InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today. The retail customer experience is also a complex one.

Retail 195

Retail Customer Experience Effort Score Social Media 195

NICE inContact

JUNE 25, 2019

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. Brands have to remember that social media is a social space that’s inherently customer-centric.

Customer Expectations 136

Customer Expectations Customer Service Social Media Contact Center Software 136

NICE inContact

OCTOBER 25, 2019

Even as Bridgevine , a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. The Florida-based company knew it needed to a make change and decided to move to the modern, unified CXone cloud contact center CX platform.

Contact Center 121

Contact Center Net Promoter Score Contact Center Software Customer Satisfaction 121

NobelBiz

JANUARY 3, 2024

Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Industry Landscape and Predicting Trends in 2024. Call centers must invest in tools and training to ensure adherence to evolving regulations while maintaining operational efficiency.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

BlueOcean

JANUARY 23, 2024

It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. Once upon a time, agents simply had a phone. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

BlueOcean

NOVEMBER 6, 2019

It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. Once upon a time, agents simply had a phone. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

NICE inContact

AUGUST 9, 2018

Unlike CSAT, CES is focused on individual interactions with your customers, rather than overall sentiment for your brand. Are you tracking these 3 customer service metrics in your contact center? If not, contact us today to learn how our industry-leading cloud contact center software can help!

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

NICE inContact

AUGUST 9, 2018

Unlike CSAT, CES is focused on individual interactions with your customers, rather than overall sentiment for your brand. Are you tracking these 3 customer service metrics in your contact center? If not, contact us today to learn how our industry-leading cloud contact center software can help!

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Calabrio

MARCH 4, 2025

Performance metrics: Contact centers can track and measure key performance indicators (KPIs) related to conversations, such as call duration, response time, or customer satisfaction scores. They can also write back into these systems to further enrich the data.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

NobelBiz

NOVEMBER 13, 2023

Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate. According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

NICE inContact

AUGUST 9, 2018

NPS is best deployed as part of a targeted, relationship-focused survey beginning with these 2 questions: On a scale from 0-10, how likely are you to recommend [brand] to a friend or colleague? Are you tracking these 3 customer service metrics in your contact center? Bain and Company, Inc., and Fred Reichheld.

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

NobelBiz

OCTOBER 31, 2023

To put things in perspective, let’s first look at some statistics showcasing the importance of customer support: According to Email Analytics , 77% of customers are more likely to share a positive experience with brands. Proactive Problem-Solving With Nobelbiz, call centers can anticipate customer needs and address them proactively.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

Upstream Works

MARCH 21, 2019

When someone reaches out to a brand, usually it’s to resolve an issue or get information. As a consumer, it’s frustrating – even painful – to be greeted by your favorite brand as if you’re a complete stranger when you’ve been a customer for years. Convenient, Flexible, and Connected CX Journeys. Personalized and Predictive Care.

Customer Experience Management 92

Customer Experience Management Self Service Strategy Customer Experience 92

NobelBiz

OCTOBER 2, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Key Features of an Integrated Ticketing System When considering the implementation of an integrated ticketing system, contact center managers should prioritize scalability to accommodate growing operations.

System 105

System Contact Center Contact Center Software Social Media 105

UJET

MARCH 24, 2020

Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consumers. Suggested Headphone Brands. Recommended Features. Noise-cancelling microphone.

Tips 86

Tips Contact Center Software Guidelines Contact Center 86

NobelBiz

JULY 25, 2023

These platforms provide a goldmine of data regarding customer sentiment and brand perception. In essence, the components of interaction analytics in a call center are a harmonized dance of technology, data, and human insights, all geared towards one singular goal: elevating the customer experience.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Kustomer

JUNE 27, 2022

Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions. In this particular digital age, the ability to offer the same level of service, across any channel, is paramount to long-term brand success.

Software 92

Software Tools Customer Service Self Service 92

NobelBiz

FEBRUARY 27, 2024

When a call center operates efficiently, it not only reflects well on the immediate interaction but also enhances the overall perception of the brand. Brayan Carpio Senior Call Center Manager, Call4You Marketing “The technology aspect of NobelBiz stood out compared to the competition, and also the great team!

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. The customer experience map is a powerful tool that allows businesses to gain a comprehensive understanding of customer interactions with their brand or service.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. While short codes can significantly benefit recognizable brands by offering a quick and easy way for customers to connect, they may not be the most cost-effective solution for call center operations due to their high expense.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

NobelBiz

JUNE 13, 2023

The consequences of this labeling extend beyond missed opportunities, as they can negatively impact a brand’s reputation and erode customer trust. Pro tip: ensure that the software correctly displays your caller ID and doesn’t spoof numbers. However, the threat of ill-intent calls is real.

Measurement 97

Measurement Guidelines Contact Center Contact Center Software 97

UJET

MARCH 24, 2020

Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consumers. Suggested Headphone Brands. Recommended Features. Noise-cancelling microphone.

Tips 72

Tips Contact Center Software Guidelines Contact Center 72

Call Experts

OCTOBER 5, 2023

A satisfied customer is more likely to become an advocate for your brand. Boosting Brand Reputation A well-handled customer inquiry or complaint can turn a near-harmful experience into a positive one. On-Premises : Cloud-based contact centers offer flexibility and scalability, while on-premises solutions provide more control.

Contact Center 105

Contact Center Call Center Guidelines Roadmap 105

Playvox

NOVEMBER 4, 2021

From how we navigate our day and interact with friends and colleagues to how we engage with vendors and brands, new tools and communication channels have changed the touchpoints we all experience. For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective.

Contact Center 52

Contact Center Technology Contact Center Software Call Center 52

ShepHyken

APRIL 28, 2020

Having compassion for your employees and being authentic with those employees is what’s defining brands right now.”. About: Rowan Trollope is CEO of Five9 , a leading provider of cloud contact center software for the enterprise.

Contact Center Software 66

Contact Center Software Contact Center Innovation Communication 66

ShepHyken

APRIL 8, 2022

He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. Did you know that 70% of consumers have stopped doing business with a brand following a poor customer experience? Brand care experience . Yes, that’s true!

Retail 80

Retail Industry Customer Experience Contact Center 80

CSM Magazine

JANUARY 20, 2021

Easily embed within your existing contact center software. Founded in 2008, CodeBroker mobile marketing solutions are used by the world’s most recognizable brands and retailers to drive customer acquisition, retention, and loyalty. Populate a library of pre-approved coupons and gift cards. About CodeBroker .

Customer Service 59

Customer Service Contact Center Software Customer Service Representative Social Media 59

ShepHyken

OCTOBER 29, 2021

To enhance the positive impact of such features, using a call center tool that’s based on knowledge management would be advisable. The Benefits of KM-based contact center systems:?? . Adding it to your call center makes the life of your support staff easier. They trust your brand more and stay loyal to it.

Call Center 83

Call Center Software Contact Center Knowledge Base 83

NobelBiz

MARCH 22, 2021

CRM Integration In the Digital Environment Integrating a CRM with contact center software significantly simplifies the task of the customer service team. Strategic Standpoint Contact Centers will benefit from a winning approach to strengthen customer relations by integrating CRM with business applications.

CRM 52

CRM Customer Service Contact Center Software Contact Center 52

Upstream Works

JULY 17, 2019

And we can simply hop onto social media to review honest feedback from real customers about a brand before we commit to spending our hard-earned dollars with them. The social monitoring application might be aware of it but is it being addressed in a way that is consistent with the contact center? Personalize the Experience .

Customer Care 60

Customer Care Contact Center Contact Center Software Omni-Channel 60

UJET

JUNE 25, 2021

And, by doing so, everything from text messages to virtual agents and voice synergize, ensuring that experience is branded and consistent as well. Butwhile the benefits at certain touchpoints in the customer journey (and call centers in general) have proven out during the COVID-19 pandemic, AI alone can’t handle all your customer’s needs.

Customer Journeys 82

Customer Journeys Customer Experience Contact Center Omni-Channel 82

Think Customers

SEPTEMBER 22, 2023

Rather than force customers into interactions dictated by the company, an omnichannel system enables customers to engage with a brand on their channel of choice when, where, and how they prefer.

Omni-Channel 52

Omni-Channel Contact Center Software Contact Center Social Media 52

Upstream Works

JUNE 10, 2019

Messaging apps are an easy way for customers to interact with your brand while on the go – and their popularity is rapidly increasing. Monitor and escalate social posts and messages from Facebook, Twitter, LinkedIn, Instagram, YouTube, and more to the contact center. Here are some of the highlights of UWF V4.0

Contact Center 60

Contact Center Contact Center Software Omni-Channel Customer Centricity 60

NobelBiz

FEBRUARY 21, 2023

And complying with government and industry regulations is mandatory for any contact center. Our Cloud contact center software NobelBiz Omni+ is fully compliant and features many advanced security measures to protect customer information and sensitive data.

Contact Center 52

Contact Center Data Management Contact Center Software 52

NobelBiz

FEBRUARY 15, 2023

And complying with government and industry regulations is mandatory for any contact center. Our Cloud contact center software NobelBiz Omni+ is fully compliant and features many advanced security measures to protect customer information and sensitive data.

Contact Center 52

Contact Center Data Contact Center Software Management 52

Playvox

FEBRUARY 13, 2023

Also consider that 46% of consumers have called out a brand on social media — meaning a poor experience can instantly go far beyond a customer’s friends, relatives, and neighbors to reach a global audience. This will help you gauge whether your team is delivering seamless experiences that turn customers into your brand champions.

Contact Center 78

Contact Center How To eBook Multi-Channel 78