Beyond Philosophy

MARCH 16, 2023

Also, you can’t blame increased customer expectations either. Over the past 30 years, they have seen that customer expectations are not exceptionally high. Instead, they are very much related to customer satisfaction. Customers expect what they’ve recently received, he explains.

Customer Satisfaction 88

Customer Satisfaction Effort Score Competitive Advantage Self Service 88

Interactions

JUNE 24, 2021

So then the question becomes: With so many resources invested in customer experience, why is it still falling short for many brands? Taking a step back, we know that there are some things that brands are collectively doing right in customer experience. Imagine if we time travelled back to 2010. Agent optimization.

Self Service 71

Self Service Customer Experience Contact Center Poor Customer Service 71

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly evolving, and flexibility is key to survival, cloud platforms have set new standards for engagement and satisfaction.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Solvvy

AUGUST 21, 2020

Top companies need to be able to handle increased volumes and customer expectations with fewer resources. Your company website can provide answers to many of your customers’ general questions. With these new technological advances, almost any task has the potential to be automated for fast, accurate self-service.

Chatbots 62

Chatbots Self Service Multi-Channel B2C 62

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

TechSee

SEPTEMBER 21, 2021

These web-based, over-the-top (OTT) media services such as Netflix and Amazon are negatively affecting the subscriber numbers for pay-TV. In 2010, there were 105 million customers with pay-TV; today eMarketer estimates that there are 74 million paying households and expects that number to drop another 10 million by 2023.

Self Service 41

Self Service Entertainment Advertising Return on Investment 41

Bold360

DECEMBER 12, 2019

Companies are increasingly catching on to the fact that just-OK customer service won’t cut it anymore. In one recent study, more than two-thirds of companies said they competed primarily on the basis of customer experience—up from only 36% in 2010. So what makes good customer service?

Customer Service 40

Customer Service Self Service Competitive Advantage Poor Customer Service 40