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 145

Contact Center Report Customer Journeys Customer Centricity 145

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Sales 177

Sales Customer Service Sports Contact Center 177

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Sales 156

Sales Customer Service Sports Contact Center 156

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. About Blue Ocean.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

BlueOcean

MARCH 30, 2018

Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outsourcing takes a more central role in your go-forward plan? We can’t take an RFP template that was written for manufacturing and use it verbatim for sourcing a contact center.

Contact Center 184

Contact Center Customer Journeys Hospitality Culture 184

Brandwatch CX

APRIL 1, 2025

According to a recent Dimension Data report , 35% of all contact centre interactions are already digital and if growth continues at the current rate it will overtake telephone contact by 2017. Social customer service costs around $1 per interaction , six times cheaper than phone support costs.

Social Media 52

Social Media Customer Service Net Promoter Score Engagement 52

NICE inContact

SEPTEMBER 13, 2017

hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017. During this “low season,” many hospitality contact centers evaluate previous high season performance and customer satisfaction levels in order to address and improve key performance indicators (KPIs) like call abandonment.

Customer Experience 122

Customer Experience Contact Center Hospitality Hotels 122

BlueOcean

JANUARY 21, 2019

Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service. The company received a Bronze Stevie in the same category in 2017. About Blue Ocean.

Customer Service 204

Customer Service Insurance Conference Customer Care 204

NICE inContact

SEPTEMBER 13, 2017

hotel occupancy during summer months, especially since 25% of Americans planned Labor Day travel in 2017. During this “low season,” many hospitality contact centers evaluate previous high season performance and customer satisfaction levels in order to address and improve key performance indicators (KPIs) like call abandonment.

Customer Experience 120

Customer Experience Contact Center Hospitality Hotels 120

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. Introduction.

Customer Service 124

Customer Service Social Media Chatbots Knowledge Base 124

BlueOcean

FEBRUARY 25, 2019

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. The company won a Bronze Stevie in the same category in 2017. About Blue Ocean.

Customer Service 136

Customer Service Effort Score Contact Center Insurance 136

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Contact Center workload management.

Technology 122

Technology Customer Service Contact Center Omni-Channel 122

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. Suitable Channels for Your Customer Base.

Customer Experience 153

Customer Experience Social Media Self Service Multi-Channel 153

Stella Connect

JUNE 5, 2017

Hiring for Retention: Building Blocks for Staffing your Contact Center for the Next Generation (Master Class). Director Consumer Care Center, Banner Health. Few contact center issues are more pressing (or costly) than employee churn. Conversocial makes social customer care look effortless.

Call Center 40

Call Center Contact Center Conference CRM 40

Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Bancorp Fund Services contact center.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

ShepHyken

JANUARY 8, 2018

(Retail Customer Experience) As the new year arrives, it’s a great time to look ahead at what’s to come from those in the trenches. Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. My Comment: The future is here!

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

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

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. The path to the future of efficient AI in customer service is collaborative – today, humans and AI-based customer service chatbots can collaborate to maximize interactions with customers.

Chatbots 95

Chatbots Customer Service Call Center Customer Care 95

Storyminers

JULY 6, 2020

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Show podcast and a regular contributor to Forbes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Grupo Noa

DECEMBER 15, 2020

Ideally, a firm that does not receive an excessive high volume of calls should go for shared call center route. According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success. It is not only effective and influential but faster in operation too.

Call Center Solutions 40

Call Center Solutions Call Center Contact Center Omni-Channel 40

Grupo Noa

JUNE 1, 2018

Ideally, a firm that does not receive an excessive high volume of calls should go for shared call center route. According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success. It is not only effective and influential but faster in operation too.

Call Center Solutions 40

Call Center Solutions Call Center Contact Center Omni-Channel 40

COPC

MAY 11, 2017

Featured Event: May 22-25, 2017. will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions, networking events, and opportunities to talk with product experts, peers and thought leaders in the customer experience industry. Other Events: May 25, 2017. June 7-9, 2017.

Contact Center 40

Contact Center Call Center Omni-Channel Conference 40

Storyminers

JULY 6, 2020

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Show podcast and a regular contributor to Forbes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority. One strike and you’re out.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Talkdesk

JULY 26, 2017

It allows companies to give contact center admins more power than ever before to customize and manage their contact center technology and integrations. Backed by years of experience in the contact center space, Ytica brings you expertise in running profitable operations in both sales and customer care.

Contact Center 40

Contact Center Call Center Healthcare Analytics 40

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. and Crowdvocate.com.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Verint

OCTOBER 2, 2017

This session will explore the expectations of today’s consumers—from customers being able to connect with businesses whenever and however they choose, to businesses being able to interact and maintain context throughout every phase of the customer interaction. Sitecore Symposium 2017. Consero Contact Center Forum.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

Team HGS

AUGUST 22, 2017

Q2: What would you suggest as the first step in integrating bots into our customer service strategy? Lauren: Step number one always should be, analyze your top contact drivers. Then we get to how a bot can help address a particular question, inquiry, suggestion, or customer complaint. Wed, 08/23/2017 - 11:53. automation.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

Natalie Petouhof

SEPTEMBER 12, 2018

And AI development is not the core business focus of a contact center. Choose a solution designed to allow customers to easily get the answers they need on their own, your agents to intelligently engage with customers and for you to deliver business results that matter. MIT Sloan and BCG Study, 2017. The result?

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Qualtrics

JULY 15, 2019

So, let’s look at some benchmarks for response times: Call Center: Waiting for more than 90 seconds on hold to talk with a customer support representative will decrease customer satisfaction levels. – View or contact center experience solution here.

Net Promoter Score 41

Net Promoter Score Customer Service Customer Experience Social Media 41

Qualtrics

AUGUST 1, 2019

Adobe Customer Care (@AdobeCare) February 28, 2017. Want to learn more about how to delight your customers? Check out our recent eBook release, “The Compelling Contact Center Agent Experience” You can download it here. Free eBook: The Compelling Contact Center Agent Experience.

Omni-Channel 8

Omni-Channel Examples Customer Service eBook 8

Verint

JULY 31, 2017

Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g., She and her team outlined three principles that are part of the foundation of their VoC strategy: Understand the root cause of issues that customers have with our organization—and determine why the defects occurred.

Strategy 28

Strategy ROI Survey Analytics 28