Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

VocalCom

DECEMBER 4, 2017

While artificial intelligence may not be new, its growing significance to the customer experience certainly is. In the past few years, many companies have recognized the power of AI for revolutionizing the sales and customer service processes. Here are five ways blended AI may transform customer service and sales in 2018.

Sales 0

Sales Contact center software Contact Center Self service 0

Eptica

OCTOBER 24, 2018

Date: Wednesday, October 24, 2018 Author: Anne-Claire Bellec - Marketing Director Creating the customer service agents of the future. Published on: October 24, 2018. They need to be able to see and understand all the interactions in a customer conversation, no matter what the channel, and to respond on the channel of choice.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

SharpenCX

JUNE 30, 2021

According to PWC , the number of companies investing in their omnichannel customer experience jumped by more than 300% from 2010 and 2020. Companies knew it was taking the customer service world by storm, but as with any trend, it was hard to predict if it’d be fleeting or if it’d stick around. The result?

Customer Experience 76

Customer Experience Multichannel Customer retention Customer centricity 76

Talkdesk

OCTOBER 18, 2018

For the second year in a row, Talkdesk is recognized as a Visionary by Gartner in the 2018 Magic Quadrant for Contact Center as a Service, North America , and highest among Visionaries on the Ability to Execute scale. Gartner performed a rigorous evaluation of 10 call center vendors for completeness of vision and ability to execute.

Contact Center 56

Contact Center Multichannel Call Center Sales 56

ijgolding

AUGUST 30, 2018

However, whilst there have been one or two technological advances since the man who lodged the complaint, Nanni, felt compelled to write about his incorrect iron ore delivery on a tablet of stone, the emotions we are left with after many customer experiences 4,000 years later, have moved on to a much lesser degree.

Customer Experience 66

Customer Experience Multichannel Benchmark Banking 66

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result? Data in this report comes from a February 2018 survey of 475 U.S. 3) Increasing customer lifetime value.

Surveys 54

Surveys Customer Support B2C CRM 54

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Published on: March 14, 2018. Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies.

Banking 49

Banking Customer Experience Multichannel Government 49

COPC

SEPTEMBER 25, 2018

The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer Response Summit, which took place September 11-12 in Marina del Rey, California. The 2018 CXMB Series Consumer Edition is the 12 th volume in the series.

Multichannel 40

Multichannel Benchmark Surveys Customer Experience 40

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. And smartphone penetration continues to grow – figures from Zenith Optimedia show that nearly two thirds (66.5%) of consumers in key digital markets such as the United States, Western Europe and Asia Pacific , will own smartphones by 2018.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? This frees up their time to focus on the consumer, and their needs, improving the experience and driving loyalty.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

Eptica

JANUARY 17, 2018

Date: Wednesday, January 17, 2018 5 ways to get your email customer service ready for 2018. Published on: January 17, 2018. Author: Pauline Ashenden Despite the rise of new channels such as social media, email is still the number one digital channel for customer service. Putting the customer first this Christmas.

Customer Service 49

Customer Service Multichannel Best practices Surveys 49

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. Whether it is a flight or a break, people want a relaxing, stress-free experience, from researching destinations, booking their trip to going on the holiday itself.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. Luke Jamieson is a Leader in Customer and Employee Experience, is well-versed in Omni-Channel implementation and transformation. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018.

Transportation 40

Transportation Government Multichannel Consulting 40

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. And I was honoured to be named ‘Most Influential Marketing Manager 2018 – UK’ as part of the 2018 Business Woman Elite Awards for my work at Creative Virtual.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Eptica

JULY 11, 2018

Date: Wednesday, July 11, 2018 Author: Pauline Ashenden - Marketing Manager How to choose the right customer experience platform for your organization. Published on: July 11, 2018. That’s why organizations switch to a customer experience software platform to underpin CX. Share this page on: Tweet.

Customer Experience 51

Customer Experience Average Handle Time Multichannel SaaS 51

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. A Friction-less Experience Will Be Mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

Callminer

FEBRUARY 27, 2019

Social media has made negative experiences much more dangerous for companies as the reach of criticism is magnified. Getting the customer experience right and keeping it right is more important,’ he says. Companies that are not focused on the customer experience will rarely be able to deliver anything more than average service.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? Published on: August 08, 2018. Switching on better customer service However, for years telcos have generally had a reputation for considering service as an afterthought.

Customer Experience 49

Customer Experience Multichannel Best practices Chatbots 49

aircall

JANUARY 26, 2018

These are the knowable things: it’s 2018, every customer wants to be treated like the monarch of small European nation, and your support staff are working tirelessly to make everyone happy. It’s also the age of multichannel communications.

CRM 91

CRM Multichannel Sales Call Center 91

Eptica

JULY 21, 2019

Author: Guest author: Adrian Swinscoe I believe that the customer experience (CX) space is becoming like prog rock in the 1970s…… overly technical, too elaborate and complicated, inwardly focused, a little exclusive and in danger of disappearing up it’s own a. Published on: July 24, 2019. I think so. What about you?

Multichannel 86

Multichannel Best practices Benchmark Surveys 86

Fonolo

JANUARY 9, 2018

Imagine if someone from this industry time-travelled to 2018 from, say, 5 years ago. Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. There are a ton of improved customer experiences to be gained… Since you only pay for what you use, there’s nothing for you to risk.

Call Center 65

Call Center Multichannel APIs Contact Center 65

Sykes

MARCH 5, 2019

HFS Research recognized Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), as a true industry leader, ranking SYKES #1 for vision and go-to-market strategy and #3 overall in their Front Office Customer Engagement Operations Top 10 Report, published January 31, 2019.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. Basic support resolution is not enough.

Customer Service 49

Customer Service Customer Experience Multichannel Customer Care 49

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. Published on: November 21, 2018. The key is delivering a customer experience that engages consumers and builds loyalty, particularly online.

Multichannel 62

Multichannel Best practices Surveys Sales 62

Outsource Consultants

MARCH 9, 2018

When considering a provider, think about any multichannel services you may also need. Our mission is to help your company provide the best customer experience, helping you achieve your business objectives cost-effectively and with the highest level of quality. Considering adding a new outsource call center partner in 2018?

outsourcing 98

outsourcing Call Center Interactive Voice Response Consulting 98

Maru Group

NOVEMBER 28, 2018

In fact, 2018 Maru/edr results from two days before the big day itself found that over half (55%) of Black Friday shoppers had already completed a discounted purchase, the majority online. Maru/edr track customer experience feedback over a number of leading retail websites. The impact on customer experience.

Multichannel 40

Multichannel Feedback Sales Customer Experience 40

Comm100

FEBRUARY 5, 2018

What Customer Engagement Software Tools Are There? Multichannel and Omnichannel Software. Exploring A Broad Term: What Is Customer Engagement Software? Unlike physical engagement, virtual engagement prompted a continuous back-and-forth dialogue between companies, customers, and customers-to-be. CRM Software.

CRM 68

CRM Marketing Multichannel Self service 68

VocalCom

JANUARY 28, 2019

When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. Here are seven major trends shaping the customer experience in 2019.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 48

Interactive Voice Response Multichannel Banking Surveys 48

CSM Magazine

MARCH 1, 2022

Calabrio, the customer experience intelligence company, announced today that Cazoo, the UK online car retailer, is utilising its workforce management (WFM) solution to automate the planning of the company’s rapidly expanding contact centre workforce. For more information, visit www.cazoo.co.uk. About Calabrio.

Management 59

Management Multichannel Finance Employee engagement 59

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. Published on: February 21, 2018. That makes social customer service a major, growing part of every brand’s customer experience. Understanding your customers to transform CX. Share this page on: Tweet.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

CrazyCall

JANUARY 11, 2019

Remember that 1 in 4 customers uses ad blocker of some kind in 2018. Top companies try to be part of this sale trend in 2018 and are going to continue it in 2019. Stay ahead of competitors and bring your top game to deliver the best customer experience. How to deal with customers losing trust?

Sales 83

Sales Advertising Marketing Multichannel 83

NICE inContact

DECEMBER 17, 2018

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. CX is the yardstick by which every customer judges their relationship with your business. At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service.

Multichannel 48

Multichannel Contact Center contact center solutions Cloud contact 48

Outsource Consultants

MARCH 9, 2018

In a recent article , Shelby Faris points out that while many companies have been putting emphasis on the customer experience in recent years, it can only take you so far before you need to bring the emphasis back on customer service. Agent experience will be enhanced. Stronger cloud software security. Shelby Faris .

Call Center 52

Call Center Interactive Voice Response outsourcing Multichannel 52