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.

Trends 116

Trends Self Service Chatbots Technology 116

Tricia Morris

MAY 31, 2016

Predictive, proactive, personalized experiences are key, and companies should leverage the tools they have to work toward “mass personalization at scale,” says Wang. Brands must approach everything they do, but especially service and engagement, with a customer experience mentality.

CRM 40

CRM Customer Experience Self Service Conference 40

Kustomer

JUNE 27, 2022

Customer service software and its various integrated tools can position brands of any size to stand out amongst competitors in the eyes of its most important asset: customers. Let’s explore the path to optimizing your brand with our 12 best software tools for 2022. What Are the 12 Best CS Software Tools in 2022?

Software 98

Software Tools Customer Service Self Service 98

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.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

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. For contact center leaders, however, this vision of the future might seem daunting.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

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

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

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. Let’s get crafting.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40

Comm100

JUNE 13, 2018

According to a study by Inmar , 72 percent of coupons used in 2016 affected purchasing behavior , usually by encouraging shoppers to buy a product they otherwise would not have. Live chat provides businesses with valuable sales and customer service opportunities that aren’t possible through any other channel.

Tips 130

Tips Self Service e-support Social Media 130

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.

First Call Resolution 74

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?

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

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

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Author: Pauline Ashenden When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. This relies on empowering your agents so that they have the skills, tools and, above all, the knowledge to confidently provide solutions to problems. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

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.

Customer Experience 40

Customer Experience Self Service Contact Center Omni-Channel 40

OpinionLab

AUGUST 29, 2017

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. After all, it’s hard to be delighted about a positive self-service outcome. The difference between the 2015 and 2016 figures are clear.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. Therefore ensure that your website can provide the answers to consumer queries through self-service systems that mean shoppers don’t need to change channel to find the answers to their questions.

Customer Service 48

Customer Service Multi-Channel Self Service Social Media 48

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Integrated In many companies customer service is still handled on a channel by channel basis, with separate teams using different systems to answer emails, phone calls and social media messages.

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 48

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

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.

CRM 40

CRM Customer Focused Self Service Conference 40