Fonolo

DECEMBER 2, 2021

From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception. A reduction in available childcare workers has left many contact center agents without adequate care for the kids, forcing them to leave their positions.

Contact Center 95

Contact Center Technology Technology Retail 95

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.

Contact Center 129

Contact Center Construction Customer Satisfaction Start-ups 129

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. Industry Report: State of the Contact Center 2022.

Contact Center 81

Contact Center Omnichannel Social Media Retail 81

Taylor Reach Group

JUNE 23, 2021

A major sporting goods retailer is scheduled to launch an outdoors-focused retail brand in 2021, and has retained The Taylor Reach Group, Inc. TRG) to support the setup, and implementation, for its ecommerce contact center operations. A global Contact Center, Call Center, and Customer Experience consulting firm.

E-commerce 120

E-commerce Sports Retail Contact Center 120

Taylor Reach Group

FEBRUARY 27, 2021

(TRG) has been retained by one a global retailer that designs, distributes and sells its branded product through worldwide retail locations and digital channels. Taylor Reach makes no secret of the fact that all retail service must be focused on creating a premium experience for the consumer. About The Taylor Reach Group, Inc.

Contact Center 48

Contact Center Retail Technology Technology 48

Fonolo

OCTOBER 29, 2020

To stay ahead of the curve, retailers will need to stay alert to changing trends in their customers’ behaviour — but most importantly, they must prepare to support them when they run into challenges. Here are some of our best tips for retailers when navigating holiday shopping season 2020: 1. Prepare your contact centers.

Retail 96

Retail E-commerce Contact Center Gaming 96

Fonolo

AUGUST 20, 2019

As customers and clientele begin to re-emerge from their sun-soaked vacations, and step firmly back into reality and back-to-school or back-to-work shopping, contact centers in the retail industry and beyond will no doubt see a sharp influx in customer inquiries, emails, messages, and phone calls.

Contact Center 57

Contact Center Retail Customer Service Technology 57

Shep Hyken

APRIL 8, 2022

This week, we feature an article by Nikhil Pereira is a Contact Center expert with 20 years of end-to-end contact center expertise. He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. Colossal Shift in the Retail Industry.

Retail 72

Retail Customer Experience Contact Center Omnichannel 72

Fonolo

NOVEMBER 30, 2021

Over the last few years, the retail industry has undergone many drastic changes, and therefore, so has the world of the retail contact center. Physical retail locations have experienced mass closures while eCommerce and omni-channel shopping have exploded. That’s where your retail contact center needs to shine.

Retail 87

Retail Customer Service Net Promoter Score Contact Center 87

Fonolo

APRIL 6, 2020

At a time when many business owners are removed from face-to-face interaction with their clients — hospitality, food, retail etc. The Best Apps for Virtual Contact Center Teams. We’re going to walk you through some of the best remote contact center technology and apps to use for your business and remote teams.

Contact Center 108

Contact Center Social Media Invoicing Hospitality 108

Taylor Reach Group

MAY 23, 2018

will be assisting one of Canada’s largest home improvement retailers in shifting from a Distribution business model to a Retailer Contact Center model to meet increasing consumer demands. Established in 2003, Taylor Reach Group is an internationally acknowledged and leading CX and Contact Center consulting firm.

Contact Center 60

Contact Center Retail E-commerce CX 60

Taylor Reach Group

JANUARY 16, 2018

CX and Contact Center Consulting firm working with major retailer to establish the most cost-effective, customer experience focused operational model for the Contact Center. Taylor Reach will assist the retailer in analyzing operation models and the costs and benefits of each model. About Taylor Reach Group.

Contact Center 54

Contact Center Retail CX Customer Experience 54

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET. Donna Fluss is president of DMG Consulting.

Contact Center 56

Contact Center Retail Innovation Customer Experience 56

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. The question for online retailers is: how can we embrace this trend and deliver for our customers? Incorporate a digital sales agent.

Retail 83

Retail AI Customer Experience E-commerce 83

Fonolo

APRIL 6, 2021

Every time a customer interacts with one of your sales associates or call center agents, the outcome will impact how shoppers perceive your retail brand. shoppopdisplays #CustomerService #Retail Click To Tweet. 80% of retail profits are generated by the most loyal 20% of customers. Master the “FAB” Formula.

Retail 126

Retail Customer Service Sales Contact Center 126

DMG Consulting

JANUARY 29, 2021

2021: The Year of the Contact Center. Contact centers all over the world were forced to accelerate their digital transformation the moment the lockdown hit, as the alternative was not an option. Contact centers around the world have positioned themselves to come out of the pandemic stronger than they went in.

Contact Center 62

Contact Center Text Analytics Entertainment Finance 62

1 to 1

APRIL 28, 2022

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high-quality contact center. What is the difference between a captive contact center and outsourcing? Jon Stough. Hiring the right people.

Contact Center 26

Contact Center Retail CX AI 26

Fonolo

APRIL 9, 2020

It’s both sad and confusing to see some contact centers laying off support staff when they’re so obviously needed right now. Here are some quick and easy ways you can manage staff shortages at your contact center during this crisis. Handpicked related content: Top Contact Center Trends in 2020.

Contact Center 81

Contact Center Manufacturing Retail Customer Service 81

Hodusoft

NOVEMBER 19, 2020

Today, customers expect the same kind of effortless experience from their bank as they have with other leading retailers. The implementation of contact center software leads to improved online services. A video chat contact center software can bring further improvements in online banking systems.

Contact Center 52

Contact Center Customer Retention Omnichannel Retail 52

Taylor Reach Group

FEBRUARY 13, 2021

TRG) has been contracted by a large regional municipality to aid in assessing and optimizing its contact center operations. Local governments operate complex, multi-tiered contact center operations supporting resident inquiries to many departments,” says Colin Taylor, CEO and Chief Chaos Officer at TRG. “As

Contact Center 50

Contact Center Government Retail Education 50

SurveySensum

JULY 24, 2023

The retail world is changing at warp speed, and so are customers’ needs and expectations. So, whether you’re a retail giant or a small boutique, it is time to up your game and ride the wave of exciting trends that are rocking the retail industry.

Retail 52

Retail E-commerce Customer Experience Social Media 52

DMG Consulting

SEPTEMBER 13, 2021

The Business Case for Making Contact Center Applications Standard Employee Productivity Tools. Every employee plays a role in delivering an outstanding customer experience (CX), whether in direct contact with customers or supporting customer-facing co-workers. Sep 3, 2021 Donna Fluss.

Contact Center 48

Contact Center Artificial Intelligence Entertainment CRM 48

Hodusoft

JUNE 11, 2020

What is contact center software. Contact center software assists FMCG industries in managing distribution networks, streamline delivery, and uncover retail opportunities to make the shopping experience more exciting and pleasing. . Features of contact center software.

Contact Center 52

Contact Center Social Media Retail Technology 52

Taylor Reach Group

MAY 30, 2017

It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. In this post, I want to focus on trends that are already starting to ‘bite’ in Call and Contact Centers. . . .

Contact Center 71

Contact Center Artificial Intelligence Customer Journey Map AI 71

Ameyo Callversations

OCTOBER 5, 2021

Today, investors and retail bankers are expressing their inclination towards cryptocurrencies and distributed ledger technology (blockchain) that underlies them. Contact Centers – The cryptocurrency industry is flourishing yet, customer care is still a significant challenge. Explore Ameyo’s Contact Center Solutions BFSI.

Contact Center 52

Contact Center Compliance Government Social Media 52

Fonolo

AUGUST 28, 2018

Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? About: For this report, industry analyst Peter Ryan gathered the views of 352 enterprise executives, each with decision-making authority over contact centers. Our favorite chart: Contact Center 2.0,

Contact Center 65

Contact Center E-commerce Omnichannel Hospitality 65

Taylor Reach Group

OCTOBER 29, 2021

Many people have begun to work from home and many businesses and government agencies have been working to determine how they can best meet the needs of their customers and citizens through their now remote contact centers. The shift to remote teams, especially for customer-facing contact teams, is not without its challenges.

Contact Center 52

Contact Center Government Retail Education 52

Inside Customer Service

OCTOBER 12, 2023

Imagine two customers call a contact center at the same time. The first study analyzed 200 customer service calls placed to an online apparel retailer. When I managed a contact center, repeat contacts were also significantly reduced when reps used concrete language. Alton uses general language.

Customer Satisfaction 227

Customer Satisfaction Contact Center Start-ups Retail 227

DMG Consulting

MAY 14, 2018

Will Convergence of Clicks and Bricks be the Death of the Contact Center? . We hear everywhere that online shopping is going to eliminate the need for shopping centers, department stores and retail chains, along with their contact centers. Let’s tie this back to contact centers.

Contact Center 48

Contact Center Real Estate Retail B2B 48

1 to 1

JANUARY 25, 2024

That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. It’s not whether you have AI, it’s how you use it. The topic of AI was everywhere.

Retail 26

Retail AI Artificial Intelligence Contact Center 26

Execs In The Know

OCTOBER 6, 2022

Today, most companies still communicate with their customers using traditional tools and processes from over 20 years ago — by investing in complex contact center operations primarily focused on voice calls. What Does This Mean for Service Delivery Teams for Retail Brands? Guest blog post written by ChatLingual.

Retail 52

Retail E-commerce Contact Center Social Media 52

Win the Customer

MARCH 20, 2017

Independent retailers are in a unique position to really set themselves apart from big corporations with the special touches they add to customer experience. This is great news for indie retailers. This presents a huge opportunity for independent retailers to really delve into the inner workings of their customers and cater to them.

Retail 111

Retail Customer Experience Social Media Customer Acquisition 111

Fonolo

MAY 31, 2019

Contact center managers are, at their core, problem-solvers. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. What happens when call volume gets out of control in your contact center? The Contact Center Guide to Managing Spikes in Call Volume.

Contact Center 57

Contact Center Customer Expectations Technology Technology 57

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Big Data & Analytics for Retail Summit : June 6-7, Chicago, IL. In 2018 we’re introducing our new look as Customer Contact Week.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Taylor Reach Group

JUNE 21, 2021

TRG, an award-winning call and contact center consulting and managed services firm, will be performing a deep dive into all of the center’s processes, staffing, and technology in order to determine the precise gaps between current operations and state compliance. That’s why this has been a top-priority project for us.”.

Compliance 128

Compliance Contact Center Government Retail 128

Taylor Reach Group

JUNE 15, 2017

Drive to $15 - How Minimum Wage Increases Will Impact Businesses & Contact Centers. What will be in impact on Call and Contact Centers? The most affected industries are expected to be retail and hospitality and Contact Centers. Impact on the Contact Center.

Contact Center 48

Contact Center Hospitality Hospitality Retail 48

Fonolo

MARCH 28, 2019

Contact center managers are, at their core, problem-solvers. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. What happens when call volume gets out of control in your contact center? The Contact Center Guide to Managing Spikes in Call Volume.

Contact Center 52

Contact Center Customer Expectations Technology Technology 52