Revation Systems

JANUARY 2, 2020

Jumping into 2020, it’s important to evaluate the changes and progress the healthcare industry has made over the last 10 – 20 years thanks to various advancements in technology. For more than five years, wearable healthcare technology has become much more prevalent. More Than Just Activity Tracking. Predict & Prevent.

Technology 62

Technology Healthcare contact center solutions Contact Center 62

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Below are the top six customer service trends for 2015 according to Forrester : 1. According to Forrester, emerging customer support channels such as mobile and web self-service and video chat will gain momentum in 2015.

Customer Service 66

Customer Service Customer centricity Analytics call center software 66

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 49

Customer Service Multichannel Benchmark Contact Center 49

Cincom

AUGUST 27, 2020

Beneficial technology partnerships have become an essential element in the creation of a successful business. Technology changes too quickly. Missing the first wave of opportunity accompanying a new technology usually means greatly diminished market potential down the road. Elements of a Great Technology Partnership.

Technology 64

Technology Government Enterprise Marketing 64

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! The latest technology is not going to make up for your lack of thinking! Were you surprised to read the title of this post?

Technology 77

Technology Big data Analytics Personalization 77

Taylor Reach Group

JULY 6, 2018

Below, we will be discussing Contact Statistics related to the various technologies within the Call Center. Contact Center Technology Statistics: 86% of consumers are willing to pay more for an upgraded experience. If this were to be the case, it would fit the current trend, as the take-up of the technology has increased from 9.2%

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

ForeSee

JANUARY 8, 2015

If you’re planning to attend, you’re likely eager to experience retail’s latest technologies, trends and strategies firsthand. The post NRF 2015: Before Deciding Where to Invest, Determine What Your Customers Want appeared first on ForeSee. And satisfied, loyal customers are made when you provide great customer experiences.

Multichannel 72

Multichannel Technology Customer Experience 72

CSM Magazine

JUNE 12, 2015

Based on rigorous testing of CRM software applications from around the world, ISM has announced the winners of the 2015/16 Top 15 CRM Software Awards. ExSellence 6.02 – by Optima Technologies, Inc. SalesTalk – by SalesTalk Technologies, Inc. Maximizer CRM 2015 R2 – by Maximizer Software Inc. C2CRM – by Clear C2, Inc.

CRM 40

CRM Enterprise Big data Customer centricity 40

CX Journey

NOVEMBER 25, 2014

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Magnified Human Technology : Digital and mobile will fuel the sense of empowerment and possibility for the individual consumer. Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014.

Finance 68

Finance Advertising Marketing Metrics 68

Customer Interactions

FEBRUARY 12, 2015

Here are six technology trends that will reshape how state and local governments approach public safety in 2015. This migration will require PSAPs to update their 911 technology—including their call logging technology -- which means a major shift is coming at all levels of government. Are you prepared?

Technology 31

Technology Government Call Logging Analytics 31

ForeSee

JANUARY 27, 2015

Answers recently ranked 11th on Forbes’ 2015 list of America’s Most Promising U.S. The post Our Award-Winning Voice of Customer Technology: Present and Future appeared first on ForeSee. Companies for our continuous innovation in enabling brands to harness the voice of their customers to continuously improve their products and services.

Technology 90

Technology Analytics Customer Experience 90

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. Here are the highlights I still recall: First off, the always knowledgeable Prof Moira Clark from Henley Centre for Customer Management talked about generations and technology. But it works well.

Gamification 63

Gamification Airlines Construction Coaching 63

Customer Interactions

JULY 7, 2015

Marketing tools and platforms will play a greater role than ever in 2015. Still others are software, like big data analysis technologies. Some of these tools are abstract benchmarks, like Customer Lifetime Value, which more than 75 percent of North American senior executives say is a highly or extremely valuable indicator.

Journey mapping 28

Journey mapping Benchmark Big data Marketing 28

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. The investments in infrastructure and technology to make remote working possible won’t vanish.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Creative Virtual

FEBRUARY 7, 2023

Back in 2013, V-Person technology became the first virtual agent offering to implement personalization – a recognition acknowledged both by the Patricia Seybold Group in their 2014 technology review and by the analysts at Gartner when they named Creative Virtual a 2015 Cool Vendor in Smart Machines. Maybe not so much.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Avaya

MAY 18, 2017

Staffs believe mobility and technology can help deliver better care. 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. Consider these startling facts: 100 million people were directly impacted by data breaches in 2015.

Healthcare 52

Healthcare Technology Government Surveys 52

Natalie Petouhof

SEPTEMBER 15, 2015

Tweet As the connected customer experience continues to evolve, Cagemini today released the 16th annual global automotive study, The 2015 Cars Online “The Selfie Experience” Phones have become “the” selfie device, now this study shows consumers want that same personalized experience as a segment of one.

Automotive 45

Automotive Engineering Personalization Customer Experience 45

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Per USA Today , this year’s Cyber Monday booked $3.45

Consulting 392

Consulting Consulting Sales Customer Experience 392

CSR Inc.

JULY 17, 2016

It’s a field that – without a doubt – has been exclusively enabled by technology. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity. Technology is poised to have a major impact of the use of incentive programs, increasing the scope of what’s possible.

Call Center 48

Call Center Technology Gamification Coaching 48

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. His specialty is exploring the connection between customer service and technology. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Fonolo

JULY 20, 2023

Fonolo Saves Credit Union from Cisco Call-Back Chaos Superior call-back technology does the job right: smooths out call spikes, keeps customers off hold, and offers reliable, real-time metrics. The call-back comes too late: Basic call-back technology isn’t smart enough to adapt to call volume.

Wait times 67

Wait times Abandon rate Call Center Contact Center 67

Beyond Philosophy

SEPTEMBER 22, 2015

It is essential to consider convenience for your Customers and mobile technology and access is upping the ante in that game all the time. If you enjoyed this post, you might be interested in the following blogs: Philosophies To Improve Your Customer Experience in 2015. Accessibility is not an expense; it’s an investment.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Fonolo

NOVEMBER 21, 2017

If you’re following the CPaaS world, you may recall that Shoretel bought Corvisa at the end of 2015. Resellers don’t get as much press or attention as the technology vendors. The 800 person company resells products from over 300 technology vendors and claims over 7000 customers. ConvergeOne Acquires SPS.

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

Hodusoft

APRIL 1, 2024

HoduSoft’s Journey to Success Founded in 2015, HoduSoft has swiftly emerged as a trailblazer in the unified communications landscape. As businesses continue to prioritize customer experience, HoduSoft stands poised to lead the charge with its revolutionary communication technologies. Transform your customer interactions.

call center software 52

call center software Contact center software Customer centricity Call Center 52

CX Global Media

JUNE 27, 2017

In fact, data collected at Pindrop® Labs has shown a significant increase in the call center fraud rate, a jump of 113% from 2015 to 2016. In 2015, one in every 2,000 calls was fraudulent. Fraud in call centers increased by 113% in 2016. Click to Tweet. In 2016, that number jumped to 1 in 937, an increase of 113%.

Contact Center 159

Contact Center Call Center Interactive Voice Response Banking 159

Customer Interactions

JULY 7, 2015

From customer service hacks that will save us all effort, to how CMOs don’t really get the challenges their roles face due to changes in technology. This week’s CMO perspectives is jam-packed with interesting pieces from some of the leading blogs, websites and influencers in the customer service industry, read on and enjoy.

Technology 45

Technology Customer Service 45

pindrop

SEPTEMBER 26, 2021

In December 2020, the IOGAN Act directed the National Science Foundation (NSF) and the National Institute of Standards and Technology (NIST) to research deepfakes. This was a new way to validate our technology.” says Collin Davis, Pindrop’s Chief Technology Officer.

Technology 103

Technology Call Center Personalization Banking 103

C3Centricity

SEPTEMBER 24, 2017

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. During the presentation at BPW I talked about the fact that technology is seen as the disruptor in business today, but it isn’t. Source: Marco Pacheco Executive Director JP Morgan.

Technology 48

Technology Transportation Entertainment Customer centricity 48

CSM Magazine

MAY 27, 2022

In today’s healthcare landscape, technology plays an essential role in everything from diagnosis and treatment to the management of chronic care. Hospitals and clinics have invested heavily in modernizing their facilities and adopting new technologies, and the results have been impressive.

Management 52

Management Healthcare Technology 52

Hello Customer

MAY 17, 2020

Hello Customer was founded in 2015 by Leslie Cottenjé, Bram De Vos and Joeri Pansaerts as a SaaS platform that enables businesses to analyse customer experiences and expectations, automatically distil useful insights from them and subsequently take actions to optimise the customer experience. New fundraising round supports ongoing growth.

SaaS 98

SaaS B2B Feedback Enterprise 98

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. How long before someone figures out a wireless or other technology that makes cable the old tech? Cable companies are technology companies. The same is true of cable.

Customer Service 146

Customer Service Wireless Customer centricity Banking 146

TechSee

JANUARY 14, 2021

That’s ok, we may be a relatively new startup (founded in 2015) but we are really starting to make a splash, so expect to hear more about us going forward. We are a team of problem solvers who push the barriers of technology. With 7 patents and 14 pending, we are creating technology that has never been seen before.

Wireless 109

Wireless Engineering Technology Chatbots 109

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. Call centers are notorious for implementing many different technologies, which can make reporting difficult, convoluted and time consuming.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Customer Interactions

JULY 7, 2015

​With the advent of social media platforms and technology, the role of CMO is getting harder and harder. Our CMO Perspectives highlights some of the best articles and blog posts on the web, to help make your job easier. This week we try to inspire you with 9 great quotes from industry leaders on why customer love matters.

Analytics 42

Analytics Marketing Technology 42

Customer Interactions

JANUARY 20, 2016

With “3 Lessons Every CMO Should Follow To Improve CX from Visioncritical.com and “How Customer-Tracking Technology Can Work Without Being Creepy” from Harvard Business Review [hbr.org], there is no doubt that this week’s CMO Perspectives is full of useful tips and trends for you to follow.

Technology 36

Technology 36

Horizon CX

APRIL 1, 2024

Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. Furthermore, insufficient investment in CX technology and resources can impede progress. Employee engagement: Employees are empowered to deliver a positive customer experience.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

aircall

OCTOBER 6, 2022

The Spanish startup ecosystem alone has grown 5x in value since 2015 , resulting in a combined value of €46B billion. With technology as one of the national drivers of economic growth, the speed of digitisation of its companies and the unstoppable rates of investment and adoption of SaaS solutions, it is a suitable ecosystem for Aircall.

SaaS 62

SaaS Education Marketing Technology 62