Fonolo

AUGUST 18, 2022

Today’s customer craves the swift and easy—and this rings 1000 times truer for call center customers. Your customer service should be accessible to everyone. But contact center accessibility doesn’t just help people with disabilities—it helps every customer. Customer and Company Alignment.

Interactive Voice Response 87

Interactive Voice Response Contact Center Call Center Wait times 87

Contact Center Pipeline

AUGUST 25, 2015

A key consideration for your social customer service team is determining whether they will respond only to certain types of posts or comments—or everything. In Pipeline’s 2013 Multichannel Metrics Survey, we asked contact centers for the criteria that they use to determine when to respond and when not to.

Multichannel 100

Multichannel Customer Service Contact Center Metrics 100

CSM Magazine

JULY 28, 2015

Until 2015, Business Process Outsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer call centers) to more cost-efficient partners and markets to reduce spend. In 2015, BPO needs to move beyond managing call center bodies. This is no easy task.

Call Center 45

Call Center Customer Service Call flow Abandon rate 45

CSM Magazine

JUNE 29, 2020

Efficiency – it’s the concept all customer service managers must live by, whether we care to admit it or not. Whether your business measures efficiency in transactions per hour, calls per minute or subscriptions per month, encouraging staff to do more is a constant challenge. Customer service staff need to be given goals.

Morale 52

Morale Customer Service Feedback Call Center 52

Vonage

SEPTEMBER 25, 2015

By Sarah Metcalfe, Head of Customer Service at SureFlap. As the leading provider of intelligent pet products, customer service has been a major focus for us since day one. We knew that creating a great product means nothing unless you back it up with amazing customer service.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Meet Our Panel of Call Center Experts: Nenad Cuk.

call center software 210

call center software Call Center Contact Center Analytics 210

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Certified Languages International

OCTOBER 10, 2023

10, 2023) — Certified Languages International (CLI), a leader in the remote interpretation and language services industry, announces the rollout of MERFi , a proprietary video remote interpreting (VRI) platform, effectively migrating its existing clientele from a third-party VRI service in use since 2013. And in the U.S.,

call center solutions 52

call center solutions Banking Education Call Center 52

Beyond Philosophy

JUNE 12, 2015

The American Customer Satisfaction Index (ACSI) uses an overall U.S. Customer satisfaction score as an indicator of the health of the economy. Most organizations focus on transactional details of the Experience, for example, hold times at the call center. 5 Reasons Your KPIs Are Hurting Your Customer Experience.

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Customer Contact East: a Frost and Sullivan Executive Exchange April 8 – 11, Marco Island, FL. You’ll leave with answered to your top questions.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 113

Technology Customer Service Gamification Wireless 113

Call Experts

SEPTEMBER 8, 2023

For call centers specifically serving the healthcare industry, compliance with HIPAA regulations isn’t just a legal requirement but a crucial aspect of providing top-notch customer service. Legal Obligation Call centers handling medical calls must adhere to HIPAA regulations.

Answering services 52

Answering services Healthcare Call Center Education 52

Fonolo

SEPTEMBER 17, 2019

For me, the soul of pre-21st Century customer service can be captured in three poignant words: “Are you free?”. These immortal customer service dew-drops I heard echoed many times via the television set on the Saturday nights of my youth when PBS would play Are You Being Served? as part of its BBC comedy lineup.

Customer Service 52

Customer Service Call Center Technology Customer Support 52

Nicereply

MARCH 14, 2023

The reality of the situation is that you have to build a culture of customer success inside your organization because to be successful, you have to teach your peers how to utilize it.” But it’s really a great read for every support manager, as it provides crucial details about how the business of customer support works to be successful.

Management 98

Management Call Center Metrics Entertainment 98

SmartAction

DECEMBER 15, 2021

It dropped to 63% until it normalized around 2013. A live agent deals with anything handled outside of self-service. Those customer service reps have an assistant within the virtual agent. AI takes the brunt of the repetitive nature that contributes to customer service agent burnout.

Contact Center 76

Contact Center Virtual Agent Agent burnout Self service 76

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. They are an effective, low-cost solution for customer support.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

LiveChat

JANUARY 20, 2017

In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like. A quick history of customer service. Before we get to the future of customer service, let’s see how it looked in the past. It’s the era of omnichannel customer service.

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

Comm100

AUGUST 24, 2016

The problem might be with the quality of your product/service. But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated.

Customer Service 54

Customer Service Customer Care Scripts Sales 54

CX Global Media

JULY 12, 2019

About Michael Replogle : International Executive Vice President who has successfully driven call center performance and productivity for more than 32 years in such companies as JP Morgan Chase, USAA, Regus, Direct Energy, and 1800Flowers.com. Shawna Fuller Director of Customer Service/Corporate Sales, GiftTree.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 42

Customer Service Advertising Call Center Scripts 42

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%). The most compelling part of the study is why customer problems had increased. Decrease call center hold-times.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

Talkdesk

AUGUST 8, 2019

Founded in 2013, Lineten brings together the best delivery companies and POS integrations shaping the future of the e-commerce industry. They believe that e-commerce companies should deliver the best value to their customers, instead of investing too many resources outside the companies’ unique selling proposition.

Wait times 46

Wait times call center solutions Contact Center Enterprise 46

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center. Think about it.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

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 ). There are several low-cost methods of gathering feedback from your customers. Not at all.

Consulting 140

Consulting Consulting Surveys Feedback 140

Fonolo

FEBRUARY 7, 2018

Spoken built a cloud version of Avaya’s Aura Elite call center technology, so the short term motive here is immediately obvious: to quash the nagging criticism that Avaya has no cloud strategy. When I heard about this deal, the historic parallel that jumped out at me was the Genesys-EchoPass deal of 2013.

Abandon rate 65

Abandon rate Call Center Engineering Technology 65

Taylor Reach Group

APRIL 9, 2020

What’s the cost to your organization if nearly three quarters of your customers go elsewhere? 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 ). You can do the math easily for yourself.

Consulting 173

Consulting Consulting Contact Center Surveys 173

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 might abandon a company just because they had a bad experience with customer service. Escalation in the Contact Center.

Coaching 48

Coaching Contact Center Call Center Customer Service 48

Contact Center Geek

JANUARY 14, 2016

A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read. The evolution in measuring service? I loved it.

Contact Center 48

Contact Center Management Call Center contact center associations 48

CSM Magazine

DECEMBER 11, 2015

A new Xerox report, ‘The State of Customer Service 2015’ reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons. Sharp fall in ‘passive’ customers. About the Study.

Customer Care 40

Customer Care Surveys Call Center Technology 40

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. 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. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. They are an effective, low-cost solution for customer support.

Chatbots 52

Chatbots Feedback Surveys Sales 52

CCNG

OCTOBER 19, 2022

(Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Oracle, 2011) Customers who had a very good experience are 3.5x Temkin, 2018).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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. And yet, it turns out customers like. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp).

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

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. Many look to the company for ways to improve customer retention. IT Services: 81%.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Video Support: Video is making its way to the call center; thanks to the amount and detail of information it provides customers.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

NobelBiz

OCTOBER 30, 2020

Call center customer service has a strong bearing on customer satisfaction and your business as a whole. So, improving call center customer service becomes necessary in order to make your business stand out. Give your customer a real persona by building a character for your customer.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52