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

Martin Hill-Wilson

AUGUST 9, 2016

If you did not know that most of your day to day customer service volumes will be managed through intelligent assistance, then you need to quicken your pace and figure out what that means. Life’s busy enough with all the dextrous plate spinning entailed in running customer service when it’s primarily resourced through live assistance.

Self Service 64

Self Service Omni-Channel Course Culture 64

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Tricia Morris

APRIL 8, 2016

As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. Forrester estimates that an average of $22 million is spent annually in unnecessary service costs due to channel escalation – and this is in the retail industry alone. Satisfied when they leave?

Self Service 40

Self Service Report Retail Survey 40

Forcivity Salesforce

APRIL 1, 2022

Customer experience management in financial services is becoming more and more critical to success for the industry. Changing customer expectations and evolving government regulations have triggered a period of transformation for financial service providers. The importance of CX in Financial Services.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

Vonage

AUGUST 15, 2016

A customer’s experience lives long beyond the purchase. Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service.

Self Service 120

Self Service Contact Center Trends Connections 120

Tricia Morris

JANUARY 25, 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 “humanless” customer service options in the first place.

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40

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. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Tricia Morris

JUNE 17, 2016

Microsoft’s 2016 State of Global Customer Service Report shows that globally, 55% of consumers’ customer service interactions now begin online rather than on the phone or in person. Of those online interactions, 28% now typically begin on a mobile device. Searching for Answers.

Interaction 40

Interaction Self Service Customer Service Report 40

Bold360

MARCH 9, 2017

As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers. Human-like Interactions for True Connection with your Customers Where They’re Comfortable.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Team Support

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. One of the early pioneers in CRM software was ACT!

Technology 59

Technology Chatbots Call Center Social Media 59

Peter Lavers

JUNE 26, 2017

When you think of your ideal customer experience, does it include someone telling you, “no,” or “I can’t”? Companies need to train their staff to provide alternative solutions and avoid the easy “no” response in order to create a better customer experience. Problem Solve for a Better Customer Experience.

Customer Experience 92

Customer Experience Self Service Social Media Training 92

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.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication.

Self Service 72

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

BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Tricia Morris

JANUARY 4, 2016

“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Fred Reichheld, Author, Business Strategist. A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus.

Trends 40

Trends Customer Service Chief Customer Officer Self Service 40

TechSee

JUNE 5, 2018

A frustrated George dreads calling Customer Service. Co-browsing allows agents to see and interact with a customer’s browser in real time, visually guiding them through online processes, webforms, transactions or demos. trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent.

Trends 116

Trends Self Service Chatbots Technology 116

Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people around them to find information to solve issues. Despite playing such a crucial role in customer engagement, contact centers don’t always get the attention they deserve.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Talkdesk’s inaugural summit was jam-packed with valuable insights on the future of the customer experience. Empathy is the heart of the most successful customer experiences. Customer satisfaction can seem an amorphous goal at times.

Self Service 40

Self Service Omni-Channel Customer Centricity NPS 40

Solvvy

DECEMBER 16, 2019

Getting the customer experience right is a delicate balance. 97 percent of consumers said that a bad buying experience will lead them to change their buying behavior, according to a recent Zendesk study. Replacing human customer service agents with IVR technology: Bad idea. Customers hate it. . The problem?

Self Service 48

Self Service Customer Service Chatbots Knowledge Base 48

TechSee

MAY 15, 2018

While many people choose to actively share their personal experiences over social media, they are wary of smart devices having access to personal data about their homes and habits. Smart home products depend on protocols and standards to interact with each other, such as Wi-Fi, Bluetooth, Z-Wave and ZigBee. Security & Privacy.

Analysis 111

Analysis Marketing Self Service Wireless 111

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. AI in utilities is also playing an increasingly central role in customer-facing interactions. Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service.

Self Service 132

Self Service Analytics Call Center Report 132

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. Here are 9 ways how Magellan Solutions keep inbound call volume in check and improve overall customer experience: 1. Offer self-service options.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

Martin Hill-Wilson

JANUARY 29, 2016

The first is Interaction Analytics which provides credible evidence of what goes on day in day out. Its range of application is impressive – 100% compliance management, advisor dashboards for self development, a key input to Voice of the Customer initiatives and customer journey mapping. The second is Visual IVR.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group.

Connections 72

Connections Self Service Social Media Innovation 72

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

Chatbots 48

Chatbots Self Service Company Contact Center 48

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Is it stopping the customer from buying? Analyzing the language used within a digital interaction provides the ability to triage effectively and save the most at risk customers.

Self Service 48

Self Service Customer Service Contact Center Social Media 48

Tricia Morris

MAY 2, 2016

According to the American Express Customer Service Barometer , 99% of consumers surveyed say that getting a satisfactory answer or being connected to someone knowledgeable (98%) are the most important prerequisites to a great customer experience. Should customer service agents know all the answers?

Self Service 40

Self Service Customer Service Banking Customers 40

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

Eptica

OCTOBER 4, 2017

Date: Wednesday, October 4, 2017 National Customer Service Week: The opportunity of Artificial Intelligence. Author: Neil Titcomb We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Solvvy

FEBRUARY 5, 2020

Your business offers top-of-the-line products or services—but does your business offer top-of-the line customer support? Go all in on great customer service, and, instead of fending off angry tweets, you’ll win the Internet with rave reviews and customer support stories going viral for all the right reasons.

Customer Expectations 64

Customer Expectations Self Service Customer Service How To 64

ijgolding

JANUARY 19, 2016

Customer Experience – as a concept…. However, it is true that most of the best examples – the earliest examples – of Customer Experience being deployed as a core element of business strategy was very much a US led phenomenon. as an idea…. as a principle… as a profession… – it all started in the US.

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120