2018 Benchmark Contact Center 
CX Global Media
NOVEMBER 19, 2018
Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. few rated as exceptional contact center leaders are embracing the change.
ShepHyken
APRIL 13, 2018
As has been widely noted in today’s marketplace, your customers’ opinions and expectations – for good or bad, reasonable or not – are your company’s new benchmark. CCW’s report lists “indirect social commentary” as an important source of intelligence, and 50 percent of respondents plan to make social media monitoring a priority in 2018.
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Aspect
OCTOBER 19, 2017
It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). The survey will remain open until April 15, 2018. The post Aspect CEC Benchmark – Early Results In appeared first on Aspect Blogs.
Fonolo
DECEMBER 11, 2018
The tweets informing the report this year confirm that: a) customers are increasingly turning to social media to publicly out companies for poor customer service handling; and b) a benchmark of this poor service is placing a customer on hold. The Top Contact Center Trends to Watch in 2019. Virgin Media. Delta Airlines.
CX Global Media
SEPTEMBER 17, 2018
Empathy training is a waste of time and will have little to no effect on the customer experience in your contact center. Many, if not all of these 7 elements can be found in contact centers where empathy is part of the customer experience. High-performing contact centers avoid this pitfall.
Fonolo
APRIL 24, 2018
It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).
CSM Magazine
JANUARY 31, 2018
Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience. Brexit will drive consolidation. About the Author.
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