Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. And I was honoured to be named ‘Most Influential Marketing Manager 2018 – UK’ as part of the 2018 Business Woman Elite Awards for my work at Creative Virtual.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

VocalCom

DECEMBER 4, 2017

Here are five ways blended AI may transform customer service and sales in 2018. AI can generate more leads, offer more accurate prospect information using advanced algorithms, and improve productivity in the contact center—all leading to increased sales. The human role in customer service will shift.

Sales 0

Sales Contact center software Self service Contact Center 0

Bright Pattern

FEBRUARY 1, 2018

Ovum Customer Engagement Principal Analyst and industry veteran Ken Landoline took a stab at reassessing the key market players in its Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017–18 report.

Multichannel 59

Multichannel Cloud contact contact center solutions Contact Center 59

VocalCom

JANUARY 15, 2018

While creating great customer experiences will remain a primary goal in 2018, the manner in which technology and humans work together to deliver this outcome continues to evolve. The post Top 7 Customer Engagement Trends in 2018 appeared first on Vocalcom Blog.

Contact center software 50

Contact center software Chatbots Finance Contact Center 50

SharpenCX

JUNE 30, 2021

Instead of forcing agents to dig through a system for chat, another for email and still another for call history, they have the details they need right in their contact center platform. Read Next] What to do when your multichannel experience comes at the expense of agents. Multichannel isn’t omnichannel.

Customer Experience 76

Customer Experience Multichannel Customer retention Customer centricity 76

Fonolo

JANUARY 9, 2018

The cloud has radically transformed the call center industry. Imagine if someone from this industry time-travelled to 2018 from, say, 5 years ago. But what would not be expected is the new power centers created by that shift. Webinar] 3 Critical Contact Center Trends to Watch in 2018. Plus So Much More!

Call Center 65

Call Center Multichannel APIs Contact Center 65

NICE inContact

DECEMBER 17, 2018

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. The golden ticket for every contact center is to transform customers into advocates of the brand.

Multichannel 48

Multichannel Contact Center contact center solutions Cloud contact 48

Outsource Consultants

MARCH 9, 2018

Faris provides the following six predictions for contact center trends in 2018: AI will be used to improve customer interaction and improve business processes. 2018 Contact Center Trends: Punching Through the Barrier. 4 Channels Companies Should Utilize with Their Call Center Partners. We can help!

Call Center 52

Call Center Interactive Voice Response outsourcing Multichannel 52

Sykes

MARCH 5, 2019

While traditional contact centers continued to score well in terms of execution, this year’s report noted a significant difference in the results for the innovation categories, with information technology (IT) service providers and consultancies leading the pack. Download a free copy of the report here.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Call Center Pros

OCTOBER 29, 2018

Indeed, although this concept has existed for several years, many companies see it as an important development lever for 2018. Companies need to stay focused on core competencies, therefore large organizations often outsource call center functions to specialized service providers. But why such a craze for the BPO?

Business Process Outsourcing 100

Business Process Outsourcing outsourcing Technical Support Multichannel 100

Eptica

NOVEMBER 27, 2015

And smartphone penetration continues to grow – figures from Zenith Optimedia show that nearly two thirds (66.5%) of consumers in key digital markets such as the United States, Western Europe and Asia Pacific , will own smartphones by 2018. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. Published on: February 21, 2018. Research from Deloitte estimates that social interactions will rise from 4% to 9% of contact center workload between 2017 and 2019. 5 ways to get your email customer service ready for 2018.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

VocalCom

MARCH 11, 2019

Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations. Hopefully, your company already reviews call transcripts during training sessions with contact center agents. Call transcripts.

Contact center software 48

Contact center software Big data Contact Center Customer centricity 48

ijgolding

MARCH 20, 2018

I grew up there and eventually ended up on the east coast working in Boston for one of the first multichannel ad agencies. My background was call centers and phone-based customer contact and I was one of a small team of people working with clients like AT&T, FedEx, IBM to improve their phone-based customer services.

Journey mapping 61

Journey mapping Customer centricity B2B Multichannel 61

Avaya

MAY 23, 2017

Here are three statistics that will get you rethinking your CX strategy in relation to digital transformation: 52% of companies don’t share customer intelligence outside of the contact center. 60% of digital analytics investments will be spent on customer journey analytics by 2018. sales, marketing, HR, billing).

Customer centricity 42

Customer centricity Contact Center Big data Analytics 42

VocalCom

MARCH 25, 2019

But don’t forget Instagram and Snapchat: Statista states that 64% of people aged 18 to 29 used Instagram as of January 2018. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Contact center software 54

Contact center software Advertising Contact Center Chatbots 54

Nuance

OCTOBER 9, 2019

According to the ACFE’s 2018 Report to the Nations, it’s now a $4 trillion global problem. Fraud is unrelenting. With data breaches on the rise, and usernames and passwords compromised, it is simple for fraudsters to get access to most any individual’s personal information, rendering traditional knowledge-based security methods obsolete.

Surveys 53

Surveys Personalization Banking Multichannel 53

VocalCom

AUGUST 14, 2017

According to Gartner, 50% of companies will redirect their investments to customer experience innovations by 2018. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Customer Service 48

Customer Service Contact center software Gamification Customer centricity 48

VocalCom

JANUARY 28, 2019

With the establishment of GDPR in 2018 giving European Union citizens power over the use of their personal information, brands worldwide were forced to rethink their policies and become compliant with the new law. Security is an absolute must. More than ever, customers are demanding the protection of their data.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

Nuance

OCTOBER 9, 2019

According to the ACFE’s 2018 Report to the Nations, it’s now a $4 trillion global problem. Fraud is unrelenting. With data breaches on the rise, and usernames and passwords compromised, it is simple for fraudsters to get access to most any individual’s personal information, rendering traditional knowledge-based security methods obsolete.

Surveys 40

Surveys Personalization Banking Multichannel 40

UJET

SEPTEMBER 10, 2019

Microsoft’s 2018 State of Global Customer Service found that 54 percent of U.S. A Contact-Center-as-a-Service (CCaaS) will offer messaging and voice, but also support other channels like in-app or social media. Messaging, live chat, and text , are increasing as preferred support channels.

Scripts 99

Scripts Entertainment Self service Accountability 99

InGenius

JANUARY 2, 2019

A bite-sized breakdown of typical contact center terminology. When you're working in a fast-paced contact center environment where time is precious, it makes sense to use a set of special words that are going to help speed up communication and keep productivity levels running high - but what are they?

Contact Center 48

Contact Center Interactive Voice Response APIs Business Process Outsourcing 48

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. The very word “multichannel” seemed to indicate that the more channels a contact center could boast, the better.

Customer Experience 96

Customer Experience Management Multichannel Self service 96

NobelBiz

MAY 25, 2023

According to ResearchAndMarkets , 2018, the CDP market was valued at $2.4 These tools usually include a customer database and automation, as well as management resources for multichannel campaigns, real-time customer interactions, and more. Since then, the CDP market has grown rapidly. billion and is expected to grow from USD 4.8

call center software 98

call center software Call Center APIs Contact Center 98

Eptica

OCTOBER 24, 2018

Date: Wednesday, October 24, 2018 Author: Anne-Claire Bellec - Marketing Director Creating the customer service agents of the future. Published on: October 24, 2018. Take ownership Consumers want to have a single conversation , with a single agent, to get what they are looking for. Share this page on: Tweet.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

InGenius

NOVEMBER 12, 2018

Though the benefits of CTI can be powerful for your contact center, choosing the right solution for your business can be difficult unless you know exactly what you're looking for. At the core of every contact center, the number one priority is to know what customers want and how to ensure they get it in the best way possible.

Call Logging 48

Call Logging Multichannel Contact Center CRM 48

ijgolding

AUGUST 30, 2018

The study is completed using a consumer panel representative of the general population fielded in the second quarter of 2018. Multichannel shoppers are 16% more likely to purchase than are single channel shoppers. If you work in the retail industry, I urge you to access the results!

Customer Experience 66

Customer Experience Multichannel Benchmark Banking 66

JustCall

APRIL 24, 2023

Convoso Overview Convoso is a one-of-a-kind contact center software with an added gamification twist. It offers contact center functionality for enterprises through features like: Call queues Voicemail Automated workflows, etc. Talkdesk Overview Talkdesk is a browser-based virtual telephony solution.

voip 52

voip CRM Enterprise Call Center 52

JustCall

FEBRUARY 13, 2023

Top 10 Alternatives to AirCall – Choose the Best Call Center Software for your Business JustCall CloudTalk Nextiva Twilio 8×8 Freshdesk Talkdesk Five9 RingCentral OpenPhone 1. JustCall Overview JustCall is a VoIP business phone system and contact center software. 5 Capterra– 4.4/5 5 TrustRadius– 9.0/10

Interactive Voice Response 52

Interactive Voice Response voip Enterprise APIs 52

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Adopting customer journey analytics means businesses must now support a powerful, real-time visualization of the customer journey across all lines of business, not just the contact center.

Analytics 59

Analytics Journey mapping Contact Center Benchmark 59

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition. Recommended for you: Is Your Contact Center Ready for the New Year?

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

Comm100

FEBRUARY 5, 2018

Multichannel and Omnichannel Software. Others may have tools that allow companies to partake in multichannel or omnichannel customer engagement. It also helps reduce the amount of phone calls and emails received by contact centers. This reduces queue time and takes pressure off live chat agents and contact center staff.

CRM 49

CRM Marketing Multichannel Self service 49

Comm100

FEBRUARY 6, 2018

All data is the most recent information available as of the beginning of 2018. Although Comm100 is primarily a customer service software, it also acts as a sales solution, helping contact centers convert leads and upsell products in real time, just as a salesperson might do in a brick-and-mortar store. SalesForce. Shopify Plus.

CRM 42

CRM Enterprise SaaS Marketing 42