Customer Bliss

JANUARY 18, 2017

He graduated from Butler University in 2014 and lives in Carmel, IN. Sharpen is a cloud native contact center platform that enables customer experience teams to establish a better relationship with their customers. About Michael Becker. . Michael Becker is a content marketing strategist at Sharpen. Connect: LinkedIn | Twitter.

Multi-Channel 212

Multi-Channel 2014 Contact Center Interaction 212

Customers That Stick

DECEMBER 15, 2014

VOLUME 37: November 2014. Sell, Sell, Sell in the Contact Center With These Three Customer Care Metrics – Three ways to tactfully sell in the contact center. Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.

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Contact Center Document 2014 Customer Care 126

Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. This is where your contact center strategy plays a crucial role. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Embrace the cloud.

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Banking Contact Center Virtual Agent Financial 119

Calabrio

NOVEMBER 18, 2015

Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Contact center agents are at the forefront of addressing client needs and have a direct and profound impact on customer experiences.

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Contact Center Net Promoter Score 2014 Customer Satisfaction 49

CSM Magazine

SEPTEMBER 28, 2021

Kore.ai , a top conversational AI software company, today announced the launch of SmartAssist, the world’s first AI-native end-to-end Contact Center as-a-Service [CCaaS] solution. “Kore.ai ” Key features of Kore.ai SmartAssist include: Automation. The top four banks, top three healthcare businesses in the U.S.,

Contact Center 52

Contact Center Average Handle Time 2014 Healthcare 52

Stella Connect

JULY 17, 2017

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Fielding contacts (some 850,000 per year) left agents weary. Churn was predictably high: in a typical training class, only half stuck around long enough to make it to the contact center floor.

Contact Center 45

Contact Center Sales Metrics Apparel 45

ShepHyken

OCTOBER 28, 2016

Michael Becker is a content strategist at Sharpen , a cloud-native contact center provider. He graduated from Butler University in 2014 with a B.A. He has experience in marketing for two SaaS companies and is passionate about the overall custoemr experience. in integrated communications and journalism. Connect on Twitter.

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Blog 2014 Poor Customer Service Contact Center 133

Eptica

SEPTEMBER 10, 2015

Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Email customer service Just half of companies allowed non-customers to contact them by email – the same number as in 2015. In comparison, consumer electronics retailers answered 80% of queries.

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Customer Service 2015 2014 Social Media 76

Joe Rawlinson

AUGUST 9, 2017

Empower your customer service team to handle service tickets across all channels by adopting a virtual call center platform such as 8×8 Virtual Contact Center that is equipped to deliver a consistent omni-channel experience. Add Value by Utilizing Technological Innovations.

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

NICE inContact

DECEMBER 9, 2015

As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Searching for the Ideal Contact Center System. Scalability to satisfy seasonal call volumes. Flexibility to handle growth.

E Commerce 75

E Commerce Customer Service Contact Center E-support 75

Eptica

AUGUST 19, 2015

Author: Derek Lewis Categorie(s): Contact Center Customer Engagement Customer Experience Customer Service Forrester Gartner Linguistics Self-service Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience.

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Customer Service 2015 Wireless Contact Center 85

Eptica

OCTOBER 6, 2015

This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. This is one reason for continued high call volumes to utility contact centers. Share this page on: Tweet.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Talkdesk

MAY 15, 2019

But in 2014, I tried something new. Shift needed a better way to route calls to agents across their three contact centers. With aggressive goals to improve answer rates and raise NPS, the team knew their current contact center solution wasn’t going to deliver the results they needed.

Contact Center 40

Contact Center Customer Experience 2014 NPS 40

Talkdesk

MAY 15, 2019

But in 2014, I tried something new. Shift needed a better way to route calls to agents across their three contact centers. With aggressive goals to improve answer rates and raise NPS, the team knew their current contact center solution wasn’t going to deliver the results they needed.

Contact Center 40

Contact Center Customer Experience 2014 NPS 40

Talkdesk

APRIL 8, 2020

In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. The organization sought out a new contact center solution with skills-based routing, call recording, robust monitoring and the ability to provide listen-in support to coach agents while interacting with customers.

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Contact Center 2014 Call Recording Call Center 69

Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

2015 97

2015 Multi-Channel 2014 CEM 97

Eptica

SEPTEMBER 30, 2015

The 2015 Eptica Multichannel Customer Experience Study found that over half of routine customer questions were not answered successfully on digital channels by top UK brands , with little improvement since 2014. out of 100 – in January 2013 it was 78.2. Share this page on: Tweet.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Avaya

APRIL 3, 2017

In fact, in 2014, over 40 % of customers were already using up to seven different service channels including live chat, email, social media, SMS and traditional phone. As we’ve mentioned time and again, gaining a 360-degree view of the customer means serving both contact center and non-contact center environments within a company.

Contact Center 57

Contact Center Customer Journey Mapping Customer Journey 2014 57

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. As an example, AA Ireland has customers that have several policies renewing at different times.

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Contact Center 2006 2009 Insurance 64

Call Experts

DECEMBER 19, 2018

A 2014 report showed that Americans spend around $600 billion on average during the winter holiday season. Higher retail sales and holiday business hours lead to higher call volume at contact centers. Upgrade your property management services with a contact center. Rapid Adoption of AI.

Call Center 58

Call Center Contact Center 2018 2014 58

Eptica

JUNE 1, 2016

For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%. Speed and accuracy are declining The average 2016 conversation time of 7 minutes 40 seconds was nearly 30 seconds slower than 2015 , which in turn was nearly double the time taken in 2014. Share this page on: Tweet.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Eptica

JANUARY 8, 2016

33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014. 86% of consumers say they discover new brands or products using their mobile device , while Deloitte estimates that mobile influenced over 1 trillion dollars in sales in 2014. Share this page on: Tweet.

2015 49

2015 E Commerce Customer Experience 2014 49

Natalie Petouhof

DECEMBER 1, 2015

Tweet LiveOps, a global leader in cloud contact center and customer service solutions, and Marlin Equity Partners, a global investment firm with over $3 billion of capital under management, today announced the completion of Marlin’s acquisition of LiveOps Cloud Platform.

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Contact Center 2014 Customer Service Brands 45

Team HGS

FEBRUARY 6, 2018

This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. In fact, 8 in 10 Americans (81%) report that businesses are meeting or exceeding their service expectations, compared to 67% in 2014.

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2018 White Paper 2014 Contact Center 45

Calabrio

FEBRUARY 24, 2016

In 2014, it emerged as a top priority for marketers. But, if this burgeoning field is really the center of a business’s metaphorical solar system, then the contact center is the high-powered telescope through which the C-Suite can zero in. The number one response? Customer Experience. “In In 2015, it gained momentum.

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Customer Experience 2014 Contact Center 2015 40

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Sprint Wireless overhauled their customer care program, providing their call-center agents with real-time recommendations to improve retention.

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Blog Wireless 2017 Call Center 75

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Our customer, Hoveround Corporation , a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009.

Customer Experience 48

Customer Experience Contact Center 2009 Webinar 48

Eptica

JUNE 15, 2016

No wonder that Forrester’s research found that more people now use web self-service than the telephone to contact companies , with usage increasing from 67 percent of respondents in 2012 to 76 percent in 2014. On average the number of calls to the contact center fall by over 30%, and emails by more than 50%.

Multi-Channel 51

Multi-Channel Contact Center 2016 2012 51

Talkdesk

APRIL 22, 2021

A Talkdesk customer since 2014, Aspiration has been disrupting the finance industry by “turning every transaction into positive action”. The platform enables anyone, even without contact center expertise, to deploy and train new agents, create interactive voice response (IVR), and support workforce management. .

2014 75

2014 2021 2013 Financial 75

Eptica

JANUARY 27, 2016

Back in 2014, Comcast found this when a customer looking to cancel published an audio recording of one of its agents refusing to let him do so. But more importantly social media is a very public place, where it is easy to broadcast issues to the entire world , meaning that a single case of poor service can go viral very quickly.

E Commerce 50

E Commerce Customer Service Social Media 2016 50

Customer Interactions

JULY 7, 2015

For this week’s edition of CX Buzz, our team decided to focus on how to take initiative towards improving the customer experience in the contact center. Topics include the rise of the customer service standard, the customer experience battleground, and seamlessly creating a legendary customer experience.

2014 28

2014 Contact Center Article Insights 28

Customer Interactions

JULY 7, 2015

Omnichannel is the new buzzword, and those companies that know how to provide a seamless experience online, on mobile, in store as well as through their contact centers will come out ahead. In this week’s CX Buzz, we discuss the ever-changing customer service environment and what you need to do to remain competitive.

2014 28

2014 Contact Center Omnichannel Customer Service 28

Eptica

DECEMBER 11, 2015

In 2014 7% said they found it impossible or extremely difficult to find information on retailers’ websites – yet in 2015 this had trebled to 21%. Whether it is around delivery times, costs or returns policies, if websites don’t provide the right answers to customer queries consumers may well go elsewhere.

E Commerce 49

E Commerce Customer Service 2015 Social Media 49

Eptica

MARCH 4, 2016

Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered. Since we began, the importance of the customer experience, to both consumers and businesses, has increased dramatically. Share this page on: Tweet.

Brands 50

Brands Social Media 2016 2015 50

Customer Interactions

JULY 7, 2015

As for machines, whether we are talking about a mobile app or contact center software, customers value ease, quick resolution, and the ability to contact a company through multiple channels.

2014 28

2014 Contact Center Interaction Customer Experience 28

Eptica

JANUARY 6, 2016

Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers. What are the 4 key attributes of successful customer engagement? Share this page on: Tweet.

2015 50

2015 Customer Experience 2016 Social Media 50