InMoment XI

OCTOBER 31, 2023

With the advent of omnichannel customer experience programs and increasing customer demands, effective call center management has become more challenging and pivotal than ever before. It requires a harmonious blend of leadership, technology, and a customer-centric mindset to succeed in this dynamic landscape. How do Call Centers Work?

Call Center 195

Call Center Strategy Management First Call Resolution 195

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

NICE inContact

JUNE 27, 2017

For Carlson Rezidor , one of the globe’s largest hotel groups with 1,400 properties, including the widely known Radisson brand, creating consistency across all guest reservation contact centers had its own challenges. We wanted to give them a personalized experience, but we needed a contact center platform that allowed us to do that.”.

Omni-Channel 120

Omni-Channel Contact Center Abandon Rate Guest Experience 120

TechSee

DECEMBER 16, 2021

86% of customers have come to expect a personalized and relevant experience – with conversations with agents moving seamlessly between channels. What’s more, 84% of company leadership believes that AI is the key to achieving their growth objectives. The post 2022 Trends: Imagine the Future of Call Centers appeared first on TechSee.

Call Center 124

Call Center Trends Self Service Contact Center 124

Brad Cleveland Blog

JULY 2, 2024

What’s happening with contact center workload? Are calls being supplanted by digital channels and self-service? These are important questions—the answers will impact your budgets, hiring, … Continue reading → The post What’s Happening with Contact Center Workload?

Contact Center 52

Contact Center Self Service Multi-Channel Call Center 52

Brad Cleveland Blog

MAY 9, 2024

After ICMI’s most recent Contact Center EXPO, I wrote a series of articles with reflections on the future of contact centers. AI … Continue reading → The post The Future of Contact Centers: 5 Insights appeared first on Brad Cleveland.

Contact Center 52

Contact Center Multi-Channel Call Center Culture 52

NobelBiz

FEBRUARY 10, 2023

Host: Since we’ve officially entered the connected era, how will the emergence of 5g and IoT empower contact centers? And do you think it will help in creating a refined Omni Channel experience? So do you see contact centers implementing more self service mechanisms? It’s absolutely a next step.

Contact Center 52

Contact Center Omni-Channel Self Service Multi-Channel 52

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. UXPressia : This customer experience mapping and management platform enables multiple views, like an integrated multi-persona journey and individual journeys. Data collection : Which channels can the tool extract data from?

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

SurveySensum

JULY 14, 2020

Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Brad Cleveland Blog

DECEMBER 1, 2023

The article includes 5 things the very best leaders do to prepare for the future as well … Continue reading → The post Prepare Your Contact Center for the Future appeared first on Brad Cleveland.

Contact Center 51

Contact Center Multi-Channel Call Center Customer relationships 51

NobelBiz

JULY 25, 2023

Customer Interaction Analytics also serves as a tool used by supervisors to analyze what interactions the team is having and to determine the most successful communication channels for a given campaign. Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Experience Matters

APRIL 7, 2015

We work with global 5,000 clients to create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. In today’s Omni channel world, companies often struggle to deliver a seamless customer experience.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. Multi-channel usually includes voice, email, chat, SMS and even fax interactions.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

PeopleMetrics

MARCH 7, 2018

Chances are you haven't been trained in that role - there’s no degree in customer experience leadership (at least right now - maybe there will be some day). To make yourself as effective as possible within your organization, you know that you have to be a very multi-disciplinary person. Nonetheless, it's an amazing role to have.

System 76

System Feedback CEM Management 76

Gainsight

APRIL 22, 2021

New geographies, products, verticals, and channels may mask this effect, but it’s still undeniable and real. We went through leadership changes and tried new go-to-markets. Practically, this means your leadership needs to scale the business many times to grow into your new funding status. We were stuck. So, start early.

Multi-Channel 120

Multi-Channel Leadership Culture Marketing 120

CSM Magazine

JUNE 8, 2023

TCC plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid-working in a multi-channel customer service environment. About Calabrio Calabrio is a trusted ally to leading brands.

Company 52

Company Multi-Channel Contact Center Customer Centricity 52

Eptica

JULY 15, 2016

Visionary leadership: The CEO and top management must outline a strong vision for the entire enterprise that is clearly focused on how customers can gain value from their relationship with the company and its offerings - through every single interaction.

Omni-Channel 48

Omni-Channel Multi-Channel How To Contact Center 48

Brad Cleveland Blog

DECEMBER 1, 2023

The article includes 5 things the very best leaders do to prepare for the future as well … Continue reading → The post Prepare Your Contact Center for the Future appeared first on Brad Cleveland.

Contact Center 26

Contact Center Multi-Channel Call Center Customer relationships 26

Avaya

JUNE 3, 2016

The buzzword in Customer Service and Contact Centers over the past few years has been omni-channel. Omni-channel supposedly stands for a singular, high-quality personalized experience that a customer has with a brand that occurs regardless of where or what device the customer is using to get service. This is bad.

Omni-Channel 40

Omni-Channel Multi-Channel Social Media Contact Center 40

Brad Cleveland Blog

MAY 10, 2016

The contact center profession has come a long way in recent years. For the most part, contact centers have learned how to deliver. Customer expectations are high, and for good reason.

Contact Center 26

Contact Center Management Customer Expectations Multi-Channel 26

Natalie Petouhof

MARCH 7, 2016

Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed: 90% of people move between different devices [i]. Customer expectations today will not wait for old contact center technology to get its act together.

Innovation 40

Innovation Customer Engagement Engagement Contact Center 40

NobelBiz

JUNE 6, 2021

A member of the leadership team: Including a member of the leadership team is critical because this individual will be able to provide the required funding and defend the marketing plan at the company’s highest level. There is one critical moment that counts more than the others in every journey, regardless of the channel.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Touchpoint 52

Eptica

AUGUST 24, 2016

Successful CX requires organizational transformation and cultural change , and therefore needs to be led from the top –without senior leadership involvement initiatives can stall or fail to deliver ongoing benefits. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Avaya

JUNE 21, 2016

It takes experience creating true multi-touch solutions for enterprise clients across every industry. Experience in contact center deployment. Oceana truly enables customers to integrate at the channel and data levels to deliver a unified multi-touch experience for both the customer and the business.

Multi-Channel 45

Multi-Channel Self Service Social Media Chatbots 45

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center 26

Contact Center Management Multi-Channel Call Center 26

Brad Cleveland Blog

JUNE 1, 2023

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us.

Contact Center 26

Contact Center Management Multi-Channel Call Center 26

Brad Cleveland Blog

JUNE 28, 2018

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future.

Contact Center 26

Contact Center Call Center Video Meeting 26

Brad Cleveland Blog

MAY 10, 2016

The contact center profession has come a long way in recent years. For the most part, contact centers have learned how to deliver. Customer expectations are high, and for good reason. Collectively, they have invested billions in equipment, networks and software. They have spent untold hours training and equipping people.

Contact Center 25

Contact Center Management Software Customer Expectations 25

Thematic

AUGUST 29, 2024

Equally important is communicating these findings to key stakeholders throughout the organization, from customer service teams to product development and leadership. Choose the Right Feedback Channels Utilize a mix of feedback channels to capture a comprehensive view of customer opinions. What methods will you use?

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62

Brad Cleveland Blog

SEPTEMBER 19, 2019

Recently, I was reminded of this brief interview that I recorded with Jim Rembach of Call Center Coach. We discussed how channels are likely to be approached in the future.

Contact Center 26

Contact Center Call Center Video Multi-Channel 26

NobelBiz

JULY 31, 2023

In the contact center world, it’s a carefully designed process that efficiently manages incoming calls, keeping customers engaged with informative on-hold messages while automatically routing them to the most suitable agent. Balancing Workloads In dynamic call center environments, workload imbalances can lead to inefficiencies.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Brad Cleveland Blog

FEBRUARY 14, 2019

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate.

Contact Center 20

Contact Center Management Multi-Channel Call Center 20

Brad Cleveland Blog

FEBRUARY 14, 2019

Contact centers that consistently get the best results view the operation as a total process. This viewpoint takes many forms: Ensure that everyone in the contact center, and those with key supporting roles outside the center, have a basic understanding of how contact centers operate.

Contact Center 20

Contact Center Management Multi-Channel Call Center 20

Brad Cleveland Blog

SEPTEMBER 27, 2016

Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The … Continue reading → The post New Technology: Leadership Is Essential appeared first on Brad Cleveland.

Leadership 26

Leadership Technology Multi-Channel Call Center 26

Brad Cleveland Blog

MAY 10, 2016

The contact center profession has come a long way in recent years. For the most part, contact centers have learned how to deliver. Customer expectations are high, and for good reason. Collectively, they have invested billions in equipment, networks and software. They have spent untold hours training and equipping people.

Contact Center 20

Contact Center Management Software Customer Expectations 20

Brad Cleveland Blog

SEPTEMBER 27, 2016

Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. New technologies are not passive — to get good results, they must be implemented with foresight and good planning.

Leadership 22

Leadership Technology Government Multi-Channel 22

Brad Cleveland Blog

SEPTEMBER 19, 2019

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Contact Center 26

Contact Center Multi-Channel Call Center Customer relationships 26