At CSE Day 3, Omnichannel Customer Service Remains Elusive

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WASHINGTON -- Only 3 percent of all companies can start a customer interaction on one channel and seamlessly move to another channel, while still maintaining all the context of the previous interactions, Kate Leggett, a vice president and principal analyst at Forrester Research, reported during her morning keynote to open the third day of the Customer Service Experience conference.

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At Customer Service Experience Day 2, Knowledge Plays a Powerful Role

Contact centers have a crucial need for knowledge management, but other technologies are also key.

Leonard Klie | May 25, 2016
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At Customer Service Experience, Speakers Urge Looking Through the Customers' Lens

Customer effort and a customer experience mentality are cited as the keys to improving service.

Leonard Klie | May 24, 2016
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NICE Acquires inContact

The deal adds cloud and contact center infrastructure technology to NICE's portfolio.

Leonard Klie | May 19, 2016
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ICMI Research Finds Contact Centers Lack Language Skills

Research released today by the International Customer Management Institute (ICMI) and Lionbridge Technologies found that most contact centers are not prepared to handle the increase in customer contacts in languages other than English.

Leonard Klie | May 13, 2016
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At Contact Center Expo, Speakers Stress Standing Out

A recent Gallup poll found that when both their customers and employees are engaged, companies see a 240 percent increase in performance-related outcomes, which goes to show that customer service "really matters," said Brad Cleveland, cofounder and senior adviser of the International Customer Management Institute (ICMI), during the opening keynote of the ICMI Contact Center Expo.

Leonard Klie | May 12, 2016
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Deliver World-Class Service: Lessons from the Mouse [Q&A with Dennis Snow]

The former Disney leadership team member urges organizations to focus on improving their customer experiences.

David Myron | May 11, 2016
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LiveNinja Combines Chat and Messaging in a Hybrid Product

Messaging apps such as Facebook Messenger, WhatsApp, and WeChat are becoming increasingly popular among consumers, and as the platforms introduce tools for companies, they are also becoming a route for customer support. Live chat has become quite popular as well, with companies deploying proprietary chat or implementing chat solutions from vendors such as Zendesk. But messaging apps and live chat tools have limitations from a customer service standpoint. That's why newcomer LiveNinja just secured $2 million to continue developing a hybrid tool that brings together the best of both.

Maria Minsker | May 06, 2016