Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Industry Research : Survey Indicates 2018 Black Friday Shoppers Will Choose Comfort Over Chaos

#contactcenterworld, @Genesys

The ability to shop without leaving the comfort of your couch – a luxury that was unimaginable just two decades ago – continues to disrupt what used to be America's biggest in-store shopping day of the year.

According to a recent nation-wide survey of 1,000 adult respondents, only 37% of Americans plan to brave the Black Friday crowds and visit physical stores. There is a general agreement amongst respondents that despite the appeal of the price reductions, physical stores are far too busy (67%) and are just not worth the hassle (31%).

Traditionally characterized by increased foot traffic and aggressive consumer behavior, Black Friday is no longer a brick-and-mortar, battle-of-the-fittest extravaganza. In fact, in 2017 Black Friday went down in digital sales history, with American shoppers spending a record $5 billion in 24 hours online. Cyber Monday followed suit with a record-setting $6.59 billion in web-based sales.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Consumers Demand Stress-Free Convenience

This year, there is likely to be even fewer manic shoppers sprinting out of their homes at dawn, caffeinated and determined to snatch up the last ultra-discounted home appliance, laptop or handbag. Today's shoppers are happily lost in the world of online shopping ­– where the retail industry lies at the tips of their fingers anytime, anywhere, and from any device. Throw free shipping into the mix and it is no surprise that shopping has taken on a new face: feet up on the couch, warm dog snuggled on lap, movie streaming in the background, and glass of red wine in hand to help with difficult choices.

"For the 2018 Black Friday festivities, Americans are trading in their physical shopping carts for online carts," said Janelle Dieken, senior vice president of Genesys (www.genesys.com), and an expert in customer experience solutions. "Convenience is king, but online shopping is hardly hassle-free if customers are met with difficulties making payments, trouble finding answers to questions quickly, lack of response when using live chat and, not to mention, security issues."

Shopping has become as much about the experience as the purchase. The decrease in attraction of the Black Friday experience is not an in-store customer service issue — only 8% of respondents in the U.S. cite a lower standard of service as a reason to avoid physical stores. However, to many shoppers' dismay, online purchases can still come with a high level of stress and frustration related to customer service.

Digitalization has redefined the norms around communication between consumers and companies. But, when online interactions aren't handled expertly, they can leave cyber shoppers waiting (im)patiently at best. Or at worst, screaming profanities at incompetent chat bots or overwhelmed contact center agents. Companies can either fall victim to the digital chaos of holiday shopping or harness the opportunity by ensuring that communicating with customer support is an easy, pleasant experience – for all parties involved.

Can't Get Enough of Black Friday Trends? Here Are Some Additional Survey Findings

- The Black Friday retail experience holds the least attraction for Americans who have the most experience with it.

- Only 25% of those aged 55 and up plan to brave the crowds, while 60% of 25 to 34-year-olds will be diving head-first into the chaos.

- The trend spans all regions of the United States, with only 31% of respondents in the Southwest likely to show up in person on Black Friday, versus a nation-wide high of 40% in both the Northeast and Western states.

- American men are more likely than women to shop in person on Black Friday, with 44% planning to visit stores versus only one-third of female respondents (33%).

Black Friday is not dying – it's simply evolving. To adapt with the changing times, companies must build the infrastructure to ensure that the entire buying experience is personal and friendly for the consumer. Whether people plan to shop online or in-store, the anticipation game has begun.

Retailers, if everything hits the fan on Black Friday, please remember this one simple thing: If you put your customers first, and address their needs, you will be rewarded – not just in the form of favorable seasonal revenue, either. Today, a positive brand reputation is inextricably tied to delivery of good customer experiences. Case in point: 72% of U.S. survey respondents say they have sometimes or always bought something from a business based solely on its reputation for customer service. And, a whopping 89% of respondents have taken action as a direct result of poor customer service.

Survey Methodology

The nationwide poll includes responses from 1,000 U.S. adults over the age of 18 and was conducted online and by email or text to mobile phones. Two-thirds of respondents were women.

Genesys also conducted the same survey of equal pool size in both Germany and the United Kingdom (U.K.). Look for additional insights from the Genesys survey in the coming weeks.

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Lifetime Of A Number

Read today's tip or listen to it on podcast.

Published: Tuesday, November 13, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Visual Communications

 
1.) 
SJS Solutions

Optymyse
Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.

2.) 
TeamViewer

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =