ShepHyken

JANUARY 18, 2021

21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. My Comment: We begin this list of the Top Five roundup with a list that includes 21 tips for 2021. The author points out the mistake many companies make.

Self Service 128

Self Service Customer Service Customer Journeys B2B 128

Uniphore

JUNE 10, 2021

25% Lack of self-service options. Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes. Use Self-Service to Handle High Call Volume.

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Call Center Self Service Contact Center Case Study 246

Upstream Works

JANUARY 7, 2021

Automation may take many forms, including providing intuitive self-service options for customers, as well as allowing organizations to further scale their operations—not to just provide 24/7 service, but to also handle higher call volumes. One of the biggest drivers for AI is automation.

Contact Center 78

Contact Center Self Service Customer Journeys Omni-Channel 78

Uniphore

OCTOBER 21, 2021

2 1 , 2021 [12 AM PST, 3 AM EST ] – Uniphore announced today that it has completed its acquisition of Jacada and is unveiling the industry’s most compre he nsive p latform that will further enable enterprises to transform customer experiences. Enhanced Self Service with Multimodal Capabilities. PALO ALTO, Calif. ,

Self Service 189

Self Service Contact Center Virtual Agent Call Flow 189

transcosmos Information Systems

MAY 10, 2017

These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 billion by 2021, according to a 2017 study published by MarketsAndMarkets. What is Customer Self-Service? billion in 2016 to $9.38

Self Service 59

Self Service Knowledge Base Social Media Study 59

transcosmos Information Systems

MAY 10, 2017

These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 billion by 2021, according to a 2017 study published by MarketsAndMarkets. What is Customer Self-Service? billion in 2016 to $9.38

Self Service 48

Self Service Knowledge Base Social Media Study 48

Upstream Works

JANUARY 26, 2021

The Accelerated Need for Digital CX in 2021. Provide enhanced self-service options. Embracing Contact Center AI in 2021. Contact centers of all sizes will have to continue to adapt to the new normal throughout 2021. Supporting a distributed workforce. Meeting the new criteria of CX.

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Self Service Contact Center Omni-Channel Innovation 78

Eptica

NOVEMBER 19, 2021

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Published on: November 19, 2021. Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company.

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Self Service Metrics Interaction Customer Service 126

Kayako

SEPTEMBER 28, 2022

According to Chris Ward of MyCustomer, 32 percent of customer service agents said they lacked sufficient knowledge to solve customer issues, and 22 percent have experienced significant problems because the information they had access to was incorrect or conflicting. Are you ready to deliver Friction-Free Customer Service?

Technology 156

Technology Self Service Tips Customer Service 156

Upstream Works

DECEMBER 16, 2020

Part of that language is the expectation for digital self-service options, like AI-powered chat bots. Download the Upstream Works Insights Report to learn how contact centers can adapt to the new normal as we approach 2021. The post 3 Reasons Your Organization Needs Digital CX in 2021 appeared first on Upstream Works.

Customer Journeys 78

Customer Journeys Chatbots Self Service Contact Center 78

Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Published on: October 22, 2021. Tags: Amazon, AI & Automation, Customer experience, Self service Categories: Best Practice, AI.

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Self Service Customer Service Customers Industry 103

Uniphore

JUNE 17, 2021

Step 2: Digitize Customer Self-Service For simple tasks, like making payments or checking account balances, digital self-service offers customers a convenient and confidential alternative to speaking with an agent. How to Train and Onboard Agents in 2021.

Self Service 182

Self Service Call Center First Call Resolution Social Media 182

Lithium

FEBRUARY 3, 2021

Together with Flow.ai, Khoros will extend the AI/ML capabilities available to brands for greater self-service and operational agility. Here’s to resilient communities and their fearless community managers leading the way in 2021 — representing the best of human and digital connection. Recent Atlas Blogs. Thank you! _.

Self Service 52

Self Service Guidelines Roadmap Tips 52

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 113

Contact Center Self Service Banking Airlines 113

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. . #2 Jacada's Call Center Life: 2021 Edition.

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Call Center Self Service Social Media Contact Center 219

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Customer Journeys 92

Customer Journeys Touchpoint Self Service Customers 92

Eptica

JANUARY 8, 2021

Date: Friday, January 8, 2021 Author: Pauline Ashenden - Demand Generation Manager Practical ways to reduce hidden contact centre costs. Published on: January 08, 2021. You might also be interested in these posts: Reviewing 2020 – our top blog posts from last year. Why creating empathy in your customer service is so hard.

Self Service 85

Self Service Trends Video Consumers 85

Kustomer

JUNE 7, 2023

Customer Experience Trends in 2022 Keeping up with what’s new in customer service trends can be difficult when trends emerge so regularly. Customer Experience Trends of 2021 2020 brought huge changes to the business world and impacted customer service and operations across the board. Personalized Customer Service With AI 2.

Trends 84

Trends Self Service Customer Experience e-support 84

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Customer Journeys 73

Customer Journeys Touchpoint Self Service Customers 73

Blake Morgan

OCTOBER 27, 2022

70% of B2B decision-makers are willing to make new purchases over $50,000 through self-service or online channels. 100% of buyers want self-serve options for at least part of the buying process, up 13% from 2021. The need for online thought leadership, credibility, and self-service resources has never been greater.

B2B 105

B2B Self Service Competitive Advantage B2C 105

Lithium

NOVEMBER 2, 2021

Some blog areas are limited to Khoros customers only. Deflect & Contain: Self-service & Chatbot ROI Nov 16 @ 11am CT Register Today. As always, we’re really excited about the growth and improvement of our platform. Here are a few of the highlights of an amazing fall innovation launch. Available On-demand.

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Self Service Chatbots ROI Innovation 52

Uniphore

JANUARY 21, 2022

Automating authentication prompts—and transcribing member responses—can improve accuracy and reduce process redundancies, like having to repeat the same information when transferring from self-service to a live representative. Source: HealthPayerIntelligence, September 2021. That’s a serious improvement. Want to learn more?

Healthcare 147

Healthcare Net Promoter Score Self Service Call Flow 147

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Customer Journeys 62

Customer Journeys Touchpoint Self Service Customers 62

NICE inContact

MARCH 11, 2019

Will “The Robots” take over completely by 2021, 2025, 2050? With the advancement of self-service options and AI technology, customers are seeking that “human touch” later and later during their engagements. The post Stop Ignoring the Impact AI Can Have on Your Business TODAY appeared first on NICE inContact Blog.

Self Service 160

Self Service Healthcare Chatbots Customer Retention 160

Interactions

JANUARY 7, 2021

The initiatives include an increased need for automation and self-service, an increased focus on AI solutions for customer service, improved business continuity planning, and implementation of solutions that do not rely on the availability of human labor. Michael Johnston, Director of Research and Innovation.

Customer Experience 62

Customer Experience Customer Journeys Self Service Video 62

Pointillist

JUNE 7, 2021

As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand. Customer Experience Measurement and Improvement in 2021 and Beyond.

Measurement 71

Measurement Survey Customer Journeys Management 71

Comm100

APRIL 9, 2021

To help you on this journey, this blog reveals the key financial services and banking metrics from our 2021 Live Chat Benchmark Report , alongside top live chat best practices that will help you to gain your clients’ trust and loyalty. Wait times are key to any customer service team.

Banking 175

Banking Financial Data Wait Times 175

Upstream Works

JULY 16, 2021

While these approaches will all help contact centers catch up to what customers expect in 2021, they don’t speak to what will be needed going forward to adapt to a constantly-changing environment, where customer needs and expectations do not stand still.

Contact Center 78

Contact Center Innovation Self Service Customer Journeys 78

Uniphore

JUNE 16, 2021

Agent Assist assures that journey data is available at every step — including information from self-service experiences and previous calls. How to Train and Onboard Agents in 2021. There’s nothing worse for a customer than having to give the same information over and over across multiple channels (well almost nothing worse).

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. August 9, 2021. 26 August 2021. 25 August 2021. 24 August 2021. What is an employee self-service portal? 23 August 2021. What is the key to success in a call center? Call Center , Customer experience. Insurance , Retail , SMB. Kelly Dell. Share this article. Share on facebook.

Call Center 52

Call Center Self Service First Call Resolution Contact Center 52

ViiBE Blog

JULY 15, 2021

ViiBE Blog. July 15, 2021. 26 August 2021. 25 August 2021. 24 August 2021. What is an employee self-service portal? 23 August 2021. What is a great call center answer? Call Center , Customer experience. Insurance , Retail , SMB. Kelly Dell. Share this article. Share on facebook.

Call Center 52

Call Center Self Service e-support Insurance 52

Kustomer

DECEMBER 29, 2020

While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we faced in 2020. It’s therefore important to consider new, digital-first service options for 2021 and beyond.

Self Service 105

Self Service CRM Consumers Chatbots 105

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. The gap between winners and losers will widen significantly in 2021.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. August 25, 2021. 26 August 2021. 25 August 2021. 24 August 2021. What is an employee self-service portal? 23 August 2021. How can you measure customer satisfaction? CRM , Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Share on email.

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score Effort Score 98

Gainsight

MARCH 3, 2021

He’s also well known for his humorous and insightful blog, kellblog. In his recent post on 2021 predictions , Dave made a forecast that caught my attention: 8. We believe 2021 is the year for Customer Success teams to embrace their broader impact on Net Dollar Retention since they help minimize churn AND drive expansion.

Self Service 116

Self Service ROI Metrics Customer Success 116

ViiBE Blog

JULY 30, 2021

ViiBE Blog. July 30, 2021. Various companies are now opting for self-service facilities for specific tasks, be it updating personal and bank details, or tracking shipment and delivery through live support systems. 26 August 2021. 25 August 2021. 24 August 2021. What is an employee self-service portal?

Contact Center 52

Contact Center Self Service Call Center Transportation 52

Inbenta

NOVEMBER 3, 2022

Million in 2021 and is projected to reach USD 943.64 In this blog post, we’ll explore the key benefits and use cases of healthcare chatbots and why healthcare companies should invest in chatbots right away. Million by 2030 , growing at a CAGR of 19.16% from 2022 to 2030.

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Healthcare Chatbots Self Service Hospitality 96