TechSee

DECEMBER 31, 2019

However, many companies are still struggling to make the customer service experience as effortless as possible. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Customer Service will become increasingly AI-driven. Explosion of virtual contact centers.

Customer Service 136

Customer Service Analytics Chatbots Self service 136

Customer Service Life

FEBRUARY 10, 2020

3 Ways to Bridge the Gap From Training to Proficient Customer Service – Early in my career in customer service we had a ticketing system with a “QA” feature and every email new agents composed had to be approved before sending. ICMI Top 50 Thought Leaders to Follow on Twitter – January 2020.

Customer Service 149

Customer Service Contact Center Chatbots Customer Experience 149

Contact Center Pipeline

OCTOBER 9, 2020

We’re wrapping up Customer Service Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal Rimon. Be sure to read parts one and two in this series for more great insights from industry leaders, or access our October issue for the full article.

Customer Service 173

Customer Service Employee engagement Contact Center Call Center 173

ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. While many people think this is a celebration about our customers, it is just as much a celebration about our people who take care of our customers.

Customer Service 214

Customer Service B2B B2C Call Center 214

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. 8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. That said, ROX can apply to any part of the customer experience. Follow on Twitter: @Hyken.

Customer Service 260

Customer Service Journey mapping Contact Center Customer Experience 260

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

Customer Service 192

Customer Service outsourcing Contact Center Customer Support 192

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes. Chief Customer Officers USA, Atlanta.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

ShepHyken

AUGUST 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Can Artificial Intelligence Improve Your Customer Service? The question is, do they really improve your customer service? Here are my top five picks from last week. by Mitul Makadia.

Customer Service 211

Customer Service Best practices Contact Center Chatbots 211

TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

CRM 207

CRM Customer Service Enterprise Contact Center 207

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Cloud-Based Contact Center Solutions.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

ShepHyken

OCTOBER 5, 2020

Each week I read a number of customer service and customer experience articles from various resources. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. by Chip Bell. This was a great interview.

Customer Service 166

Customer Service Virtual Agent Enterprise Contact Center 166

Contact Center Pipeline

OCTOBER 5, 2020

Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. Admittedly, at this point, company leaders, employees and customers are feeling the strain associated with a prolonged […].

Customer Service 194

Customer Service Employee engagement Contact Center Call Center 194

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience is the way! But while reopening is the order of the day, re-marketing will be the order of 2020 as retailers try to transcend simple survival and get back on their feet. But where is its value?

Customer Service 242

Customer Service B2C B2B Contact Center 242

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. The Company acquired global BPOs Knoah Solutions in 2020, and Goodbay Technologies in 2021.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

ShepHyken

JANUARY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Does it Take to Lose a Customer? CMSWire) Customer experience. 4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick. Here are my top five picks from last week.

Customer Service 234

Customer Service Journey mapping B2C B2B 234

ShepHyken

MAY 25, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to calculate your customer retention rate by Bryce Baer. Video tutorials can give customers a visual description of what they need. How Contact Centers are Responding to the COVID-19 Crisis by Jason Sterns.

Customer Service 155

Customer Service Customer retention Contact Center Marketing 155

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. Addressing L.L.

Customer Service 216

Customer Service Airlines Surveys Contact Center 216

Fonolo

DECEMBER 17, 2019

Modern consumers are no longer willing to accept poor customer service. In fact, more than 80% of customers now say the experience a company provides is as important as its products. It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Guide to Revenue Generation by Gladly. 5 Experiences That Define Strong Customer Service by Wise Marketer Staff. Here are my top five picks from last week.

Customer Service 237

Customer Service Customer centricity Customer Experience Marketing 237

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. The real reason why companies are investing more in their contact centers.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98

Fonolo

JANUARY 20, 2020

Happy 2020, Fonolo Followers! Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. As always, the customer service space reads like a riveting novel, full of conflict, drama, beauty, disappointment, hope, taxes, unanswered phonecalls, and robots.

Customer Service 117

Customer Service Contact Center Call Center Healthcare 117

Callminer

DECEMBER 5, 2019

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. This means that contact centres need to be integrating new technologies into their organisations in order to stay ahead of their competition.

Analytics 207

Analytics Accountability Technology Sales 207

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. These days, there are three things I focus on when it comes to customer service. How do you scale up?

Customer Service 171

Customer Service Multichannel Call Center Contact Center 171

Ameyo

DECEMBER 19, 2019

The aim of any business is to acquire more customers and deliver exceptional customer service. But, without a sound strategy and technological transformation, your business will hit a dead-end and there’s no turning back once you start losing your customers to the competition!

Contact Center 84

Contact Center Technology Customer Service Contact center software 84

Fonolo

DECEMBER 8, 2020

AI has been making a relentless assault on the contact center for several years. But it wasn’t until 2020 that its true role became clear. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades.

Contact Center 154

Contact Center Benchmark Technology Wait times 154

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Peter Lavers @ ThinkCX .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Upstream Works

DECEMBER 18, 2019

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade.

Contact Center 78

Contact Center Technology Personalization Customer Experience 78

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Contact Center Pipeline

OCTOBER 2, 2020

I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience.

Contact Center 130

Contact Center Technology Customer Service Employee engagement 130

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Fonolo

AUGUST 29, 2019

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. Another judge wrote, “Wow!

Contact Center 71

Contact Center Government Customer Care outsourcing 71

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key providers are building professional services and resources to assist customers with strategic AI plans. Key 2020 Trends: Cloud Contact Centers.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Fonolo

OCTOBER 27, 2020

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. Contact centers that have been hesitating on technology upgrades for years transformed their operations in a matter of weeks because it was a matter of survival.

Contact Center 147

Contact Center Coaching call center association Call Center 147