Fonolo

NOVEMBER 29, 2017

In a climate where technology and customer preferences change at a breathtaking pace, it can be overwhelming to consider all the ways that your contact center needs to evolve. According to the State of Customer Service , the ability to calculate the return on investment from customer care is a weak point.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Callminer

FEBRUARY 23, 2021

To learn more about how call centers can adapt to new challenges in the era of COVID-19, download our white paper: Contact Center Practices and Guidelines for Managing Through COVID-19. Technological Trends. Customers want a variety of channels to contact your agents. Live engagement sets customers at ease.

Call Center 376

Call Center Technology Banking Contact Center 376

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. It’s a global online community of business leaders with a customer-centric approach. . Nice Reply.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

COPC

NOVEMBER 5, 2021

Necessary data security updates in technology and WFH office requirements. Organizations are also prioritizing journey mapping when evaluating their customer touchpoints. Again, it’s crucial to consider why the customer is reaching out and the best channel to communicate with them. Did you know COPC Inc.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Compare, for example with State of Customer Care report we covered here. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018. see below).

Contact Center 57

Contact Center Call Center Self service Surveys 57

RapportBoost

NOVEMBER 15, 2018

Two breakout talks, one led by John Pompei, Head of Player Experience Operations for Electronic Arts and one sponsored by telecommunications leader Vonage , outlined how to employ artificial intelligence, natural language processing and similar technologies to enhance the customer experience. . Train to the chat platform.

Call Center 71

Call Center Telecommunications Technology Chatbots 71

Fonolo

JANUARY 22, 2020

Description: Not to be outdone by Oracle, Adobe’s Experience Summit is another huge conference, dedicated to teaching attendees how to customer experiences that leave a lasting impression on customers, through technology, content, and design. Customer Contact East , Ft. Lauderdale. Date of Event: April 26-29, 2020.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Fonolo

MARCH 4, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. The Tools of the Trade: Technology and Metrics.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Global Response

FEBRUARY 13, 2022

With a BPO call center, your customer service becomes a lot more cost-effective. You don’t have to worry about overhead costs, expensive technology, hiring, renting space, or any of the other concerns that come along with hiring and maintaining an in-house team. BPO call centers provide access to high-quality technology.

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

LiveChat

NOVEMBER 16, 2018

Good content is not just a formidable marketing tool, it’s also a great starting point for sorting out customers’ problems with your product. Content may be of many different types – blog posts, videos, white papers, case studies, and more. No one ever said that having a customer care number was a necessity to run a business!

Customer Support 45

Customer Support Customer Care Entertainment Education 45

ClearAction

OCTOBER 4, 2015

One of our top customers' CEO told us we were arrogant and hard to do business with; he said he couldn't wait for any of our competitors to be first to market with next-generation technology so he could take his business there. That was an attention-grabber. This type of thing is a blessing in disguise to CX professionals.

Customer Experience 118

Customer Experience Management CRM Best practices 118

TechSee

DECEMBER 12, 2017

A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the web, voice, chat, messaging, social media, video and email. . At the same time, today’s rapid methods of engagement have conditioned customers to expect immediate response times.

Contact Center 143

Contact Center Enterprise Technology Customer Care 143

teleopti

SEPTEMBER 18, 2019

Next, use automated WFM technology to allocate quiet time with team members to explore innovative ways of working in a relaxed, collaborative environment away from the pressures of serving customers. Involve and empower – to drive positive customer experience (CX) and business success. Download White Paper.

Management 57

Management Customer advocacy Employee engagement Self service 57

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Choose your technology.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Choose your technology.

Average Handle Time 52

Average Handle Time Multichannel CRM Analytics 52

JivoChat

AUGUST 9, 2021

According to a 2019 Microsoft report , 90% of respondents said customer service has a significant influence on the brands they buy from—and stick with long-term. Today, many customers care more about experience than product or even price. Technology for Personalizing Customer Service.

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

According to a 2019 Microsoft report , 90% of respondents said customer service has a significant influence on the brands they buy from—and stick with long-term. Today, many customers care more about experience than product or even price. Technology for Personalizing Customer Service.

Personalization 52

Personalization Customer Service B2B SaaS 52

Interactions

JANUARY 6, 2022

With the labor shortage, the continued pandemic, and the status quo of the contact center, 2022 is the year that technology will take the lead in customer conversations—even having the ability to automate tasks that once required human judgement.” Read our white paper to learn more. Mike Iacobucci, Interactions CEO.

Customer Experience 71

Customer Experience Contact Center Best practices Technology 71