Eptica

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates. Preparing for future customer service challenges.

outsourcing 121

outsourcing Customer Service Cloud contact Best practices 121

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

Cloud contact 66

Cloud contact Self service Contact Center Virtual Agent 66

Call Experts

FEBRUARY 12, 2020

Add and enable support features to applications and relationship management software with efficient service. Ensure secure and real-time communication for your customers and their associated support data. . More Blogs Menu. Key 2020 Trends: Cloud Contact Centers. How Contact Centers Manage the Holiday Rush.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Aspect

JANUARY 3, 2018

Continuous and Seamless Upgrades – Updates to large on-premises software systems such as CRM, ERP, accounting and customer service can be expensive and disruptive. With SaaS, upgrades are made continuously in the cloud, at no extra charge, with no changes or interruptions to the customer’s operation.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

VocalCom

JULY 16, 2020

Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents. SIMPLIFY employs 250 associates. About Vocalcom.

contact center solutions 62

contact center solutions Cloud contact Contact Center Coaching 62

VocalCom

MAY 13, 2020

As the current COVID-19 pandemic continues to impact businesses across the world, many retailers have been forced to rethink their customer service practices. Beter Bed chooses Vocalcom Salesforce Edition Cloud Contact Center Solution. Managing call volumes and new web callback functionality.

contact center solutions 62

contact center solutions Cloud contact Contact Center Inbound sales 62

NICE inContact

MARCH 22, 2016

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In addition to an assessment of the leading contact center vendors, the IDC MarketScape identified some important trends in the larger customer service market.

Cloud contact 86

Cloud contact Contact Center Marketing Technology 86

OctopusTech

FEBRUARY 13, 2018

Cloud Contact centers have been gaining popularity recently. Don’t get me wrong, I am not against the traditional call centers or anything, all I am saying is that its time they need to more able to quickly adjust to different customer demands or market fluctuations, to be quicker in comprehension etc. Quality Customer Service.

Cloud contact 59

Cloud contact Contact Center Customer Experience Call Center 59

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Customer First” drives success. Customer service has become the top business priority. Video enablement: either use internally to manage remote agents, or externally for communications with customers. 43% using video for customer interactions, and 67.2% New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Eptica

NOVEMBER 24, 2022

Author: Pauline Ashenden - Demand Generation Manager Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease. 3 key CX gaps between companies and their customers. How are banks meeting changing customer service needs?

Cloud contact 126

Cloud contact Best practices Banking Technology 126

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Blog #3 Seeing is Believing! I n our previous blogs in this series, we explored how Microsoft Teams, when integrated into the Contact Center, helps provide a better experience for the end-customer and how it helps enhance agent productivity. .

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Moreover, these positive engagements drive an improved lifetime value that makes customers feel like returning. Defining Proactive.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

3CLogic

FEBRUARY 7, 2024

Creating a seamless and customer-centric contact center that ensures you’re staying ahead of the competition requires a comprehensive digital transformation strategy. Yet, AI is so much more than a frontline customer service tool! The question is — where do you begin?

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Nicereply

MARCH 8, 2023

Customer service vs. customer success. They both affect customer experience, but are they the same thing? Are you utilizing these tools to give your customers a positive customer experience ? Customer service and customer success sound similar, and they do have some similarities.

Customer Service 52

Customer Service Journey mapping B2C Metrics 52

NICE inContact

SEPTEMBER 11, 2018

The study analyzed the impact of moving to the cloud for several companies, including fashion retailer TechStyle Fashion Group. Unify to Deliver Immersive Customer Experiences. Collecting a diverse range of data and gleaning cohesive insights to meet customer needs better proved to be a significant challenge.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Enghouse Interactive

AUGUST 30, 2021

For example clearing for university places after A-level results are announced in August is the busiest time for higher education institutions, as we explain in this recent blog post. For example, demand for food delivery services dramatically increased during lockdowns. Increase capacity via the cloud. Join it up.

Customer Service 58

Customer Service Self service Cloud contact Chatbots 58

NICE inContact

AUGUST 13, 2019

Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up? You’re at risk of gaining a reputation for poor service and losing customers.

Customer Service 54

Customer Service Cloud contact Contact Center Enterprise 54

JustCall

MARCH 7, 2023

Thanks to cloud contact center solutions, today, organizations can host their contact centers at a third-party data center. It eliminates the need for any on-premise hardware or infrastructure to run a contact center. This blog will discuss the six benefits of cloud-based contact centers.

Contact Center 52

Contact Center Cloud contact Contact center software contact center solutions 52

Hodusoft

MAY 24, 2022

This shows how cloud contact center software is gaining in popularity every passing day. Cloud-based call center software is an excellent way to handle inbound and outbound calls and some form of email support. What are cloud-based contact centers? Cloud-based contact center software is not just the newest trend.

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

NICE inContact

JUNE 20, 2018

Once Hoveround made the move to NICE inContact CXone cloud contact center platform, however, things really took off. The company says that CXone Personal Connection, in particular, has been a real game-changer and in many ways, has revolutionized Hoveround’s contact center.

Customer Service 66

Customer Service Interactive Voice Response APIs Contact Center 66

Callminer

DECEMBER 17, 2019

Cloud contact centers may be more reliable. “Cloud contact centers are 27% cheaper and experience 35% less downtime than their on-premise counterparts.” Many companies are coming up short with customer support. Continuity matters to callers who have contacted support before. ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Eptica

FEBRUARY 5, 2021

Looking forward, the world of work has changed forever, leading to a need for a hybrid working model within customer service. Our blog explains how you can successfully underpin this change with technology – read it here on our parent company Enghouse Interactive’s site. Share this page on: Tweet.

Cloud contact 72

Cloud contact Quality management Marketing Technology 72

West

FEBRUARY 21, 2020

If customer service plays an important role in your business, you’ve probably heard the term “cloud contact center.” But if you’ve had a premise-based contact center for years that’s operated well enough, the idea of having a contact center in the cloud might raise a few questions.

Contact Center 62

Contact Center Cloud contact Customer Service Customer Experience 62

Spearline

JUNE 2, 2022

Tech is more important than ever The first trend to note is that technology, in general, is looking more important than ever to contact centers. In a Gartner poll of customer service and support leaders, respondents said they expected their tech spend to grow substantially in 2022 – up 7.6%. reduction in spending.

Contact Center 98

Contact Center Technology Cloud contact Business Process Outsourcing 98

NICE inContact

OCTOBER 16, 2018

An industry survey of support center professionals reported nearly a third – 32% – indicated that customers had to talk to more than one agent in the course of their call. What’s more, 21% of support centers make customers repeat their story when they are transferred to another rep. Customer service is a great differentiator.

Call Center 104

Call Center Customer Service Surveys Self service 104

TeleDirect

DECEMBER 14, 2023

The most successful companies usually have excellent customer service strategies — regardless of industry. These strategies typically include a dedicated contact center. Contact centers like TeleDirect function as an extension of your company. A great product can only take you so far. Amazingly, it’s not.

Contact Center 62

Contact Center Personalization Cloud contact outsourcing 62

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. What is Customer Satisfaction (CSAT)? What is Customer Effort Score (CES)? 6) Agree.

Metrics 48

Metrics Customer Service Airlines Contact Center 48

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Customer Satisfaction (CSAT).

Metrics 49

Metrics Airlines Customer Service Contact Center 49

VocalCom

MARCH 19, 2018

Sprout Social notes that 73% of social media users follow a brand because they are interested in its products or services. When planning your customer service strategy on social channels, consider these six current trends. Social media is very personal in nature, and that trait applies to social customer service as well.

Customer Service 90

Customer Service Contact center software Chatbots Entertainment 90

VocalCom

MARCH 5, 2018

For this reason, good communication with your customers is the first step toward humanizing each interaction and winning their long-term loyalty. Here are six tips for effective customer service communication on every channel. The agent should introduce himself immediately and ask for the customer’s name if it is unknown.

Customer Service 91

Customer Service Contact center software Wait times Contact Center 91

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Customer Satisfaction (CSAT).

Metrics 49

Metrics Airlines Customer Service Contact Center 49

VocalCom

JUNE 18, 2020

Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019. Want to know more about the evolution of contact centers ?

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

VocalCom

NOVEMBER 27, 2017

As customers continue to seek quick and effortless experiences on the go, social media channels shine as prime platforms for communication. The rise in smartphone use coupled with the explosive popularity of social platforms has transformed customer service expectations, as brands must engage better and faster than ever before.

Customer Service 91

Customer Service Contact center software Customer advocacy Contact Center 91

Cisco - Contact Center

JANUARY 8, 2020

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. Some businesses have near and long-term plans to move to the cloud. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months.

Best practices 63

Best practices Contact Center Cloud contact Enterprise 63

VocalCom

DECEMBER 11, 2017

Lastly, being routed to agents with the appropriate skills ensures that customers get the answers they need every time. Enhancing mobile customer experiences. As smartphone use continues to grow, it’s imperative for brands to offer mobile-optimized customer service.

Interactive Voice Response 89

Interactive Voice Response Customer Service Self service Contact center software 89

VocalCom

FEBRUARY 27, 2018

Many brands believe that chatbots are key to modernizing customer service. It’s still an early stage for chatbots within the domain of customer experience, and companies need to use them prudently. Here are five tips for optimizing the use of chatbots in your customer service strategy.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90