Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 105

Contact Center Report Customer Journeys Customer Centricity 105

ShepHyken

NOVEMBER 4, 2022

From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. . In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Self-Service for Timeless Customer Support .

Self Service 64

Self Service Customer Experience Multi-Channel Call Center 64

TechSee

APRIL 24, 2018

DIY unboxing can reduce costly technician visits or call center inquiries, and avoid costly no-fault-found (NFF) returns, which, according to Accenture , accounts for 68% of products returned to the manufacturer. With a growing number of DIY enthusiasts purchasing consumer electronics, this type of hands-on guidance is in high demand.

Self Service 116

Self Service Call Center Video Consumers 116

Verint

SEPTEMBER 13, 2017

However, in the digital, multichannel customer engagement world of today, the evolving and more astute customer base has higher expectations, as well as a strong desire to do things themselves via self-service applications. 1 Ovum, The Advancement of Self-Service Solutions in Customer Engagement , April 2017.

Self Service 26

Self Service Management Contact Center Social Media 26

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

Contact Center 40

Contact Center Self Service Contact Center Software Call Center 40

Talkdesk

NOVEMBER 8, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. We’ve all been on a bad customer support call before: you call, you wait, you talk to an agent, you wait, you talk to another agent … It’s very unsatisfying.

Contact Center 42

Contact Center Self Service Innovation Report 42

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent are delivering average service and 39.6

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Talkdesk

OCTOBER 30, 2017

The contact center space has been stagnant for decades. Despite the rapid evolution of consumer technology (and consumer expectations), the experience customers have when they call into a contact center is still the same as it’s always been. Anyone who has called a contact center knows the experience.

Contact Center 40

Contact Center Self Service Industry Customer Satisfaction 40

eGain Blogs

JANUARY 4, 2018

This is an extract from an interview* that eGain’s SVP of Marketing, Anand Subramaniam, gave to Contact Center Pipeline for their feature article, Blending AI With Support. eGain, along with Forrester Consulting, asked 5000 consumers what they hated the most when they asked for customer service help. Empathy helps drive action!

Self Service 53

Self Service Contact Center Touchpoint Omni-Channel 53

VDS

SEPTEMBER 17, 2020

The idea is to let technology handle mundane tasks, nuisance calls, and authentication, so your agents can focus on everything else. The beauty of these technologies is they typically work across all contact center solutions with API integration. Agents need accurate, accessible information from reliable and efficient systems.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

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. Rethink the contact center environment: . But, it can be done.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1

Technology 122

Technology Customer Service Contact Center Gamification 122

NICE inContact

JUNE 28, 2017

New technology can enhance both agent-assisted and self-service interactions. So what trends will have an impact in 2017? In this new report, “Digital Customer Experience Trends, 2017” , Forrester examines how technology is recasting the way customers interact with companies.

Report 120

Report Customer Experience Self Service Trends 120

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., This model is especially effective when the contact center is required to handle large call volumes or highly complex calls.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

Talkdesk

APRIL 11, 2017

The purpose of Sentiment is to understand the customer on a whole new level: their satisfaction with their service experience, their emotional state and their experiences across the customer lifecycle. Contact centers can customize the survey text to fit their brand identity and messaging. Why measure Mood?

Contact Center 50

Contact Center Self Service Abandon Rate Call Center 50

Comm100

JANUARY 14, 2016

However, many experts also agree that omni-channel marketing requires more than just offering multiple channel or contact choices. According to NanoRep , creating an effective omni-channel solution requires a business to combine and align call center, mobile, physical, social and Web presences coherently and efficiently.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. A year ago, 2017 was designated as the “ year of the chatbot ” but at the time of the survey, only accounted for 6% of customer contact.

Contact Center 46

Contact Center Self Service Social Media Chatbots 46

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. A year ago, 2017 was designated as the “ year of the chatbot ” but at the time of the survey, only accounted for 6% of customer contact.

Contact Center 46

Contact Center Self Service Social Media Chatbots 46

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Verint

DECEMBER 8, 2016

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?

Loyalty 44

Loyalty Customer Engagement Engagement Interaction 44

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace, and is en route to achieving the level of impact previously predicted.

Chatbots 95

Chatbots Customer Service Call Center Interaction 95

Talkdesk

FEBRUARY 13, 2018

In Deloitte’s 2017 Global Contact Center Survey , contact center executives said one of the big changes that will transform the customer experience in the next few years is the aim of making interactions “effortless.”. 6: Trial expiring demo call. 1: Product demos.

Self Service 40

Self Service Contact Center Social Media Software 40

Verint

MAY 1, 2018

A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). CRMXchange Roundtable: Digital Customer Service—IVR, Chat, SMS and VA. ET on May 2. May 10; Online Webinar. Attendees of this online, interactive roundtable at 2 p.m.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

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

Talkdesk

APRIL 21, 2017

We’re less than a week away from celebrating the New Era of Customer Heroes at Opentalk 2017 in San Francisco! Contact center agents are the voice of a company, they need to be helpful, intelligent and quick on their feet. Bringing Call Centers Into the Modern Age. Seven Support Lessons from Seven Startups.

Contact Center 40

Contact Center Retail Self Service Loyalty 40

Kustomer

NOVEMBER 25, 2021

We found in our research today, 80% of customers before they pick up the phone and call are going to go try to self-serve. Matt Dixon: (24:29) Nobody calls to a call center to find out like if their flight is on time, nobody calls to find out where their package is, nobody calls to change their address or check their balance.

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Kustomer

MARCH 12, 2020

We found in our research today, 80% of customers before they pick up the phone and call are going to go try to self-serve. Nobody calls to a call center to find out like if their flight is on time, nobody calls to find out where their package is, nobody calls to change their address or check their balance.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

Comm100

FEBRUARY 20, 2018

Chatbots are like evolved self-service portals or advanced knowledge bases. As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. Happier agents are also more productive, which means that they can better achieve contact center metrics.

Chatbots 130

Chatbots Self Service ROI Contact Center 130

NICE inContact

NOVEMBER 12, 2019

Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. The main reason for this is that digital channels such as email, chat, mobile apps, text / SMS, and social messaging are ubiquitous today.

Omni-Channel 136

Omni-Channel Multi-Channel Self Service Contact Center 136

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. Not all customers have the same needs and you can find many different types of customers contacting your contact center – all with different desires and expectations.

Customer Experience 118

Customer Experience Social Media Self Service Multi-Channel 118

TechSee

JANUARY 18, 2018

billion active units in 2017, representing 63% of 8.4 To gauge consumer sentiment about self-installation, a comprehensive survey was conducted to learn more about consumer experiences and preferences when installing new home electronic devices. 75% chose self-service as the preferred method of device installation.

Self Service 95

Self Service Customer Service Company Infographics 95

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Sprint Wireless overhauled their customer care program, providing their call-center agents with real-time recommendations to improve retention.

Examples 75

Examples Self Service Wireless Call Center 75

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

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. ” 2. Coveo.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

TechSee

NOVEMBER 20, 2017

Now that so much of the customer experience is self-service, businesses need to make every part of a customer’s interaction fast, easy, and intuitive. The Facebook bot count hit 100,000 in April 2017 only a year after the initial Facebook bot announcement. Enter the bots.

Chatbots 117

Chatbots Innovation Customer Service Self Service 117

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Introduction.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102