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

Martin Hill-Wilson

FEBRUARY 16, 2016

I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. In some cases they might even disrupt how certain services are bought and the strategic alliances that support them. Secondly this is not about a single technology. The customer feedback says it’s a win win.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Comm100

JANUARY 14, 2016

As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Kayako

JANUARY 24, 2018

We predict it’s the technology they choose that will reflect how close they want to get to their customers. Self-service will become a form marketing. Self-service will become a form marketing. In 2016 one study found that 75% of companies said their top objective was to improve customer experience.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Kustomer

JUNE 27, 2022

Feel free to explore at your own pace, starting with our table of contents: What Are the Benefits of Customer Service Software? Types of Customer Support Software What Are the Key Technology Components of Customer Service? What Are the Benefits of Customer Service Software?

Software 98

Software Tools Customer Service Self Service 98

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. Prediction #3: Self-service is the key to success.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

TechSee

MAY 15, 2018

In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. As demonstrated recently when Amazon Web Services experienced a wide outage, smart devices that relied on network availability effectively became useless.

Analysis 111

Analysis Marketing Self Service Wireless 111

ijgolding

MARCH 22, 2017

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. Digital has also helped businesses to reduce the burden on customer executives with the help of self service features.

Omni-Channel 204

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

Solvvy

DECEMBER 16, 2019

Replacing human customer service agents with IVR technology: Bad idea. One of the earliest forms of AI customer service to come mainstream is interactive voice response (IVR) technology, in which a computer recognizes the customer’s natural speech or touch tone and uses it as a prompt for their next action.

Self Service 48

Self Service Customer Service Chatbots Knowledge Base 48

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90

Trends 107

Trends Industry Telecommunications Chatbots 107

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Looking further ahead, Forrester sees products themselves containing self-service capabilities to automatically provide information to users.

Self Service 48

Self Service Customer Service CRM Contact Center 48

Kayako

JANUARY 5, 2017

Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. Not every customer wants to come to you for simple queries, they demand to learn and help themselves, so your self-service is expected to be top notch. What goes into good self-service?

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

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? Reading through the results, six key conclusions stand out: 1.

Contact Center 48

Contact Center Self Service Knowledge Base Social Media 48

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Showing the progress of the technology Facebook recently launched a chatbot that brands can use over Messenger, with companies such as Pizza Hut and American Express among the early adopters.

Chatbots 48

Chatbots Self Service Company Contact Center 48

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. Meanwhile, 60% prefer a human being for a detailed inquiry over an automated system. Offer self-service options. Optimize your IVR.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. It found that you need to deliver high levels of service on all channels if you want to win and retain customers. 47% said they were willing to pay more for better customer service.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Tricia Morris

MAY 2, 2016

Increasingly rare is the employee who holds a wealth of corporate, product, service and customer knowledge in his or her head gained through years of training, learning and experience. Employee Self-Service. Technology should be used to engage people and that’s what we do at Metro Bank. The question is can they find them?

Self Service 40

Self Service Customer Service Banking Customers 40

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Wootric CX Blog

NOVEMBER 4, 2020

Through technology, customers have unprecedented access to information about products and services. With new technology and social media, we have more ways than ever before of interacting with our customers. It’s a customer service metric that is used to improve systems that may frustrate customers. Are you ready?

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. However, simply focusing on topline growth actually undersells the impact of good customer experience and superior service.

ROI 50

ROI Self Service Customer Experience Airlines 50

Storyminers

JULY 11, 2016

Much of this thinking comes from entrenched systems and processes. With advances in technology, digital and mobile, customers demand more attention—and more value—from the brands they choose. Micro Services – ‘pieces’ of larger applications delivered as smaller, discrete services. The good news is – there is a way!

Self Service 100

Self Service B2C CRM Technology 100

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. Chat is expected to become more mainstream , while social media is forecast to become an increasingly popular channel for customer service. How can contact centers cope with these challenges?

Self Service 48

Self Service Customer Service Contact Center Multi-Channel 48

Eptica

SEPTEMBER 12, 2016

Date: Wednesday, September 14, 2016 Getting ready for Christmas – 5 areas for retailers to focus on. Published on: September 14, 2016. Test your systems Your website might have been good enough last year, but consumers are continually demanding more – and competitors are always investing in the experience they offer.

Retail 48

Retail Self Service Knowledge Base Contact Center 48

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. Share this page on: Tweet.

Self Service 48

Self Service Knowledge Base Poor Customer Service Social Media 48

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Share this page on: Tweet.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Within the contact center team the same applies – you are likely to have a high proportion of Millennials working in customer service, so structure your policies and processes accordingly. Share this page on: Tweet.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 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

Eptica

MAY 3, 2017

Author: Dharmesh Ghedia Be it broadband internet services, pay TV, landline or mobile, the telecoms market is incredibly competitive. The pace of technological change means that new services are constantly being launched while there is ongoing pressure on prices, with consumers demanding more for less at every contract renewal.

Connections 49

Connections Self Service Customer Service Wait Times 49

Avaya

OCTOBER 7, 2016

Most customers also understand that there may be periods of high service calls, but they expect to have alternatives, in the form of call backs or self-service options. We were named leader in 5 categories including: Asia Pacific Inbound Contact Routing Systems Market Share Leadership Award.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

Toonimo

JANUARY 5, 2017

Several exciting innovations took place in 2016, as businesses realize the inherent benefits of delivering an exceptional customer experience. As technology drives innovation, we can expect customers to see major changes in the way that big brands interact with them. These AI systems are self-learning knowledge bases.

Innovation 40

Innovation Technology Customer Experience e-support 40

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. Audit CX projects and technologies Once you have decided on the need within your organization and built a business case you need to see what is already in place.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. than by email or phone.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

John Paul

OCTOBER 22, 2018

Customers of the largest car brands are now benefiting from John Paul’s services in white label. Drivers today expect instantaneousness; these new technologies have naturally become part of John Paul’s services and Concierges, with their “human” expertise. ABOUT JOHN PAUL.

Self Service 40

Self Service Automotive Transportation Travel 40

NobelBiz

APRIL 25, 2023

Companies must take concrete measures like automation, technology-driven service delivery models, and right-sizing staff numbers. As we will see, reexamining their operational processes and investing in new-generation technologies can enable contact centers to streamline operations and reduce costs while improving customer experience.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

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. Customer experience continues down a path of rapidly advancing technology with trends pointing to a virtual experience. Today’s trends are all about personalization with a twist.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

Eptica

APRIL 12, 2019

This means customer satisfaction is at its lowest level since July 2016. The highest ever number of consumers (13.9%) said they’d faced customer service problems. This means that benchmarking yourself against leaders is vital, as is investing in technologies and platforms that help you deliver efficient, effective service.

Conference 76

Conference Self Service Fashion Ecommerce 76

Stella Connect

JANUARY 25, 2018

By making customer service a “cross-functional hub,” you’ll align the entire organization with your customers’ interests. Growth in Self-Service Technologies Will Increase Demands on Customer Service Teams. In 2018, self-service tools will continue to change the way consumers interact with brands.

Self Service 40

Self Service Trends Customer Service Contact Center 40