Contact Center Pipeline

MARCH 4, 2015

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: I was fortunate enough to grab some time with the winner and three finalists of the SWPP 2015 Workforce Management Professional of the Year Award to find out their best WFM tips and their worst WFM nightmares. Each had great insights and […].

Management 100

Management Contact Center Call Center 100

teleopti

OCTOBER 9, 2018

We would like to congratulate our customers for the well-deserved awards received during the Middle East Call Centre Awards 2015, an award ceremony hosted by Insights to recognize and award the most performing contact centers in the region.

Contact Center 63

Contact Center 63

Topdown

JANUARY 23, 2016

In 2015, StackEngine sponsored a survey, conducted by VMblog.com and CloudCow.com on Docker container adoption, traction, challenges and usage. StackEngine summarized their key findings in a nifty infographic they shared on their blog. Full results of the survey are also available to download as well.

Surveys 63

Surveys Customer Experience 63

ijgolding

SEPTEMBER 24, 2015

The 2015 results appear to go a step further. The opening paragraph of the 2015 analysis written by Tim Knight and David Conway states: It is a universal truth, increasingly understood, that a brand is not what a company says it is, but what its customers feel it is. It is refreshing to see this stance bourne out by the 2015 results.

Customer Experience 87

Customer Experience Advertising Banking Customer centricity 87

Uniphore

AUGUST 11, 2015

Jacada is exhibiting at SpeechTEK 2015 , August 17 – 19, 2015 at the Marriott Marquis at NYC. Find us at booth # 620 where we’ll be demonstrating our Visual IVR technology and discussing:

Interactive Voice Response 66

Interactive Voice Response Technology 66

Vcaretec

JUNE 6, 2022

For some online retailers, the holiday season can make up 40% of their annual revenue. Naturally, a large portion of sales are concentrated on spending holidays like Black Friday, Cyber Monday, and Green Tuesday.

Customer Care 91

Customer Care Service level Sales Customer Support 91

C3Centricity

JANUARY 15, 2016

The post Best Marketing Quotes of 2015 & their Implications for Your Business appeared first on C3Centricity. There will also be more content with a great new series of webinars to watch, and new templates, presentations, case studies and videos for you to review and [.].

Marketing 48

Marketing Customer centricity 48

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Below are the top six customer service trends for 2015 according to Forrester : 1. According to Forrester, emerging customer support channels such as mobile and web self-service and video chat will gain momentum in 2015.

Customer Service 66

Customer Service Customer centricity call center software Analytics 66

teleopti

OCTOBER 9, 2018

Em 2015, a Teleopti participou pela primeira vez do congresso, prestigiando o tema Inovações sem Limites. O CONAREC, que aconteceu entre os dias 01 e 02 de setembro, é considerado o maior e mais importante congresso de relacionamento com clientes do país.

48

48

PeopleMetrics

JULY 14, 2015

Winners of the 2015 Award are: Jen Beier of 1st National Bank. PeopleMetrics is pleased to announce its 2015 award winners and congratulates the companies that employ them. Brian Hecker, Partner at Crowe Horwath LLP. Michael Earles, Manager at Crowe Horwath LLP. Three Qualities of Brand Ambassadors.

Brand ambassadors 88

Brand ambassadors Customer centricity Banking Feedback 88

teleopti

OCTOBER 9, 2018

in 2015, this time around with partner VoiceCyber for their jointly developed workforce-optimization (WFO) solution. Teleopti, the global leader in workforce-management software for contact centers, has announced it has once again been recognized by Gartner, Inc.

Contact Center 48

Contact Center Management 48

Up Your Service

DECEMBER 29, 2015

The post Top 5 Provocative Posts from 2015 appeared first on UP Your Service. Measure the Leading Indicators of a Stronger Service Culture. by Ron Kaufman. Which post is your favorite? What are your thoughts and comments? We look forward to hearing from you!

Customer Service 61

Customer Service 61

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 49

Customer Service Multichannel Benchmark Contact Center 49

Customer Interactions

NOVEMBER 10, 2015

As we wind up 2015, everyone is talking about what the future holds. We may just have to subtitle this week’s CMO Perspectives as the week of 2016 predictions and analysts.

56

56

Customer Interactions

JULY 7, 2015

More than 1,500 attendees, consisting of customers, industry leaders and experts, gathered on June 2nd for the kick-off Interactions 2015, the largest customer event of the year!

59

59

Customer Interactions

OCTOBER 27, 2015

Add to that these brilliant pieces including; Dr Natalie Petouhoff’s [constellationr.com] “7 Ways for CMOs to Thrive When Leading CX”, Simon Yates [Gartner.com] on the Gartner 2015-2016 CMO Survey and Joe Ruiz [maximizesocialbusiness.com] talking about social capital fuelling CX marketing, and you have this week’s CMO Perspectives.

Surveys 53

Surveys Sales Marketing Customer Experience 53

ForeSee

JUNE 9, 2015

Looking back, here are 8 things that I will take away: The post Voice of Customer Lessons Learned at the 2015 Answers Summit appeared first on ForeSee. You basically get an inside look of various marketing departments and how they make decisions.

Analytics 76

Analytics Marketing Customer Experience 76

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

ijgolding

DECEMBER 30, 2014

There are now 129 CCXPs around the globe – these numbers will increase dramatically in 2015. That is why the significance of Customer Experience in driving the sustainable growth of businesses must become even more prominent in 2015, not less. So what should we be looking for in the world of Customer Experience in 2015?

Customer Experience 85

Customer Experience Customer centricity Personalization 85

ijgolding

SEPTEMBER 29, 2015

On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. The 2015 UK Customer Experience Awards was a HUGE event. In 2015, the finalists were quite simply incredible. This year did not disappoint.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

LiveChat

DECEMBER 28, 2015

Get ready for best campaigns of 2015. This breathtaking ad was was heavily commended and awarded on 2015 Cannes Lions International Festival. Geico’s “Unskippable” campaign is not only one of most funny and innovative ads of 2015, it’s said to be one of the best campaigns of the year. was almost 300 minutes in 2015.

Advertising 52

Advertising Entertainment Education Marketing 52

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Talkdesk

JANUARY 26, 2015

So why is 2015 any different? Because failing to provide customer-centric support could literally sink your business in 2015. Now allow me to keep it with some helpful tips on how you and your team can provide better customer support in 2015: Tip #1 Know everything about your customers. Do I have your attention now?

Customer Support 50

Customer Support Customer centricity call center software CRM 50

PeopleMetrics

JANUARY 12, 2015

In 2015, we’re improving the look and feel of our Voice of the Customer platform. The upcoming update is based on user feedback, and it’s a major step forward in our ongoing development to improve our user experience (UX). In this blog post, we’ll cover two key areas: the Dashboard and Real-Time Reports.

Feedback 79

Feedback Accountability Personalization Customer Experience 79

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

CX Journey

NOVEMBER 25, 2014

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. This year, Robert again put together his proposed trends for the upcoming year.

Finance 68

Finance Advertising Marketing Metrics 68

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. I sincerely hope you've enjoyed following along as much as we've enjoyed writing for you.

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

ForeSee

NOVEMBER 19, 2015

Just like the shopping season, the fielding for our annual holiday research report, the ForeSee Experience Index (FXI) 2015 Retail Edition, is in full swing. The post 2015 ForeSee Experience Index (FXI): Early Holiday Retail Insights appeared first on ForeSee.

Surveys 45

Surveys Customer Experience Multichannel 45

Customers That Stick

OCTOBER 1, 2015

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 160

Customer Service 160

CSM Magazine

JUNE 12, 2015

Based on rigorous testing of CRM software applications from around the world, ISM has announced the winners of the 2015/16 Top 15 CRM Software Awards. Maximizer CRM 2015 R2 – by Maximizer Software Inc. Each software application is rated according to 179 selection criteria. Sugar CRM v. 7.6 – by Sugar CRM. ISM Top 15 CRM SMB Winners.

CRM 40

CRM Enterprise Big data Customer centricity 40

Talkdesk

JANUARY 22, 2015

Because 2015 is the year of the customer. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. Now that’s service in 2015! Party’s over.

Customer centricity 50

Customer centricity Interactive Voice Response Self service call center software 50

CCNG

APRIL 13, 2021

By 2015, businesses had access to highly integrated networks of software and the ability to source all the capabilities they needed from one vendor or solution, yet most large enterprise organizations were slow to adopt cloud solutions due to concerns about security issues and loss of control.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

Toister Performance Solutions

MARCH 11, 2021

Benchmark Portal's last Agent Voices Report was released in 2015. Overall satisfaction You might expect a steep drop in agent satisfaction, but it was only 3 percent lower than in 2015. Vision This was another category of questions that surprised, with the results remaining virtually unchanged from 2015. Posting a 7.4

Contact Center 121

Contact Center Benchmark Surveys Feedback 121

ForeSee

JANUARY 8, 2015

The post NRF 2015: Before Deciding Where to Invest, Determine What Your Customers Want appeared first on ForeSee. And satisfied, loyal customers are made when you provide great customer experiences. And understanding how to improve the customer experience starts when you measure the right way.

Multichannel 72

Multichannel Technology Customer Experience 72

Up Your Service

DECEMBER 29, 2015

The post Top 5 Provocative Posts from 2015 appeared first on UP Your Service. Measure the Leading Indicators of a Stronger Service Culture. by Ron Kaufman. Which post is your favorite? What are your thoughts and comments? We look forward to hearing from you!

Customer Service 40

Customer Service 40

Contact Center Pipeline

APRIL 2, 2015

Every year, we Workforce Managers get to play with unique and exciting situations around holidays. This year the special one to look out for is Independence Day, because 4th of July happens on a Saturday. By law, when a holiday falls on a Saturday, it is observed on the Friday before, so the big hit […].

Management 100

Management Contact Center Call Center 100

Customer Interactions

DECEMBER 8, 2015

CMO Perspectives this week features; Shep Hyken [mycustomer.com] saying we cannot start predicting what CX will be in 2016 until we fully analyze and understand the trends of 2015; Dom Nicastro [CMSwirse.com] on trends showing that CX has fallen in marketing priority and more.

Marketing 33

Marketing 33