Fonolo

JANUARY 4, 2022

Contact Center Trends 2022. 62% of organizations view customer experience provided through contact centers as a competitive differentiator. Source: Deloitte: Contact Center Survey. 46% of decision-makers expect their contact centers to grow between 5%-10% over the next year. Source: Microsoft.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Fonolo

MAY 22, 2018

This month, we were fortunate to get an early copy of a new survey, by Ryan Strategic Advisory, that asked BPO contact centers about call-backs, and I’m happy to share some of that data with you here. For this report, he gathered the views of 352 enterprise executives, each with decision-making authority over contact centers.

E-commerce 59

E-commerce Contact Center Hospitality Hospitality 59

Lightico

NOVEMBER 3, 2021

Customers are bounced across channels, from the contact center , to their email just to access the forms and agreements they need to complete or sign. death certificate for life insurance claims, hospital bills for health insurance claims), and consenting to binding terms and conditions. Here 4 main reason why: 1.)

Contact Center 52

Contact Center Touchpoint Hospitality Hospitality 52

Callminer

JULY 23, 2019

One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better. million calls a year, Morgan Stanley’s contact center was heavily segmented with teams of employees handling different types of products and issues. The net effect is higher productivity, not lower.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Lightico

DECEMBER 20, 2021

The data points to a harsh current state of affairs for insurers, as customers are still still flooding contact centers with calls or choosing to visit the office instead – greatly undermining the objectives of these investments. Typically, they must also: Provide a copy of their government-issued ID.

Hospitality 98

Hospitality Hospitality Start-ups Sales 98

Aquire

JANUARY 16, 2022

Skip to your industry if you want to: Banking Telecom Retail Insurance Ecommerce Healthcare Government HR. (We Clinic or hospital contact centers don’t get overwhelmed with basic queries, and patients can get quick answers about topics that worry them. Chatbot use cases in government. “I Collecting complaints.

Government 52

Government Healthcare Retail AI 52

Taylor Reach Group

DECEMBER 5, 2017

Contact centers, customer service and customer experience: news, views and how to's. Increasing Costs in the Contact Center Due to Increased Efficiency . Contact Center Technologies 2017 - Which Ones Do Companies Really Choose . Importance of Consistency Among Different Channels in the Contact Center.

CEM 0

CEM Contact Center Artificial Intelligence Hospitality 0

Execs In The Know

MARCH 13, 2023

We get so siloed as to how to approach common ways of working together and governing to drive efficiencies. Located downtown, a short walk from Nashville’s nightlife, The Grand Hyatt Nashville will host our event with its classic Southern hospitality. Next stop for Customer Response Summit (CRS) – Nashville, Tennessee.

CX 52

CX Hospitality Hospitality Government 52

Ameyo Callversations

MARCH 25, 2021

Private Cloud is a great fit for E-commerce, BPOs, Telemarketing, Travel & Hospitality, and various other verticals that deal with a large chunk of incoming calls. Private clouds are a right fit for banks, government bodies, and financial institutions that deal with large data.

E-commerce 64

E-commerce Hospitality Hospitality Healthcare 64

1 to 1

JUNE 1, 2021

Industries that can particularly benefit from automation run the gamut: retail, healthcare, automotive, government, communications, travel and hospitality, financial services, and insurance. Contact Center Automation = Good, Fast AND Valuable : Automation is a natural fit in the contact center and across the customer experience.

Artificial Intelligence 26

Artificial Intelligence Invoicing Contact Center Machine Learning 26

Ameyo Callversations

JUNE 15, 2021

Industry verticals like healthcare, travel & hospitality, banking, government, and e-commerce are evaluating their CSAT score to find an answer to the question stated above. So, if live chat channels are already being used by each brand, how do we deliver a differentiated customer experience?

Customer Satisfaction 52

Customer Satisfaction Invoicing E-commerce Omnichannel 52

Taylor Reach Group

JUNE 5, 2017

The most affected industries are expected to be retail and hospitality and Contact Centres. When you look at outbound telemarketers, most of them are already moved away, to avoid the hindrance of government rules such as “do not call” etc. This will be difficult for small businesses to absorb.

Hospitality 50

Hospitality Hospitality Retail Government 50

SurveySensum

JULY 14, 2020

Kaye Chapman is a Customer Experience and Learning Specialist, working with global Fortune 500, government, and private firms around the world to design outstanding customer experiences and to embed effective people development strategies. She is a trusted industry voice for guidance on emerging contact center channels and technologies.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132