Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

NICE inContact

AUGUST 20, 2020

Customer experience (CX) is the new tool for competitive differentiation and every company large and small is investing in creating better experiences for their customers. So, the case is built to show that there is true Customer Life Time Value (CLTV) in driving better CX.

Best practices 78

Best practices Contact Center Benchmark Customer Experience 78

Quiq

MARCH 16, 2022

Last year, Salesforce reported that customers ranked “phone” as their second most preferred customer service channel. That’s up from their #3 spot in 2019—overtaking in-person interactions (for obvious reasons). Since customers are still dialing, we’ve put together some best practices to help call center agents shine.

Best practices 52

Best practices Call Center Interactive Voice Response Scripts 52

Aspect

JUNE 20, 2019

Our ACE 2019 sponsors and exhibitors play a key role in supporting our annual ACE conference and our community! To complement our ACE 2019 theme “ It’s GO Time!” The post Announcing the ACE 2019 Sponsors appeared first on Aspect Blogs. We hope you can join us on July 29-Aug. 1 at the Venetian, Las Vegas.

Best practices 90

Best practices Call Center Customer Experience Management 90

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

Satrix Solutions

JANUARY 2, 2019

With that said, experiential learning and in-person connections are still as important as ever, especially for customer experience professionals. If you’ve been to the Customer Success Summit in the past five years, you’ve likely seen our founder and president standing on the stage. Qualtrics Experience MGMT Summit.

Customer Experience 60

Customer Experience Best practices Benchmark SaaS 60

Transparent BPO

DECEMBER 19, 2019

As the curtain closes on 2019, we wanted to highlight the most popular blog posts of the year. They cover a wide range of topics, from quality monitoring to call center outsourcing to agent training to customer experience and more. 10 Call Center Quality Monitoring Best Practices for Process Improvement.

outsourcing 90

outsourcing Contact Center Call Center Metrics 90

Aspect

AUGUST 21, 2019

ACE Europe 2019 is here and is set to be our most insightful instalment yet, with users and influencers given the opportunity to exclusively learn about the new Aspect, hear our latest product roadmap and discover the latest trends in workforce optimisation , interaction management and engagement analytics.

Best practices 70

Best practices Self service Analytics Education 70

Uniphore

JULY 21, 2021

Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas. According to Gartner, customer service leaders should focus on these seven knowledge management best practices for improved customer service.

Best practices 52

Best practices Customer Service Management Contact Center 52

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Author: Anne Beghin - Project Manager Optimizing CX with Eptica Given the importance of customer experience to the bottom line , it is vital that brands understand how they are performing on a day to day basis.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes. Follow on Twitter: @Hyken.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). With this in mind, we’ve rounded up the most important and fascinating CX predictions for 2019, and provided our own thoughts on what they mean and how they will impact businesses in future. Customer experience matters, a lot. The lesson?

Gamification 116

Gamification Airlines Contact Center B2B 116

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas. Paul Stockford, Chief Analyst at Saddletree Research, attended SNUG for the first time in 2019.

Gamification 75

Gamification Contact Center Coaching Education 75

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Customer Service 75

Customer Service Self service Best practices Metrics 75

Squelch

DECEMBER 17, 2019

December 17, 2019 – Squelch, Inc. , the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been declared a finalist in the international Cloud Computing Awards program, The Cloud Awards.

Upselling 80

Upselling SaaS Best practices Customer Support 80

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Livepro

JUNE 19, 2019

livepro’s fourth annual Customer Experience Knowledge Management Forums are back this year bringing you the best and newest trends in Staff Engagement and Artificial Intelligence! Attendees this year will enjoy keynote presentations from: KEYNOTE SPEAKER SYDNEY 25th JULY 2019. Topic: ‘AI for Customer Service’.

Government 75

Government Gamification outsourcing Consulting 75

Aspect

AUGUST 7, 2019

If you missed ACE 2019 last week you may have been suffering from some serious #FOMO (fear of missing out). Then they learned how to input the results into the Aspect WFM system and best practices for fine-tuning forecasting results. The post ACE 2019 Recap: Aspect Master Program appeared first on Aspect Blogs.

Interactive Voice Response 73

Interactive Voice Response Best practices Feedback Management 73

Talkdesk

FEBRUARY 5, 2019

Enterprise Connect 2019 is only two months away and we couldn’t be more excited. Connect with other contact center leaders from around the world and learn their best practices while enjoying appetizers, drinks and live music. Talkdesk strives to enable contact centers to make customer experience their competitive advantage.

Enterprise 76

Enterprise Education Best practices Contact Center 76

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. This Canadian customer experience-obsessed organization is a vibrant and integral part of the North American CS and CX verticals. 6 Must-Read Customer Experience Trends in 2019.

CCNG 102

CCNG Customer Service Education Contact Center 102

InGenius

DECEMBER 19, 2019

With 2019 coming to a close, Upland Software raised a toast to the team and took a retrospective look at the successes of the past year. Upland made multiple acquisitions in 2019, including the team here at InGenius, giving us a leg up to herald in the new decade for even greater success. All companies are shaped by their customers.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

CrazyCall

JANUARY 11, 2019

Let’s start and talk about sales trends in 2019! Top companies try to be part of this sale trend in 2018 and are going to continue it in 2019. Stay ahead of competitors and bring your top game to deliver the best customer experience. How to deal with customers losing trust? Sales trend no.1

Sales 83

Sales Advertising Marketing Chatbots 83

Eptica

MARCH 13, 2019

Date: Wednesday, March 13, 2019 Author: Pascal Gauvrit - CTO Google, the GDPR, customer experience and trust. Published on: March 13, 2019. In February 2019, French regulator CNIL fined Google £44 million (€58 million) for non-compliance. 5 books to help you build trust across the customer journey.

Customer Experience 76

Customer Experience SaaS Best practices Personalization 76

DMG Consulting

JULY 31, 2019

DMG Consulting Releases 2019 Call Tracking Product Report. What: Releases 2019 Call Tracking Product Report . When: Today, 17 July 2019. This results in higher conversion rates, increased revenue, improved brand loyalty and an enhanced customer experience.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. Here are my recommendations for must-see sessions: The Basics of Customer Experience.

Technology 40

Technology Customer Experience Journey mapping Best practices 40

Aspect

OCTOBER 21, 2019

Before the holiday season gets into full swing, join us at LISTEN 2019 at the Margaritaville Beach Resort in Hollywood Beach, Florida November 4-6, 2019. More engaged agents, higher quality customer interactions, and improved customer experience all at a lower operating cost. Cheeseburger in Paradise. Come Monday.

Best practices 48

Best practices Quality management Consulting Consulting 48

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. the stuff that Customer Success teams are really meant to do).

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Fonolo

NOVEMBER 29, 2018

No, it’s the top contact center trends to watch for in 2019. As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

SharpenCX

APRIL 21, 2020

Download Now: Share these 7 projects with your VP of Ops and ban together to get rid of the uncertainties and inefficiencies in your customer experience. And while a LinkedIn study from October 2019 found that 82% of workers wished they could work from home at least part of the time: it’s not as easy as it looks.

Best practices 76

Best practices Management Coaching Metrics 76

CX Accelerator

MAY 25, 2022

Your company will choose which channels to configure for customers to reach out. A customer experience team had to plan it out and set this all up on the back end. Deliberate decisions were made to make sure that the communication channels are easy to access and actually work to get messages from customers to the support teams.

Customer Support 316

Customer Support Wait times Best practices Self service 316

NICE inContact

JULY 14, 2020

Many consumers needing customer support, especially younger ones, want to interact with businesses through private social messaging apps, such as Facebook Messenger, WhatsApp, and Twitter Messenger. This is one of many things we discovered while conducting research for the 2019 NICE inContact Customer Experience (CX) Benchmark.

Customer Experience 62

Customer Experience Benchmark Customer Support Best practices 62

Etech GS

APRIL 30, 2019

It should come as no surprise that negative customer experience with a company’s contact center poses a huge threat to the consumer’s loyalty to that product or brand. Customers have more options than ever, and competition is fierce. Best practices for applying self-service options are –.

Contact Center 71

Contact Center Coaching Feedback Healthcare 71

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. You might also be interested in these posts: Could you be doing more to understand your customers?

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Eptica

SEPTEMBER 4, 2019

Date: Wednesday, September 4, 2019 Author: Pauline Ashenden - Marketing Manager How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience. Published on: September 04, 2019. That’s why so many successful companies operate Voice of the Customer (VoC) programs.

Finance 62

Finance Customer Experience Best practices Customer effort 62

TRUSTID

JANUARY 20, 2019

Each year, contact center managers do what they can to save money and improve the customer experience. The bottom line is, incorporating best practices for caller authentication strengthens an organization’s customer environment against fraudsters, who look for and target contact centers that rely on KBA to identify callers.

Interactive Voice Response 57

Interactive Voice Response Contact Center Call Center Best practices 57