Vonage

AUGUST 15, 2016

Altimeter Group’s Brian Solis cited a survey in which 88 percent of all businesses believe they deliver great customer service, yet only 8 percent of their customers agree. Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes.

Self service 69

Self service Contact Center Surveys Sales 69

3CLogic

APRIL 9, 2020

74% of customers surveyed globally called a contact center in 2019. From 2014 to 2018, Amazon sold 100 million Alexa-powered devices. Viewing the management of customer inquiries as an unfortunate business necessity lead to cost-cutting initiatives such as the offshoring of call centers in foreign locations.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

Customers That Stick

DECEMBER 15, 2014

VOLUME 37: November 2014. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. This idea is supported by a recent survey from LoyaltyOne which found that 50% of consumers think that stores being open all day on Thanksgiving day is a bad idea.

Surveys 126

Surveys Customer Care Scripts Contact Center 126

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. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Nicola Behr.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Grupo Noa

JANUARY 12, 2018

Multilingual contact centers strive towards offering outstanding customer services to its customers all the time. Obviously, a contact center has to communicate with hundreds of customers round the clock, and not necessarily everyone knows English. Multilingual Contact Centers are Winning Hearts.

Customer Support 40

Customer Support virtual call center outsourcing Call Center 40

Joe Rawlinson

AUGUST 9, 2017

But 53 percent of customers say they want a totally personalized experience, which they feel is a fair exchange for the personal data they provide while shopping online, a Bazaarvoice survey found. Add Value by Utilizing Technological Innovations. Live chat is another technology you can use to improve customer experience.

Customer Service 104

Customer Service virtual call center Self service Analytics 104

Eptica

SEPTEMBER 10, 2015

As well as electronics manufacturers, nine other sectors were surveyed in the overall study, including banking , telecommunications and retail. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. and How do I get a replacement manual for my product?

Multichannel 76

Multichannel Customer Service Banking Self service 76

Toister Performance Solutions

NOVEMBER 13, 2018

In 2014, activist investor Starboard Value identified a cost savings opportunity of $216 million at Darden Restaurants. A contact center leader I know reduced calls directed to a more expensive outsourcer by 50 percent. The problem was the contact center's schedule didn't match call volume.

outsourcing 72

outsourcing Contact Center Sales Surveys 72

HGS

NOVEMBER 19, 2014

For example, if a customer phones a contact center and is told the hold time is 3 minutes, but ends up waiting for 20 minutes, dissatisfaction occurs. Additional information can come from many other sources as well , including speech and text analytics, CRM data, customer surveys, online reviews, or social media monitoring.

Business Process Outsourcing 130

Business Process Outsourcing outsourcing Interactive Voice Response Analytics 130

Eptica

JUNE 1, 2016

For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%. In the 2016 study it again grew exponentially, to 44% of brands surveyed. These points are backed up by the latest Eptica Multichannel Customer Experience Study , which highlights that the adoption of chat by UK brands is on an upward curve.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

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

Eptica

OCTOBER 6, 2015

This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. Yet while 90% of utilities surveyed by Eptica were on Twitter, just 40% provided an accurate answer to a routine question. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Self service 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. This includes reading skills, too.

Coaching 62

Coaching Surveys Sales Contact Center 62

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

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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

Kunnect

JUNE 2, 2015

Some organizations are more resistant than others to the cloud transition, whether that means switching your entire contact center operation to the cloud or just buying a new cloud app to automate, manage and streamline your marketing efforts. Often, but not always, larger and more established companies are the most resistant.

call center software 44

call center software Surveys Enterprise Contact Center 44

Comm100

FEBRUARY 5, 2018

According to a survey of more than 75000 participants, going above and beyond had a lower impact on customer loyalty than actually solving problems. Since the birth of the contact center, the balance between efficiency and quality has been a hot topic for managers looking to cut costs while also ensuring customer retention and loyalty.

Complaint resolution 41

Complaint resolution Benchmark Self service Contact Center 41

Callminer

JANUARY 18, 2021

.” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script.

Best practices 226

Best practices Call Center Contact Center Scripts 226

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

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

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

Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? How to Calculate Hold Time in a Call Center. What causes long call center hold times? How to Reduce Hold Time in Your Contact Center.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

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.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Toister Performance Solutions

JANUARY 9, 2018

A 2014 Salary.com survey discovered that 57 percent of employees admitted to wasting at least one hour per day. It's not uncommon for a contact center employee to have to use five to seven different programs just to do their jobs. Employees waste a lot of time at work.

Advertising 28

Advertising Personalization Contact Center Surveys 28

Toister Performance Solutions

JANUARY 20, 2022

This means more than just collecting and presenting survey results or fixing problems. However, I’ve come across a number of CCOs who are also responsible for brand, marketing, sales, customer success, and/or the contact center. Their role was limited to collecting and presenting survey data.

Chief Customer Officer 62

Chief Customer Officer Advertising Surveys Sales 62

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

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Toister Performance Solutions

AUGUST 27, 2019

You can easily involve your reps to do this without a survey. Terrible Policies Cancelling your Comcast service wasn't easy in 2014. A contact center required reps to paste long-winded templates into all responses. Contact centers don't have enough agents available to handle customer volume.

Customer Service 60

Customer Service Wireless Advertising Airlines 60

Service Agility

DECEMBER 5, 2017

Originally published in the Contact Center Pipeline, September 2014 “Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact center. The Leadership Impact “Some attrition is a good thing.”

Calibration 40

Calibration Contact Center Surveys Advertising 40

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

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

Netomi

SEPTEMBER 10, 2022

Virtual Contact Center : What Is It? Key Statistics Covering How Customer Service Is The New Marketing. Use AI to answer high-volume, repeatable issues without delay while looping in your human agents to manage the other inquiries. Let’s chat. Resources cited in this post.

Customer Service 52

Customer Service Chatbots Customer Support Enterprise 52

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