Spearline

JANUARY 23, 2018

After an amazing 2017 we’re very excited for what’s to come in 2018, so we want to share with you, a little preview of the new product releases being launched in 2018. But that’s not all… 2018 is going to be The Year of Data Analysis! ” How about full endpoint documentation for all our products.

Call flow 40

Call flow Benchmark APIs Big data 40

Talkdesk

MARCH 6, 2018

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. Average Speed to Answer is a commonly used metric that allows call center managers to evaluate their team’s efficiency and ability to effectively satisfy customers.

Benchmark 40

Benchmark Abandon rate Contact Center Call Center 40

Talkdesk

MARCH 6, 2018

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. Average Speed to Answer is a commonly used metric that allows call center managers to evaluate their team’s efficiency and ability to effectively satisfy customers.

Benchmark 40

Benchmark Abandon rate Contact Center Call Center 40

Jive

SEPTEMBER 4, 2018

Technology in 2018 is teeming with a wealth of acronyms. At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. According to Cisco’s Global Cloud Index, 59% of all cloud workflows will be delivered as SaaS by the end of 2018.

voip 52

voip SaaS Technology Benchmark 52

Babelforce

DECEMBER 2, 2021

In this post: The benefits of CX management Where should you start with CX management? The sub-disciplines of CX management Become a CX diplomat How to side-step the mistakes of CX management Building better customer experiences. Management, alternatively, is a process of action. The benefits of CX management.

Customer Experience 52

Customer Experience Management Journey mapping Morale 52

COPC

SEPTEMBER 25, 2018

The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer Response Summit, which took place September 11-12 in Marina del Rey, California. The 2018 CXMB Series Consumer Edition is the 12 th volume in the series. Perception of Interactive Care (e.g.,

Multichannel 40

Multichannel Benchmark Surveys Customer Experience 40

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Contact centers provide support for your business and manage the increase in call volume. How Contact Centers Manage the Holiday Rush. Omnichannel management creates opportunity.

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

Taylor Reach Group

MAY 24, 2018

With that, here are some of the events taking place in June 2018 (in chronological order) with direct links to each event: The 2018 Canadian Telecom Summit: June 4-6, Toronto, ON. 2018 SWPP Annual Conference: June 4-6, Nashville, TN. SOCAP 2018 Data Reporting Workshop : June 12-13, Chicago, IL.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

Call Experts

JANUARY 23, 2019

Many business owners, managers, and employees are not familiar with the basics and are missing out on countless opportunities. Omnichannel management creates opportunity. Upgrade your property management services with a contact center. 10 Trends That Will Disrupt Customer Service in 2018. Retailers have lost millions.

Management 53

Management outsourcing Call Center Answering services 53

Call Experts

NOVEMBER 20, 2019

According to the National Retail Federation, more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Contact centers provide support for your business and manage the increase in call volume. How Call Centers Manage the Holiday Rush. Omnichannel management creates opportunity.

Call Center 49

Call Center Management Contact Center Journey mapping 49

Call Experts

DECEMBER 5, 2018

The property management industry is one that requires specialized knowledge about properties but also demands clear communication with tenants. It is essential for management companies to take care of emergency issues and keep properties from sitting vacant. Omnichannel management creates opportunity. More Blogs Menu.

Contact Center 53

Contact Center Management outsourcing Call Center 53

RapportBoost

DECEMBER 26, 2018

In a 2018 Customer Care report, McKinsey highlighted these four drivers and came to the conclusion that human agents will be more important than ever to contact centers. A 2018 Forrester report states that email is still the most common channel for customer support. Bruce: What is driving an increase in innovation around chat?

Benchmark 40

Benchmark Contact Center Chatbots Metrics 40

ChurnZero

SEPTEMBER 7, 2018

As we’ve mentioned before – Customer Success Manager is the third most promising job for 2018 according to LinkedIn. To start, here’s some tips for writing the perfect Customer Success Manager job description. And there you have it – the makings of a stellar Customer Success Manager job description.

Management 45

Management Education Benchmark SaaS 45

Beyond Philosophy

APRIL 4, 2019

Managing a brand is managing customers’ memories. That said, Volvo didn’t make the Insurance Institute for Highway Safety’s Top Safety Pick honor for 2018. As a brand or Customer Experience manager, you must manage what people remember. Now, to be fair, brand management from that memory perspective is unsexy.

Call Center 326

Call Center Consulting Consulting Benchmark 326

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. Situation : A top goal for 2018 is hiring key talent. Impact: Employees with an emotional connection to their work are more productive.

Airlines 204

Airlines Morale Benchmark Marketing 204

ShepHyken

JULY 16, 2018

A Comprehensive Career Guide For Aspiring Customer Experience Manager s by Shruti Sarkar . Omoto) Not many people understand what a customer experience manager does or how to become a successful customer experience manager. My Comment: This article is a comprehensive guide about the role of the customer experience manager.

Customer Service 40

Customer Service Benchmark Surveys Feedback 40

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

AskNicely

OCTOBER 18, 2018

Customer Experience Managers reach out to Passives to see what they can do to turn them into Promoters. Get the 2018 NPS Benchmark Study. Nina Church-Adams, Senior Vice President of Marketing for Act-On Software, shared some top tips from Act-On including their cross-functional customer feedback response workflows: .

Feedback 60

Feedback Benchmark Metrics Marketing 60

CSM Magazine

MARCH 30, 2022

AinsCo Fire and Security is using BigChange field service management software and mobile workforce management technology to drive business growth. BigChange met all our benchmarking criteria, and the support and training were fantastic. We now feel we own our system rather than the other way round!”

Finance 52

Finance Transportation CRM Benchmark 52

NICE inContact

JUNE 12, 2019

As we’ve previously reported, our 2018 NICE inContact CX Transformation Benchmark study found that consumers rate online chat as one of the top methods for satisfaction, ease of use, and likelihood to recommend. Companies that deploy chat as a service option also can realize numerous benefits.

Benchmark 54

Benchmark Surveys Customer Experience Management 54

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

NICE inContact

DECEMBER 12, 2018

Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. For complete insights from our benchmark report, download the 2018 Customer Experience (CX) Transformation Benchmark.

Call Center 48

Call Center Benchmark Contact center software Contact Center 48

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Call Experts is a complete contact center offering customer support through live agent experiences with omnichannel management and AI-powered automated solutions. More Blogs Menu.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

AskNicely

SEPTEMBER 25, 2018

Here’s why: According to The 2018 NPS Benchmark Study, when high-level executive support is present, an organization is twice as likely to successfully build an advanced NPS (Net Promoter Score) program. They might think it’s enough to hire a customer success manager and let that department, or marketing, lead the charge.

Customer advocacy 60

Customer advocacy Benchmark Upselling Feedback 60

Call Experts

JANUARY 15, 2020

As per “The future of work 2020” report, HR departments must focus on People and Performance to enhance overall employee management and productivity. . The most important thing to know about AI-driven employee management solutions is their ability to maintain a human approach while improving overall performance. . .

Chatbots 72

Chatbots Journey mapping Interactive Voice Response outsourcing 72

Aspect

DECEMBER 24, 2018

. As we close out another successful year, we wanted to reflect on some of our achievements and our customers’ achievements throughout 2018 – a year that saw exciting new updates and implementations. It also saw Lidl UK win the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards.

Chatbots 59

Chatbots Finance APIs Self service 59

Call Experts

JANUARY 8, 2020

How Contact Centers Manage the Holiday Rush. Omnichannel management creates opportunity. Upgrade your property management services with a contact center. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. Why Do Managers Love Employee Call Off Lines?

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78

CX Global Media

NOVEMBER 19, 2018

Frontline managers are no longer the limbs of an organization but the entire muscular-skeletal system. According to the 2018 “Annual Learning & Development Benchmarking” report from Toward Maturity, organizations are in a dire position.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Call Experts

FEBRUARY 19, 2020

How Contact Centers Manage the Holiday Rush. Omnichannel management creates opportunity. Upgrade your property management services with a contact center. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018. Why Do Managers Love Employee Call Off Lines?

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

Call Experts

JANUARY 29, 2020

On-call dashboard: Manage, review, and change your on-call calendar based on shift, title, employee ID number, holiday, and more. How Contact Centers Manage the Holiday Rush. Omnichannel management creates opportunity. Upgrade your property management services with a contact center. 5 Tips on AI-Powered Phone Lines.

Customer Experience 78

Customer Experience Journey mapping Contact Center Interactive Voice Response 78

Insite Managed Solutions

NOVEMBER 9, 2018

As we fly through the fourth quarter, most of us are focused on bringing 2018 to a strong close and preparing for a winning 2019. Things to Accomplish in 2018. Improving workforce management capabilities. Developing supervisors and managers to optimally manage operations through analytics and human variables.

Benchmark 40

Benchmark Analytics Self service CRM 40

NICE inContact

MAY 23, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

Call Experts

FEBRUARY 12, 2020

omnichannel management that supports digital transformation. The industry continues to change, most recently with the emergence of omnichannel management. Add and enable support features to applications and relationship management software with efficient service. How Contact Centers Manage the Holiday Rush. through 2022.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Call Experts

MAY 17, 2019

From our IT managers to executives, to the Experts taking your calls, meet our first highlighted team member below: Q: What is your name? Omnichannel management creates opportunity. Upgrade your property management services with a contact center. 10 Trends That Will Disrupt Customer Service in 2018. A: IT Expert.

outsourcing 65

outsourcing Call Center Answering services Contact Center 65