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

Eptica

AUGUST 19, 2015

At the same time companies face a major challenge in scaling to successfully respond to the growing number of customer interactions , across a widening range of channels. This would seem to put the need for the human touch at the heart of customer service. Providing this is not always straightforward for agents. Share this page on: Tweet.

Customer Service 85

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

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. This means that a company has to stand for something, and deliver on its promises, in every interaction.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

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

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. Consumers want to interact on new channels. Consumers want to interact on ‘old’ channels too. Share this page on: Tweet.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

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.

Contact Center 69

Contact Center 2014 Call Recording Call Center 69

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

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.

Blog 75

Blog Wireless 2017 Call Center 75

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.

Contact Center 64

Contact Center 2006 2009 Insurance 64

Eptica

JUNE 1, 2016

This is probably due to its speed – it provides the immediacy of a telephone call by delivering a real-time, back and forth interaction. It provides a personal service The interactivity and speed of response means customers are getting a personalized service that addresses their particular issue. Share this page on: Tweet.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

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. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy.

2018 45

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.

Customer Experience 40

Customer Experience 2014 Contact Center 2015 40

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

Kayako

JANUARY 5, 2017

Yet, relatively few contact centers have focused on providing a consistent customer experience. Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014.

2017 38

2017 Multi-Channel Loyalty Customer Service 38

Eptica

JANUARY 6, 2016

The importance of empathy to customer service interactions As companies move from providing basic customer service to engaging with customers, the emphasis has shifted from simply answering queries to going further and building a stronger relationship between the consumer and the brand. In descending order the top 5 blogs were: 1.

2015 50

2015 Customer Experience 2016 Social Media 50

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

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

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. By treating all incoming digital interactions (whether Twitter, Facebook or email) in a single queue, resources can be shared in a way that best meets customer demand.

E Commerce 50

E Commerce Customer Service Social Media 2016 50

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

Customer Interactions

JULY 7, 2015

When interacting with a human, customers want to feel as if the person likes them and genuinely cares about their issue; and they don’t want to sense that a customer service agent is robotically reading from a script. Both are essential, but customers demand very different things from each.

2014 28

2014 Contact Center Interaction Customer Experience 28

Avaya

OCTOBER 21, 2016

Businesses can even expand the solution into a simple and robust multi-channel call center. With IP Office Contact Center or Avaya Contact Center Select , companies can integrate voice, e-mail, and web chat channels, and proactively manage the entire customer interaction lifecycle.

Net Promoter Score 59

Net Promoter Score Multi-Channel NPS Contact Center 59

SurveySensum

JULY 14, 2020

Also, he is running the planning course of Emotive CX for Customer Interaction. . He founded Heart of the Customer in 2014 to help companies of all sizes increase customer engagement. She is a trusted industry voice for guidance on emerging contact center channels and technologies. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Natalie Petouhof

APRIL 12, 2016

What’s Happening With Messenger Facebook: Messenger’s growth is skyrocketing with its monthly active users growing from 500 million in 2014 to 900 million today. With Salesforce, companies can ensure that every interaction with a customer is an opportunity to create a memorable experience.

2014 49

2014 Connections Leadership Customer Journey 49

Comm100

FEBRUARY 5, 2018

Since the birth of the contact center, the balance between efficiency and quality has been a hot topic for managers looking to cut costs while also ensuring customer retention and loyalty. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014.

E Commerce 44

E Commerce Contact Center 2012 E-support 44

Comm100

JANUARY 14, 2016

According to a CellCentreHelper.com report , only 3% of companies used social media to communicate with customers as of May 2014. Since 2014, though, companies have made significant increases in resources they allocate to communicating with consumers on social media. Customer Service Becomes an Obsession.

2016 0

2016 Customer Service Social Media 2015 0

Avaya

MAY 18, 2017

5% of reported hacks in 2014 were in healthcare. To ensure it can keep up with demand, the VA has expanded three key telehealth initiatives: Clinical Video Telehealth platform—enables clinicians to use real-time interactive video conferencing to remotely assess, treat, and provide care to veterans.

Healthcare 52

Healthcare Technology Hospitality Government 52

Customer Interactions

JULY 7, 2015

“We cannot solve our problems by using the same thinking that created them” – Albert Einstein Innovation is the key to making the way we interact with each other and with our service providers quicker, easier and more engaging.

Innovation 28

Innovation 2014 Contact Center Call Center 28

COPC

SEPTEMBER 5, 2019

Rather than just using the traditional assisted channels (such as person-to-person contact centres), Chinese consumers are willing to search for resolution via unassisted channels. Ant Financial was officially founded in October 2014 and originated from Alipay, which was founded in 2004.

Financial 40

Financial 2004 2014 Innovation 40

COPC

SEPTEMBER 4, 2019

Rather than just using the traditional assisted channels (such as person-to-person contact centres), Chinese consumers are willing to search for resolution via unassisted channels. Ant Financial was officially founded in October 2014 and originated from Alipay, which was founded in 2004.

Financial 40

Financial 2004 2014 Innovation 40

inmoment

JUNE 1, 2020

Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” The way consumers are communicating and interacting with companies has shifted and many VoC programs have not kept up pace. Market Disruption has Exposed the Need for Experience Improvement.

Customer Experience 69

Customer Experience Feedback Insights NPS 69

Brad Cleveland Blog

MAY 4, 2015

According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how we interact with our customers.

2007 22

2007 2014 Customer Experience Customers 22

COPC

SEPTEMBER 3, 2019

Rather than just using the traditional assisted channels (such as person-to-person contact centres), Chinese consumers are willing to search for resolution via unassisted channels. The question of how to satisfy each customer’s needs with personalized and customized interactive self-service is a huge challenge.

Financial 40

Financial Customer Satisfaction 2004 Technology 40

Brad Cleveland Blog

MAY 4, 2015

According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how we interact with our customers.

2007 20

2007 2014 Customer Experience Customers 20

Talkdesk

OCTOBER 1, 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. 5 keys to supercharge your digital strategy: 1.

Banking 74

Banking Contact Center Financial 2014 74