NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

Kitewheel

JUNE 20, 2019

2019 Highlights. Here at Kitewheel, we just released the State of Customer Journey Report 2019. This is our biggest data analytical report to date, with over 10 Billion digital and in-person customer interactions tracked and recorded. Customer Journey Maturity Drives Omni-Channel Adoption.

Customer Journeys 45

Customer Journeys Omni-Channel B2C B2B 45

NICE inContact

OCTOBER 18, 2019

This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019. NICE inContact was also recognized as a Leader in the Gartner Magic Quadrant for Contact Center as a Service, North America report.

Contact Center 120

Contact Center Self Service Omni-Channel CRM 120

Kustomer

DECEMBER 20, 2019

The final days of 2019 are drawing to a close, and that means it’s time for Kustomer’s year-end wrap up. Here are some of the most memorable highlights: Top Customer Service Trends of 2019. Omnichannel Not Multichannel. Achieving true omnichannel support was a focus of many organizations in 2019.

e-support 68

e-support Omni-Channel Case Study Comparison 68

CSM Magazine

AUGUST 16, 2021

The omnichannel approach has been used by marketers to reach as many customers as possible, especially in the current circumstances, where most physical stores remain closed and rely on product deliveries and online purchases. Omnichannel Contact Centers for Improved Customer Service. trillion mark. trillion mark.

Omni-Channel 52

Omni-Channel Customer Experience Social Media Contact Center 52

delighted

JUNE 3, 2021

Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. Omnichannel retail will be the new normal. The unprecedented conditions caused by the coronavirus pandemic threw the spotlight on a trend that has been around for over a decade: omnichannel.

Omni-Channel 100

Omni-Channel Retail Consumers Trends 100

CSM Magazine

MAY 19, 2020

Puzzel, a leading cloud-based contact centre software provider, has announced that London’s largest further education college group, Capital City College Group, has successfully implemented Puzzel’s omni-channel customer service solution including the latest AI-powered Agent Assist technology.

Omni-Channel 52

Omni-Channel Groups Brands Abandon Rate 52

Forrester's Customer Insights

MARCH 29, 2019

We’ve just published this year’s edition of “The State Of Retailing Online 2019: Omnichannel, Marketing, and Personalization,” a report we conduct annually with the National Retail Federation (NRF).

Omni-Channel 48

Omni-Channel Retail Marketing Study 48

Kustomer

NOVEMBER 4, 2020

Over 80% of companies who prioritize customer experience report an increase in revenue. billion in 2019 to $9.4 More Businesses Will Switch to an Omnichannel Approach. Customer experience is becoming complex, with 51% of businesses using at least eight channels for CX alone. Brands must stay on top of CX trends.

Omni-Channel 124

Omni-Channel Customer Experience Chatbots e-support 124

Avaya

JULY 8, 2019

About 30% feel they don’t understand AI because of inaccurate reporting on its capabilities and/or the over-reporting of AI “scare stories”. Learn more about the current state of AI in the contact center with Vanson Bourne’s new research report, “ AI: The De Facto for Contact Center Experience ,” commissioned by Avaya.

Contact Center 45

Contact Center Omni-Channel Analytics CRM 45

Comm100

MARCH 4, 2021

Our annual live chat benchmark report reveals the answers to these questions, pulling from over 66 million chat interactions. Read on for the key takeaways from the 2021 live chat benchmark report, then download the full report below for free with access to hundreds of data points, including the trends from 2020 and predictions for 2021.

Data 131

Data Omni-Channel Effort Score Report 131

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. Don’t miss this exciting presentation!

Self Service 169

Self Service Omni-Channel Chatbots Trends 169

NICE inContact

OCTOBER 17, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments.

Contact Center 120

Contact Center Report Tools Industry 120

CSM Magazine

APRIL 15, 2020

Today, the company combines omni-channel technology with artificial intelligence capabilities to provide comprehensive, end-to-end customer interaction solutions in an age of digitization.

Omni-Channel 52

Omni-Channel Employee Engagement Engagement Contact Center 52

Oracle

DECEMBER 26, 2019

View a complimentary copy of The Forrester Wave : Customer Service Solutions, Q2 2019 report. The marketplace for customer service solutions is crowded with options, but organizations can find an evaluation of leaders in the space in The Forrester Wave : Customer Service Solutions, Q2 2019 report.

Report 42

Report Self Service Customer Service Omni-Channel 42

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. We’ve made our report available to you as a free download.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? The latest results and analysis can be found in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. But the good news doesn’t stop there.

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

ShepHyken

JUNE 24, 2019

My Comment: The concept of “omnichannel” is about being available to your customers on multiple channels, such as phone, email, chat, messaging, social channels and more. Our friends at Dimelo released a report that includes eight “expert tips” on how to unify communication across these channels.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

CSM Magazine

FEBRUARY 25, 2020

Today, the company combines its omni-channel technology with artificial intelligence capabilities to provide comprehensive, end-to-end customer interaction solutions in an age of digitization. Puzzel is a leading cloud-based contact centre software provider and one of the first pioneers to develop a cloud-based contact centre offering.

Chatbots 59

Chatbots Insurance Omni-Channel Company 59

Comm100

JANUARY 7, 2020

Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. Omnichannel is required. Are you ready?

Data 134

Data Chatbots Wait Times Effort Score 134

GetFeedback

APRIL 3, 2019

Striving to deliver the best products, services, and experiences, they adopted GetFeedback to create an omnichannel feedba ck program that would scale alongside them. . I’m responsible for many of the reports and analytics our team uses for team performance, contact trends, and forecasting staff and contact volume.

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

Hero Digital

DECEMBER 11, 2018

Euclid reports that a brand’s alignment with the customer’s personal values is important to 52% of millennials, 48% of Gen X, and 35% of baby boomers. USAA car insurance customers can fill out an accident report straight from the mobile app using an easy, clear questionnaire format.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

Oracle

NOVEMBER 27, 2019

Today, the customer experience isn’t bound to any one physical or digital space, as 73% of consumers use multiple channels to shop , according to a Harvard Business Review study of 46,000 shoppers. The technology is powered by small drones that go down store aisles and scan each shelf to report out-of-stock items.

Retail 74

Retail Innovation Trends Ecommerce 74

NICE inContact

MAY 8, 2019

Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. Or are they still most satisfied with a phone call with a competent agent?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

NICE inContact

JANUARY 7, 2019

Plan for 2019 trends. In 2019, pressures will continue to grow for operations looking to improve and differentiate with enhanced customer experience, while keeping budgets flat. Download the full Forrester Wave report to learn what they uncovered about NICE inContact and other CCaaS contenders.

Contact Center 120

Contact Center Omni-Channel Report Trends 120

Kustomer

NOVEMBER 4, 2020

Over 80% of companies who prioritize customer experience report an increase in revenue. billion in 2019 to $9.4 More Businesses Will Switch to an Omnichannel Approach. Customer experience is becoming complex, with 51% of businesses using at least eight channels for CX alone. Brands must stay on top of CX trends.

Omni-Channel 52

Omni-Channel Customer Experience Chatbots e-support 52

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. The full report is 145 pages, and there’s an excellent Executive Summary that you can download.

Report 40

Report Data Chief Customer Officer B2B 40

CSM Magazine

JULY 14, 2020

According to UK Finance, card payments accounted for half (51%) of all payments in the UK in 2019 while consumer use of credit cards rose by 7% to 3.3 Unfortunately, the COVID-19 health crisis has also highlighted the darker side of human nature with credit card fraud surging 35% and reports that £4.6 E-Commerce payments. IVR Payments.

Omni-Channel 52

Omni-Channel Customer Confidence Innovation CRM 52

Comm100

AUGUST 31, 2021

Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks. Among live chats on the Comm100 platform, the average wait time dropped from 50 seconds in 2019 to a benchmark of 35 seconds in 2020 , for a 30% decrease.

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

CSM Magazine

AUGUST 4, 2020

Today, the company combines omni-channel technology with artificial intelligence capabilities to provide comprehensive, end-to-end customer interaction solutions in an age of digitization.

Omni-Channel 52

Omni-Channel Contact Center Software Contact Center Communication 52

Bold360

NOVEMBER 1, 2019

Did you know that experts in customer engagement are: 30% more likely to report double-digit growth. 29% more likely to report increased order size. 16% more likely to report increased conversions. Source: Forrester, Build Competitive Advantage Through Customer Engagement and AI, Feb 2019.

Customer Engagement 40

Customer Engagement Omni-Channel Engagement Self Service 40

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. For our 2019 predictions, we are honored to share unique and well-informed perspectives from an elite group of industry thought leaders. For our 2019 predictions, we are honored to share unique and well-informed perspectives from an elite group of industry thought leaders.

Trends 40

Trends Self Service Customer Experience Social Media 40

CSM Magazine

JANUARY 19, 2023

The modern POS system goes beyond sales processing capabilities and offers the following advanced features: Reporting and Analytics Mobile POS Abilities Contactless Payment Options E-Commerce Integrations In short, POS solutions work as a central hub for your business operations. billion by 2025.

Trends 52

Trends Sales Omni-Channel Retail 52

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 UPS reports that it has already saved millions of dollars by implementing an AI predictive maintenance solution that reduces delivery truck breakdowns. Face and voice recognition.

Technology 122

Technology Customer Service Contact Center Gamification 122

Team Support

JANUARY 20, 2021

In Part 1 of this three-part series we introduced the new report by ServiceXRG and TeamSupport. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.

B2B 81

B2B Exceptional Customer Service Omni-Channel Report 81

BlueOcean

MARCH 31, 2021

Omni-Channel Patterns. The vast majority of contact centers and companies in general already had some level of omni-channel customer care infrastructure in place prior to the pandemic. The aforementioned Noble Systems report saw increases across the board. They’re picking up their phones at all hours of the day.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

PK

JUNE 20, 2019

Consumers increasingly expect an omnichannel shopping experience, and retailers are beginning to feel the urgency to respond. According to a recent Shopgate report, more than two-thirds (67 percent) of retailers now say omnichannel retailing will be a priority in 2019.

Connections 45

Connections Tips Data Omni-Channel 45