NICE inContact

JANUARY 24, 2018

Others started with inbound voice and over time have added omnichannel routing or workforce optimization. How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? So, what comes next? Digital Transformation. Plan to join us!

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. How to overcome those challenges?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. Look out for my 2018 predictions soon!

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

NICE inContact

MARCH 15, 2018

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview !

Interaction 121

Interaction Customer Experience Conference Analytics 121

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!)

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

NICE inContact

MARCH 5, 2019

And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. And their opinions and channel preferences are constantly evolving. appeared first on NICE inContact Blog.

Self Service 169

Self Service Omni-Channel Chatbots Customer Expectations 169

Call Experts

JANUARY 23, 2019

Omnichannel is quickly becoming a fundamental concept for businesses. Omnichannel processes utilize various platforms such as social media channels, email marketing, websites, and mobile experiences to communicate with your clients. What makes omnichannel challenging? Retailers have lost millions. What is this process?

Omni-Channel 53

Omni-Channel Management Call Center Multi-Channel 53

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Omnichannel Service and Satisfaction.

Self Service 121

Self Service Contact Center Software Contact Center Software 121

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog. Is your Contact Center Keeping Up?

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 107

Contact Center Report Customer Journeys Customer Centricity 107

Pink Guava

DECEMBER 21, 2018

From a dull period after demonetisation, GST implementation along with newer challenges spurring in each and every sector, 2018 saw growth enhancing for the organisations to cheer. Typically, a customer approaches many sources including offline channels before deciding “when and how to buy”.

Omni-Channel 40

Omni-Channel Trends Customer Experience Social Media 40

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Omnichannel Interactions.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog. Is your Contact Center Keeping Up?

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

ShepHyken

MARCH 29, 2019

Human managers cannot work better than a machine,” says Bogdan Nesterenko, Head of Cross-border Projects at Northern European omnichannel electronics retailer RD Electronics. billion, in 2018, its AI-driven earnings are impressive. Maybe, they simply shouldn’t. What makes such price optimization efficient?

Retail 108

Retail Customer Experience How To Ecommerce 108

NICE inContact

APRIL 24, 2019

To date, Customer Experience wins have been felt in the early parts of the customer journey – particularly around tailored marketing campaigns, personalized web and brand experience, and more recently orchestrated omnichannel communication. However, a 2018 Forrester report points out that CX is stagnating. Last Mile CX.

Company 178

Company Contact Center Omni-Channel Insurance 178

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? True Omnichannel Skills-based Routing. No news here: customers have grown to expect support for a multitude of channels.

Contact Center 186

Contact Center System Self Service Omni-Channel 186

Avaya

NOVEMBER 15, 2018

This blog is authored by Krista Capone, Sr. This blog was first published May 31, 2018 on the C3i Solutions blog. This blog was first published May 31, 2018 on the C3i Solutions blog. Millennial Channel Preference appeared first on Avaya Connected Blog. Read more about it here.

Omni-Channel 54

Omni-Channel Self Service Social Media Survey 54

Happy or Not

JANUARY 10, 2018

The 2017 trends in retail saw many changes and movements, such as the importance of the in-store experience, developing the omnichannel, the use of data, and merge of retail and technology. The post Data Driven CX Improvements: A Retailer’s Must Have For A Successful 2018 appeared first on HappyOrNot.

Data 84

Data Retail Omni-Channel Trends 84

transcosmos Information Systems

MARCH 20, 2018

Here are the top five trends for customer care service that will take your business to greater heights in 2018 and beyond: 1. billion people use at least one messaging channel on their smartphone this 2018. The post 5 Customer Service Trends to Get More Business Traction this 2018 appeared first on transcosmos.

Trends 76

Trends Customer Service Self Service e-support 76

transcosmos Information Systems

OCTOBER 2, 2018

Before 2018 ends, review if your business is giving the gold standard of customer service to your buyers. Of course, having an omni-channel customer service requires more than just creating accounts on online platforms. In fact, 70% of shoppers aged 16-24 expect near real-time response times from brands.

Omni-Channel 48

Omni-Channel Customer Service Multi-Channel Self Service 48

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. With expanding expectations comes expanding channels. Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022.

Trends 225

Trends Customer Service Chatbots Omni-Channel 225

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. In our latest report, we compare what businesses think with the actual responses of more than 2,400 consumers who were asked in 2018 about their own, real-world customer service experiences. appeared first on NICE inContact Blog.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

NICE inContact

DECEMBER 17, 2018

At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. Gartner’s latest Magic Quadrant for CCaaS [i] highlights the importance of omnichannel customer service capabilities to consistently deliver the highest quality CX with every interaction. Download all 3 reports. [i]

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Thunderhead

OCTOBER 19, 2018

KPMG’s Global Automotive Executive Survey for 2018 reports that: three quarters (75%) believe that nearly half of showrooms won’t exist by 2025 as a result of the move to online auto shopping. We need to recreate the intimacy, relevance and flexibility at which dealers are so adept – in an omnichannel environment. Liked that?

Omni-Channel 40

Omni-Channel Automotive Retail Sales 40

Avaya

OCTOBER 25, 2018

This blog is authored by Dale Conwell, Vice President, C3i Solutions. This blog was first published July 12, 2018 on the C3i Solutions blog. Phone is Still the Channel of Choice but Omni-Channel Strategy is a Must. The post Channel Surfing: How Do Consumers Engage with Your Brand?

Omni-Channel 47

Omni-Channel Consumers Self Service Brands 47

Comm100

NOVEMBER 29, 2021

In this blog, we’ll look at the top customer service trends to expect in 2022 so you can build a team of customer experience excellence. With expanding expectations comes expanding channels. Once brands are finding success with live chat , they will also begin to look to omnichannel customer engagement in 2022.

Trends 166

Trends Customer Service Chatbots Omni-Channel 166

NICE inContact

MAY 8, 2019

Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? We surveyed more than 900 contact center leaders across the US, UK, and Australia to discover insights about quality of service delivered, according to businesses themselves, across both self-service and agent-assisted channels.

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

CXApp

JANUARY 23, 2018

In fact, CX is such an important component that Forrester predicts in 2018 , two-thirds of business firms will focus on developing customer insight centers of excellence. Omni-Channel Experiences: Omni-channel and omni-device initiatives allow business’ to keep their audiences engaged across all networks or platforms.

Omni-Channel 40

Omni-Channel B2B Consumers Customer Insights 40

CXApp

JANUARY 23, 2018

In fact, CX is such an important component that Forrester predicts in 2018 , two-thirds of business firms will focus on developing customer insight centers of excellence. Omni-Channel Experiences: Omni-channel and omni-device initiatives allow business’ to keep their audiences engaged across all networks or platforms.

Omni-Channel 40

Omni-Channel B2B Consumers Customer Insights 40

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. Over the course of the year, we’ll dedicate a blog post to each of these CX game changers. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy. Wed, 02/07/2018 - 11:27.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

NICE inContact

OCTOBER 19, 2018

Gartner’s 2018 Magic Quadrant for Contact Center as a Service, North America has just been released, and once again, NICE inContact is named a leader for the fourth year in a row. The post NICE inContact named a leader in Gartner Magic Quadrant for Contact Center as a Service appeared first on NICE inContact Blog.

Contact Center 120

Contact Center Omni-Channel Innovation Leadership 120

InMoment XI

OCTOBER 3, 2024

Maintain An Omnichannel Experience An omnichannel customer experience is key for guests in the hospitality industry. Customers engage with companies on an average of nine different channels, and they expect their experience to be consistent with each one. 5. ([link] ). Accessed 9/20/2024. Accessed 9/20/2024.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

ShepHyken

AUGUST 17, 2018

Accordingly, to the Freshdesk’s Customer Happiness Benchmark Report 2018 , the average FCR is 71%. If it is taking longer than a single response it’s due to the absence of essential information from the customer, a loosely built knowledge base, lack of omnichannel approach, or merely inadequate product knowledge.

Metrics 75

Metrics First Call Resolution Knowledge Base How To 75

NICE inContact

APRIL 12, 2019

In early 2018, Unisys reimagined its service desk offering and worked toward developing a solution that would deliver an outstanding customer experience. As the global market leader in contact center technology, CXone has delivered the omnichannel experience and cost efficiencies Unisys was looking for.

Omni-Channel 27

Omni-Channel Contact Center Innovation Tools 27

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Key criteria for these solutions include omnichannel support, analytics, user experience strategy, CRM integrations, voice infrastructure, and a product architecture that is based on microservices.

Contact Center 121

Contact Center Effort Score Omni-Channel CRM 121

Avaya

DECEMBER 13, 2017

According to Gartner, for example, at least 50% of brands in 2018 will have redirected their investments to customer experience innovations. Customer experience must extend across the entire organization over countless interaction channels and devices. The post Customer Experience Starts Here appeared first on Avaya Connected Blog.

Customer Experience 119

Customer Experience Omni-Channel Customer Journeys Analytics 119