Brad Cleveland Blog

OCTOBER 28, 2013

ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services.

Multichannel 20

Multichannel Best practices Contact Center Customer Service 20

VocalCom

AUGUST 5, 2019

And if customers enjoy the perks of this technology, it is because the contact centers that are using it are driven to be more efficient. Here are five benefits of conversational AI for the contact center. Superior customer service. When customers have simple questions, AI can power self-service at any hour.

Contact Center 48

Contact Center Contact center software Chatbots Self service 48

Eptica

JANUARY 12, 2017

To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. How can companies make the switch to digital and thrive in a multichannel world? How can this disconnect be overcome?

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Hodusoft

APRIL 5, 2023

No matter how much one invests in buying the highest quality of equipment and hiring the most qualified people, a call center would not succeed in its purpose and goals if the management is inefficient. That’s why it’s extremely important to manage call center operations as efficiently as possible. Read on to know more.

Best practices 52

Best practices Call Center Management call center software 52

VocalCom

SEPTEMBER 2, 2019

In addition to studying your key performance indicators, look closely at your call and written transcripts to determine which keywords reappear. The CMO Club points out that 55% of companies have no multichannel strategy in place. The post How to Optimize Your Omnichannel Strategy appeared first on Vocalcom Blog.

Multichannel 48

Multichannel Contact center software CRM Contact Center 48

Vonage

FEBRUARY 23, 2017

During our study into serial switchers, we discovered the collective price paid by businesses that don’t nail their customer service totals $62 billion per year. According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Customer service centers need updating.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Brad Cleveland Blog

MAY 8, 2015

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 20

Brad Cleveland Blog

MAY 8, 2015

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 20

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Contact Center . The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

VocalCom

JULY 2, 2020

The necessary acceleration of contact centers’ digitalization will bring to the fore the crucial value of the human touch. Digitalization is quickly sweeping through contact centers. However, this does not mean that agents will totally disappear from contact centers. Dealing with Greater Complexity.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Nicereply

NOVEMBER 12, 2019

Oracle did a study that confirmed that 86% of buyers will pay more for a better brand experience, but only 1% feel that vendors regularly meet their expectations. You create a visualization of all of the points in your customers’ lifecycle, from their first view of your blog all the way through to their point of churn.

Journey mapping 75

Journey mapping Customer Experience Multichannel Contact Center 75

Eptica

JANUARY 6, 2016

However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. In descending order the top 5 blogs were: 1. ’, pointed to the difficulties of making it happen.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

VocalCom

FEBRUARY 12, 2018

A recent study by Conduent, which surveyed customers in the U.S. This statistic is hardly unique, as many studies reveal the same sentiment. Take measures to enforce security within the contact center and from the customer’s side. The post How to Optimize Digital Customer Engagement appeared first on Vocalcom Blog.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

Eptica

MARCH 16, 2016

In a recent Forrester blog and podcast, analyst Maxie Schmidt-Subramanian outlines three ways that companies can introduce emotion-based metrics – and convince senior managers that emotion has an impact on the bottom line: 1. So, how can brands ensure they are taking emotion into account? Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

VocalCom

MARCH 26, 2018

Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. A BT study found that, while 73% of respondents liked using digital self-service tools, 92% experienced problems using them. So what does this mean for your brand?

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

VocalCom

MARCH 19, 2018

According to a study by Collective Bias, 70% of millennial customers are influenced by their peers when making purchasing decisions. In addition, the study revealed that 30% of consumers are more likely to purchase a product recommended by a blogger who is not a celebrity. Greater peer influence.

Customer Service 90

Customer Service Contact center software Chatbots Entertainment 90

OctopusTech

SEPTEMBER 9, 2023

Call center outsourcing refers to a strategic business decision made by a company to delegate its customer support inquiries from a third-party source often called a Business Process Outsourcer (BPO) rather than hiring an in-house team of employees. As per reports by Technavio , this industry is expected to grow by 3% from 2019 to 2023.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

VocalCom

FEBRUARY 5, 2018

According to a study of customer emotions conducted by Motista, customers who feel both satisfied and emotionally connected to a brand are 52% more valuable than those who are just highly satisfied. As a Walker study affirms, by 2020 customer experience will overtake price and product as the key brand differentiator.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

VocalCom

NOVEMBER 5, 2018

A Google study found that 59% of customers who call a brand in the middle of a purchase want a quick answer. The same Google study found that consumers are more likely to call a company when making a high-value purchase, such as a car or trip. The post 4 Reasons Customers Want to Speak to Your Brand appeared first on Vocalcom Blog.

Contact center software 59

Contact center software Contact Center Technology Personalization 59

VocalCom

OCTOBER 24, 2017

A global study entitled “The Self-Service Economy” found that 70% of customers expect a self-service option for handling commercial questions and complaints, highlighting the importance of automation for great customer experiences. The post 5 Ways to Optimize Self-Service Practices appeared first on Vocalcom Blog.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

VocalCom

DECEMBER 4, 2017

With AI, brands are expected to save even more: According to a study by Juniper Research, chat bots may help cut business costs by more than $8 billion per year by 2022. AI can generate more leads, offer more accurate prospect information using advanced algorithms, and improve productivity in the contact center—all leading to increased sales.

Sales 0

Sales Contact center software Self service Contact Center 0

VocalCom

MARCH 18, 2019

A study conducted by SuperOffice found that the average company takes just over 12 hours to respond to emails. However, another study by Toister Performance Solutions, Inc. The post 6 Tips for Sending Perfect Customer Service Emails appeared first on Vocalcom Blog. Don’t waste time.

Customer Service 59

Customer Service Contact center software Self service Contact Center 59

VocalCom

JANUARY 22, 2018

A Wunderman study found that 56% of customers feel more loyal to companies that demonstrate a deep understanding of their preferences and priorities. The post 5 Ways Personalization Drives Sales Success appeared first on Vocalcom Blog. They become loyal customers.

Personalization 90

Personalization Sales Contact center software Upselling 90

VocalCom

FEBRUARY 27, 2018

A recent Twilio study found that 9 out of 10 consumers want to use messaging programs to contact brands. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

VocalCom

NOVEMBER 26, 2018

According to a study by Corporate Executive Board, reducing customer effort is key to earning long-term loyalty. For example, long average handling times may indicate miscommunication among departments or insufficient use of contact center technologies such as CRM databases. The truth is, not much.

Customer effort 48

Customer effort Average Handle Time Contact center software Interactive Voice Response 48

VocalCom

JULY 30, 2018

Study social media habits and comments. Study their habits to determine which channels they use most frequently and at which times. For example, customer comments on review websites and blogs should not be neglected. The post 5 Ways to Better Understand Your Customers appeared first on Vocalcom Blog.

Journey mapping 48

Journey mapping Contact center software Surveys Feedback 48

VocalCom

FEBRUARY 19, 2018

According to a Wistia study, two minutes is an ideal length of time for a brand video. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Contact center software 96

Contact center software Entertainment Advertising Contact Center 96

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. A contact center is considered successful if it’s customer-centric.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Verint

SEPTEMBER 13, 2017

However, in the digital, multichannel customer engagement world of today, the evolving and more astute customer base has higher expectations, as well as a strong desire to do things themselves via self-service applications. Those leaders are followed by social media (25%) and blog posts (20%).

Self service 26

Self service Multichannel Management Enterprise 26

OctopusTech

MARCH 27, 2023

An omnichannel contact center is a crucial part of this effort, as it enables companies to communicate with customers across multiple channels, including phone, email, chat, social media, and more. What is an Omnichannel Contact Center? How does an Omnichannel Contact Center work?

Contact Center 62

Contact Center Multichannel Interactive Voice Response Call Center 62

VocalCom

DECEMBER 25, 2017

According to a Forrester study, 50% of shoppers expect to be able to purchase online and pick up in-store. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Contact center software 88

Contact center software Surveys Contact Center Customer retention 88

Babelforce

AUGUST 5, 2021

For a long time, that was as “multichannel” as it got. These days, inbound contact centers struggle to keep up with the number of viable channels. Omnichannel vs. multichannel: more different than you think? Omnichannel and multichannel strategies both offer customers multiple contact channels.

Multichannel 98

Multichannel Contact Center voip CRM 98

VocalCom

DECEMBER 10, 2018

Indeed, a Big Commerce study states that 51% of Americans prefer to shop online, and a whopping 96% of this demographic has made an online purchase in their life. A RetailDIVE study found that 62% of consumers prefer shopping in-store rather than online because they want to see and try out products before making a purchase.

Contact center software 54

Contact center software Telecommunications Contact Center Chatbots 54

VocalCom

FEBRUARY 18, 2019

While some customers may enjoy earning loyalty points toward a major discount, some studies have shown that paid loyalty programs may actually be more worthwhile for customers and companies alike. The post How to Win (and Keep) Customer Loyalty appeared first on Vocalcom Blog.

Contact center software 48

Contact center software Customer centricity Advertising Contact Center 48

VocalCom

MAY 20, 2019

A Nielsen study once concluded that 92% of consumers believe suggestions from their family and friends more than advertising. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Contact center software 54

Contact center software Self service Advertising Contact Center 54

VocalCom

JULY 31, 2017

For this reason, many companies are using customer journey mapping to study the user experience and learn where improvements can be made. The same study reveals tremendous potential for increased sales. The post 5 Key Benefits of Customer Journey Mapping appeared first on Vocalcom Blog. Increased sales.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

VocalCom

OCTOBER 16, 2017

Conversely, ignoring complaints is highly damaging—a Conversocial study found that 88% of consumers are less likely to purchase from brands that do not answer complaints on social media. Indeed, a study by Bain & Company found that customers spend 20-40% more when companies engage and respond on these platforms.

Customer Service 54

Customer Service Contact center software Customer advocacy Contact Center 54