Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. When: April 7-10, 2019.

Customer Service 108

Customer Service Contact Center Engineering Education 108

Russel Lolacher

MARCH 8, 2020

According to Pew Research , this generation was born between 1981 and 1996 (ages 23 to 38 in 2019). By being authentic and honest, embracing the opportunity to truly connect with your customers by showing up on social media, you have an amazing opportunity to build trust with this media-savvy generation. Millennials aren’t young.

Customer Care 80

Customer Care Advertising Marketing Engineering 80

Working Solutions

JANUARY 22, 2019

Each year, achieving superior customer care becomes a bit more challenging for businesses. Here’s a look at what to expect in 2019 customer service trends. The 7 Top Customer Service Trends for 2019 1. Speed will be king.

Customer Service 77

Customer Service Customer Care Customer Experience 77

NICE inContact

SEPTEMBER 5, 2019

But first, be sure to review our latest 2019 NICE inContact CX Transformation Benchmark. The post Artificial Intelligence is Transforming Customer Care appeared first on NICE inContact Blog. For CX leaders seriously thinking about strategic investments, now is the time to lay the groundwork for AI.

Customer Care 55

Customer Care Contact center software call center software Benchmark 55

BlueOcean

AUGUST 27, 2020

And, of course, your company’s plan to launch a new outsourced customer care program. Your customers are already struggling with the times, and now you’re thinking about overhauling the customer care process? Check out these articles: 60 Customer Care RFP Questions for the Contact Center of 2020.

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outsourcing Customer Care Government Contact Center 62

Helpware

JUNE 21, 2019

We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019!

Customer Service 76

Customer Service Customer Care 76

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry.

Chatbots 59

Chatbots Customer Care Metrics Contact Center 59

Skybridge

NOVEMBER 12, 2020

This is what 2021 looks like without customer experience strategy…. You risk pushing your visitors away with the now outmoded 2019 experience of paper badges and long check-in lines. Let’s get to the root of this, not only from the perspective of 2021 customer experience trends. You are in event planner or trade show organizer.

Customer Care 52

Customer Care Government Self service Education 52

ShepHyken

DECEMBER 9, 2019

For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. The post 5 Top Customer Service Articles for the Week of December 9, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

Contact Center Pipeline

JULY 30, 2019

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage.

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Contact Center Customer Care Technology Call Center 240

BlueOcean

APRIL 15, 2019

How outsourcers build that connection between agent/customer/client brand is the secret sauce – and if you are going to RFP for a new customer care provider, that’s where you should be probing for specific examples and process details. Empowering Your Team to Deliver Kick-Ass Customer Experience. Read this next!

Customer Care 75

Customer Care Coaching outsourcing Contact Center 75

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

VHT

SEPTEMBER 20, 2018

That means we need to start thinking about planning and scheduling for the best 2019 contact center conferences. Here are some of the most anticipated 2019 contact center conferences that are definitely worth your time to attend. CCW: Customer Contact Week – Austin, TX – Dates TBD. Website: [link]. Website: [link].

Contact Center 48

Contact Center Real estate Chief Customer Officer B2B 48

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. DMG expects revenue in the call tracking market to grow by 10% – 15% in each of the next 3 years, 2019 – 2021. Improved marketing effectiveness for the digital era.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

Aspect

NOVEMBER 4, 2020

The headcount has grown to 424 employees that currently work across various departments including consolidated customer care, professional services, research & development and sales in one center. . Our center of excellence for professional services delivers 45K+ customer hours annually.

Customer Care 127

Customer Care Sales 127

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. 11/12/2019. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. When: Today, 12 November 2019. improvement.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Aspect

AUGUST 12, 2019

One of the most anticipated sessions of ACE 2019 kicked off on Tuesday, July 30 with an energizing introduction from Aspect CMO Michael Harris, followed by CEO Patrick Dennis sharing observations from his first 175 days. Moving forward, we’ll continue to focus on living up to the commitments we make to our customers.

Engineering 103

Engineering CRM Technology Feedback 103

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. When: Today, 3 October 2019. OnviSource is covered at a high level.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. When: Today, 28 August 2019.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. When: Today, 5 June 2019. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. compared to 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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

Working Solutions

JANUARY 10, 2019

Is your customer care team ready for the year ahead? From expanding your tech footprint to using home-based agents, here are 5 key call center tips for 2019. From a greater emphasis on social media to the importance of off-site flexibility, we recently explored the top customer service trends to expect in 2019.

Call Center 40

Call Center Customer Care Customer Service outsourcing 40

Calabrio

MAY 28, 2019

The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM). This distinction is based on 115 customer reviews that overall rate Calabrio 4.4 out of 5 as of May 23, 2019 for WEM. Read the full review.

Management 79

Management Finance Call Center Customer Care 79

Avaya

MARCH 19, 2019

This blog was first published Jan 31, 2019 on the C3i Solutions blog. It’s time to prepare for the growth of digital and social in customer care in 2019. Social Media for Customer Care. However, poor customer service can impact the bottom line. You can read more about the Spiceworks survey here.

Customer Care 45

Customer Care Surveys Technology Marketing 45

Aspect

AUGUST 16, 2019

We were excited to welcome these GEM of the Year Award Winners to ACE 2019 and a session at the Finish Line Theater: Brian Azuogu, System Administrator, Christus Health TLRA. The post ACE 2019 Recap: GEMs of the Year appeared first on Aspect Blogs.

Engineering 64

Engineering Quality management Customer Experience Management 64

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. When: Today, 23 May 2019. Botanic Technologies and Capito.ai

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 48

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Sales 71

Sales Customer Service outsourcing Government 71

Working Solutions

FEBRUARY 7, 2019

Creating a superior customer experience in 2019 is no small challenge. With the rapid proliferation of a dizzying variety of consumer technologies, customers are now interacting with businesses on dozens of communications channels. Yet, it’s also […].

Multichannel 79

Multichannel Customer Care Technology Customer Experience 79

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. Differentiated and compelling capabilities driving growth.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Helpware

JUNE 21, 2019

We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019!

Customer Service 40

Customer Service Customer Care 40

Livepro

SEPTEMBER 17, 2019

Our 2019 forums are done and dusted. We can finally reveal this year’s livepro, Customer Service Knowledge Management Awards winners. In August 2018 535 errors were recorded, compared to April 2019, only 107 errors were recorded. The post livepro CX Knowledge Management Awards 2019 appeared first on livepro.

Management 40

Management Feedback Best practices Customer Care 40

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 – 2019 Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

Aspect

FEBRUARY 8, 2019

The post Stay connected – treffen wir uns der CCW 2019 in Berlin? Ob im Demo-Forum oder an unserem Stand: Wir freuen uns auf den persönlichen Kontakt! Weitere Informationen, Gutscheincode für kostenlosen Messeeintritt und CCW-Terminanfrage. appeared first on Aspect Blogs.

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Self service Management Customer Care Customer Experience 59

CSM Magazine

JANUARY 17, 2020

For instance, Root, which raised another $350 million in 2019, uses AI to assess the individual risk level based on driving behaviours and patterns and then matches each driver to the right car insurance policies. An increasing number of insurers are offering additional services such as roadside assistance to differentiate themselves.

Customer Care 52

Customer Care Accountability Customer Support Customer Service 52

BlueOcean

NOVEMBER 25, 2019

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Customer Kudos.

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Customer Service outsourcing Feedback Customer Care 62