BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Tech Compatibility Describe your experience integrating with the telephony and CRM/CTI systems described in our requirements.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Serenova

JUNE 24, 2020

The use of omnichannel contact centers has increased from 8% in 2016 to 31% in 2019, according to Nemertes Research’s 2019-20 Intelligent Customer Engagement research study of 518 organizations. Intelligent Routing. Omnichannel capability links customer data and personal information from all sources of interactions.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

aircall

JANUARY 24, 2022

That figure is up by $13 billion from 2016. CRM – Use a cloud-based phone system, software solutions, and your CRM together so all call agents have access to the most current, real-time information. Keep track of their suggestions in your CRM system and notify them when you’ve implemented one of their suggestions.

Call Center 126

Call Center Best practices call center software CRM 126

ChurnZero

FEBRUARY 7, 2020

LinkedIn’s 2020 Emerging Jobs Report named Customer Success as one of the top emerging jobs in the U.S. A hybrid of soft and hard skills is a must with top skills including SaaS, Salesforce, CRM, Account Management, and Customer Retention. So, what’s the job outlook for Customer Success professionals? 6 in the U.S. #2 2 in Mexico. #6

SaaS 64

SaaS Transportation B2C Customer retention 64

CSM Magazine

NOVEMBER 8, 2018

And, with 69 per cent of organisations having integrated their website and CRM/AMS system in 2018, up from 56 per cent in 2016, it would seem that there is a growing trend towards organisations harnessing the power of digital transformation programmes in order to future-proof themselves and add value to their members.

CRM 40

CRM Marketing Accountability Management 40

Comm100

JANUARY 21, 2021

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn. In 2020, 84% of customers were satisfied with their live chat experience. Audio & video chat has played a major role in digital customer support in 2020.

Surveys 98

Surveys Marketing Customer Support Sales 98

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. By 2020, the number of connected “things” is expected to rise to 30 billion. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. By the year 2020, your washing machine breaks down.

Contact Center 53

Contact Center Analytics Self service Wireless 53

NobelBiz

JUNE 29, 2021

In 2020, 86 percent of customer support personnel will be more discriminating and have significantly greater expectations than in 2019. Connected technologies can help you centralize your consumer data: A customer relationship management (CRM) system gives you a central database to manage your customers.

Customer Experience 52

Customer Experience Contact Center CRM Customer centricity 52

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. COVID-19 and the Rise Of Intermediate-Term Business and Marketing Planning in 2020. His newest book, Inside Your Customer’s Imagination, will be released in September 2020. . Barry Dalton. Bell (@ChipRBell).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

RichCall

SEPTEMBER 13, 2017

Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Of course, it took about 20 years for CRM to become an overnight success. by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. Teresa Cottam. Self-service. Lutz Remmers.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

NOVEMBER 23, 2020

For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. We’ve also analyzed the most recent customer reviews from Capterra and Software Advice to give you a full picture of what each of these ticketing software providers has to offer in 2020.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator. According to Gartner “ Contact center infrastructure and CRM functionalities are increasingly integrating , and sometimes competing, to deliver customer engagement capabilities.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

LiveChat

OCTOBER 31, 2019

By connecting your email system to your CRM, you can also target individuals that haven’t opened your previous emails. What was remarkable in 2016 is now only average. By 2020, 80% of businesses will have implemented chatbots for customer service and automation will manage 85% of companies’ customer relationships.

Chatbots 57

Chatbots Wait times Call Center Sales 57

Solvvy

DECEMBER 16, 2019

” Facebook began offering Facebook Messenger “bots” to brands on their platform in 2016, and many other companies quickly followed suit. Though 54% of customers use email as a support channel today, Gartner predicts that 85% of customer interactions can be handled with AI technology by the end of 2020.

Interactive Voice Response 48

Interactive Voice Response Customer Service Chatbots Self service 48

Tenfold - Contact Center Blog

JULY 12, 2018

A 2016 Job Satisfaction survey from the Conference Board showed that 50.4% A Workforce 2020 survey revealed 65 percent of today’s employees identify training along with growth opportunities as their top motivators. A reliable phone system and an exceptional CRM aren’t enough to stay competitive —a company needs something in between.

Contact Center 66

Contact Center Management Coaching Call Center 66

Kayako

JANUARY 5, 2017

businesses’ existing CRM systems can’t track customers’ social media interaction.” “By 2020 40% of sales organizations will rely primarily on mobile digital technology for their sales force automation initiatives.” HubSpot Support (@HubSpotSupport) December 29, 2016. Yet, the research findings show 56.6%

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

C3Centricity

DECEMBER 3, 2018

CEX #CRM #CustomerFirst Click To Tweet. By 2020, customer experience will overtake price and product as the key brand differentiator. Source: Customers 2020 Report). CustomerFirst #CEX #CRM #Customer Click To Tweet. This was confirmed in The Vermeer Millward Brown Insights 2020 research. Source: CEI Survey).

Big data 59

Big data Marketing B2C CRM 59

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. A 2016 Nielsen Harris Poll revealed that more than 80 percent of Americans rely on peer recommendations before making a purchase. Online Reviews Make or Break. Greater Spend.

Metrics 60

Metrics Customer Experience Surveys Feedback 60

SmartKarrot

JANUARY 5, 2021

Making it to the Top 25 Customer Success Influencers in 2020, Kristi has turned the tables for hyper-growth B2B SaaS companies. Credited for launching the CRM revolution, he has been featured on prestigious lists by The Times of London, Accenture, and the UK’s Chartered Institute for Marketing. Kristi Faltorusso. Emilia D’Anzica.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

JANUARY 18, 2022

The report also highlighted that the spending in space went up to 170% in 2020. The services provided by Zoho include Zoho CRM, inventory management, mobile application development, project time tracking, collaborative client portal, and more. Agile CRM offers lead generation, contact management, and integrated telephony services.

SaaS 11

SaaS Finance CRM Analytics 11

C3Centricity

NOVEMBER 21, 2018

brand #Marketing #CEX #CRM Click To Tweet. According to Accenture’s “ Customer 2020: Are You Future-Ready or Reliving the Past? Accenture #CEX #CRM #Consumers #Brand #Marketing Click To Tweet. CEX #CRM #Customer #Business #Decision Click To Tweet. We have taught our consumers far too well!

Customer centricity 77

Customer centricity Marketing Advertising CRM 77