PRESS RELEASE: eGain, the leading provider of cloud customer engagement solutions announced the findings of an industry-first survey of contact center agents regarding their biggest pain points in providing service when the customer is on the line. The survey revealed that finding the single right answer to customer questions is the biggest barrier to providing good customer service, followed closely by different systems giving different answers. Continue reading Finding Answers to Customer Questions The Biggest Hurdle For Contact Center Agents, Study Finds
Daily Archives: May 12, 2017
75% of UK shoppers trust other customers over retail staff
PRESS RELEASE: Despite retailers’ best efforts to improve customer experience and engagement, research by conversational commerce platform iAdvize has found that the majority of UK consumers look to peers when making a purchasing decision, rather than the retailer or brand. Continue reading 75% of UK shoppers trust other customers over retail staff
Lithium’s Annual State of Social Engagement Study Reveals 98 Percent of Brands Failing Their Customers on Social
Lithium Technologies today released the State of Social Engagement 2017, its annual study that examines whether brands are using social to engage effectively with consumers. Among the key findings, 98 percent of brands are stuck in broadcast mode, relying largely on push tactics rather than proactively listening and responding to their customers across social channels. Continue reading Lithium’s Annual State of Social Engagement Study Reveals 98 Percent of Brands Failing Their Customers on Social
Webhelp Celebrates 740 Years of Excellent Customer Experience
Leading global customer experience expert Webhelp has celebrated 740 years of dedicated customer service from a total of 66 colleagues at a gala dinner at Cameron House Hotel, Loch Lomond, on Saturday, May 6. Continue reading Webhelp Celebrates 740 Years of Excellent Customer Experience
[24]7 Partners with Neobpo to Deliver Intent-Driven Engagement to Latin America
[24]7, a global leader in intent-driven customer engagement solutions, and Neobpo, an innovation leader in Business Process Outsourcing (BPO) in Latin America, today announced a reseller agreement that will make [24]7’s entire line of products and solutions available to large enterprises throughout Central and South America. The partnership is designed to help Latin American companies better understand, anticipate and act on consumer intent. Continue reading [24]7 Partners with Neobpo to Deliver Intent-Driven Engagement to Latin America
Noble Systems Focuses on Customer Service at ICMI 2017
Noble Systems Corporation, a global leader in omnichannel contact center technology solutions, will be showcasing its industry-leading solutions for Contact Center, Workforce Management, and Analytics at ICMI’s 2017 Contact Center Expo, to be held May 22 – 25, 2017 in Orlando. Continue reading Noble Systems Focuses on Customer Service at ICMI 2017