VocalCom

JUNE 16, 2020

A recent Gartner study reveals that 89% of companies expect to compete based on customer experience and services. The COVID-19 pandemic has put to the fore the importance of the contact center as a pillar of customer experience – during the height of the crisis, it became the single contact point between the brand and the customer.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

VocalCom

JUNE 22, 2020

To support remote agents, it is critical to deploy an intuitive and easy-to-use Cloud contact center platform requiring minimal training to be autonomous and efficient. Want to know more about the evolution of contact centers ? times more likely to stay than leave within a year, according to McKinsey & Co.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

VocalCom

MARCH 26, 2018

Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. A BT study found that, while 73% of respondents liked using digital self-service tools, 92% experienced problems using them. So what does this mean for your brand?

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

VocalCom

MARCH 19, 2018

According to a study by Collective Bias, 70% of millennial customers are influenced by their peers when making purchasing decisions. In addition, the study revealed that 30% of consumers are more likely to purchase a product recommended by a blogger who is not a celebrity. Greater peer influence.

Customer Service 90

Customer Service Contact center software Chatbots Entertainment 90

VocalCom

FEBRUARY 5, 2018

According to a study of customer emotions conducted by Motista, customers who feel both satisfied and emotionally connected to a brand are 52% more valuable than those who are just highly satisfied. As a Walker study affirms, by 2020 customer experience will overtake price and product as the key brand differentiator.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

VocalCom

FEBRUARY 12, 2018

A recent study by Conduent, which surveyed customers in the U.S. This statistic is hardly unique, as many studies reveal the same sentiment. A study by Coleman Parkes found that 91% of respondents would use an online knowledge base if it were available and designed to meet their needs. Personalize each experience.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center?

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Playvox

MAY 4, 2023

A true omnichannel contact center integrates its engagement channels so that agents have full access to a customer’s history, no matter what channel they reach out in. Multichannel contact centers offer service in many digital channels, but those channels are siloed. Don’t you feel the same? It’s a win-win.

Contact Center 52

Contact Center Multichannel contact center solutions Average Handle Time 52

Hodusoft

SEPTEMBER 18, 2024

A cloud contact center is a modern solution to these inefficiencies, offering essential features such as IVR, call recording, and omnichannel capabilities. On-Hold Time As per the same study, the average on-hold time is 4.4 Some decades back, health maintenance organizations used manual processes to run their call centers.

Call Center 52

Call Center Contact center software Healthcare Contact Center 52

VocalCom

FEBRUARY 19, 2018

According to a Wistia study, two minutes is an ideal length of time for a brand video. Memorable television commercials often deliver their messages quickly. Your video content should do the same, as engagement increases when videos are short. After that, concentration drops considerably, with many customers leaving the videos unfinished.

Contact center software 96

Contact center software Entertainment Advertising Contact Center 96

VocalCom

JANUARY 22, 2018

A Wunderman study found that 56% of customers feel more loyal to companies that demonstrate a deep understanding of their preferences and priorities. If your brand makes an effort to closely match products to your customers’ tastes, their satisfaction will increase. They become loyal customers.

Personalization 90

Personalization Sales Contact center software Upselling 90

VocalCom

FEBRUARY 27, 2018

A recent Twilio study found that 9 out of 10 consumers want to use messaging programs to contact brands. You may discover, for example, that certain processes could benefit from chatbot assistance, whereas other areas of the customer experience are lacking in human support.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

VocalCom

DECEMBER 25, 2017

According to a Forrester study, 50% of shoppers expect to be able to purchase online and pick up in-store. For example, one customer may like to order a product and pick it up in-store, whereas another might visit a store to learn more about products only available online.

Contact center software 88

Contact center software Surveys Contact Center Customer retention 88

VocalCom

DECEMBER 4, 2017

With AI, brands are expected to save even more: According to a study by Juniper Research, chat bots may help cut business costs by more than $8 billion per year by 2022. Omnichannel customer service has made expensive channels such as voice less in demand, allowing companies to reduce costs.

Sales 0

Sales Contact center software Contact Center Self service 0

VocalCom

OCTOBER 16, 2017

Conversely, ignoring complaints is highly damaging—a Conversocial study found that 88% of consumers are less likely to purchase from brands that do not answer complaints on social media. Indeed, a study by Bain & Company found that customers spend 20-40% more when companies engage and respond on these platforms.

Customer Service 54

Customer Service Contact center software Customer advocacy Contact Center 54

VocalCom

JULY 31, 2017

For this reason, many companies are using customer journey mapping to study the user experience and learn where improvements can be made. The same study reveals tremendous potential for increased sales. Taking the perspective of the customer is essential to understanding his experience with a brand. Increased sales.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

VocalCom

APRIL 2, 2018

As many studies have shown, digital channels are favored only when they work seamlessly. A Google study found that 59% of respondents prefer to call a business rather than make contact online with the hope of getting a quick answer.

Interactive Voice Response 48

Interactive Voice Response Contact center software Average Handle Time Self service 48

NobelBiz

FEBRUARY 7, 2022

Update your clients on your multichannel Customers being informed about a new alternative service could help the contact center’s channel-shift strategy. Also, keep in mind that customers may use a second device to contact you via chat at the same time while they look for the quickest answer.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

VocalCom

AUGUST 21, 2017

According to a study conducted by the public relations agency Cohn & Wolfe, the number one quality customers demand from brands is honesty about their products and services. Here are five key terms that drive great customer experiences and keep the customer’s interests at heart. Accountability. Great customer experiences begin with trust.

Customer Experience 48

Customer Experience Abandon rate Contact center software Interactive Voice Response 48

VocalCom

JULY 2, 2018

A Pew Research Center study found that 64% of Americans had personally experienced a data breach, and nearly half of all Americans do not trust the federal government or social media sites to protect their data. Customer data has long been a sensitive issue.

Management 48

Management Contact center software Government Contact Center 48

VocalCom

OCTOBER 2, 2017

However, the traditional voice channel is far from extinct—a recent Google study found that 61% of mobile users call businesses during the purchasing phase, with 59% seeking a quick answer and 57% wishing to speak to a real person.

Contact center software 48

Contact center software Contact Center Customer Service Marketing 48

VocalCom

JUNE 18, 2018

According to a recent study by West Unified Communications Services, 74% of the customers surveyed were frustrated that service was only available during business hours. Many companies consider an omnichannel approach the solution to this problem, but there is one question that must be answered: Is your brand accessible 24/7?

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

VocalCom

OCTOBER 24, 2017

A global study entitled “The Self-Service Economy” found that 70% of customers expect a self-service option for handling commercial questions and complaints, highlighting the importance of automation for great customer experiences.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

VocalCom

SEPTEMBER 4, 2017

For example, outline the process in numbered steps, use trusted forms of payment, offer customer passwords for secure logins, and provide confirmation numbers with contact information should customers have questions immediately following purchase. Offer timely service. Timeliness is essential to trust and has a major impact on sales.

Contact center software 48

Contact center software Interactive Voice Response Contact Center Surveys 48

VocalCom

JANUARY 28, 2019

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

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48