Tricia Morris

MAY 18, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. 43% don’t ever review assisted service processes.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? 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. Published on: January 06, 2016. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

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. Frontline service talent development has been chronically underinvested in for some time.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

BlueOcean

DECEMBER 22, 2015

Before you head out of the office for the holidays to grab your mug of eggnog, we want to take a minute to reflect on some of the hottest talking points of the year in the contact center world. We’ve looked at the data and compiled our five most popular articles of 2015. The Phone Channel is Dead, Long Live the Phone Channel.

Self Service 120

Self Service Contact Center Comparison Call Center 120

Eptica

MARCH 31, 2016

The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016. So for example 11% of the brands evaluated scored a maximum 100% by answering all questions successfully, while 10% of those surveyed managed to answer only 40% or less.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

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

Strativity

MARCH 17, 2015

It incorporates a series of online live webcasts structured to benefit contact center leaders at all levels, helping supervisors, managers, director and C-level executives build advocacy and achieve improved results by: 1. Establishing new metrics to ensure consistent high quality service.

Conference 40

Conference Connections Consumers Customer Journeys 40

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Eptica research backs up the need to make self-service easier. Published on: January 20, 2016.

Self Service 48

Self Service Customer Service CRM Contact Center 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

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. Deflect what you can using self-service Many customers don’t have complex questions and just want to find out key information before they make a purchase. Here are three areas to focus on: 1.

Self Service 48

Self Service Social Media Contact Center Knowledge Base 48

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Retail 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.)

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Eptica

MARCH 18, 2016

Static performance Overall, the UK research found minor changes in performance since 2015, with the total number of questions answered on the web, email and Twitter remaining static at 55%. 10% fewer companies allowed non-customers to email them compared to 2015. However, performance varied. Share this page on: Tweet.

Retail 48

Retail Self Service Customer Service Entertainment 48

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives.

Banking 48

Banking Self Service Social Media Customer Experience 48

Magellan Solutions

JULY 19, 2021

Why Outsource To Healthcare Call Center Companies In 2021. The healthcare contact center market is broadly segmented. Healthcare services outsourced are: provider services. payer services. pharmaceutical services. Claims Management. Customer Service. Claims Management. Plan sales.

Call Center 52

Call Center Healthcare Company Hospitality 52

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Those that were 1% below saw sales decrease by 1%.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

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

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Author: Pauline Ashenden Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. Share this page on: Tweet.

Retail 48

Retail Self Service Customer Experience Social Media 48

Eptica

APRIL 26, 2016

Companies in France seem keen to engage with customers more via the telephone – 87% provided a contact number (up from 84% in 2015), with many sites even suggesting the best times for consumers to call. In France however the web still lags behind, only able to provide answers to 55% of queries. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Avaya

MAY 4, 2016

One of the leading organizations in the area of customer care, winning multiple awards for its contact centre operations including a Hamdan bin Mohammed Smart Government Award, is the Roads & Transport Authority (RTA). In 2015, the centre handled over 2.5

Transportation 40

Transportation Omni-Channel Multi-Channel Self Service 40

Stella Connect

DECEMBER 14, 2017

This tiny telecommunications provider has managed to stay alive and profitable for over 114 years with outstanding customer service. The Boston Globe calls the Richmond Telephone Company the “industry antidote” to robotic customer service. The actual cost of service is much lower with an effortless experience.

Customer Service 40

Customer Service Customer Experience Strategy Effort Score 40

COPC

SEPTEMBER 3, 2019

is a globally renowned consulting firm in the service industry, and that the influential COPC CX Standard has provided the industry with guidance and best practices in customer experience measurement and management. We also realised that consumers in China are very keen to adopt technology-empowered customer service.

Financial 40

Financial Self Service Customer Satisfaction System 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

Alternatively, if support volumes rise, more agents aren’t needed to manage this increase. The bot has allowed us to not only effectively manage the increase in chat volume, but it has also saved us a considerable amount of money by not having to hire a lot more agents. ” – Richard Branson, COO at Tangerine.

Chatbots 130

Chatbots Software Self Service Wait Times 130

Kustomer

NOVEMBER 10, 2021

The report found 90% of US consumers surveyed expect contacting customer service to be easier and faster, and 67% said they have stopped doing business with a company due to slow customer service. An additional 58% said they want better self-service tools, including improved chat experiences.

Chatbots 98

Chatbots Omni-Channel Self Service Multi-Channel 98

ijgolding

MARCH 22, 2017

Many of them have outsourced contact center operations and some have maintained in-house customer support. Due to rapid advancements, contact center technology systems need to be modified quite often and hence it is quite important to invest in solutions which provide agility to upgrade/ downgrade or modify with ease.

Omni-Channel 204

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

Eptica

OCTOBER 28, 2015

Date: Wednesday, October 28, 2015 6 ways of delivering successful knowledge management projects. Published on: October 28, 2015. Author: Dharmesh Ghedia In a more and more complex world, consumers are asking an increasing number of questions – and want fast, accurate answers, whatever channel they use to make contact on.

Self Service 48

Self Service Management Knowledge Base Contact Center 48

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

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. Manage Your Social Media.

Tips 133

Tips Self Service e-support Social Media 133

Kayako

JANUARY 5, 2017

Yet, relatively few contact centers have focused on providing a consistent customer experience. Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. What goes into good self-service? Your customers want to help themselves.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

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

Tricia Morris

OCTOBER 9, 2015

Treat yourself to the 13 shocking customer service statistics below to encourage bigger and better buy-in for your 2016 customer service initiatives: 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 ).

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40

Kustomer

AUGUST 12, 2020

In addition, Kustomer acquired Reply.ai, a customer service automation company that leverages AI and machine learning models to improve agent efficiency through self-service chatbot and deflection capabilities. Kustomer is the top-rated CRM, helping top brands deliver modern customer service that creates customers for life.

Company 52

Company Self Service CRM Innovation 52

Kustomer

OCTOBER 3, 2019

Through KustomerIQ, companies will be able to automate manual, repetitive tasks and essential processes of their customer service experiences. By giving a customer more self-service options it also lowers agent volumes and improves resolution and handle times.

Self Service 40

Self Service Customer Service Omni-Channel First Call Resolution 40

Avaya

DECEMBER 6, 2016

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). In fact, a 2015 study conducted by PwC found that 43% of companies obtain little tangible benefit from their data, while 23% derive no benefit whatsoever.

Self Service 40

Self Service Data Customer Journeys Customer Experience 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