Aspect

JANUARY 21, 2019

So, it’s not surprising that contact center employees, like the rest of the human race, would like to be able to make their lives easier. Unfortunately, the contact center environment has a few more limitations. And happy employees are vital to an effective contact center.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Toister Performance Solutions

DECEMBER 26, 2017

Someone at Salesforce just thinks I am because the company profiled me in it's 2014 ebook, Secrets of the Most Productive Salespeople. The only reason I'm in there is I was blogging for Salesforce at the time and responded to a vague request from an editor to take a productivity survey.

Coaching 61

Coaching Surveys Sales Contact Center 61

inmoment

JUNE 1, 2020

Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” For Actionable Insights, Move from Past-Tense to Forward-Thinking Survey Questions. One of the quickest ways to do this is by asking survey questions in present and future tense. .

Customer Experience 69

Customer Experience Analytics Surveys Feedback 69

Toister Performance Solutions

JUNE 20, 2017

The go-to move is to hire a consulting firm to conduct a one-time survey, form a committee to analyze the results, and then do nothing. I worked with the company in 2014 and its leaders have been building Clio's culture ever since. Three years later , Clio won the 2017 award for Best Contact Center Culture from ICMI.

Advertising 48

Advertising Employee engagement Consulting Consulting 48

Vonage

JULY 27, 2015

Plus, using NewVoiceMedia’s post-call surveys, Truphone can monitor performance and ensure it consistently delivers outstanding service. How CFOs plan to deliver on 2014 expectations [Infographic]. The post Top six call centre challenges facing the technology sector appeared first on Blog | NewVoiceMedia.

Technology 125

Technology outsourcing Enterprise Sales 125

Eptica

MARCH 4, 2016

Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered. This year saw a major growth in those advertising chat (44%), even if just 16% had it available when surveyed. Share this page on: Tweet.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Avaya

OCTOBER 21, 2016

Businesses can even expand the solution into a simple and robust multi-channel call center. With IP Office Contact Center or Avaya Contact Center Select , companies can integrate voice, e-mail, and web chat channels, and proactively manage the entire customer interaction lifecycle.

Best practices 59

Best practices Contact Center Enterprise Call Center 59

Avaya

MAY 18, 2017

Recent surveys show: 56% of physicians believe mobility could help expedite decision making. 40% of those surveyed said they could eliminate 11%-30% of office visits through mobile health technologies such as remote monitoring, email or text messaging. 5% of reported hacks in 2014 were in healthcare.

Healthcare 52

Healthcare Technology Government Surveys 52

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Temkin Group was acquired by Qualtrics in October 2018.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Eptica

DECEMBER 11, 2015

By contrast American shoppers are aiming to spend £250 ($382) according to the survey. In this previous blog we discussed the key trends in the United States. In 2014 7% said they found it impossible or extremely difficult to find information on retailers’ websites – yet in 2015 this had trebled to 21%.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

Avaya

SEPTEMBER 1, 2016

According to an ongoing independent survey commissioned by Avaya and conducted by Walker, a customer intelligence consulting firm: In FY16, 85% of Avaya customers agree that Avaya has an overall excellent reputation from company to portfolio. This percentage has increased since 2014. Avaya is #1 Contact Center/ACD worldwide with 34.4%

Interactive Voice Response 44

Interactive Voice Response Enterprise Contact Center Marketing 44

Tenfold - Contact Center Blog

JUNE 22, 2018

As early as 2014, a Forrester survey already established omnichannel banking as one of the top five concerns of finance professionals for business app transformation. Put another way, it means letting customers move from one touchpoint to another without feeling a disruption or disconnection.

Finance 64

Finance Banking Technology Chatbots 64

Comm100

JANUARY 14, 2016

According to a CellCentreHelper.com report , only 3% of companies used social media to communicate with customers as of May 2014. Since 2014, though, companies have made significant increases in resources they allocate to communicating with consumers on social media. Download Now.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Brad Cleveland Blog

FEBRUARY 10, 2015

Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations? Yes: 22% No: 78% Corporate Perception (2014 Corporate): Do you feel that your customer care organization generally meets the needs and expectations …

Customer Care 21

Customer Care Customer Service Surveys Contact Center 21

Brad Cleveland Blog

MAY 4, 2015

According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how we interact with our customers.

Customer Experience 20

Customer Experience Surveys Contact Center Call Center 20

Brad Cleveland Blog

MAY 4, 2015

According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how we interact with our customers.

Customer Experience 20

Customer Experience Surveys Contact Center Call Center 20

Brad Cleveland Blog

FEBRUARY 10, 2015

Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations? Yes: 22% No: 78% Corporate Perception (2014 Corporate): Do you feel that your customer care organization generally meets the needs and expectations …

Customer Care 20

Customer Care Customer Service Surveys Contact Center 20

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Although Comm100 is primarily a customer service software, it also acts as a sales solution, helping contact centers convert leads and upsell products in real time, just as a salesperson might do in a brick-and-mortar store.

CRM 41

CRM Enterprise SaaS Marketing 41