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. Unboxing goes visual. The process that seemed so simple online can be much more difficult to execute at home.

Self Service 116

Self Service Call Center Video Consumers 116

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Bringing Call Centers Into the Modern Age. Richard Rines, Founder, Autoreach.

Self Service 40

Self Service Contact Center Call Center Video 40

Verint

SEPTEMBER 13, 2017

In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside, an enterprise. However, communities should not be set up and then forgotten.

Self Service 26

Self Service Management Contact Center Social Media 26

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. Today, AI in the self-service space (e.g.,

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

NICE inContact

JANUARY 24, 2018

Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. Cloud contact center deployments that began in customer care may have been extended to other business areas. Digital Transformation. Artificial Intelligence.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

CX Journey

NOVEMBER 22, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017. They're much more prevalent now than ever before, and customers are turning to other customers for assistance with common and not-so-common issues. I'll focus on the sanctioned type. Companies get.

Self Service 0

Self Service Social Media Knowledge Base Call Center 0

NICE inContact

JUNE 28, 2017

Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. New technology can enhance both agent-assisted and self-service interactions. So what trends will have an impact in 2017?

Report 120

Report Customer Experience Self Service Trends 120

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 of brands are delivering leading-edge customer experience , while 33.5

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. AI in utilities is also playing an increasingly central role in customer-facing interactions. Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service.

Self Service 132

Self Service Analytics Call Center Report 132

Talkdesk

JULY 7, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Scott Kennedy – President of Financial and Retail Services, Target.

Self Service 40

Self Service Net Promoter Score Video Customer Centricity 40

NICE inContact

JANUARY 17, 2019

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Contact center agents have a significant impact on customer experience and thus the bottom line. Here our are 8 Qualities of Effective Contact Center Agents. Solid Problem Solving Skills.

Contact Center 137

Contact Center Self Service Knowledge Base Customer Confidence 137

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. Customer satisfaction has been in a freefall for four years running.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Interactions

MARCH 20, 2019

Customers have all the power. Therefore, a customer’s experience with your company means everything. And that experience is dictated by customer care. The conversation during a two-minute call with a company can make or break a customers loyalty forever. Simply put, customers want a quick, effective solution.

Self Service 67

Self Service Customer Experience Customer Service Customer Care 67

NICE inContact

OCTOBER 15, 2018

Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

Talkdesk

OCTOBER 30, 2017

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. They call, they wait on hold, they give their information to an agent, they wait on hold again, they talk to another agent, etc.

Contact Center 40

Contact Center Self Service Industry Customer Satisfaction 40

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. Customers want it and are expecting it.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

VDS

SEPTEMBER 17, 2020

As companies scrambled to drive efficiencies and cut costs, they adopted new ways to improve the experience for both the employee and the customer. There are many innovative ways to improve the experience for both your employees and customers. More, customers want seamless, effortless experiences. Slow Wi-Fi?

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

eGain Blogs

JANUARY 4, 2018

What is the key to improved customer (CX) and agent experiences (AX)? Delivering a consistent knowledge experience is key to driving value for both customers and agents. eGain, along with Forrester Consulting, asked 5000 consumers what they hated the most when they asked for customer service help.

Self Service 53

Self Service Contact Center Touchpoint Omni-Channel 53

Comm100

JANUARY 14, 2016

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. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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., However, while AI has not yet become the answer to all our customer service challenges, the technology is moving forward at a rapid pace.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. 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.

Technology 122

Technology Customer Service Contact Center Gamification 122

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 104

Contact Center Report Customer Journeys Customer Centricity 104

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. Today’s AI-based customer service chatbots still require human intervention to help provide that context, enabling a better understanding of the bigger picture.

Chatbots 95

Chatbots Customer Service Call Center Interaction 95

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

COPC

JUNE 20, 2019

In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions as the future of customer interactions. Chatbots . This represents a 5.6 times growth year on year.

Chatbots 40

Chatbots Self Service Touchpoint Interaction 40

Talkdesk

APRIL 11, 2017

From its founding, Talkdesk has differentiated itself from its competitors by focusing first and foremost on the end customer. We know that delivering brilliant customer interactions is how forward-thinking brands and companies foster meaningful relationships with their customers. Why collect CSAT through SMS? Why measure Mood?

Contact Center 50

Contact Center Self Service Abandon Rate Call Center 50

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

Customer Service 98

Customer Service Effort Score Self Service Customers 98

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. Leveraging intelligent staffing tools like Teleopti help to optimize customer experience, agent retention and efficiency.

Contact Center 40

Contact Center Self Service Contact Center Software Call Center 40

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Verint Engage Global Customer Conference. ET on May 2.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

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

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

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

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

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Kustomer

MARCH 12, 2020

In this episode of Customer Service Secrets , Gabe Larsen is joined by Matt Dixon to discuss creating an effortless experience for customers. Matt worked for a profit think tank and currently works at a company called Tethr, an AI platform that helps customers understand and interpret data.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52