Ian Jacobs

SEPTEMBER 6, 2016

At the same time, companies have begun to wake up to the idea that customer service is a critical component of overall customer experience. Dimension Data reports that 83% of companies view the contact center as a competitive differentiator, up 30% since 2012.

Customer Experience 48

Customer Experience CRM Contact Center Analytics 48

Callminer

SEPTEMBER 5, 2017

Companies that use speech analytics software have an easier time monitoring these interactions. Lindsey Havens is the Senior Marketing Manager for PhishLabs , with over 10 years of experience in Marketing, Communications, Public Relations, Lead Nurturing/Generation, and Analytics. Ty Givens is the founder of The Workforce Pro, Inc.

Call Center 140

Call Center call center software outsourcing Coaching 140

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

Natalie Petouhof

FEBRUARY 4, 2016

Leveraging cutting-edge data science and built on a powerful machine learning engine that learns from past patterns to predict future behavior, Wise customer service applications help business users regain control over the ever-growing volume of customer inquiries.By Founded in 2012,Wise.io

Customer Experience 40

Customer Experience Customer Support Enterprise Engineering 40

RichCall

SEPTEMBER 13, 2017

by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. In fact this number increased from 67% in 2012 to 84% in 2015. This is the future of customer service. But it is the harnessing of social platform messaging apps that will turn social customer care on its head in 2017.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Fonolo

NOVEMBER 17, 2020

According to the State of Customer Service , the ability to calculate the return on investment from customer care is a weak point. How Well Can You Measure the ROI of Your Customer Service Initiative? In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SmartKarrot

FEBRUARY 16, 2022

Along with the use of advanced technology, offering digital CX boosts customer loyalty lifetime value: 30% of businesses that provide digital experiences perceive an increase in consumer lifetime value. In 2018, 54% of consumers utilized email to contact a company, making it the most popular customer care channel.

Customer Experience 10

Customer Experience B2B Advertising B2C 10