Contact Center Pipeline

JANUARY 12, 2017

It’s the start of a brand-new year with new budgets, plans, outlooks and predictions. What’s in store for contact centers in 2017? We asked 17 industry experts to share their thoughts on what to keep an eye on in the next 12 months in various areas of interest to contact center professionals. Part 1 of […].

Contact Center 100

Contact Center Analytics Call Center Technology 100

CustomerGauge

JANUARY 12, 2017

Sage Group Plc Is Customer-Obsessed Sage Group, a British multinational enterprise software company closed the year 2016 with excellent business results. In November, CEO Stephen Kelly published a press release, which highlighted Sage’s achievements throughout the year and the company’s customer-centric goals for 2017. Results show that Sage’s contract renewal rates grew by 2 percentage […].

Customer centricity 90

Customer centricity Enterprise 90

Kayako

JANUARY 12, 2017

Narrowing down to a handful of posts to round up a year is tough. It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! There’s been a lot of development around the customer support world this past year with more blogs, conferences, podcasts and consultancies popping up everywhere.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Influitive

JANUARY 12, 2017

Customer marketing is on the rise. According to Koyne Marketing’s 2017 State of Customer Marketing Report, 93% of organizations agree that customer marketing is important or very important to their revenue, and more than two-thirds are planning to boost their investment in customer marketing over the next year. In spite of this, many organizations still.

Marketing 78

Marketing Customer advocacy B2B Customer Experience 78

Advertisement

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.

ForeSee

JANUARY 12, 2017

While we’ve been hard at work developing the new ForeSee CX Suite, we’ve also expanded our Professional Services organization. And today we’re pleased to announce that Justin Mason has joined. The post ForeSee taps Ironman Justin Mason to lead Professional Services appeared first on ForeSee.

76

76

GetFeedback

JANUARY 12, 2017

It's a simple question that can tell you a lot about your customers and your business. Net Promoter Score is the customer service metric to track today.

Customer Service 60

Customer Service Metrics 60

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? Published on: January 12, 2017. Author: Pauline Ashenden As we move into 2017, now is a good time to review last year and use the insight to plan for the future. What were the big trends and how will they evolve moving forward? 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. 1.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Robert Davis

JANUARY 12, 2017

By Vicky Egan , RCDA Senior Consultant. Is attrition killing your contact center performance? An empty seat impacts the entire company. The productivity of the call center will decline, it will impact customer service metrics, service levels will take a hit, and it will affect other KPIs because the team will be handing the same volume of calls with one less team member.

Contact Center 48

Contact Center Call Center Metrics Consulting 48

Spectrum Corporation

JANUARY 12, 2017

The dashboard has many benefits to anyone that uses them properly. From the agent on up to the manager the dashboard provides real time data, historical results, combined data from across competitive sources, status, performance, summaries, inbound, outbound and many more options. However, we can create our own problems when we want too much information.

Management 40

Management 40

Advertisement

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

Verint

JANUARY 12, 2017

Verint recently introduced Mobile Work View to meet the evolving needs of organizations that need to access workplace information anytime, anywhere. Because work doesn’t just happen in the office, this application extends common work activities across devices so that employees can access the capabilities they need—without compromising data security.

Employee engagement 33

Employee engagement Management 33