Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. Rethink the contact center environment: . But, it can be done.

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Self Service Customer Service Contact Center Airlines 134

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Eptica

OCTOBER 4, 2017

Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016. Combined with the growth of AI this has led to much talk about whether we are going to see the end of the traditional contact center, with agents replaced by machines. Share this page on: Tweet.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Here are six areas to focus on: 1.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

Self Service 48

Self Service Social Media Contact Center Knowledge Base 48

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. This was backed up by Eptica ’s study ‘ The Power of Linguistics: Consumers vs. This would seem to put the need for the human touch at the heart of customer service. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Eptica

FEBRUARY 5, 2016

Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. So they may call, email , start a chat or contact you through social media. Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations.

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Customer Expectations Meeting Self Service Social Media 48

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service. Consumers want to interact on new channels. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Comm100

JANUARY 14, 2016

According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015. As a result, you should create strategies to maximize the availability and accessibility of your customer service options. Self-Service Tools – Good for Everyone. billion PC users.)

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Omni-Channel Trends Self Service Customer Service 0

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. The report outlines ten key areas to focus on: Extend customer service beyond traditional banking hours. Turn customer service into a revenue opportunity. Focus on speed of response. Remove paper.

Banking 48

Banking Self Service Social Media Customer Experience 48

Talkdesk

MARCH 24, 2021

Contact centers are mostly a human-to-human experience. There is an opportunity to revolutionize insurance and reinvent how carriers and brokers service their policyholders. Root Insurance , the nation’s first licensed insurance carrier powered entirely by mobile, was founded in 2015. Redefine the agent experience.

Insurance 53

Insurance Tips Contact Center Multi-Channel 53

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Based on my experience working with contact centers, I can recommend these five areas to help improve handling times: 1. Again, this saves time without impacting the service provided.

Contact Center 48

Contact Center Social Media Self Service Knowledge Base 48

Avaya

DECEMBER 1, 2016

The latest release of Avaya IP Office Contact Center takes into account midsize businesses’ needs and requirements for simplicity and affordability, and the desire to deliver a top-notch customer experience. The preference to use self service is on the rise, and can be a money saver for the company and a time saver for the customer.

Customer Experience 40

Customer Experience Contact Center Self Service CRM 40

Avaya

MAY 4, 2016

It therefore comes as no surprise that the RTA is investing in multiple channels of communications with its customers, to improve standards of service, increase efficiency and gain valuable feedback from its user. In 2015, the centre handled over 2.5

Transportation 40

Transportation Omni-Channel Multi-Channel Self Service 40

Avaya

JUNE 21, 2016

If you’ve been following Avaya’s news over the past few months, you may recall that in March we talked about customer service being the new competitive battleground, and how Avaya is helping customers win the battle. Then in late May, we announced we were “raising the bar on the self-service customer experience.”

Multi-Channel 45

Multi-Channel Self Service Social Media Chatbots 45

COPC

SEPTEMBER 3, 2019

Rather than just using the traditional assisted channels (such as person-to-person contact centres), Chinese consumers are willing to search for resolution via unassisted channels. By the middle of 2018, the average daily volume of self-service was 4.84 million from over 300 million users.

Financial 40

Financial Self Service System Customer Satisfaction 40

Kustomer

MAY 14, 2020

Reply leverages artificial intelligence and machine learning models to improve agent efficiency through self-service chatbot and deflection capabilities. Reply has built deflection and self-service chatbots that help companies effectively deflect initial customer communications at an astounding rate of 40 percent.

Self Service 94

Self Service Company Chatbots Technology 94

Comm100

NOVEMBER 13, 2022

However, not all customer interactions are created equal. Chatbot responses have no delay, meaning an improved customer experience and lower wait times for all kinds of requests. .” – Denny Michaud, Customer Relations Manager at Canadian Blood Services. Provides a self-service option. Improves customer experience.

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Chatbots Software Self Service Wait Times 130

ijgolding

MARCH 22, 2017

With the onset of digital channels, the distance between businesses and customers has shortened even more and businesses are able to interact with customers in every walk of their life. This has also changed the way customers interact and search for product information. Over the past few years interaction channels have grown rapidly.

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Omni-Channel Customer Experience Multi-Channel e-support 204

Kustomer

NOVEMBER 10, 2021

New York, NY – November 10, 2021 – Kustomer , an all-in-one, top-rated CRM for modern customer experiences, today announces enhancements to its chatbot product designed to enhance customer service interactions by eliminating mundane tasks and allowing agents to deliver more personalized experiences across channels.

Chatbots 98

Chatbots Omni-Channel Self Service Multi-Channel 98

NICE inContact

NOVEMBER 12, 2019

Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. Customer service must support many (“multi”) channels because that is what customers expect.

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Omni-Channel Multi-Channel Self Service Contact Center 136

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. What goes into good self-service?

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Comm100

JUNE 13, 2018

Live chat provides businesses with valuable sales and customer service opportunities that aren’t possible through any other channel. During the holiday season, many contact centers experience high call volumes. Enable and Encourage Self-Service.

Tips 130

Tips Self Service e-support Social Media 130

Eptica

NOVEMBER 18, 2015

Date: Wednesday, November 18, 2015 The state of UK email customer service. Published on: November 18, 2015. Email usage by sector Contact Babel’s research, which was carried out with UK contact centre managers, found that email makes up an average of 17% of incoming queries from customers.

Self Service 48

Self Service Customer Service Transportation Social Media 48

Kustomer

APRIL 15, 2020

Rather than spend time manually routing conversations, my team can focus on delivering personalized service and resolving issues quickly to decrease customer effort,” says Emily Marcogliese, Head of Customer Service at ThredUp.

Self Service 59

Self Service Customer Service Chatbots Omni-Channel 59

Avaya

DECEMBER 6, 2016

Customer journey analytics is a process that requires tracking and analyzing the way customers use a combination of available channels to interact with an organization. These channels range from human interaction (like speaking with a contact center agent) to fully automated interactions to assisted service (like live chat and co-browsing).

Self Service 40

Self Service Data Customer Journeys Customer Experience 40

Kustomer

OCTOBER 3, 2019

With each new interaction and piece of data, these models learn and self-tune increasing their predictive accuracy and improving the decision making of both the models themselves and the customer service organizations using Kustomer.

Self Service 40

Self Service Customer Service Omni-Channel First Call Resolution 40

OpinionLab

AUGUST 29, 2017

Learning 1: Human interaction remains super important as part of broader omnichannel CX “package”. So, according to our survey, around 4 in 5 want direct person contact, 3 in 4 expect a phone number on your website and more than 6 in 10 think they get better service in-person. Here are five key learnings.

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Omni-Channel Consumers How To Touchpoint 166

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority. One strike and you’re out.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Published on: September 16, 2015. Author: Steve Nattress The spread of digital customer service channels, from email and chat to social media , can provide organizations with significant benefits. Share this page on: Tweet.

Customer Service 48

Customer Service Self Service Social Media Contact Center 48

Kustomer

JULY 8, 2020

By automating 40 percent of customer interactions and optimizing omnichannel experiences for customers and agents alike, Kustomer is able to help e-commerce brands quickly and efficiently resolve conversations across all digital channels in a single platform. “By Integration Benefits.

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CRM Customer Service Self Service Omni-Channel 52

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. In this post we will focus on the UK results of the 2015 Eptica Retail Black Friday Customer Experience Study in which there were three main findings: 1. To read more about the US research, simply click here.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? Published on: October 26, 2015. Part of this is due to the lack of context – unlike a face to face conversation digital interactions don’t have visual or verbal clues to help decipher what is being said.

Customer Service 48

Customer Service Self Service e-support Retail 48

Eptica

NOVEMBER 6, 2015

Date: Friday, November 6, 2015 5 key customer service skills – and how technology can help improve them. Published on: November 06, 2015. Author: Anne-Merete Jensen Recruiting and retaining high quality customer service staff is one of the cornerstones of keeping consumers happy and loyal. Share this page on: Tweet.

Technology 48

Technology Self Service Customer Service Social Media 48

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. ” 2. Coveo.

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Contact Center Customer Satisfaction Technology Self Service 116

Eptica

NOVEMBER 25, 2015

Date: Wednesday, November 25, 2015 Consistency – the missing ingredient in retail customer service? Published on: November 25, 2015. Consumers are likely to re-contact the company to check their answers, pushing up interaction volume, and so adding to a company’s costs.

Retail 48

Retail Customer Service Social Media Self Service 48