ShepHyken

FEBRUARY 25, 2022

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. She shares how customer service is the deciding factor to your customer’s loyalty to your business.

outsourcing 156

outsourcing Customer retention Contact Center Wait times 156

Fonolo

JANUARY 14, 2020

When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. We’ve all come a long way since 2010, but we couldn’t have done it without some of the most prolific influencers to ever lay hands on a keyboard. . Making your contact center omnichannel ready.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Fonolo

DECEMBER 12, 2018

2018 officially kicked-off the race to own CX: 89% per cent of companies now compete on the basis of customer experience compared to 36% in 2010. The Top Contact Center Trends to Watch in 2019. Become a contact center super hero in record time! What’s Inside: Gamification in the Contact Center.

Gamification 116

Gamification Airlines Contact Center B2B 116

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center. Gamification is one key way to do so.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center. Gamification is one key way to do so.

Contact Center 54

Contact Center Gamification Management Call Center 54

pindrop

JULY 8, 2020

Consider this, from 2010 to 2019, the number of full-service bank branches fell by 12% , dropping from 95,000 to around 83,000. The individual agent’s time is becoming more valuable, and therefore more expensive to the contact center. So how can you make sure that your contact center’s workforce is optimized?

Banking 62

Banking Contact Center Interactive Voice Response Self service 62

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Comm100

JULY 11, 2019

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience.

Contact Center 62

Contact Center Chatbots Analytics Wait times 62

DMG Consulting

JANUARY 8, 2018

Apocalyptic Predictions and the Contact Center . Social media will eliminate the need for contact centers – circa 2000’s. The web and mobile apps are going to eliminate the need for live agents – circa 2010’s. Contact centers and back offices will merge in the next 10 years – 0.3 probability.

Contact Center 48

Contact Center Analytics Consulting Consulting 48

NICE inContact

DECEMBER 9, 2015

As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Searching for the Ideal Contact Center System. That was unheard of in 2010.”. Scalability to satisfy seasonal call volumes.

Customer Service 75

Customer Service Contact Center Telecommunications Call Center 75

Vistio

AUGUST 9, 2021

Rod Jones has over 35 years of experience in the contact center industry and is an internationally recognized thought-leader, industry analyst, strategic adviser and subject matter expert. South Africa at that time had about 2000 call centers, employing roughly 250,000 people. Well, certainly, with the greatest of pleasure.

Contact Center 52

Contact Center Consulting Consulting Call Center 52

Altivon

JULY 27, 2020

The contact center has approximately 120 agents, flexing up and down a little bit with times. The center has a service level goal of answering 80 percent of calls within 60 seconds and that is achieved most months. “We We like the experience that gives our customer,” said Turner.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

outsourcing 48

outsourcing Contact Center Cloud contact Contact center software 48

Outsource Consultants

AUGUST 16, 2019

Outsource Consultants is a call center referral and advisory firm that helps companies find the best high-performing outsource call centers and cloud-based contact center solutions. based call centers. But what they have in common is persistence and seizing opportunities.”. For more information, visit www.inc.com.

Consulting 104

Consulting Consulting outsourcing Call Center 104

Hodusoft

NOVEMBER 13, 2019

So, in the case of contact center software, you have good things to look forward to in 2020. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster. We can expect it to gain even more ground as call centers based around WebRTC become more popular.

Contact center software 40

Contact center software Contact Center contact center solutions call center software 40

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Customer Interactions

JULY 7, 2015

Last month Gartner published its 2010 Magic Quadrant for Contact Center Workforce Optimization report. According to Gartner, the Magic Quadrant constitutes a qualitative analysis of the market and its participants.

contact center workforce 28

contact center workforce Contact Center Marketing 28

Taylor Reach Group

MARCH 20, 2018

Have you ever wondered what is behind any of the Contact Center operational indicators? AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW). Bottom Line.

Average Handle Time 80

Average Handle Time Contact Center Call Center Coaching 80

SharpenCX

JULY 15, 2020

Download Now: How to build a better customer experience using the data you already have in your contact center platform. Back in 2010, Wharton School students Neil Blumenthal, Andrew Hunt, David Gilboa and Jeffrey Raider founded Warby Parker. 4 Practical Strategies to Build Outstanding Omnichannel Nirvana in Your Contact Center.

Customer Experience 108

Customer Experience Contact Center Employee engagement Contact center software 108

Transparent BPO

DECEMBER 11, 2019

We hired all Belizeans to start with to bring them up, took the first calls in January 2010, and have been growing steadily ever since. Impressed by what we found, we opened Transparent BPO’s first offshore site in Belize City in late 2009. I moved to Belize to start the business and do the initial onboarding and training.

outsourcing 109

outsourcing Education Call Center Marketing 109

Fonolo

JANUARY 26, 2021

’ era around 2010. 4 Smart Ways to Improve Call Center Operational Efficiency. VHT’s new ‘Mindful’ product appears to move away from call-backs and virtual queuing and compete as a more holistic call center management platform, including SMS services. A prolonged legal battle ensued.

Technology 108

Technology Call Center Enterprise call center solutions 108

NobelBiz

FEBRUARY 22, 2023

In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. From a contact center perspective, customers now expect to contact a company when and how it is convenient for them. It is already existent and applicable in contact centers.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

NobelBiz

FEBRUARY 22, 2023

In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. From a contact center perspective, customers now expect to contact a company when and how it is convenient for them. It is already existent and applicable in contact centers.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

Spearline

JANUARY 20, 2022

A popular methodology employed by customer success teams everywhere, CES surveys rose to global attention in 2010. We support business sectors, such as contact centers, conferencing services, and other applications, in successfully connecting with their customers. Interested in benefiting from our platform?

Customer effort 97

Customer effort Surveys Contact Center Metrics 97

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Interactions

DECEMBER 18, 2019

10 years ago… While there was certainly a greater shift to a more customer-centric focus than in the early 2000s, the technology in 2010 was not on par with what it is today. Which takes us to 2019, which was a big step forward from what we saw in 2010. Lisa Michaud, Senior Product Manager. AI and Agents: Better Together.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. To get started or to find more out details, please contact us. But that is only half of the conversation.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

eGain

MARCH 3, 2015

As the saying goes, “you can’t manage what you don’t measure” — if contact centers aren’t measuring customer satisfaction levels problems won’t be identified and will escalate. In 2010, Dixon, Freeman and Toman (DFT) published an influential paper in the Harvard Business Review, titled Stop Trying to Delight Your Customers.

Customer Experience 69

Customer Experience Management Contact Center Average Handle Time 69

NICE inContact

SEPTEMBER 19, 2017

First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. If your contact center does not make it easy for customers to do business with you, then you risk losing customer loyalty, and – eventually – run the risk of losing customers. Are you measuring Customer Effort Score?

Customer effort 59

Customer effort Contact Center Metrics Personalization 59

EPIC Connections

MARCH 27, 2018

The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers. In 2010, we marked another milestone with the move to our current office space. We aim to grow as a preferred partner in building the contact center of the future.

Consulting 37

Consulting Consulting Contact Center Cloud contact 37

NICE inContact

JANUARY 31, 2018

On its way to becoming an international powerhouse in business processing (BPO) and customer experience outsourcing, Webhelp partnered with NICE inContact back in 2010. The company continues to rely on its partnership with NICE inContact today as the single contact center solution that spans the entire globe.

Multichannel 55

Multichannel contact center solutions outsourcing Contact Center 55

Taylor Reach Group

MARCH 19, 2018

This outlier effect on the customers’ view of the service is not intuitively obvious to many, both inside or outside the Contact Center industry. Occupancy Rate indicates the percentage of logged-in time that agents are occupied, performing call center activities (talking to customers and/or performing after-call tasks).

Service level 92

Service level Abandon Call Wait times Call Center 92

EPIC Connections

MAY 10, 2018

As a NICE inContact partner since 2010, EPIC Connections has continuously evolved its service offerings to meet the needs of NICE inContact clients. Recently, EPIC was recognized by inContact as a GOLD Certified Implementation Partner for providing high quality technology implementation services to contact centers on CXone.

Contact Center 35

Contact Center Benchmark Best practices Enterprise 35

NobelBiz

MAY 25, 2023

Understanding Customer Data Platforms (CDPs) Although similar tools existed in the past, the term Customer Data Platform was first used in 2010. By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service. Managing customer data is nothing new.

call center software 98

call center software Call Center APIs Contact Center 98

Interactions

JUNE 24, 2021

Imagine if we time travelled back to 2010. A lot of traditional automation in the contact center is designed to make transactions more efficient. Even in a contact center that uses self-service technology, agents are vital to the success of the operation. Agent optimization.

Customer Experience 71

Customer Experience Self service Surveys Interactive Voice Response 71

TRUSTID

DECEMBER 23, 2018

When it comes to fighting phone fraud, contact center professionals are always looking ahead. More than 175 million medical records from over 2,000 data breaches have occurred since 2010. For years now, industry experts have warned contact centers about the dangers of relying on KBA to validate callers.

Healthcare 54

Healthcare Engineering Call Center Contact Center 54

ConvergeOne

JULY 20, 2021

Nation-state hackers and their attacks have increased steadily between 2010 and 2019. Five Steps Toward Proactive Cybersecurity for Contact Centers. They need to adopt a mindset that if something looks fishy, it probably is—no pun intended on phishing attacks. How Did These Incidents Affect Companies?

Education 89

Education Government Enterprise Healthcare 89