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

CSM Magazine

SEPTEMBER 10, 2017

Customer Service Week is a time for employers to celebrate their hard-working customer service teams—those on the frontline who are the unsung heroes of delivering a positive customer experience. But a good customer experience isn’t as simple as it often seems. In 2016, 2.7

Customer Service 49

Customer Service Self Service Customer Service Representative Retail 49

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? Share this page on: Tweet.

Contact Center 48

Contact Center Self Service Knowledge Base Social Media 48

Martin Hill-Wilson

JANUARY 29, 2016

Smartphone addicted customers increasingly use their ‘third hand’ for all engagement touch points including customer service. Visual IVR becomes the GUI of choice: delivering omni-channel fluency together with an infinitely more intuitive way of engaging with service options, relative to its audio equivalent.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

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

Avaya

OCTOBER 7, 2016

More importantly, most unhappy customers will simply give up after failed attempts at getting through to a contact center or an unhappy experience speaking with an uninformed customer service agent. In short, the contact center of today must be demand based and software driven.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

Storyminers

JULY 11, 2016

Why not focus on the efficiency of the call center instead of delivering better customer outcomes? I had the opportunity to peek at the future when I attended the CRM 2016 event produced by SAPInsider at the Las Vegas Convention Center in March as an analyst (no fee, no favors). Business profitability first.

Self Service 100

Self Service B2C CRM Technology 100

Verint

OCTOBER 24, 2017

Your marketing organization has missed an opportunity to engage with this customer, and may now miss future opportunities. Your customer service organization lacks the insight that this is an issue customers need assistance with. So how could this scenario have been resolved with a better outcome?

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. What is First Call Resolution?

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes.

Software 98

Software Tools Customer Service Self Service 98

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 in 2016 to $9.38 What is Customer Self-Service? Why Self-Service is Important?

Self Service 59

Self Service Knowledge Base Social Media Study 59

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 48

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 in 2016 to $9.38 What is Customer Self-Service? Why Self-Service is Important?

Self Service 48

Self Service Knowledge Base Social Media Study 48

Bold360

DECEMBER 4, 2016

According to Zendesk’s 2014 Benchmark report , customer service rankings dropped to their lowest during the holiday season, with the travel industry experiencing the largest -7 point drop, the most drastic in comparison to all other industries. Integrate a qualitative automated customer self-service solution.

Omni-Channel 40

Omni-Channel Travel Call Center Self Service 40

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

ijgolding

MARCH 22, 2017

Customer Experience (CX) strategy has become the key aspect for many businesses – more important than low-cost. In fact expectations of customer service are increasing every day. This true omnichannel experience also provides a platform for great customer experiences, thereby creating loyal customers and brand advocates.

Omni-Channel 204

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

Kayako

OCTOBER 13, 2016

Can you imagine a world where customer service was over physical mail? Customer service has had many different approaches over the last 100 years, but one thing has remained consistent: Customers have always wanted effortless interactions. Customers want more personable service experiences.

Customer Service 120

Customer Service Social Media Call Center Self Service 120

Tricia Morris

MARCH 28, 2016

And in a 24/7 global marketplace where it’s becoming increasingly difficult for retailers to differentiate on price and product availability, more and more it’s becoming customer service and the customer experience that means the difference between buy, buy, buy and bye, bye, bye. For customers, expectations are up.

Retail 40

Retail Self Service Customer Service Omni-Channel 40

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Source: Alex Knight.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

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. How brands should respond.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Currency Alliance

DECEMBER 20, 2022

A classic example we stumbled on a few months ago was a brand spending about 15,000 hours per year in call center support to enable loyalty program members to obtain vouchers, when redeeming points for product discounts. If call center agents cost $15 per hour, this was costing the organization $375,000 per year.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. Fonolo) Are voice interactions becoming a smaller part of the customer service picture?

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

Toonimo

JANUARY 5, 2017

Businesses can differentiate themselves from one another by way of the customer experience. Several exciting innovations took place in 2016, as businesses realize the inherent benefits of delivering an exceptional customer experience. The end goal is to support our customers and offer them the ultimate user experience.

Innovation 40

Innovation Technology Customer Experience e-support 40

TechSee

NOVEMBER 20, 2017

A year ago we’ve written an article about leading bot solutions in the market place, as we went to update and looked through the top bot solution of 2016 it became clear we had to address the changes in the chatbot echo system, next wee we will follow up with the update on the bots solution to follow. Enter the bots.

Chatbots 117

Chatbots Innovation Customer Service Self Service 117