2017 Customer Service Omni-Channel Self Service 
NICE inContact
DECEMBER 3, 2018
Omnichannel is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.
Vonage
FEBRUARY 23, 2017
Half of consumers move on after poor customer service. In NewVoiceMedia’s whitepaper, Serial Switchers Strike Again , we learned that 49 percent of consumers switch companies after receiving service that does not meet their expectations. Poor customer service costs business billions annually.
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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
Bold360
JANUARY 10, 2017
Address common customer service issues with self-service. Knowing this combines with the ability to segment and intelligent tech to provide contextual, personalized answers and allow your site to make the most of visitors and impress them with facilitated self-service and targeted experiences.
Maru/HUB
FEBRUARY 2, 2018
This week we’ve been focused on customer service in the wake of new experiences in the way we shop, interact and provide feedback. An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service.
Customer Bliss
DECEMBER 28, 2017
It's one of the most direct ways for a company to see first-hand what their customers go through to interact with them. What will CX Look Like in 2017? The implementation of chatbots will increase as more companies leverage them in social media as a way to communicate with customers. Click To Tweet. Click To Tweet.
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.
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