Contact Center Pipeline

DECEMBER 26, 2019

Some people believe that changing technology is behind the disruption that’s roiling markets. But attributing disruption to technology is dead wrong—disruption is really driven by changing customer needs. From fast fashion to smartphones, only companies that truly understand their customers can succeed. Technology is only a tool—or a distraction. In this era of instant gratification […].

Technology 147

Technology Wait times Marketing Agent Empowerment 147

ChaseData

DECEMBER 26, 2019

These days, phone calls are no longer our primary method of communication. With that in mind, it only makes sense that they aren’t the only way contact centers do business, either. The multichannel call center is the most common approach to customer service in the modern day. However, many owners and operators are still struggling to realize the full potential of a multichannel approach.

Multichannel 52

Multichannel Call Center Contact Center Customer Service 52

ProProfs Blog

DECEMBER 26, 2019

We’ve all heard way too many times that happy customers are the cornerstones of a successful business. But what exactly does a happy customer mean to your brand? And what do you even mean by a happy customer ? Apparently, even though all serious businesses want to have their customer satisfaction at the highest level, not all of them measure customer experience in the same way. .

Customer Experience 136

Customer Experience Metrics Surveys Average Handle Time 136

GetFeedback

DECEMBER 26, 2019

A good customer thank you email can go a long way in creating a great customer experience and brand perception. Use these 5 tips to craft the perfect note.

Customer Experience 88

Customer Experience 88

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

TRUSTID

DECEMBER 26, 2019

We’ve reached a point when consumers and businesses have become inundated with robocalls and spoofed calls. This has generated a sense of urgency, particularly with businesses, to get this problem solved sooner than later. While 2019 saw the creation of protocols and procedures, called STIR/SHAKEN, to combat caller ID spoofing that’s intended to deceive unsuspecting victims into divulging their personal and financial information, these efforts to thwart fraudulent activity will continue in 2020

Call Center 62

Call Center Contact Center Technology Personalization 62

Nuance

DECEMBER 26, 2019

Cinema hasn’t given AI the best image over the years. We’ve seen it become sentient in 2001: A Space Odyssey, enslave mankind in The Matrix, and take over the world in The Terminator. It’s no surprise that people worry about AI taking over our jobs. But in reality, there are a lot of human capabilities […] The post What can humans and AI learn from each other?

Enterprise 59

Enterprise Chatbots Contact Center 59

Quiq

DECEMBER 26, 2019

Share This Story. See a Demo Today. The post What Will 2020 Bring for AI? appeared first on Quiq.

Customer Support 85

Customer Support Contact Center Customer Service 85

Nuance

DECEMBER 26, 2019

Cinema hasn’t given AI the best image over the years. We’ve seen it become sentient in 2001: A Space Odyssey, enslave mankind in The Matrix, and take over the world in The Terminator. It’s no surprise that people worry about AI taking over our jobs. But in reality, there are a lot of human capabilities [.] The post What can humans and AI learn from each other?

Enterprise 52

Enterprise Chatbots Contact Center 52

Working Solutions

DECEMBER 26, 2019

Does your business have an authentic, clearly defined brand purpose? If not, you could be losing customers to the competition. In today’s hyper-competitive marketplace, the quality of a company’s customer experience (CX) has been shown time and again to be a key factor in its ability to grow its base. According to research from Zendesk, […].

Customer Care 40

Customer Care outsourcing Customer Experience Contact Center 40

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Etech

DECEMBER 26, 2019

Everyone knows the story behind the demise of at least one brand or company that eventually failed to thrive due to an inability or refusal to innovate and change with the times. Many of these major businesses that experienced failures were, at one time, hugely successful and popular. Perhaps you remember the joy and anticipation of searching the shelves for that newly released video on a Friday night at Blockbuster or browsing aisles of new toys at Toys R Us.

Analytics 62

Analytics Coaching Call Center Technology 62

ProProfs Blog

DECEMBER 26, 2019

For every organization, customer support should be a top priority as it has the potential to make or break any business. When you respond to the queries of your customers on time and resolve their issues promptly, it yields a gratifying experience. When the customers are happy with the services, your business is expected to witness a boom in terms of client retention and gain in new customers through word of mouth.

B2C 113

B2C B2B Customer Support Social media contact 113

Etech

DECEMBER 26, 2019

Everyone knows the story behind the demise of at least one brand or company that eventually failed to thrive due to an inability or refusal to innovate and change with the times. Many of these major businesses that experienced failures were, at one time, hugely successful and popular. Perhaps you remember the joy and anticipation of searching the shelves for that newly released video on a Friday night at Blockbuster or browsing aisles of new toys at Toys R Us.

Analytics 62

Analytics Coaching Call Center Technology 62