BlueOcean

APRIL 15, 2019

How outsourcers build that connection between agent/customer/client brand is the secret sauce – and if you are going to RFP for a new customer care provider, that’s where you should be probing for specific examples and process details. Empowering Your Team to Deliver Kick-Ass Customer Experience. Read this next!

Customer Care 75

Customer Care Coaching outsourcing Contact Center 75

Global Response

OCTOBER 15, 2024

The way people shop has changed and become more connected, and as a result, customer support needs to be more streamlined and centralized. An omnichannel contact center integrates customer communication across channels to provide a seamless experience and superior customer care. and solve problems quickly and effectively.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

DMG Consulting

JULY 31, 2019

DMG Consulting Releases 2019 Call Tracking Product Report. What: Releases 2019 Call Tracking Product Report . When: Today, 17 July 2019. DMG expects revenue in the call tracking market to grow by 10% – 15% in each of the next 3 years, 2019 – 2021. Improved marketing effectiveness for the digital era.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

Avaya

MARCH 19, 2019

This blog was first published Jan 31, 2019 on the C3i Solutions blog. It’s time to prepare for the growth of digital and social in customer care in 2019. Social Media for Customer Care. In 2019, social care will be the new connection to your customers. Private Messaging on the Rise.

Customer Care 45

Customer Care Surveys Technology Marketing 45

Skybridge

NOVEMBER 12, 2020

And too many executives perceive Customer Experience as something they can train their employees to do without seeing the bigger picture and building the requisite customer-centric culture, processes and technology. In 2020 The Petrova Experience conducted a leadership survey across industries. There is too much fragmentation.

Customer Care 52

Customer Care Government Self service Education 52

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. When: Today, 5 June 2019. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. compared to 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

TechSee

APRIL 10, 2019

Customer-centricity has been proven to drive repeat business, increase customer loyalty and boost profits. It therefore comes as no surprise that Econsultancy ’s survey showed that companies feel enhancing CX is the single most exciting opportunity for 2019, ahead of both content marketing and mobile marketing.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

DMG Consulting

DECEMBER 10, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization. 11/12/2019. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. When: Today, 12 November 2019. improvement.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. What: Releases 2019 Robotic Process Automation Product and Market Report. When: Today, 3 October 2019. OnviSource is covered at a high level.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. What: Releases 2019 – 2020 Workforce Management Product and Market Report. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. When: Today, 28 August 2019.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. When: Today, 23 May 2019. Botanic Technologies and Capito.ai

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2018 – 2019 Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. What: Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market. in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. Differentiated and compelling capabilities driving growth.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. What: Releases 2018 – 2019 Workforce Management Product and Market Report. The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. Strong momentum driving market growth and investment.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 48

CX Global Media

JULY 12, 2019

Not counting layoffs or other types of involuntary termination, data from the US Bureau of Labor Statistics shows that three and a half million employees have left their job voluntarily every month since January 2019. Bill White Executive Director – Customer Care, ???Stuller, Stuller, Inc.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Jon Arnold

MARCH 29, 2019

Our paths first crossed while visiting their booth at last year’s ITExpo, and again in late January at the 2019 ITExpo. Building on that, I was the only analyst invited to their 2019 U.S. The technology may be new for them, but the underlying problems they’re trying to address for customers are not new at all.

Enterprise 45

Enterprise Sales B2B SaaS 45

VHT

OCTOBER 18, 2018

The business lowered costs while maintaining superior customer experience (CX). Social Media Customer Care. According to a 2018 Pew Internet Survey, 68% of US adults use Facebook and 24% use Twitter. The post A Contact Center Expert’s Guide to Improving CX in 2019 appeared first on VHT.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

BlueOcean

MARCH 31, 2021

COVID-19 has significantly impacted customer behaviors and expectations. In fact, in a survey from Noble Systems , almost 54% of respondents claimed to have noticed behavioral changes in their customers over the last 12 months. This inevitably translates to higher contact volume in the customer care realm.

Customer Care 62

Customer Care Self service Contact Center Healthcare 62

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. About Blue Ocean.

Customer Care 62

Customer Care Education Contact Center Sales 62

Interactions

FEBRUARY 20, 2019

Sure, the idea of talking to a bot online seems like it would be a quick and efficient way to solve your customer care inquiry, but is that really the case? 54% of online consumers expect interactions with a company’s customer service chatbot to negatively affect their quality of life.³. Chatbots CAN help (when done correctly).

Chatbots 54

Chatbots Analytics Enterprise Surveys 54

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Blue Ocean is an award-winning provider of innovative customer care solutions.

Customer Service 62

Customer Service Technical Support Customer Care Education 62

Interactions

JUNE 13, 2019

Not only does it become the face of every interaction with your customers, but it can break the bank if you’re not careful. However, with the right technology, ROI and cost efficiencies can be just as transformational as an IVAs impact on customer care.

Contact Center 63

Contact Center Surveys Banking Chatbots 63

Netomi

MARCH 27, 2022

Throughout the entire customer lifecycle, there are many moments that add up to a person’s relationship with and feelings towards a brand. This includes in-store and online shopping experiences, customer care interactions and learning to use a product itself. CSAT is often measured by completing customer satisfaction surveys.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Skybridge

JUNE 3, 2020

If you’ve been working at your CX strategy for a while now, chances are, you have customer information as fresh and recent as Q4 2019…. “…but That’s according to Christine Rimer, vice president of customer experience and advocacy at Survey Monkey. Yes, surveys are incredibly helpful. She’s right. Anticipate needs.

B2B 52

B2B Customer centricity Surveys Best practices 52

Stafford Communications

MAY 12, 2020

Customer Satisfaction (CSAT) CSAT is most often measured via a five- or seven-point scale with a simple question such as “How satisfied were you with your service experience?” There have been many books written on survey question design, so we won’t go into that. It also doesn’t have a following outside of the customer care department.

Benchmark 52

Benchmark Healthcare Contact Center Consulting 52

Ansafone

OCTOBER 5, 2017

A recent Accenture study surveyed more than 25,000 U.S. In fact, according to a BIA/Kelsey report , a predicted 162 billion calls will be made to businesses from smartphones in 2019. However, amid all of these options, they actually prefer to use the telephone.

Sales 69

Sales Contact Center Surveys Accountability 69

SharpenCX

FEBRUARY 10, 2021

Customers who had breakdowns in their interactions rose 10% over 2019 according to The National Customer Rage Study. As customers grow restless to get the customer journey they expect, how can you help solve their growing list of grievances? Solicit customer feedback with surveys. What’s more?

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

DMG Consulting

APRIL 15, 2020

Calabrio has two WFM solutions included in this analysis: Calabrio WFM, their legacy product, and Calabrio Teleopti WFM, based on their acquisition of Teleopti AB in June 2019.). It features 4 leading WFM vendors – Aspect, Calabrio, NICE, and Verint – and 5 WFM suites. QStory Ltd. is covered at a higher level. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Marketing Management 62

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. Both in 2018 and 2019, we polled CCW attendees about the critical issues they’re facing in two overarching categories: agent challenges and operational challenges.

Contact Center 59

Contact Center Coaching Scripts Management 59

BlueOcean

AUGUST 9, 2021

The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. Simply request pricing for our outsourced customer care solution. This lines up with market predictions; contact center AI is expected to soar from $800 million in 2019 to $2.8 billion by 2024.

Contact Center 62

Contact Center Technology outsourcing At home agents 62

Interactions

FEBRUARY 6, 2019

There’s no question that companies who implement a conversational AI solution for their customer care strategy are making the right choice. Intelligent Virtual Assistants (IVAs) have proven to transform customer care while reducing operational costs for companies in a variety of industries. not so much.

Customer Care 48

Customer Care APIs Chatbots Enterprise 48

Comm100

MAY 20, 2022

adults surveyed now say that they’re online “almost constantly”. People expect fast customer service. 90% of consumers say that an immediate response to customer service questions is important or very important. Between 2019 and 2020, chat duration rose by 18%. The Internet has become part of daily life. 31% of U.S.

Wait times 97

Wait times Benchmark Sales Personalization 97

teleopti

FEBRUARY 4, 2019

Rob Clarke at Teleopti sheds light on a few golden rules for corporate-wide customer service. When research and analyst company Econsultancy conducted a survey for digital marketing trends , it asked companies to state the single most exciting opportunity for 2019. What technology do we need to support a customer focus?

Customer Service 48

Customer Service Customer Care Contact Center Chatbots 48