BlueOcean

JUNE 10, 2021

Today we look at how this last consideration applies to the way companies are investing in customer care. We took a deep look at recent data published by Ryan Strategic Advisory , surveying more than 600 contact center decision-makers. What’s the Outlook for Contact Center Budgets?

Customer Care 62

Customer Care outsourcing Contact Center contact center solutions 62

Contact Center Pipeline

MAY 28, 2021

May 2021 was packed with virtual industry events. The Pipeline blog also welcomed a steady stream of contact center professionals interested in trends and instructional content for navigating the months ahead as vaccinations continue to rise, businesses restaff and leaders plan for post-COVID customer care operations.

Contact Center 162

Contact Center Customer Care Customer centricity Call Center 162

Spearline

JANUARY 11, 2021

Setting goals early for your contact center is essential to help produce better results on every level, from management to customer. In this article, we take a look at the different steps your contact center could implement to help boost work performance and results. It’s a smarter way of working.

Contact Center 52

Contact Center Morale Wait times Call Center 52

Playvox

JULY 18, 2022

Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. What Causes Contact Center Agent Attrition?

Contact Center 73

Contact Center Technology Employee engagement Cloud contact 73

Hodusoft

JUNE 17, 2021

There is nothing more rewarding than knowing that you are truly serving your customers well. HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. What do our customers say.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Interactions

JUNE 17, 2021

But, we’re halfway through 2021 and it only feels right to do a check-in on where we stand with the evolution of contact centers and changes to customer experience. . Forbes published 11 CX related Predictions for 2021 late last year. The role of the Contact Center has changed”.

Self service 62

Self service Contact Center Customer centricity Customer Experience 62

BlueOcean

JUNE 17, 2021

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. Customer care is often a 24/7/365 job, and the slightest disruption has the potential to impact your reputation and brand loyalty.

outsourcing 71

outsourcing Contact Center Customer Care contact center workforce 71

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. IA proves essential during COVID-19 for customer insights and employee oversight. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Analytics Marketing 62

COPC

NOVEMBER 5, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. WFH Insights.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Skybridge

APRIL 12, 2022

In their recent 2021 survey of contact center leaders, Deloitte Digital explores how post-pandemic contact centers are rapidly evolving into customer experience (CX) hubs. By the end of last year, fewer than one-third of contact centers had fully transitioned to cloud technology.

Contact Center 52

Contact Center Customer Care Engineering Surveys 52

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

NobelBiz

FEBRUARY 22, 2023

For the contact center industry, customer relationships management has also dramatically shifted. This revolution of channels must enable contact centers to make client relationships even more distinctive by personalizing them and creating a genuine consumer experience.

Contact Center 52

Contact Center Scripts Customer Care contact center solutions 52

NobelBiz

FEBRUARY 22, 2023

For the contact center industry, customer relationships management has also dramatically shifted. This revolution of channels must enable contact centers to make client relationships even more distinctive by personalizing them and creating a genuine consumer experience.

Contact Center 52

Contact Center Scripts Customer Care contact center solutions 52

ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. Forward-thinking businesses have been leveraging conversational AI tools for years—not only to enhance the customer experience, but also to empower contact center agents with the resources they need to do so.

Customer Service 164

Customer Service Construction Contact Center Scripts 164

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. CX Best Practices: Learning from AWS Contact Center Day by Sébastien Stormacq. (No Follow on Twitter: @Hyken.

Customer Service 67

Customer Service Best practices Metrics Customer effort 67

SharpenCX

NOVEMBER 11, 2020

While the change was largely unwanted and certainly uncomfortable, the customer service industry didn’t implode. Operational leaders like you realized that you might not need a 12-month process to purchase a new contact center platform. First up in the future of customer service? It’s expected to spike by 300% in 2021.

Customer Care 67

Customer Care Customer Service Self service Coaching 67

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. New Challenges for Call Centers in 2021. Keep reading to see what is on the radar for 2021.

Call Center 376

Call Center Technology Banking Contact Center 376

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. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

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. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 12/11/2019. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Marketing 48

BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Now, as we roll toward 2021, training teams can focus on driving improvement. The post The Pivot to 100% Remote Training in the Contact Center appeared first on Blue Ocean.

Contact Center 62

Contact Center Virtual Agent Best practices Personalization 62

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. in 2018, 23% in both 2019 and 2020, and 21% in 2021. 11/30/2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

TechSee

APRIL 10, 2018

Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. By 2021, Gartner estimates the market will increase in size to approximately $46 billion. Capturing the opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

Skybridge

APRIL 14, 2021

Indeed, many “customer-centric” brands of the pre-2020 era are coming to the sobering realization that, in order to fully rebound, they’ll need to do a lot more than “re-open” or scale up. For many organizations, success in 2021 and beyond will require a reassessment – and radical redefinition – of “customer-centricity” in a post-COVID world.

Customer centricity 52

Customer centricity Customer Care Self service Personalization 52

LiveVox

DECEMBER 27, 2021

2021 and 2022 were fraught with unprecedented challenges. From an impromptu shift to working remotely to an uptick in inbound volumes, customer care teams were on the frontlines of work disruption this year. This year has presented many new challenges in customer service.

Call Center 52

Call Center Customer Service Customer Care Contact Center 52

COPC

OCTOBER 22, 2021

Our certification services are based on the COPC CX Standard, a performance management system for contact centers and CX operations. The COPC CX Standard is available in three versions: Contact Centers, Release 7.0. Customer Operations, Release 7.0. This interview was conducted in August 2021 by COPC Inc.

At home agents 52

At home agents Technical Support Best practices Contact Center 52

Quiq

SEPTEMBER 29, 2021

Quiq Launches Conversational Commerce Payments and Conversational Surveys Share This Story Secure, in-conversation payments allow brands to complete transactions seamlessly while chatting with customers on SMS, web chat, and other channels; Surveys inform retailers with a multi-channel, real-time customer feedback loop.

Surveys 89

Surveys APIs Feedback Enterprise 89

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

outsourcing 62

outsourcing Customer Care B2B Contact Center 62

Outsource Consultants

JANUARY 24, 2022

2022 Update: Of all the industries to potentially disrupt the contact center industry in the Philippines, one has stood out: Online gambling. One of the biggest challenges to the contact center industry has been the loss of available office space to these gambling establishments. The Impact of COVID.

outsourcing 128

outsourcing Real estate Government Call Center 128

Interactions

AUGUST 19, 2021

The optichannel experience offers customers the best channel based on the scenario, transaction type, history, and person’’s preference. . 3) Customer Care Today: The top 4 things consumers want you to know. What do customers really think about customer service? 5) Are 2021 CX Predictions holding up?

Best practices 62

Best practices Wait times Surveys Contact Center 62

ViiBE Blog

JANUARY 19, 2022

Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. At a time when 92% of customers expect their customer care contact levels to be just like what it was pre-pandemic, companies have to ensure that customers get a good service experience and do not leave.

Customer Service 52

Customer Service CRM Abandon rate Transportation 52

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Contact Center workload management.

Technology 122

Technology Customer Service Gamification Contact Center 122

Skybridge

AUGUST 10, 2020

As he argues convincingly for “Scenario Planning,” Wunker points to the reality that just about every customer contact center has been living since March of this year: “ While some were poised to respond to the turbulence that coronavirus introduced to business environments, most were not.” . contact-form-7].

Customer Care 52

Customer Care Healthcare Contact Center outsourcing 52

DMG Consulting

OCTOBER 17, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting’s third report on robotic process automation (RPA) focuses on contact center, back-office and enterprise uses of this technology. When: Today, 3 October 2019.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JULY 31, 2019

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. This results in higher conversion rates, increased revenue, improved brand loyalty and an enhanced customer experience. What: Releases 2019 Call Tracking Product Report .

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48