From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights

Clarabridge

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Matt Esterman, Director of eCommerce Operations at LoanbyPhone talked about the value of training call center agents to make every customer experience better, even when they’re initially frustrated or angry.

Using Plain Language & Personalization in the Contact Center for Better CX

NICE inContact

It’s plain and simple, using plain language in customer interactions is good business for your contact center. This all leads to cost savings in your contact center. The lack of clear communication in the contact center can result in significant costs to a business over time. Conversely, contact centers can establish themselves as cost savers vs. cost sources by employing plain language tactics.

New Customer Payment Options Take the Headache out of PCI Dss Compliance for Contact Centers

CSM Magazine

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus , discusses how call centers can navigate the options to ensure both PCI DSS compliance and the best possible customer experience. The view from the contact center.

Proactively prepare your contact center for Black Friday.

Spearline

With the built-up excitement for Black Friday about to be unleashed at the end of the week across all retail stores and websites, it’s another sector that can easily get affected and should be prepared for the increase in traffic: Contact Centers.

Happy Employees Happy Customers: How to Stop Preaching About Building a People-First Culture in your Contact Center and Start Doing Something About it

SharpenCX

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Yet, 74% of contact center agents are still at risk for burnout. Think about the goals you need to accomplish in your contact center, first.

Happy Employees Happy Customers: How to Stop Preaching About Building a People-First Culture in your Contact Center and Start Doing Something About it

SharpenCX

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Yet, 74% of contact center agents are still at risk for burnout. Think about the goals you need to accomplish in your contact center, first.

Perseverance Through Rapid Change: EPIC Connections Celebrates 15 Years of Success as a Mainstay in Contact Center Consulting

EPIC Connections

The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers. Our first real employee was hired in 2006, and our longest running client engaged us in 2008.

MiFID II: What Do You Need to Know?

Avaya

An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. million for their inaccuracies between 2006 and 2008. Customer Engagement Avaya Contact Center Contact Centers Customer Experience Customer Experience Management Customer Service

A Closer Look at MiFID II Recording Requirements

Avaya

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis.

The National Association of Call Centers Wants You

Verint

The not-for-profit National Association of Call Centers (NACC) is gathering the data needed for continued contact center research in 2016. Although Saddletree Research is my primary business, I have worked under contract as research director for the NACC since 2008.

SimpleBills makes their customer service experience complete with Talkdesk

Talkdesk

Founded in 2008, SimpleBills got its start when two college roommates saw the need for a utility bill-splitting service. Call CenterI used to live with roommates throughout most of college.

Customer Service Fast Facts

TMP Direct

Loss of customer loyalty: “Contact centers leave 18% of customers with unresolved issues. Contact Center Satisfaction Index for 2008, published by the CFI Group] “We spend up to 10% more for the same product with better service.” Customer Service Fast Facts.

Why focusing on CX is key at times of change

Eptica

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China

Show and Sell: 3 Ways Customer Service can be Used as an Effective Marketing Tool

Fonolo

The Guest Education Centre is a call center that focuses on “product education” rather than sales. The mega-brand hit $1 billion in annual sales in 2008 and was sold to Amazon for $940 million in 2009. The Contact Center Guide to Managing Spikes in Call Volume.

TaskRabbit Scales Internationally With Help From Talkdesk

Talkdesk

TaskRabbit, founded in 2008, allows consumers to find immediate help with everyday tasks, including cleaning, moving, delivery and handyman work. . They have contact centers in San Francisco, Austin, New York and London, and they plan to grow even more over the next few years. I’m in the middle of moving right now. It’s the 18th move I’ve made in my life.

Delivering what US consumers want

Eptica

First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior. Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016.