Fonolo

APRIL 18, 2019

Yet, according to the Harvard Business Review (HBR) , “acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” The key takeaway is that you cannot skimp on customer service. So, how do you reduce costs while not damaging your customer service function?

Contact Center 59

Contact Center Customer Service Call Center Scripts 59

Cisco - Contact Center

JANUARY 27, 2020

Delivering superior customer experiences is more important now than it has ever been for companies of all sizes. In a study by Bain & Company, a 10x disparity was found between how brands perceive their customer service and how customers perceive that same service. Cloud-Powering our On-Premises Portfolio.

Contact Center 92

Contact Center contact center solutions Enterprise Cloud contact 92

Serenova

JUNE 24, 2020

In fact, events like the COVID-19 pandemic present unique, valuable opportunities for organizations to provide loyalty-building customer interactions that create long-term growth. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

In fact, events like the COVID-19 pandemic present unique, valuable opportunities for organizations to provide loyalty-building customer interactions that create long-term growth. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

NICE inContact

OCTOBER 21, 2019

When Vera Bradley refocused and listened to customers, zeroing in on important KPIs and overhauling its chat approach, the evolving chat journey was put back on its tracks that led to Vera Bradley’s very successful strategy today. The abandonment rate today, by the way, is less than 5 percent, and productivity has improved by 10-15 percent.

Abandon rate 48

Abandon rate Cloud contact Contact Center Management 48

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Some brands have even gone as far as embedding this methodology and mindset into customer service teams as well.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. This negatively impacts the cost analysis for on premise solutions in favor of Cloud.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Contact Center 60

Contact Center contact center solutions Cloud contact Self service 60

Edify

MARCH 30, 2021

Great questions arise whenever we host webinars, give one-on-one demos, and even as we onboard new customers. We welcome the opportunity to answer these questions, dig deeper, and help organizations elevate their customer support to be what customers deserve -- which is exactly what this series aims to do!

Technology 97

Technology Customer Support Contact center software Cloud contact 97

8x8

OCTOBER 25, 2017

All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?),

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Fonolo

JUNE 12, 2019

According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and. This consumer pet peeve is exacerbated by the fact that contact centers routinely face expected, and unexpected, spikes in call volume. Improving Customer Satisfaction. Plus so Much More!

Abandon rate 99

Abandon rate Call Center Contact Center Education 99

NICE inContact

OCTOBER 17, 2019

For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy. Businesses make investments to improve all touch points across the customer journey to ensure that each one of those customers has an exceptional experience when it comes to engaging with the brand.

Government 48

Government Contact Center Cloud contact Interactive Voice Response 48

NobelBiz

JANUARY 16, 2024

They serve as a direct line of communication, offering personalized interactions that can effectively address customer needs, resolve issues, and convert inquiries into tangible business outcomes. Call center campaigns are important for businesses to maintain a high level of customer satisfaction and to improve their customer service.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

Playvox

MAY 26, 2022

And with 69% of service agents considering leaving their customer service role altogether, it’s best to take action to improve morale. Improve Your Remote Contact Center Agent Training Program. A customer service agent can feel unexcited about their work if the training they’re given is inadequate.

Contact Center 52

Contact Center Morale Cloud contact Coaching 52

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Contact Center 48

Contact Center contact center solutions Cloud contact Self service 48

Enghouse Interactive

JULY 5, 2019

Webinar Date: Thursday, July 11 th 2019 @ 11:30 am (Eastern). When considering moving your contact center to the cloud, there are many questions that come into mind.

Virtual Agent 40

Virtual Agent Contact Center Cloud contact Management 40

NobelBiz

JANUARY 3, 2022

They make agents’ and customers’ lives simpler by streamlining the contact process. Nonetheless, maintaining many channels is complicated, and developing a smooth customer journey is a significant problem. Indeed, the major difficulty for customer service is to create a consistent experience across all touchpoints.

Contact Center 52

Contact Center Call Center Consulting Consulting 52

Fonolo

OCTOBER 24, 2019

According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and. This consumer pet peeve is exacerbated by the fact that contact centers routinely face expected, and unexpected, spikes in call volume. Improving Customer Satisfaction. Plus so Much More!

Abandon rate 75

Abandon rate Call Center Contact Center Education 75

NICE inContact

AUGUST 16, 2019

It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth. The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Fonolo

FEBRUARY 27, 2019

Outlook for Specific Cloud-Based Features. Compare that with a similar chart from the IDC report, “Cloud-Based Application Transform Customer Service” (also in our last round-up post ). Their estimate is that the global cloud-based contact center market is expected to grow from $6.80 Global Outlook.

Call Center 91

Call Center Contact Center Service level Enterprise 91

Babelforce

NOVEMBER 4, 2021

With this in mind, it’s easy to see why you might want to add WhatsApp as a customer service channel. Offering Customer Support With WhatsApp. Want to hear more about bringing WhatsApp into your customer services? Check out our recorded webinar on WhatsApp now!

Customer Support 98

Customer Support Contact center software Contact Center Self service 98

NICE inContact

AUGUST 16, 2019

It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth. The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Fonolo

APRIL 10, 2019

Now that both worlds are increasingly cloud-based, the collision is accelerating. Well, it would be great to look at how companies were paying for the whole “customer service” apparatus and see which share is going to CRM companies versus call center companies. How to Reduce Contact Center Costs AND Improve Customer Service.

CRM 98

CRM Contact Center Call Center Contact center software 98

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Want to learn more, and take the first steps to elevate your organization’s customer experience maturity?

Customer Experience 60

Customer Experience Contact Center Customer centricity Employee engagement 60

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 10

Customer Service Cloud contact Contact Center Enterprise 10

CSM Magazine

APRIL 13, 2023

The commissioned study conducted by Forrester Consulting on behalf of SuccessKPI indicates the move to the cloud has been a frustrating journey for many due to the complexity and a lack of resources. An exclusive webinar featuring Forrester Senior Analyst Vasupradha Srinivasan will be held on May 11, 2023 at 11 a.m.

Cloud contact 52

Cloud contact Contact Center Consulting Consulting 52

Serenova

JUNE 24, 2020

In fact, events like the COVID-19 pandemic present unique, valuable opportunities for organizations to provide loyalty-building customer interactions that create long-term growth. Effectively seizing the opportunity takes an omnichannel cloud contact center. A good omnichannel customer experience is seamless.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Serenova

FEBRUARY 3, 2020

In a webinar drawing on ICMI’s industry-leading research and insights from the 2020 ICMI Featured Contributors (including Serenova Vice President of Customer Success Jen Jackson ) ICMI Group Principal Analyst Roy Atkinson explored what’s trending in 2020 and why contact center leaders should pay attention. Recruiting Challenges.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

NobelBiz

JANUARY 10, 2022

While business owners and leaders must consider their own goals when selecting the best technologies, having a good CRM is one of the cornerstones of high performances in contact centers. In that regard, check out our article on the “ CRM Key Features For Customer Service ” 8.

CRM 52

CRM Contact Center Contact center software contact center solutions 52

Fonolo

JANUARY 9, 2018

Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. Will Twilio use its unique position to give its in-house call center an advantage over all the other cloud call centers running on its platform? Webinar] 3 Critical Contact Center Trends to Watch in 2018.

Call Center 65

Call Center Multichannel APIs Contact Center 65

Serenova

JULY 16, 2019

In fact, according to research by The Northridge Group , 62% of consumers needed to make multiple contacts within an organization to resolve their most recent customer service needs. When that’s the customer experience reality, contact centers that do get it right have an opportunity to rise above the competition.

Contact Center 40

Contact Center Customer Experience Surveys contact center solutions 40

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Enghouse Interactive

JANUARY 13, 2021

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% Improves customer satisfaction ratings (39.2%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Cisco - Contact Center

FEBRUARY 18, 2020

Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences. Introducing Webex Experience Management: AI-Powered Journey Analytics Transform Customer and Agent Experiences. Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud.

Contact Center 130

Contact Center Enterprise Self service contact center solutions 130

Talkdesk

JANUARY 12, 2018

For many of the older contact center providers, their legacy infrastructure has proven too expensive to maintain, with huge investments to upgrade, and too slow to adapt to evolving technology and customer needs. When customers call your contact center, their issues are likely urgent or complex.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40