ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. The digital transformation has provided plenty of channels through which to survey: email, IVR, text, outbound voice, and even IM.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

Beyond Philosophy

MAY 15, 2023

times effectively engage customers on digital channels 2.9 times successfully implement CX automation strategies 2.8 times effectively engage customers on digital channels 2.9 times successfully implement CX automation strategies 2.8 You’ll get 11 opinions.” The new research reveals two distinct groups.

Customer Experience 195

Customer Experience Self service Feedback Management 195

Beyond Philosophy

AUGUST 17, 2023

As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. Pine says he was inspired by Norton’s article in the Strategy and Leadership Journal when Norton wrote that “experience was time well spent.”

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Anything that dramatically or fundamentally changes how agents and staff do things, has been proven to lead to failure, more often than not *. Video enablement: either use internally to manage remote agents, or externally for communications with customers. Boost agent productivity (32.3%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Zappix

FEBRUARY 1, 2024

Enter the era of Digital Self-Service—a transformative solution that addresses these challenges and propels customer support into the future. In this blog, we’ll explore the key benefits and comprehensive capabilities of Digital Self-Service, shedding light on how it can revolutionize your customer service strategy.

Self service 52

Self service Customer Support Average Handle Time Wait times 52

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

CX Accelerator

JULY 1, 2020

Digital First Mentality. Companies with business continuity (BC) plans and with digitally transformed solutions found it easier to adjust. Even for prepared companies, this pandemic definitely battle tested the maturity of those BC plans and their digital maturity. Written by Nick Glimsdahl. Changing Expectations.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 75

Government Chatbots Self service Wait times 75

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

Upstream Works

SEPTEMBER 28, 2022

Most businesses are undergoing some form of digital transformation, which will have a profound impact on contact centers. Technology has become central to our everyday lives, and its utility will keep growing as digital transformation continues. The analog world is giving way to digital technologies.

Contact Center 78

Contact Center Journey mapping Scripts Technology 78

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. Consequently, this creates time-consuming, manual, and complex call handling for agents, leading to inefficient and de-personalized service.

Management 64

Management Call Logging CRM Call flow 64

Comm100

MAY 25, 2022

Prices have soared in other areas too, particularly as inflation approaches double-digit numbers in some places. In any case, the resulting challenges have made certain that customer service has to adapt and make transformational changes to keep up with how the rest of the world has changed. Redefining the Customer Agent Experience.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Aspect

NOVEMBER 2, 2018

The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the working environment. billion worldwide per year. Self-service not being an option.

Customer centricity 149

Customer centricity Wait times Self service Technology 149

Expivia

FEBRUARY 15, 2024

The Evolutionary Shift in Contact Center BPO Strategy The landscape of Business Process Outsourcing, especially within contact centers, is witnessing a monumental shift. link] The Critical Role of AI in Transforming Contact Center BPOs AI is not just a tool but a game-changer in the contact center industry.

Contact Center 52

Contact Center Business Process Outsourcing outsourcing Technology 52

Totango

JANUARY 2, 2024

More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth.

Automotive 99

Automotive Journey mapping Self service Sales 99

Upstream Works

JANUARY 5, 2022

The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. This post will focus on digital transformation. That said, the path forward will be more manageable with a strategic approach to digital transformation.

Contact Center 78

Contact Center Chatbots Technology Accountability 78

24-7 InTouch

MARCH 19, 2024

As brands navigate the complexities of integrating generative AI into their customer experience strategy, industry experts like Jeff Fettes, CEO of Laivly, shed light on the benefits and considerations essential for unlocking the true potential of AI-driven interactions. But what lies beyond the surface of this cutting-edge tool?

Customer Experience 52

Customer Experience Chatbots Technology Personalization 52

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Personalized digital journey 4. Optimizing your online presence 2.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

Upstream Works

JANUARY 25, 2022

For contact centers, digital transformation has surpassed buzzword status. Changing customer expectations, operational efficiencies, and the need for actionable data to inform decision-making have put transformation at the forefront. CX excellence requires an agile approach to digital change.

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

Beyond Philosophy

JULY 4, 2016

Discussion of the myriad and varied ramifications of Digital Transformation is, seemingly, everywhere (and unavoidable). I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s.

Banking 225

Banking Customer centricity Big data Finance 225

3CLogic

FEBRUARY 28, 2024

Lately, artificial intelligence (AI) is at the core of any customer-centric digital transformation. Strategies not centering around AI and automation are quickly neglected by executive leaders. In other words, two-thirds of an agent's time is spent on call notes and summarizations, instead of helping the next customer.

Contact Center 59

Contact Center Average Handle Time APIs Customer centricity 59

3CLogic

FEBRUARY 7, 2024

In today’s digital world, your competitors are no more than a click away, drastically increasing the importance of delivering personalized customer experiences (CX) on the first go. The agent, in turn, is taking notes in one system, managing the conversation in a second, and resolving the issue in a third. You’re far from alone!

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Vistio

SEPTEMBER 30, 2021

Customer experience professionals have the tough job of keeping up with new technologies, developing strategies and processes for optimal agent performance, along with keeping up with the latest trends in the industry. Follow Ian on LinkedIn to stay up-to-date on the latest trends in ever-changing technology, strategy, and trends.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Consulting Consulting 98

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. Geared towards smaller-scale operations with fewer agents and lower call volumes.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

3CLogic

JANUARY 24, 2024

Are they met by long wait times and low-performing agents? As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Comm100

SEPTEMBER 22, 2021

As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation.

Customer Service 61

Customer Service Best practices Feedback Technology 61

bold360 Blog

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. .

Customer Support 98

Customer Support Self service Wait times Engineering 98

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

Contact Center 78

Contact Center contact center solutions Technology CRM 78

Aspect

OCTOBER 25, 2017

Your call center may be getting by on management alone today, but in order to stay competitive long-term, you have to execute your vision for a better customer experience with a digital transformation. In 2000, Netflix CEO Reed Hastings approached Blockbuster (who?) Today, Netflix is worth more than $60 Billion. Actionable Reporting.

Contact Center 162

Contact Center Cloud contact Call Center Interactive Voice Response 162

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. Increased Reliance on the Digital Experience. Front Line Specialists Define CX.

Contact Center 116

Contact Center Government Self service CRM 116

Upstream Works

JANUARY 12, 2022

Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers. Here are four signs your contact center is ready for digital transformation. Is It Time For Digital Transformation?

Contact Center 78

Contact Center contact center solutions Self service Analytics 78

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Defining the strategy upfront and understanding the considerations and challenges will help ensure successful implementation of automated AI in quality management. Artificial intelligence (AI) has permeated many aspects of our work and personal lives.

Quality management 75

Quality management Contact Center Management Best practices 75