NICE inContact

JANUARY 24, 2018

Similarly, the Salesforce Einstein AI platform was initially announced in 2016. SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). AnswerDash – AI-powered self-service support for web, mobile and chatbots. Plan to join us!

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. Read More.

Interaction 100

Interaction Self Service Report Data 100

Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. Read More.

Interaction 100

Interaction Self Service Report Data 100

Vonage

AUGUST 15, 2016

Forrester’s recent “ Top Trends for Customer Service ” study found, for example, that web self-service surpassed contact center voice calls for the first time ever in 2014. As featured on the Salesforce Blog. Using Salesforce CTI to connect customer data to the sales and service experience. Simon Says volunteer!

Self Service 120

Self Service Contact Center Trends Connections 120

Tricia Morris

APRIL 1, 2016

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In Microsoft’s Global State of Customer Service Report, 90% of consumers surveyed now expect a company website to include a self-service application.

Infographics 40

Infographics Self Service Customer Service Report 40

NICE inContact

MARCH 10, 2016

In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. Self-Service Usage : Often times, customers can resolve their own issues without needing to get in touch with an agent. So, what are the top metrics you should be looking at?

Call Center 120

Call Center Metrics Average Handle Time Self Service 120

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. The best of self-service.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Forcivity Salesforce

APRIL 1, 2022

Better self-service options & more functionality across digital channels. Back in 2016, Forrester surveyed customers and found that a majority will turn to self-service options long before they turn to a human element. Today’s consumer prefers to rely on digital tools for service and communication.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner.

Self Service 48

Self Service Customer Service CRM Contact Center 48

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

Avaya

JUNE 17, 2016

The other winner joined us from The Standard and highlighted his ability to reduce five Avaya solutions to just two, creating applications with self-service, omnichannel communications. The post Avaya Breeze™ Proven to be a Breeze for Developers at IAUG 2016 appeared first on Avaya Connected Blog.

Self Service 40

Self Service Omni-Channel Conference Travel 40

Tricia Morris

DECEMBER 18, 2015

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Nancy Friedman: Customer Service Keynote Speaker and Trainer. •

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Tricia Morris

JANUARY 26, 2016

As we start talking about self-service, virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more.

Self Service 49

Self Service Customer Service Trends Customers 49

Provide Support

JANUARY 3, 2017

But other platforms such as SMS, social media, live chat and self-service have all seen significant rises in popularity and use. Here’s a breakdown of best practices for successful multichannel customer service:(.). © 2003 - 2016 Provide Support LLC. Published in Provide Support Blog , 2017. Read more.

Self Service 50

Self Service Social Media Course Customer Satisfaction 50

Solvvy

DECEMBER 16, 2019

” Facebook began offering Facebook Messenger “bots” to brands on their platform in 2016, and many other companies quickly followed suit. Machine learning in self-service support. Finally, that brings us to the AI-driven self-service platform. . That could mean: Growth in self-service solutions.

Self Service 48

Self Service Customer Service Chatbots Knowledge Base 48

Provide Support

OCTOBER 25, 2016

While there will always be place for phone in customer service, in reality the majority of customers don’t really want to go back to the “good old days” and call you to get their questions answered. Published in Provide Support Blog , 2016. Read more. © 2003 - 2015 Provide Support LLC. Permalink | No comment.

Infographics 40

Infographics Self Service Social Media Customers 40

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken. Real-Time Support.

Chatbots 48

Chatbots Technology Customer Service Management 48

Tricia Morris

MAY 2, 2016

Increasingly rare is the employee who holds a wealth of corporate, product, service and customer knowledge in his or her head gained through years of training, learning and experience. Employee Self-Service. ——— Learn More About Employee Self-Service. Learn More About Employee-Self-Service Here.

Self Service 40

Self Service Customer Service Banking Customers 40

Team HGS

JUNE 14, 2017

Earlier this year, HGS released a whitepaper on this year’s top 10 trends in customer service. Over the next few months, we’ll dedicate a blog to each of these CX game changers. In 2016, customer service professionals continued to work hard to figure out how to best integrate and connect all of the disparate communication channels.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. Share this page on: Tweet.

Self Service 48

Self Service Knowledge Base Poor Customer Service Social Media 48

Tricia Morris

JULY 13, 2015

Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. Think Like Your Customers. Design with your customer in mind. Organize, Personalize, Prioritize.

Self Service 40

Self Service Tips CRM Social Media 40

Tricia Morris

FEBRUARY 19, 2016

Only 10% of contact center professionals surveyed for the 2015 Call Center IQ Executive Report on the Omnichannel Contact Center identify their contact centers as omnichannel capable (compared to 68% multichannel and 22% neither) – 25% said achieving omnichannel capabilities will be a priority in 2016.

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Tricia Morris

MAY 13, 2016

In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for digital customer experiences including online self-service. Here are six ways that communities can complement customer service: 1.

Self Service 40

Self Service Customer Service Knowledge Base Consumers 40

Tricia Morris

FEBRUARY 12, 2016

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. This metric should not be used as the only measurement for customer service knowledge effectiveness. calls, emails) should decrease.

Metrics 40

Metrics Measurement Self Service Customer Service 40

Avaya

JUNE 14, 2016

My first exposure to self-service IVR application development was back in the early 1990s. In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. That’s a lot of wasted time. So what do I end up doing?

Innovation 40

Innovation Self Service Knowledge Base Contact Center 40

Avaya

OCTOBER 7, 2016

Most customers also understand that there may be periods of high service calls, but they expect to have alternatives, in the form of call backs or self-service options. The post Transform the Customer Experience with an Intelligent Contact Center appeared first on Avaya Connected Blog.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

Avaya

APRIL 6, 2016

First, Avaya’s complete solution includes self-service, mobile video, and omnichannel. Avaya is offering like for like software licensing to the first 30 customers that replace certain Aspect and Genesys products before June 30, 2016. But why should you take advantage of this offer? But that’s not all! Getting started is easy.

Self Service 40

Self Service Contact Center Omni-Channel Video 40

ijgolding

JANUARY 19, 2016

So when I confirmed that I would be travelling to Florida in January 2016, I immediately sensed an opportunity to put my personal theories to the test! As I boarded my American Airlines flight back to Heathrow, I was almost disappointed – disappointed that I had not really encountered a ‘Ritz Carlton’ like ‘Magic Moment’ to share in my blog.

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120

Tricia Morris

MAY 31, 2016

The four top customer investment priorities for 2016 – 2017 in customer service are… (1) cloud (2) knowledge (3) analytics and (4) employees, says ThinkJar founder Esteban Kolsky. Customers not only want to engage with agents, but engage on their own via self-service to get the information they need.

CRM 40

CRM Customer Experience Self Service Conference 40

Avaya

NOVEMBER 8, 2017

The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. So, how will the bank branch be impacted?

Banking 40

Banking Omni-Channel Multi-Channel Self Service 40

WorkOutLoud

JANUARY 23, 2018

In a 2016 survey by Leader Networks and CMX, the number one reason that companies were considering starting a branded online community was to improve Customer Satisfaction and Retention. The importance of multi-channel service options is increasing. Self-service help will soon be consumers first choice. Image Source ).

Customer Experience 40

Customer Experience Self Service Social Media Multi-Channel 40

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ll be covering these areas throughout 2016 so be sure to subscribe to our blog newsletter to stay at the top of your support game this year. 2016 is an exciting year for support.

Self Service 84

Self Service Social Media Trends Customers 84

Clicktools

MAY 24, 2017

Posting blogs, videos, and other resources in an online portal, though, increases the utility and reach of your content marketing efforts. It houses company content. Yes, your website can and should hold information for your customers. Customer communities are becoming extensions of companies, and people are noticing.

Engagement 45

Engagement Customer Experience Self Service Social Media 45

Toonimo

JULY 27, 2017

The platform is available in server-form with SharePoint 2016 being the latest version or in online form in either a cloud-based version or bundled with Microsoft Office 365. As mentioned previously, many companies are using outdated versions of SharePoint and a solid 29% aren’t even aware of what SharePoint 2016 offers.

Self Service 40

Self Service Return on Investment Training Software 40

Toonimo

JULY 27, 2017

The platform is available in server-form with SharePoint 2016 being the latest version or in online form in either a cloud-based version or bundled with Microsoft Office 365. As mentioned previously, many companies are using outdated versions of SharePoint and a solid 29% aren’t even aware of what SharePoint 2016 offers.

Self Service 40

Self Service Return on Investment Training Software 40