VocalCom

JUNE 18, 2020

Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019. The post Cloud, the ‘New Normal’ for business continuity and performance appeared first on Vocalcom Blog.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Livepro

JULY 17, 2018

The team also accredited with; AusContact, Victorian Contact Centre of the Year 2012, 13 & 16. In many of his roles, Paul’s primary focus has been to substantially improve business revenue and profits through a passion of providing improved customer service through ‘real’ innovation. Lyn Trewenack – Director at BBB Advisory.

Transportation 40

Transportation Government Multichannel Consulting 40

CSM Magazine

DECEMBER 8, 2015

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Multichannel 40

Multichannel Surveys CRM Consulting 40

Sykes

MARCH 18, 2019

The acquisition of Alpine Access in 2012 also differentiated SYKES with an established, reliable and secure home-based service option that allows for rapid scalability and flexibility. Just recently, HFS Research ranked SYKES #1 for vision and go-to-market strategy in their Front Office Customer Engagement Operations Top 10 report.

Technical Support 16

Technical Support Enterprise outsourcing Business Process Outsourcing 16

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

Eptica

NOVEMBER 1, 2017

But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Your customers will expect nothing less. Click here to register for the webinar.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

VocalCom

JUNE 16, 2020

Vocalcom has been deploying Cloud Contact Center solutions since 2012, enabling organizations with the latest innovations to improve agents’ productivity and customer experience. The post « The COVID-19 pandemic has put to the fore the importance of the contact center », Carlo Costanzia appeared first on Vocalcom Blog.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

Fonolo

MARCH 13, 2019

Text-based communication plays a growing role in customer service. Read more here: “ Apple’s Business Chat Has a Golden Moment to Dominate Customer Service ”. It’s true that overall global SMS volume is declining (it peaked in 2012). There are several big questions around how it will evolve. Google and RCS.

Personalization 57

Personalization Metrics Customer Experience Customer Service 57

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. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64