Contact Center Industry Perspectives and Resources


No matter the industry and state of business, this is an unprecedented and a necessary time for strong leadership. CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. These articles and resources offer specific starting points we hope you’ll find helpful.

Continuum Global Services: Launching A New Contact Center Industry Brand

Contact Center Pipeline

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage. Contact Center Industry Trends In February 2019, Century City-headquartered investment firm Skyview Capital completed its acquisition of customer care assets […].

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Operational Challenges in the Call Center Industry


From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round. All industries benefit from innovation and customer support is no different in this regard.

Call Center Service Levels: Calculations, Metrics, & Industry Standards


Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels. The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.

How to Overcome the Pain Points of Your CRM

When used effectively, a CRM can be the life blood of your sales team – keeping everyone organized, efficient, and at peak productivity. However, as a company, sales stack, and database grow, it becomes difficult to uphold structure and governance to keep a CRM up-to-date. The result? Less organization, more confusion, and fewer deals closed. Leveraging leading industry research from industry analysts, this eBook explores how your sales team can gain back valuable time.

The State of the Contact Center in 2020 | Industry Report


Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. We sought out industry experts and leaders far and wide and asked them how Contact Centers — and the CX industry as a whole — fared in the first few months facing COVID-19.

The Technology Industry NPS® Benchmarks


The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. The post The Technology Industry NPS® Benchmarks appeared first on CustomerGauge. Blog Featured Net Promoter benchmarks Net Promoter News News NPS Technology IndustryCompanies like Apple, Dropbox, Cisco, HPE Software and Veeam Software have served as real examples to other businesses for customer-centricity and above all business growth.

Millennials: The industry killers?

TELUS International

CX Best Practices

3 Trends and Challenges for the CX Industry in 2019

Contact Center Pipeline

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention and customer loyalty. Customer experience (CX) is an area that can provide both this increased attention and help maintain customer loyalty—that is, when CX is done the right way. In fact, […]. Customer Experience automation call center contact center customer experience omnichannel speech analytics

Industry Secrets Leaked – Predicting Customer Behavior!

Beyond Philosophy

The post Industry Secrets Leaked – Predicting Customer Behavior! Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. However, reliably predicting your Customers’ behavior is going to be difficult even under the best of circumstances.

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

What’s Holding Back the Contact Center Industry?


This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. Just like in many industries, contact centers have their own workplace hazards, and a focus on best practices for dealing with them in a humane way will improve a contact center by leaps and bounds. Meeting the Industry Standard of Service Level.

New Research Digs Into Industries And Consumer Feedback Patterns

Experience Matters

Since then, we’ve actually published a number of new research reports with an emphasis on industry-specific data. consumers and examine almost 300 companies over 20 industries. Enjoy these free reports: Industry CX Snapshots This series of reports dig into CX data for a number of industries: Airline, Auto, Banking, Health Insurance, Hotel, Insurance, Read More. Business impact Customer experience CX - Customer Experience Enlighten Industry Data

Guest Blog: What Hospitality Industry Has Taught Us About Customer Service Best Practices


This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. I agree that the hospitality industry seems to be the perfect place to find excellent examples of good (and bad) business practices as well as examples of customer service. Hospitality, we can say, is a pretty ‘old’ industry.

Contact Center Industry Stats – Technology

Taylor Reach Group

Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Regulators are working with the telecommunications industry to find ways to authenticate calls which would help unmask the callers. Over 80% of our Contact Center professionals expect the presence of interaction analytics to increase within the industry over the next five to ten years. Call Center Technology Call Center Tools Contact Center Industry Statistics

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

A promising answer in the insurance industry talent crisis


With two-thirds of working Americans anticipated to take part in the gig economy in less than 10 years, the uber-traditional industry of insurance is making inroads into this paradigm. In the gig economy, there are all kinds of challenges in navigating liabilities and industry giants are assessing how to respond. This includes the insurance industry. Industry giants already sourcing remote workers include Humana, United Health and Anthem.

Customer retention in the telecom industry – new thinking


With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry. Churn in the telecom industry. Enhancing customer retention in the telecom industry.

Workplace Safety for Every Industry

CSM Magazine

While you may associate workplace injuries with high-risk industries such as construction, business in all sectors and with vastly different environments experience workplace dangers. million nonfatal workplace injuries and illnesses were reported by private industry employers in 2018. Safety Tips for “Low-Risk” Industries. Which Industries Have the Highest Risk? Enforcing Safety in “High-Risk” Industries.

Hotel Industry Changing Customer Service Patterns with Rise of Technology


Customer service has always been the lynchpin that determined success or failure in the hotel industry. With the emergence of Airbnb and its threat to hotel business, coupled with the evolution of technology and its role in the way guests enjoy their experiences, the industry is developing new customer service practices and applications to stay relevant. JM: What else do you think is impacting customer service in the hotel industry?

How ZoomInfo Helps Overcome the Top Pain Points of Inside Sales

Recent digital transformation has shifted the B2B landscape by ushering in the era of buyer empowerment. With more access to user reviews, analyst opinion, and industry research, decision-makers are more informed than ever while navigating what is now known as the “buyer’s journey.”

CXone: Leading the Industry by Putting Customers and Agents First

NICE inContact

Businesses today are in the unique position of balancing widespread disruption with consistently growing customer expectations. For customers, a tumultuous cultural environment, a public health crisis and economic uncertainty are not valid reasons for businesses to drop the ball on experience.

Handling Irate Customers in the Financial Services Industry

Contact Center Pipeline

My clients in the financial services industry are faced with these […]. “How dare you call my employer to confirm my job status!” “The The mortgage broker said my house was worth more than you think!” “My My credit rating shouldn’t change because I quit my job and started my own business!” Do these customer complaints sound familiar? Customer Service call center contact center customer service customer service training irate callers

Women in Leadership: How to Succeed—and Lead—in the Contact Center Industry

Contact Center Pipeline

They are also sought-after speakers at industry events, such as the annual GTACC (Greater Toronto Area Contact Center As­­so­­ciation) […]. In honor of women who inspire, influence and serve as role models, I’ve compiled leadership advice from five of the finest contact center leaders I know. All have held senior leadership positions at enterprise-level contact centers.

Re-Imagining Industry Conferences in Pandemic Times

Jon Arnold

Enterprise Connect was one of several industry events that many of us were looking forward to attending this spring, and it’s anybody’s guess as to when it will be safe to go back in the water again. That’s the title of my latest post for No Jitter , where I’m a regular contributor. COVID-19 has caused us to re-think every facet of our lives, and big, in-person events have really been impacted.

The Impact of Direct Dials on Sales Productivity

Leveraging the latest industry research, this eBook highlights the impact of direct dial phone numbers on sales productivity with the goal of empowering reps to have more conversations with prospects, and consequently, schedule more meetings, increase opportunities, and close more business - fast.

2018 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries. The post 2018 Temkin Experience Ratings: 20 Industry Snapshots appeared first on Customer Experience Matters®. 2018 Temkin Ratings Customer experience Industry Data

7 Call Center Best Practices from Industry Experts


The post 7 Call Center Best Practices from Industry Experts appeared first on CallMiner. It goes without saying there is no one-size-fits-all solution for how to run an efficient call center. While solutions such as speech analytics technology, agent scorecards, and social monitoring can help to improve agent performance and provide for a better customer experience, the fact of the matter is that each individual call center will need […].

How PartnerHero Maintains Industry Leading Support Quality [Podcast]


The post How PartnerHero Maintains Industry Leading Support Quality [Podcast] appeared first on Customer Happiness Blog. A successful program needs to address the perception of undue oversight on your team and to follow a meaningful marking rubric. Ticket quality assurance (QA) conjures up a variety of anxieties: From executives worried about program costs and managers struggling to gain visibility, to the agents watching for the big bad wolf lurking over their shoulder.

State of the WFO Industry

Contact Center Pipeline

Workforce Optimization (WFO) technology has been a hotbed of activity as buyers and users clamor for new tools and seek to get more out of what they already have. Workforce Management (WFM) and Quality Monitoring (QM) have achieved widespread deployment. Performance Management (PM), agent development, and analytics present the opportunity to not just schedule the […]. Technology call center call center technology contact center WFO WFO solutions workforce optimization

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Crisis Is the Best Teacher: the Future of the Contact Center Industry


The CS Week event is a good occasion to take the pulse of the industry. The post Crisis Is the Best Teacher: the Future of the Contact Center Industry appeared first on NobelBiz®.

The Effect of COVID-19 on the Global Construction Industry

CSM Magazine

With most of the world’s workforce having to work remotely , an option not available for construction, the industrial industry finds itself at a significant disadvantage. The pandemic’s main impact on the construction industry stems from a disruption of the supply chain.

Customer Satisfaction Score (CSAT) Industry Benchmarks


If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. to get a pulse on CSAT across industries. However, when it comes to industry, CSAT varies. . Click here to download the current industry benchmarks. If your industry didn’t make it into the ACSI list, comparing yourself to the overall US customer satisfaction score of 76.5%

What Industries Can Benefit From Call Center Outsourcing?

Global Response

What Industries Can Benefit From Call Center Outsourcing? Call center outsourcing helps companies in many industries scale up their customer support capabilities fast, efficiently and cost-effectively so that they never miss a more. The post What Industries Can Benefit From Call Center Outsourcing? Global Response Blog Industry

Best Practices for a Marketing Database Cleanse

As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.

Six Ways To Out-Convenience Your Competition – And Maybe an Entire Industry


It’s a concept that is being embraced by smart, successful companies to disrupt their competition, and in some cases, entire industries. . And, in some cases, companies that have come up with ways to make people’s lives easier have disrupted entire industries. They not only disrupted a competitor (a taxi cab company), they disrupted the entire industry. Uber out-convenienced the entire industry!

Similarities in reporting trends across industries


As we do most months, my team and I attend trade events for a variety of industries. During these information gathering sessions, we […] The post Similarities in reporting trends across industries appeared first on What’s next. One week could have us speaking about improving compliance at a conference for financial advisors, the next demonstrating our solutions to legal pros, and another talking improving incident reporting with law enforcement.


Temkin Experience Ratings Industry Snapshot: Health Plans

Experience Matters

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to TriCare for earning the top customer experience score in the health plan industry. Of the 14 health plans included in this year’s Ratings, TriCare earned the highest rating with a score of 67%, which puts it in 184th place overall out of 318 companies across 20 industries.

Instagram Customer Service Platform for E-commerce Industry


According to a study by Statista, “More than half of the global Instagram population worldwide is aged 34 years or … Instagram Customer Service Platform for E-commerce Industry Read More » The post Instagram Customer Service Platform for E-commerce Industry appeared first on Ameyo. Digital is the future!

5 lessons from "Would You Do That To Your Mother" by Jeanne Bliss to Drive Culture

Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA

Take the High Road” : When to walk away from legacy practices that have defined your industry. In this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation.