2018

trillion in claims were paid by insurance companies in 2016 alone. One of those companies, Lemonade , is offering innovative business models focusing on a fast and efficient approval process and transforming what consumers (especially millennials) have come to expect from insurance companies.

Insurance 116

Insurance Telecommunications Contact Center Video 116

Comm100

DECEMBER 16, 2019

With year-over-year data since 2016 from billions of interactions and commentary from experts, it’s no wonder this is always one of our most popular pieces. Customer-facing chatbots aren’t the only way to use AI in the contact center. Whitepaper: Supercharge your agents with Intelligent Assistance.

eBook 130

eBook Chatbots Infographics ROI 130

Talkdesk

NOVEMBER 24, 2017

The stores are certainly bustling on Black Friday, with shoppers lining up hours before some stores even open, but what about contact centers for those retailers? On the biggest day of the shopping season we explored how Black Friday affects the contact center industry. The busiest time for contact centers is 9 a.m.

Contact Center 40

Contact Center Retail Trends Consumers 40

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Comm100

JUNE 13, 2018

While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 12.2 Wallet, and even Bitcoin have been attractive to consumers – particularly Millennials, the generation with the fastest growing spending power.

Tips 168

Tips Self Service e-support Social Media 168

OpinionLab

AUGUST 29, 2017

This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. For example, IVR and other contact center technologies, store/branch feedback and various other mechanisms help identify where your omnichannel approach is falling short. The difference between the 2015 and 2016 figures are clear.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more. August 10, 2016 1:00pm ET – 2:00pm ET. September 14, 2016 1:00pm ET – 2:00pm ET.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more. August 10, 2016 1:00pm ET – 2:00pm ET. September 14, 2016 1:00pm ET – 2:00pm ET.

Contact Center 40

Contact Center Training Customer Service Training How To 40

NICE inContact

AUGUST 18, 2016

violated the Federal Communications Commission’s (FCC’s) Telephone Consumer Protection Act (TCPA). This ruling brings some much-needed common sense to the TPCA/DNC lawsuit frenzy, while further proving how volatile the regulatory environment is for companies that market to consumers. An appeal is expected.

Marketing 122

Marketing Financial Consumers Technology 122

Magellan Solutions

SEPTEMBER 27, 2021

Invoca, a call intelligence service, published a research in 2016 that found that 65 percent of the 50 million calls they studied had customers preferring to contact a business rather than dealing with online web forms, web chat, and email. Customers will not be able to understand their services. However, this is not the case.

Call Center 97

Call Center Contact Center Poor Customer Service Banking 97