Aspect

NOVEMBER 28, 2017

Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come.

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

VocalCom

DECEMBER 17, 2018

Unlike skills-based routing, which uses criteria set ahead of time, predictive behavioral routing combines both historical and real-time data with artificial intelligence to determine the many important factors that influence customer interactions with agents.

contact center solutions 48

contact center solutions Contact Center Personalization Contact center software 48

NobelBiz

MAY 16, 2023

Just think about the emergence of new communication channels, mobile devices, social media, VoIP, rich data, and so on… In short, the hosted contact center model came as a solution to a more and more complex reality. Hardware In an on-premise contact center, you must own and maintain all hardware components.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

ShepHyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. In a recent survey by SuperOffice , 45.2%

Customer Experience 173

Customer Experience Contact Center contact center solutions Technology 173

NobelBiz

DECEMBER 19, 2023

It ensures that customer inquiries or complaints that cannot be resolved by the initial representative are escalated to the appropriate individuals or teams who have the necessary knowledge and skills to address them effectively. If you want to learn more about Customer Service De-Escalation , delve into our comprehensive guide!

Call Center 106

Call Center Management Wait times Contact Center 106

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. Our latest and greatest release 12.5

Contact Center 77

Contact Center contact center solutions Enterprise Cloud contact 77

Serenova

DECEMBER 13, 2019

If you’re trying to elevate your customer service (and your customer service reputation) the trick is making changes that will generate the most impact. Poor Customer Experience Damages Your Business. On the other hand, in 2018, 66% of customers in the US did more business with a company due to good service.

Contact Center 53

Contact Center Customer Service Wait times Surveys 53

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Info.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Playvox

SEPTEMBER 1, 2021

Focused on serving the needs of customers, helping them solve problems, teaching them how to use products, and answering their questions, customer service agents are central to business growth and effective operations. The Future of Customer Service Channels is Now. Face-to-Face Video Communications.

Customer Service 68

Customer Service Virtual Agent Healthcare Education 68

Talkdesk

APRIL 13, 2021

Why did Talkdesk choose PPT Solutions as our first Managed Services partner? PPT Solutions is a premier provider of client-centric, performance-based customer experience, and contact center solutions and one of Talkdesk’s most strategic partners. Increase efficiency and fill the talent gaps.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

Hodusoft

FEBRUARY 16, 2022

A Gartner survey suggests 30% of organizations will shift their on-premise contact center operations to remote by 2024. The same report suggests a 60% increase in customer service agents working from home. So what features should you be looking for when choosing a contact center software for your hybrid team.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

Upstream Works

FEBRUARY 17, 2022

Investments in premise-based infrastructure might be seen as an inhibitor as moving away from this would be disruptive for operations and risky if the cloud is viewed as being unfamiliar or unproven for contact center purposes. This stands in stark contrast to the world of legacy technology that many contact centers are still tied to.

Contact Center 78

Contact Center contact center solutions Technology CRM 78

Hodusoft

APRIL 22, 2021

While following social distancing norms, healthcare providers are trying hard to keep a balance between offering critical services and care to the patients and at the same time protecting themselves as well as front-line workers from getting contaminated. Features of Contact Center Solution for Healthcare Sector.

Contact center software 52

Contact center software Healthcare Contact Center contact center solutions 52

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Cloud-Based Contact Center Solutions.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

Cisco - Contact Center

SEPTEMBER 3, 2020

What about when you hear “customer service”? According to Cisco’s global contact center survey , more than half of contact centers now report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges.

Contact Center 82

Contact Center contact center solutions Analytics Surveys 82

3CLogic

AUGUST 3, 2021

A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. With a cloud contact center solution in place, organizations also have the flexibility to enable remote agents and easily scale to meet changing business requirements.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. A good omnichannel customer experience is seamless. When executed correctly, it builds long-term customer loyalty as issues are resolved quickly and completely.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

NobelBiz

MARCH 29, 2022

Increase your customer knowledge by doing customer surveys The second step toward increased engagement is to expand your knowledge while promoting action. Encourage customer connection by providing feedback questionnaires at the end of each interaction. In contact centers, this is the core of Omnichannel.

Contact Center 52

Contact Center Cloud contact contact center solutions Brand ambassadors 52

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

AUGUST 21, 2019

In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience. What is surprising is the number of companies that I work with that are only routing voice interactions via their contact center solution.

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. A good omnichannel customer experience is seamless. When executed correctly, it builds long-term customer loyalty as issues are resolved quickly and completely.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Global Response

MARCH 18, 2022

How to improve the customer experience in your call center. When it comes to customer service, quality is the name of the game. Did you know that 70% of customers will spend more money with a company if they have a good customer experience?

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71

NobelBiz

FEBRUARY 21, 2023

Let’s assume that 1000 clients responded to your customer satisfaction survey. To collect as much relevant client data as possible, your call center can say, for example: “Did you enjoy the greeting extended by the agents?” “How How happy are you with our customer service department’s responses?” x 100, or 85%.

Call Center 52

Call Center Surveys Telecommunications Feedback 52

Hodusoft

APRIL 6, 2022

In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal. With customer experience quickly becoming the driver of success for brands.

Customer Experience 105

Customer Experience call center software Contact Center Call Center 105

CSM Magazine

DECEMBER 10, 2021

Unfortunately, in customer service settings, these sentiments affect much more than employee happiness or turnover—often impacting customer interactions and even customer satisfaction with your brand. After all, failure to maintain alignment with employees is partially to blame for the current wave of resignations.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

3CLogic

MAY 26, 2022

Given the rate at which many companies are investing in the customer experience, those customers will turn to organizations that meet their wants and needs. On the other hand, contact centers with more siloed customer service management processes will see their disadvantages compound every year.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

Playvox

JUNE 28, 2022

The goal is that customers are able to efficiently and effectively resolve their problems regardless of the channel they use. In a Zendesk CX survey , 93% of consumers said they would spend more with companies that offered them their preferred way to reach customer service.

Contact Center 84

Contact Center contact center solutions Quality management Contact center software 84

CSM Magazine

JUNE 25, 2019

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. Once the survey has been created, users are able to invite customers to the survey immediately after their experience.

Contact Center 40

Contact Center Feedback contact center solutions Enterprise 40

Cisco - Contact Center

MAY 13, 2020

Customer experience is becoming critical in the battle for customer loyalty and is now considered the top competitive differentiator outweighing brand, product quality, and price. For others, the contact center is the last point of interaction after automation does its part. Cisco and Selligent Partnership. Learn More.

Customer Experience 83

Customer Experience Contact Center contact center solutions Analytics 83

NobelBiz

MARCH 5, 2024

This article will be your ultimate guide on call center reporting, where we’ll take you through how Nobelbiz’s cutting-edge capabilities are redefining what it means to excel in customer service. Table of Contents What is Call Center Reporting? What are the Benefits of Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

VocalCom

JUNE 22, 2020

The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a survey by Gartner revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by Global Workplace Analytics showed that 77% of the workforce wanted to work from home (“WFH”) after it.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Cisco - Contact Center

FEBRUARY 18, 2020

Our new AI-powered, cloud-based customer experience solution can be integrated with your contact center via two new agent desktop gadgets. The solution enables contact centers to capture customer feedback utilizing an easy-to-use survey designer. For more information on Release 12.5,

Contact Center 116

Contact Center Enterprise Self service contact center solutions 116

JustCall

APRIL 5, 2023

Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time. This includes collating information from surveys, marketing initiatives, and/or team interactions, etc.

Management 52

Management CRM Analytics Customer retention 52

Playvox

OCTOBER 20, 2023

In the context of contact centers, leveraging customer sentiment analysis not only helps get a more accurate real-time “read” on customers but also allows agents to gain a better understanding of customer satisfaction levels, flag dissatisfied customers and identify specific pain points that can lead to product or service improvements.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Aspect

JULY 15, 2020

Some organizations even resorted to agents using their personal cell phones as tools of customer service. Service suffered, but many organizations found that sending agents home could not only work , but in fact, work quite well. . Every year, Aspect surveys over 500 agents to understand their preferences and concerns.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. Qualitative or quantitative call center surveys.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Balto

AUGUST 30, 2022

Good customer experience is always important, but it’s even more crucial during a down economy. Study: Contact Centers Continue to Invest. In May 2022, we surveyed 360 contact center executives to get their perspective on current operations and how they might adapt in recessionary times.

Contact Center 52

Contact Center contact center solutions Coaching Contact center software 52