Customer Service Life

NOVEMBER 5, 2018

Samantha (not her real name) sat across from me in our small contact center. In 2015, I had an anxiety attack at the office in front of a few employees I managed on my customer support team. I’d love to feature it on our blog! . I’m not crying, you’re crying (at work). Photo cred: Ban.do.

Contact Center 107

Contact Center Feedback Customer Support Customer Service 107

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

West

APRIL 5, 2017

West is proud to receive a 2017 CRM Service Leader Award for Contact Center Infrastructure. It also attributed much of West’s success to a number of strategic business decisions, including divesting its agent services back in January 2015. Click here to read the full write-up.

CRM 48

CRM Contact Center Multichannel Cloud contact 48

Vonage

JULY 22, 2016

And for many of us working in the world of contact centers, we give a lot. In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. On the board. Endowed with service powers.

Contact Center 0

Contact Center Gamification Morale Technology 0

Revation Systems

DECEMBER 11, 2017

Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model — significantly changing the way consumers and businesses communicate. Omni-channel. Self-service. Social Media.

Contact Center 48

Contact Center Self service Technology Enterprise 48

Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. We presented our subjects with an extensive list of potential contact center issues for 2016 and asked them to choose all that they felt applied to them.

Contact Center 56

Contact Center First call resolution Contact center software Metrics 56

Fonolo

OCTOBER 18, 2017

Last month we shared 4 Call Center Reports Worth Your Time. A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Who wrote it: Call Center Week. Key findings: Web chat showed strong growth in 2015, rising to 3.2%, and 2016’s figure of 4.5%

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Aspect

APRIL 24, 2018

Remarkably, they discovered that all the net employment growth in the United States between 2005 and 2015 could be attributed to alternative forms of employment. For contact centers, this is good news, since it broadens the pool of potential agents during a time of growing labor shortages.

Contact Center 82

Contact Center outsourcing Self service Service level 82

teleopti

MAY 8, 2019

By far the biggest gripe is having to handle last-minute time-off requests with 55% of contact center professionals complaining about the issue. A 2018 Call Center Helper survey revealed that only 52.3% to 30% since 2015. A 2018 Call Center Helper survey revealed that only 52.3% to 30% since 2015.

Contact Center 88

Contact Center Advertising Service level Technology 88

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. Our favorite chart: The US Contact Center Decision-Makers’ Guide. Who wrote it: Contact Babel. in 2015 to 4.5% Where to get it: www.contactbabel.com/united-states.cfm.

Call Center 89

Call Center Contact Center B2C Benchmark 89

Aspect

OCTOBER 15, 2020

The modern smartwatch as we know it burst onto the scene with the A pple watch in 2015 and has exploded in sales, popularity and functionality over the last five years. Every year Aspect surveys over 500 contact center agents to understand their attitudes and preferences for our Agent Experience Index. They’re Part Detective .

call center workforce 62

call center workforce Morale Surveys Call Center 62

Bright Pattern

NOVEMBER 29, 2018

Forrester’s 2015–2018 contact center report stated that customer experience is no longer improving despite innovations for vendor technology. But this blog will share tips on how small and midsize companies can compete and win the cloud customer service game.

Customer Service 41

Customer Service Contact Center Technology Personalization 41

Provide Support

SEPTEMBER 6, 2016

Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of data and a growing number of reports that have become unmanageable. © 2003 - 2015 Provide Support LLC. Read more.

Customer Service 42

Customer Service Contact Center Service level Management 42

Vonage

FEBRUARY 23, 2017

According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. The 2015 Global State of Multichannel Customer Service Report indicates that customers are more comfortable than ever making purchases without the help of a sales rep. Customer service centers need updating.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. As consumers communicating with the contact center demand fast answers to their queries, so set expectations on what you are going to do, and by when, so that everyone knows what is going to happen.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Brad Cleveland Blog

JULY 23, 2015

According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization. This is an inexcusable miss—this intel can be a rich R&D opportunity, helping the organization improve products, services and processes.

Contact Center 21

Contact Center Benchmark Call Center Customer Service 21

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan.

Customer Experience 48

Customer Experience Contact Center contact center solutions Personalization 48

Brad Cleveland Blog

JULY 23, 2015

According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization. This is an inexcusable miss—this intel can be a rich R&D opportunity, helping the organization improve products, services and processes.

Contact Center 20

Contact Center Benchmark Call Center Customer Service 20

Aspect

AUGUST 30, 2017

Welche Möglichkeiten gibt es vor diesem Hintergrund, die eigene Attraktivität als Arbeitgeber für Contact-Center-Agenten zu steigern und engagierte Mitarbeiter zu finden? The post Agentenarbeitsplätze modernisieren und Arbeitgeberattraktivität steigern appeared first on Aspect Blogs. Infografik: Agent Engagement.

Contact Center 60

Contact Center 60

Eptica

JANUARY 20, 2016

Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. Eptica research backs up the need to make self-service easier.

Customer Service 49

Customer Service Self service CRM Analytics 49

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Blog faces-customer-experience faces of customer experience' Their histories and influences, such as mentors, Italian restaurants and books have something to teach us all. So let us reintroduce you to our Faces from 2014.

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

Provide Support

JULY 25, 2016

But then again, the title of Oscar Wilde’s famous play offers a great lesson for contact centers: it’s more important to be authentic, to be human and personalized, than it is to flawlessly deliver a customer service script. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. Read more.

Scripts 47

Scripts Personalization Customer Service Contact Center 47

NICE inContact

JULY 25, 2019

Avoiding job boredom in the contact center is crucial to keeping them around. According to Randstad (2015), 86 percent of employees quit their jobs due to an absence of career development. The post Five Tactics to Retain Your Top Call Center Agents appeared first on NICE inContact Blog.

Call Center 56

Call Center Gamification Coaching Surveys 56

Talkdesk

FEBRUARY 22, 2018

One of the big conclusions from Deloitte’s 2017 global contact center survey was that contact centers would see a shift in their primary function. To quote the survey: “Only three percent of companies responding consider revenue growth to be the primary driver for their contact center.

Customer Experience 40

Customer Experience Contact Center Surveys Feedback 40

NICE inContact

JANUARY 29, 2019

QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers constantly focus on. Globally, they moved into that position in 2015.

Call Center 65

Call Center Contact Center Feedback Employee engagement 65

Verint

JULY 23, 2015

In my previous post about Verint's Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand.

Analytics 38

Analytics Contact Center Consulting Consulting 38

Uniphore

AUGUST 13, 2015

Mobile users are more task focused and proactive than desktop users, explains ContactBabel and Jacada’s US Contact Center Decision-Makers’ Guide 2015, so when they need help, they expect their customer service providers to be proactive as well. Read More.

Contact Center 49

Contact Center Customer Service 49

Avaya

APRIL 6, 2016

For a limited time, we are offering companies of any size the opportunity to replace and upgrade their current contact center solutions with Avaya’s leading offerings at up to 60% off standard pricing. Gartner, Magic Quadrant for Contact Center Infrastructure, Worldwide, 18 May 2015.

Contact Center 40

Contact Center contact center solutions Self service Technology 40

Brad Cleveland Blog

MAY 8, 2015

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 20

Brad Cleveland Blog

MAY 8, 2015

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 20

Avaya

DECEMBER 1, 2016

The latest release of Avaya IP Office Contact Center takes into account midsize businesses’ needs and requirements for simplicity and affordability, and the desire to deliver a top-notch customer experience. Your CRM system can be a tremendous boost to contact center agent productivity by simply linking one platform to another.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Calabrio

FEBRUARY 24, 2016

In 2015, it gained momentum. But, if this burgeoning field is really the center of a business’s metaphorical solar system, then the contact center is the high-powered telescope through which the C-Suite can zero in. During a 12-month period between 2014 and 2015, Calabrio recorded more than one billion calls.

Customer Experience 40

Customer Experience Contact Center Analytics Marketing 40

Vonage

MARCH 11, 2016

Perhaps one reason is that many contact centers don’t support this channel the right way. A 2015 ICMI study found that 86 percent of contact centers don’t empower their agents. After all, demotivation is a much bigger problem in contact centers than motivation. How about you?

Customer Support 63

Customer Support Wireless Technical Support Average Handle Time 63

Revation Systems

JANUARY 3, 2018

In fact, many call centers have already adopted new technology, such as cloud-based, omni-channel communications in the past few years as a response to the changing expectations. As reported by ICMI , 86 percent of contact centers now offer multichannel support. contact centers spend $12.4

Call Center 48

Call Center Multichannel Virtual Agent Contact Center 48

Talkdesk

DECEMBER 8, 2015

Forbes || December 2, 2015. CustomerThink || December 1, 2015. Hudson Valley News Network || December 3, 2015. This list of tips would be great fodder for water cooler chat at a call center. Business 2 Community || December 3, 2015. — Appirio (@appirio) December 4, 2015. Talkdesk || December 3, 2015.

Customer Service 40

Customer Service Customer centricity Contact Center Call Center 40

Toister Performance Solutions

FEBRUARY 7, 2019

Contact Friction Customers must often deal with an unnecessary amount of friction to contact a company, even for the most basic of transactions. A 2015 study from Mattersight found that 66 percent of customers who called a contact center were frustrated before they even started talking to a live person.

Customer Service 75

Customer Service Wait times Accountability Contact Center 75