NICE inContact

OCTOBER 21, 2019

It’s all part of a robust customer experience , a central focus for a company that’s grown over the years by not only listening to but delighting its customers. When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly.

Abandon rate 48

Abandon rate Cloud contact Contact Center Management 48

Fonolo

FEBRUARY 14, 2019

In a 2011 Study from the University of Maryland, researchers found that burned-out CSRs were much more likely to retaliate against customers in subversive ways. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! Social Media as a Contact Center Touchpoint.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Talkdesk

AUGUST 25, 2020

I remember, in those early years, sitting across the table from a contact center manager, giving her a hundred reasons why she needed to use Talkdesk. Our willingness to listen to our customers and help them transform their businesses has become one of Talkdesk’s greatest differentiators. .

contact center solutions 69

contact center solutions Contact Center Customer Experience Management 69

Spearline

SEPTEMBER 26, 2019

In 2011, I returned to India and started working for a manufacturing unit based in Hyderabad as a General Manager (Covering nearly all departments) until 2014. How has the contact centre industry changed in the past 5 years? The contact center industry is a fast paced and growing part of each and every business these days.

Contact Center 69

Contact Center contact center solutions Engineering Education 69

COPC

NOVEMBER 19, 2021

has been the industry leader in driving performance improvement in customer experience (CX) operations, vendor management organizations and contact centers worldwide. Increase customer satisfaction . Joe has been the Chief Operating Officer of Plus since August 2011. For the past 25 years, COPC Inc.

Finance 52

Finance Best practices Consulting Consulting 52

NICE inContact

JUNE 20, 2018

But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up. Once Hoveround made the move to NICE inContact CXone cloud contact center platform, however, things really took off.

Customer Service 66

Customer Service Interactive Voice Response APIs Contact Center 66

TASKE Technology

JUNE 9, 2011

It would be easy to conclude that voice communication alone no longer offers the best service to customers. However, “ The US Contact Center Decision-Makers’ Guide ” reports that voice (via telephone communication with an agent) remains the channel of choice at 71.6 So what does all the recent change mean to your contact center?

Transportation 40

Transportation Telecommunications Contact Center Call Center 40

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. This post was published in 2011 and updates in 2018.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

pindrop

JANUARY 8, 2021

Pindrop has made the list as the only contact center security provider – none of our competitors made the list. . Contact Center Security The Pindrop Way – How Pindrop® Protects. Helping to optimize contact center workforces, increase capacity for calls, and improve IVR containment rates.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

NICE inContact

NOVEMBER 27, 2018

But as the company struggled with a decades-old, on-premise system, it was becoming increasingly difficult to provide customers the quality of support they needed—and expected. An acquisition in 2011 proved to be especially fortuitous for SumTotal. SumTotal has never looked back.

Customer Support 48

Customer Support APIs Interactive Voice Response Contact Center 48

Noble Systems

MAY 11, 2021

Many think that speech recognition began with the advent of Siri from Apple in 2011. For contact centers, ASR is often the first point of interaction between a brand and its customers, and is fundamental to gaining consumer insights through conversation analytics. it can also raise the level of customer experience.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

teleopti

DECEMBER 13, 2018

Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of. Today’s customer service operations are much more complicated.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Fonolo

OCTOBER 10, 2017

Our goal is to see every call center offer call-backs, so that no one has to wait on hold ever again. The annual “Contact Center Decision Maker’s Guide” from ContactBabel is one of the best sources of data about the industry. Since 2011, the report has included questions about virtual queuing / call-backs.

Surveys 64

Surveys Call Center Average Handle Time Contact Center 64

Playvox

SEPTEMBER 1, 2021

Generation Alpha is defined as those born since 2011. They have had an almost constantly customized experience and will expect this kind of personalization when interacting with customer service agents. Some IoT devices can even raise a ticket with the contact center. Every day, more than 2.5

Customer Service 68

Customer Service Virtual Agent Healthcare Education 68

Customer Interactions

JULY 7, 2015

We congratulate David Payne, Assistant VP, Contact Center at The Standard, a provider of employee benefits, retirement plans and insurance,for winning 1to1 Magazine’s 2011 Customer Champion Award. We sat down with David to ask him about what being a Customer Champion means to him.

Contact Center 28

Contact Center Customer Experience 28

RichCall

MAY 7, 2018

Using video chat to improve customer experience. “Video chat provides customers with a richer sense of presence, personalized experience by helped coordination of communication and the support of emotional expression, and the real-time sharing of content,” said Brian Manusama, research director at Gartner.

Contact Center 45

Contact Center Personalization Technology Customer Support 45

Verint

APRIL 13, 2016

It was in 2011 that the back office first came to our attention at Saddletree Research as a potentially disruptive force in the global contact center industry. had the front office contact center and the back office contact center reporting to the same internal organization.

Management 23

Management Enterprise Contact Center Call Center 23

Eptica

MARCH 18, 2016

Essentially shoppers want a seamless, easy to use experience that values their time and is personalized to their needs. These factors increase the focus on the customer experience as the key point of differentiation for retailers. Share this page on: Tweet.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Fonolo

DECEMBER 2, 2015

In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). Provide a seamless customer experience. Reward customers for their feedback. Updated June 2020.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Babelforce

MARCH 16, 2023

‘Software is eating the world’, wrote Mark Andreessen in the Wall Street journal in 2011. IT and development teams have their hands full Citizen developers can meet some needs better than IT staff Low or no-code platforms can turn anyone into a developer How can citizen developers liberate the contact center?

Contact Center 52

Contact Center Call flow Abandon rate Call Center 52

Natalie Petouhof

SEPTEMBER 1, 2016

While it’s not always a positive experience, brands need to hear opinions expressed online to enable them to create the necessary corrections, drive strategy, and improve operations for making great customer experiences. If you want more help on these types of calculations, we are here to help !

Airlines 45

Airlines Customer Service Customer Care Metrics 45

Enghouse Interactive

NOVEMBER 29, 2019

As customers become more accustomed to digital technologies, artificial intelligence and advanced automation will gain importance in customer journeys. As early as 2011, Gartner was stating that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.

Self service 40

Self service Enterprise Chatbots Customer retention 40

Enghouse Interactive

JULY 2, 2018

In the following blog we will highlight how call recording can be integrated into your contact centre to help deliver an exceptional customer experience. Use as part of an integrated approach to deliver a joined-up customer service strategy.

Chatbots 40

Chatbots Analytics Self service Quality management 40

Taylor Reach Group

APRIL 9, 2018

It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Originally Published in Customer Reach Volume 2 Issue 5 – This article was originally published in 2006, updated in 2011 and again in 2018.

Contact Center 88

Contact Center Consulting Consulting Management 88

Enghouse Interactive

NOVEMBER 23, 2018

As early as 2011, analyst, Gartner was predicting that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. But as they implement chatbots and other types of AI, there are a range of pitfalls businesses need to watch out for.

Chatbots 40

Chatbots Self service Enterprise Coaching 40

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. of companies. omnichannel.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Babelforce

SEPTEMBER 5, 2023

With budgets getting tighter and operating costs getting higher, contact centers need to get the most out of every investment they make. Salesforce is leading the way in creating powerful Customer Relationship Management (CRM) tools. Designed specifically for contact center needs. Optimized user experience.

CRM 52

CRM Contact Center Call Logging Technology 52

ClearAction

DECEMBER 31, 2017

What is Customer Experience Improvement? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. It’s all about longer, more profitable relationships between your company and your customers. Lynn Hunsaker.

Customer Experience 54

Customer Experience Morale Accountability Surveys 54

NobelBiz

JUNE 26, 2023

A reliable infrastructure enables scalability and flexibility, allowing call centers to adapt to changing business needs and customer demands. With that in mind, let’s take a closer look at the challenges of maintaining and upgrading call center infrastructure.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

Callminer

SEPTEMBER 5, 2017

She has a command to write on call center software and new technologies used in contact centers. Jack Barmby, 25, is Founder & CEO of Gnatta , a market leading customer technology platform. Jack is also Founder & CEO of FM Outsource, an award-winning digital customer service outsourcing solution.

Call Center 140

Call Center call center software outsourcing Coaching 140

Talkdesk

JUNE 24, 2016

In fact, our product was created at a Twilio hackathon in 2011. Our founders entered the contest from their home country of Portugal and subsequently found themselves on a plane to the United States, winning a MacBook Air and embarking on the journey to becoming the leading cloud-based contact center software in the world.

Call flow 51

Call flow Contact center software Engineering APIs 51

CX Global Media

JULY 10, 2019

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. If fact, most often technology has accelerated poor performance in these instances.

Contact Center 120

Contact Center Morale Coaching Analytics 120

SmartKarrot

FEBRUARY 7, 2022

Valued Customer Example: Cape Gemini, HEC Paris, Dior. About: Another successful SaaS company serving thousands of happy clients since founded in 2011. About: AirCall is yet another example of a successful SaaS Company serving customers since 2014. Founder/CEO: Nick Hernandez.

SaaS 10

SaaS Real estate B2B Enterprise 10