TechSee

AUGUST 14, 2023

If you missed the 2022 list, you can check it out here. He is currently the Strategy & Optimization Czar at Call Design North America (CDNA), the leader in workforce management solutions for contact centers. He has over 20 years of customer service, sales, and management experience, with a laser focus on contact centers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CX Accelerator

JULY 1, 2020

Even for prepared companies, this pandemic definitely battle tested the maturity of those BC plans and their digital maturity. However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Uniphore

JANUARY 25, 2022

Ah, 2022, a new year. After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” Here are some of my predictions for 2022…. 1 tech trend for 2022. Expect more companies to follow suit in 2022 on the CX side.

Healthcare 52

Healthcare Banking Enterprise Automotive 52

CX Accelerator

JULY 1, 2020

Even for prepared companies, this pandemic definitely battle tested the maturity of those BC plans and their digital maturity. However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. McDermott recognizes that the contact center as a cost center is a strong mentality. However, Shopify recognizes that the contact center employees were the ones talking to customers.

Contact Center 195

Contact Center Upselling Education Engineering 195

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. But does it have to?

Quality management 69

Quality management Coaching Contact Center Metrics 69

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. In a 2022 Qualtrics study , 63% of consumers surveyed said businesses need to do a better job of listening to feedback.

Feedback 79

Feedback Surveys Contact Center Engineering 79

DMG Consulting

MAY 4, 2022

May 2022 By Donna Fluss. I can say this definitively because I have worked in hundreds of contact centers over my many years as a consultant and have seen “the good, the bad and the ugly” (to borrow the title of a Clint Eastwood film). When a contact center has a high agent attrition rate, the reasons are obvious.

Contact Center 48

Contact Center Benchmark Consulting Consulting 48

Cisco - Contact Center

MARCH 17, 2019

Here’s a capsule summary: Communications & Collaboration Platforms 2022: Is the Transition Underway? Scott Hoffpauir discusses the enterprise search for new productivity platforms, and what collaboration and communication solutions will look like in 2022. Video Conferencing and AV 2022: Realizing the Promise?

Enterprise 40

Enterprise Contact Center Government Technology 40

NobelBiz

FEBRUARY 17, 2023

Since SL is a KPI, specific contact centers may use alternative definitions to their advantage to manipulate the data. Consider the possibility that contact centers could efficiently deliver better SL figures if they increased the target time restriction, for instance, from 20 to 30 seconds. It’s that easy.

Service level 52

Service level Call Center Abandon Call First call resolution 52

JustCall

NOVEMBER 22, 2022

Setting up an inbound call center is not as easy as it seems. Without effective inbound call center strategies , a company cannot delight its customers. Read on to understand how to craft an effective inbound call strategy in 2022. A contact center will also have the required tools to assist the employees.

Call Center 52

Call Center Interactive Voice Response Abandon rate Customer Support 52

Vistio

JANUARY 13, 2022

The CX world is ours for the taking, I feel like in terms of just being able to do some amazing things in 2022. We play a lot of those, but I’ll occasionally dabble into some other more, I guess, edgy gaming categories, but I definitely am a family gamer. It did definitely start as a passion project back in 2017.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

The CX world is ours for the taking, I feel like in terms of just being able to do some amazing things in 2022. We play a lot of those, but I’ll occasionally dabble into some other more, I guess, edgy gaming categories, but I definitely am a family gamer. It did definitely start as a passion project back in 2017.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Set up chatbots for a 24/7 contact center. The Ecommerce industry has seen an impressive development in recent years.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Lumoa

APRIL 28, 2024

Similarly, the pricing for Medallia is definitely on the higher side, especially for smaller businesses or organizations with budget limitations. Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022.

Feedback 83

Feedback Consulting Consulting Enterprise 83

NobelBiz

MARCH 26, 2020

In our industry, contact centers, it means agents can talk to people on Facebook Messenger, Twitter, WhatsApp, Telegram, webchat, and all the other communication channels they have in their business. For Contact Centers, Omnichannel means you’re being smart when you’re using all the channels you have at your disposal.

Multichannel 52

Multichannel Contact Center Call Center Scripts 52

ShepHyken

MARCH 20, 2023

Will ChatGPT Replace The Contact Center Agent? Contact numbers are hard to find. Wait times to speak to an operator are long — one industry analyst estimated the average wait tripled from 2020 to 2022 and says he believes they still are a third worse than before the pandemic.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Global Response

JANUARY 9, 2023

Business leaders agree: 64% of business leaders surveyed in 2022 said that customer service has a positive impact on their company’s growth, and 60% said that it improves customer retention. While outsourcing isn’t for everyone, for many companies, the pros definitely outweigh the cons. When Should You Outsource Your Customer Service?

outsourcing 62

outsourcing Customer Service Business Process Outsourcing Contact Center 62

NobelBiz

MAY 22, 2023

Superior quality: With high-definition audio and video capabilities, modern systems provide excellent call quality. According to Aberdeen Group , 90% of contact centers that switched to the cloud did so for financial flexibility. billion by 2030, with a remarkable CAGR of 18% from 2022 to 2030.

voip 52

voip Contact Center Call Center Interactive Voice Response 52

Global Response

JANUARY 23, 2023

Specific goals have clear definitions, numbers and objectives that make it clear what you’re going to accomplish and how. Increase our inbound sales leads by 30% in Q1 compared to Q1 of 2022.” Scale our 2-person call center team to a team of 1,000 employees managing every aspect of customer service.”

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. The Kodak example – definitely not a Kodak moment.

Customer centricity 52

Customer centricity Advertising Technology Marketing 52

Netomi

JANUARY 5, 2023

According to Forrester’s US 2022 Customer Experience Index rankings, CX quality fell for almost a whopping 20% of brands in 2022. In 2022, only 3% of US companies were putting customers at the center of their leadership, strategy, and operations—a decrease of 7 percentage points from the prior year.

Chatbots 52

Chatbots Scripts Airlines Customer Support 52

Vistio

MAY 28, 2022

Can you tell our listeners a little bit about what are the key elements of setting the correct process specifically contact centers and your service agents to get to the point of delivering an excellent customer experience? The other thing is too if you’ve got a bad process, you definitely can’t automate it with technology.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

Comm100

FEBRUARY 20, 2018

Findings from analysis firm Juniper Research show that Chatbots are expected to trim business costs by more than $8 billion per year by 2022. As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. This is especially true for phone assistance.

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

Russel Lolacher

OCTOBER 24, 2022

The importance of definitions. So let’s start with a definition. So here’s the definition I prefer, an engaged employee is deliberately contributing to organizational success. And what this is, it’s a shared definition of outstanding experience. But 74% of contact center agents are at risk of burnout.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

JustCall

MARCH 9, 2023

billion , from 2022 to 2028, with a CAGR of 21.8%. With so many benefits, it’s no surprise that contact centers around the world are aggressively choosing conversation intelligence software. There’s no definite pricing for conversation intelligence software. How much does conversational intelligence software cost?

Coaching 52

Coaching Sales Chatbots Analytics 52

Russel Lolacher

MAY 8, 2022

But it definitely happens all day long in companies, between coworkers between employees and their and their bosses and vice versa. Well, I am because I’ve spent a lot of time, you know, in contact centers and helping people with that side of the of the customer experience. Connect with Neal on his platforms: Twitter.

Consulting 52

Consulting Consulting Personalization Contact Center 52