Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. How can contact center services Philippines turn call reductions into an advantage? How can you reduce call volume in your inbound contact center? .

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Self Service Contact Center Multi-Channel Omni-Channel 52

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. 60% of consumers have higher expectations for customer service now than they did just one year ago.

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Self Service Customer Service Contact Center Omni-Channel 40

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). Share this page on: Tweet.

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ROI Self Service Customer Experience Airlines 50

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

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Innovation Self Service Contact Center Customer Satisfaction 40

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.

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Self Service Trends Customer Service Contact Center 40

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Share this page on: Tweet.

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Self Service Wireless Social Media Contact Center 50

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 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. They want their views to be acted on (fast!),

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Customer Expectations Meeting Self Service Social Media 48

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. Use self-service to enable consumers to find answers to routine questions on your website and implement chat to provide fast, personal service online.

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Insurance Self Service Transportation Policies 48

TechSee

JUNE 5, 2018

And, the clearer the problem, the faster the resolution, with Aberdeen reporting that co-browsing tools directly reduce AHT. With co-browsing gaining traction in customer service organizations, here are the 5 hottest trends currently developing in the co-browsing domain. 1 Co-browsing for mobile apps.

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Trends Self Service Chatbots Technology 116

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. This year’s report is just out and the topline findings are that consumers feel more confident about their financial position compared to a year ago, but are still cautious about what they spend their money on.

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Consumers Self Service Multi-Channel Financial 50

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 Global State of Multichannel Customer Service Report).

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Self Service Customer Service Poor Customer Service Contact Center 40

Avaya

APRIL 6, 2016

For a limited time, we are offering companies of any size the opportunity to replace and upgrade their current contact center solutions with Avaya’s leading offerings at up to 60% off standard pricing. First, Avaya’s complete solution includes self-service, mobile video, and omnichannel. Getting started is easy.

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Avaya

JUNE 14, 2016

My first exposure to self-service IVR application development was back in the early 1990s. In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. That’s a lot of wasted time. So what do I end up doing?

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Innovation Self Service Knowledge Base Contact Center 40

Tricia Morris

AUGUST 21, 2015

Five Steps to Greater Customer Loyalty : analyze customer behavior with special attention to self-service options available and how and when customers use them; improve self-service, with a broader view than just IVR; integrate all channels; create better links between live and self-service; track satisfaction and evolve based on the results.

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CRM Customer Focused Self Service Conference 40

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.

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Omni-Channel Contact Center Call Center Self Service 48

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. Yes, cows: A company in the Netherlands developed a sensor that attaches to a cow’s ear, monitors its vital signs and transmits the data to a computer, which reports back to the farmer via email or text. The ticket is closed.

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Customer Engagement Omni-Channel Engagement Self Service 133

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

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Call Center Contact Center Strategy Average Handle Time 52

Comm100

JUNE 13, 2018

A separate report by Business Insider reveals that “A new study from L2 found that a quarter of shoppers would abandon a cart online if same-day shipping wasn’t available.”. Live chat provides businesses with valuable sales and customer service opportunities that aren’t possible through any other channel.

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Tips Self Service e-support Social Media 130

Comm100

FEBRUARY 20, 2018

CCW Digital’s Fall Executive Report reveals that 80% of organizations call artificial intelligence “important.” New findings in the Aspect Consumer Experience Index show that 61% of consumers feel that having Chatbots in customer service is the way of the future. Companies across industries find the potential of Chatbots attractive.

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Chatbots Self Service ROI Contact Center 125

Tricia Morris

JANUARY 29, 2016

While choice is abundant when selecting products to buy, it is amazing how few choices or options there are when interacting with an organization outside of its core products and services. Look no further than an organization’s customer service strategy to understand what I am talking about. How is this possible? Let’s get crafting.

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Customer Engagement Engagement CRM Self Service 40

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

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First Call Resolution Call Center Metrics Self Service 74

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?

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Omni-Channel Self Service Trends Multi-Channel 95

Avaya

OCTOBER 27, 2016

Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Here are some of the key findings : The index shows a four-point decrease in customer satisfaction from 2015 to 2016, sliding to the lowest score in the nine-year history of the report.

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Customer Experience Self Service Contact Center Omni-Channel 40

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered. In a nutshell, the findings paint a picture of inconsistency.

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Self Service Brands Social Media Contact Center 48

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Implemented effectively, self-service enables customers to find answers to their own questions online, further reducing costs as potential emails or calls are deflected while improving the overall experience.

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Customer Service Insurance Knowledge Base Self Service 48

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. Share this page on: Tweet.

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Insurance Connections Customer Service Self Service 48