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. Our favorite chart: Inner Circle Guide to Self-Service. Where to get it: [link].

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. self-service. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Aspect

JUNE 22, 2017

Contact Prequalification and Authentication. Just like an IVR integrated with the contact center would in the world that I’m sure Apple would love to call the “old world”, Business Chat lets you signal the reason for contact (they call it “Intent”), and the skill group or queue needed to handle the inquiry (they call it “Group”).

Contact Center 66

Contact Center Chatbots Interactive Voice Response Marketing 66

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. Even with excellent self-service options, people still need to talk to a person every now and then, especially for a sensitive or complex issue.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

Self service 40

Self service Analytics Contact Center Marketing 40

Comm100

JANUARY 14, 2016

In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. These days, consumers expect easy access to customer service in every way possible.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Aspect

JULY 11, 2018

For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. This is troubling because they will also be the largest contact center agent demographic in the next two to three years.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. 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.

Customer Service 49

Customer Service Self service CRM Analytics 49

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. So, what comes next?

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

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

Aspect

JUNE 27, 2017

We’ve defined the value and need for a customer engagement center and we’ve discussed the following capabilities: self-service , omni-channel customer experience , and proactive outreach. Today, we are continuing with service intelligence. Service intelligence and skill based routing enables companies to do just that.

First call resolution 48

First call resolution Contact Center Self service Call Center 48

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Aspect

DECEMBER 6, 2018

Every year, the customer service industry talks about the changing consumer landscape and how and how companies need to address their customers’ preferences RIGHT NOW or risk massive churn the likes of which contact centers around the world have never seen.

Surveys 56

Surveys Customer Service Self service Contact Center 56

NICE inContact

MARCH 10, 2016

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. Service Quality. Outbound Dialing.

Metrics 55

Metrics Call Center Average Handle Time First call resolution 55

Tenfold - Contact Center Blog

AUGUST 3, 2018

trillion in 2016. Another study from Call Centre Helper shares that only 12% of customer service managers focus on responding quickly to customer concerns. One of Forrester’s 2016 surveys shows that 41% of customers expect a response via email within a 6-hour time frame. Provide self-service options to empower your customers.

Best practices 64

Best practices Customer Service Contact center software Self service 64

Aspect

JUNE 29, 2017

Despite recent strides taken to improve customer service in the airline industry, it remains to be seen whether these efforts will be great enough to stem the tide of such a historically poor reputation. To learn more about the innovative software transforming customer service today, check out Aspect.

Airlines 79

Airlines Interactive Voice Response Customer Service Self service 79

Aspect

AUGUST 7, 2017

It’s no secret that the smartphone-driven desire to avoid human contact is well upon us and more and more people are open to using chatbots for simple interactions/transactions. But as the data shows, customer service chatbots are not just addressing customers’ self-service desires for simple query resolution.

Chatbots 48

Chatbots Contact Center Surveys Banking 48

Aspect

AUGUST 7, 2017

It’s no secret that the smartphone-driven desire to avoid human contact is well upon us and more and more people are open to using chatbots for simple interactions/transactions. But as the data shows, customer service chatbots are not just addressing customers’ self-service desires for simple query resolution.

Chatbots 48

Chatbots Contact Center Surveys Banking 48

SmartAction

NOVEMBER 30, 2021

pay my loan, check my balance, or transfer funds," which became the new way to start a customer service conversation through traditional speech IVRs around 2016. A lot of contact centers don’t have a good understanding of why their customers are calling and exactly what they are calling about.

Virtual Agent 83

Virtual Agent Interactive Voice Response Contact Center Customer Experience 83

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. First, Avaya’s complete solution includes self-service, mobile video, and omnichannel. But that’s not all!

Contact Center 40

Contact Center contact center solutions Self service Technology 40

Avaya

JUNE 14, 2016

My first exposure to self-service IVR application development was back in the early 1990s. In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. That’s a lot of wasted time. So what do I end up doing?

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Sales 40

Aspect

APRIL 18, 2018

Back in mid-2016 as we were looking into the various platforms we could integrate with our Aspect CXP solution, which lets enterprises build and run AI-powered customer and employee self-service dialog applications, the one platform that really caught our eye was Facebook Messenger.

Chatbots 78

Chatbots Self service Technical Support Sales 78

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. Avaya IP Office Contact Center enables a midsize business to offer web chat, email and voice as an integrated, multichannel customer interaction strategy.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

VHT

OCTOBER 23, 2018

Even universities that use contact centers to answer basic questions and route calls to different departments have to deal with periods of peak volume. Maximizing Savings from Self-Service. As of 2016, according to the U.S. Callback expands the contact center’s offering and provides a better caller experience.

Education 48

Education Contact Center Self service Personalization 48

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

Sykes

MARCH 5, 2019

This demonstrates SYKES putting a stake in the ground with RPA which, combined with its core business process expertise and other complementary services, placed SYKES as the leader for vision and go-to-market strategy in our Customer Engagement Operations Top Ten.”.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Jon Arnold

OCTOBER 3, 2017

Disruption is an understatement to describe the current state of the contact center space, and it goes well beyond Avaya’s Chapter 11 struggles, or the big move by Genesys to acquire Interactive Intelligence. hours per day in 2016. First, our engagement with digital media is steadily growing, hitting 5.6

Marketing 40

Marketing Contact Center APIs Enterprise 40

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. For contact center leaders, however, this vision of the future might seem daunting.

Contact Center 53

Contact Center Analytics Self service Wireless 53

Avaya

OCTOBER 27, 2016

Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Here are some of the key findings : The index shows a four-point decrease in customer satisfaction from 2015 to 2016, sliding to the lowest score in the nine-year history of the report.

Customer Experience 69

Customer Experience Contact Center Interactive Voice Response Self service 69

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 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. In a nutshell, the findings paint a picture of inconsistency.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. Chatbots are like evolved self-service portals or advanced knowledge bases. And customers appreciate the self-service nature of Chatbots. Why Chatbots?

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50

Comm100

JUNE 13, 2018

According to a study by Inmar , 72 percent of coupons used in 2016 affected purchasing behavior , usually by encouraging shoppers to buy a product they otherwise would not have. Live chat provides businesses with valuable sales and customer service opportunities that aren’t possible through any other channel.

Self service 52

Self service Chatbots Advertising Sales 52