SmartAction

DECEMBER 15, 2021

It dropped to 63% until it normalized around 2013. By providing customers with always-on voice bots that give them the ability to self-service and offload tons of repetitive interactions, call centers are improving the customer experience and enhancing the work balance for retained live agents. It’s a solved problem.

Contact Center 78

Contact Center Virtual Agent Agent burnout Self service 78

Taylor Reach Group

APRIL 9, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). In my contact centers, I’ve also offered a graffiti-style feedback system that I’ve written about before ( Taylor Reach Blog ).

Consulting 173

Consulting Consulting Contact Center Surveys 173

Nicereply

MARCH 14, 2023

Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Customer Contact Environment By Brad Cleveland Published: 1997 Length: 440 Packed with data, Call Center Management on Fast Forward is geared towards workforce managers. As a support manager , you’ve probably heard this many times. Happy reading!

Management 98

Management Call Center Metrics Entertainment 98

Taylor Reach Group

MAY 1, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). We looked at how you can improve it by listening to your employees and acting on their suggestions ( TRG Blog March 2020 ).

Consulting 140

Consulting Consulting Surveys Feedback 140

Certified Languages International

NOVEMBER 10, 2020

Primary industries served: Healthcare, government, 911 call centers, insurance, legal, refugee agencies. Related: Which Is Better for Healthcare: Video or Phone Interpreters? Established: 1995. Established: 2011. Language services offered: Video and telephone interpretation, on-site interpretation, translation.

Healthcare 52

Healthcare Government Enterprise Banking 52

Aspect

JUNE 16, 2017

That’s pretty darn good when you consider that human beings have a manual transcription error rate of about 3%, and only one year ago, Google’s error rate was about 8.5% (down from the 23% word error rate in 2013). Voice recognition technology is closing in on what a human quality analyst understands while evaluating a call.

Analytics 97

Analytics Contact Center contact center workforce Technology 97

Avaya

SEPTEMBER 19, 2016

911 call center networks capable of receiving the information. The law is named in honor of Kari Hunt, who was killed by her estranged husband in late 2013 at a motel in Northeast Texas. At the same time, the majority of the emergency call centers today have a serious problem with grade of service.

Wireless 76

Wireless Transportation Call Center Government 76

CX Journey

MAY 20, 2015

Image courtesy of Pierre Metivier I originally wrote today's post for Confirmit in May 2013. employee feedback about their own experience or about the customer experience, call center interactions, account manager conversations, blogs, tweets, shares, online reviews, medical records, books, and more.

Analytics 64

Analytics Surveys Call Center Feedback 64

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. The post It Turns Out, Customers LIKE Email appeared first on NICE inContact Blog. Apple Chat or WhatsApp). And yet, it turns out customers like.

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

NICE inContact

OCTOBER 10, 2018

CES – The Customer Effort Score was introduced by the CEB (now Gartner) in 2013. You can find a wealth of information from blogs (like this one) and contact center-related websites. Tune in and begin transforming your contact center today. 3) What are those community CX resources you recommend?

Contact Center 48

Contact Center Metrics SaaS Customer effort 48

NICE inContact

JANUARY 24, 2018

If one was to choose a subject that emerged as a unifying theme across the contact center market in 2017, it was artificial intelligence (AI). IBM Watson, first brought to attention when it played Jeopardy against human champions, announced the Watson API in 2013 to allow other software developers to use Watson AI. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

airespring

APRIL 11, 2016

Here’s a scary statistic : in 2013, 51% of consumers switched service providers due to poor customer service experiences. One in every two customers calling into your customer service department could take their business elsewhere at the end of that phone call. Think about what that means. There is no reason to let customers go.

Coaching 48

Coaching Contact Center Call Center Customer Service 48

LiveChat

JANUARY 20, 2017

They began to fill large rooms with call center agents who spent their time answering incoming calls and helping their customers. The 80s introduced toll-free numbers, and during the 90s, call centers become essential for customer service. In 2013, American Express Service conducted a survey with 1620 consumers.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

Vonage

OCTOBER 22, 2015

With more consumers turning to channels such as Facebook to complain about poor customer service, social media is a technology that has caused contact centers a great deal of concern. The post Seven technologies to improve customer service in SMBs appeared first on Blog | NewVoiceMedia. The two sides of customer service training.

Technology 113

Technology Customer Service Gamification Wireless 113

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. He pitched his idea for a video doorbell, called Ring, and investors promptly rejected him. The post 6 Key Factors to Improve Customer Retention appeared first on Aircall Blog. Aircall’s Top Features.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Brad Cleveland Blog

OCTOBER 8, 2015

Source: Zendesk, 2013) Only 26% of companies offer self-service … Continue reading → The post Helping Customers Serve Themselves appeared first on Brad Cleveland. Are we doing enough to enable customer self-service?

Self service 26

Self service Contact Center Call Center Customer Experience 26

Brad Cleveland Blog

OCTOBER 8, 2015

Source: Zendesk, 2013) Only 26% of companies offer self-service tools for consumers via their mobile application. Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52% find the information they are searching for. Forrester, 2015).

Self service 20

Self service Contact Center Call Center Customer Experience 20

Brad Cleveland Blog

OCTOBER 8, 2015

Source: Zendesk, 2013) Only 26% of companies offer self-service tools for consumers via their mobile application. Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52% find the information they are searching for. Forrester, 2015).

Self service 20

Self service Contact Center Call Center Customer Experience 20

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. v] “Tyler Seguin’s Account Tweets ‘Only Steers and Queers in Texas’; New Stars Center Says He Was Hacked”, SportsDay, July 2013, [link].

Airlines 45

Airlines Customer Service Customer Care Metrics 45

Brad Cleveland Blog

MAY 19, 2015

In January 2013, the smartphone adoption rates for these groups were 73.5% As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). and 72.2%, respectively.

Contact Center 20

Contact Center Call Center Customer Service 20

Brad Cleveland Blog

MAY 19, 2015

In January 2013, the smartphone adoption rates for these groups were 73.5% As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). and 72.2%, respectively.

Contact Center 20

Contact Center Call Center Customer Service 20

Aspect

OCTOBER 25, 2017

When a former Blockbuster executive was asked by Variety in 2013 to explain the decision not to buy Netflix he said, “Management and vision are two separate things…” This quote can apply to many different industries, but it is particularly appropriate for the call center. No worries, we’ve got you covered!

Contact Center 162

Contact Center Cloud contact Call Center Interactive Voice Response 162

Brad Cleveland Blog

OCTOBER 1, 2014

Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study: “When 1,620 consumers were tested under laboratory conditions, 63% said they felt their heart rate increase when they thought about receiving great customer service.

Customer Service 20

Customer Service Contact Center Call Center Customer Experience 20

Brad Cleveland Blog

OCTOBER 1, 2014

Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study: “When 1,620 consumers were tested under laboratory conditions, 63% said they felt their heart rate increase when they thought about receiving great customer service.

Customer Service 20

Customer Service Contact Center Call Center Customer Experience 20

Brad Cleveland Blog

AUGUST 7, 2014

In it, authors Tony Schwartz and Christine Porath provide this snapshot: “Just 30 percent of employees in America feel engaged at work, according to a 2013 report by Gallup. A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project.

Contact Center 20

Contact Center Call Center 20

Brad Cleveland Blog

AUGUST 7, 2014

In it, authors Tony Schwartz and Christine Porath provide this snapshot: “Just 30 percent of employees in America feel engaged at work, according to a 2013 report by Gallup. A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project.

Contact Center 20

Contact Center Call Center 20

Brad Cleveland Blog

MAY 19, 2014

2% of organizations, as of 2013, had adequate technologies and processes in place to provide a consistent customer experience across … A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future.

Customer Support 20

Customer Support Technology Multi-channel support Customer Experience 20

Brad Cleveland Blog

MAY 19, 2014

2% of organizations, as of 2013, had adequate technologies and processes in place to provide a consistent customer experience across … A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future.

Customer Support 20

Customer Support Technology Multi-channel support Customer Experience 20

aircall

SEPTEMBER 12, 2016

Statistics on the use of click to call. To have a clear image of the importance of click to call in the business world, we will consider some of the figures collected on the same. In the year 2013, Google commissioned Ipsos to carry out a study on their click-to-call buttons. Sales representatives.

Customer Experience 48

Customer Experience Inbound sales voip Sales 48

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. The post It Turns Out, Customers LIKE Email appeared first on NICE inContact Blog. Apple Chat or WhatsApp). And yet, it turns out customers like.

contact center solutions 15

contact center solutions Contact Center Morale Benchmark 15

Fonolo

SEPTEMBER 27, 2018

Big news in the call center world broke last week: NewVoiceMedia (NVM) was acquired by Vonage for $350M. Well, the obvious take-away is that cloud-based call centers continue to be a hot space and a great way to build value for investors. Call Center 101: The Golden Rules of SLAs. What does it mean?

Call Center 76

Call Center voip CRM industry standards 76

Fonolo

AUGUST 4, 2020

In 2013, a report by Walker indicated that customer experience will overtake product and price as the key differentiators for brands by 2020. How to Eliminate Hold Time in Your Call Center. The Executive Guide to Improving 6 Call Center Metrics. 7 Things Great Call Center Managers Do Every Day.

Advertising 120

Advertising Call Center Airlines Metrics 120

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

aircall

JUNE 28, 2022

What got us excited as product mock-ups matured is that there was a “perfect storm” opportunity: Existing phone system offerings were old, commodity hardware–oriented, and if you wanted an international system, productivity, and collaboration, you had to go for complex call center software that needed months of implementation.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

ViiBE Blog

DECEMBER 21, 2020

Augmented remote assistance connects a call center agent directly to a customer, skipping the need for a dispatch. Traditionally call center agents have used audio to interact with customers, however, with this cumbersome approach, agents are unable to provide the full scope of service needed to manage more complicated tasks.

Best practices 98

Best practices Metrics Average Handle Time Technology 98

Vonage

DECEMBER 8, 2016

A figure which has increased by more than $20 billion since 2013. By effectively tracking customer interactions, as described above, you can make your contact center more efficient – and this, in turn, will allow your agents to answer calls more quickly. Train call center agents to solve problems.

Contact Center 48

Contact Center Call Center Surveys Customer retention 48

Noble Systems

MARCH 11, 2019

And how can they be sure that the cloud contact center will accomplish what they set out to do? This blog will look at the top advantages of moving customer experience solutions to the cloud. According to a recent Aberdeen trends analysis, the adoption of cloud technologies rose each year between 2013 and 2018.

Customer Experience 69

Customer Experience Cloud contact Contact Center Gamification 69