Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. 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.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. Not surprisingly, along with an increase in chat is an increase in self-service overall.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Call Experts

FEBRUARY 19, 2020

Self-Service Tools. The more customers respond to your self-service tools, the fewer people hours you have to fulfill. Also, self-service tools like portals and live chat often have metrics and dashboards built for your company to understand the experience. One call can change your business!

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

GetFeedback

MAY 9, 2018

This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. Live chat is a great service to include on your mobile website. Offer excellent self-service content.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

Customer Bliss

MAY 7, 2019

Doing human interactions well in an increasing self-service world will set you apart. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Dec 28, 2018 at 11:30am PST. View this post on Instagram. Companies that are putting in the work to enable this are reaping the rewards. What do customers want?

Self Service 178

Self Service Chief Customer Officer Course Policies 178

Verint

APRIL 26, 2018

Funnel to the Cloud” example – Consortium for Service Innovation, 2018. The primary insight here is that customers often have a lot more questions, issues and thoughts about a product or service than the support organization will ever see. Many customers don’t want to go through support queueing, hold times, escalations, etc.,

Self Service 37

Self Service Contact Center Innovation Interaction 37

NICE inContact

NOVEMBER 8, 2019

A 2018 Harvard Business Review article points out that plain language has been slow to catch on in the business world. Here are a few steps you can take to communicate clearly and deliver personalized service: Incorporate plain language in your IVR system using a flexible scripting tool. They follow instructions more accurately.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Call Experts' 5 Tips for a Successful IVR. Focus on self-service benefits. The intention of automation is self-service at all times of the day. Telephone Etiquette.

Tips 81

Tips Self Service Contact Center Call Center 81

Call Experts

JANUARY 8, 2020

Self-service. According to the Pew Research Center , "more than one-in-three Americans active in the current labor force (35%) are Millennials." Also, by incorporating these solutions into your customer journey, you can provide self-service options for your customers and help reduce the number of calls to your support team.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. customer exhibitors at MWC 2018: Verto Analytics. Messaging app exhibitors at MWC 2018: Infinity Mobile. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

OCTOBER 2, 2018

Self-Service. Using digital twins to further boost the adoption of self-service follows the trend toward personalized service, and the shift away from a one-size-fits-all approach to customers. The evolution of digital twins. Stay tuned.

Technology 176

Technology Self Service Innovation Trends 176

NICE inContact

OCTOBER 15, 2018

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

Call Experts

OCTOBER 23, 2019

Then you can craft a self-service experience, train your support team, and develop content. Build a knowledge base to support self-service solutions. customize and tailor your customer journey touch points and build a self-service knowledge base. (2) 3) scalability in services. A quick recap. (1)

Self Service 53

Self Service Customer Service Customer Journeys How To 53

NICE inContact

MAY 23, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

NICE inContact

DECEMBER 21, 2018

The result is faster, more efficient and scalable way for contact centers of all sizes to: Resolve customer requests fast—the first time. Blend intelligent self-service and agent expertise. Deploy service changes or new capabilities quickly. From more to better to best. Download all 3 reports. [1]

Self Service 121

Self Service Contact Center Omni-Channel Analytics 121

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. Organic Mobile Experiences Blur Channel Lines. Who is doing this right?

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. has always been a challenge for call centers.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Customer Bliss

JUNE 13, 2018

Doing” human interactions well in an increasing self-service world will set you apart. For example, Mercedes Benz USA, began taking this approach in their Customer Assistance Centers, enabling call center reps to balance standard operating procedure with information about the customer they are assisting.

Self Service 136

Self Service Policies Call Center Customers 136

NICE inContact

MAY 8, 2019

We surveyed more than 900 contact center leaders across the US, UK, and Australia to discover insights about quality of service delivered, according to businesses themselves, across both self-service and agent-assisted channels. Then we compared these findings to what consumers said in our 2018 consumer study.

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

Stella Connect

JANUARY 25, 2018

With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation?

Self Service 40

Self Service Trends Customer Service Contact Center 40

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running. Voice and digital, inbound and outbound, agent assisted and self-service.

Contact Center 186

Contact Center System Self Service Omni-Channel 186

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 101

Customer Service Social Media Chatbots Knowledge Base 101

Call Experts

MAY 2, 2019

Contact centers focus on three main objectives to enhance the efficiencies in your business: Empower agents to develop meaningful connections. Improve digital and self-service support functions. Does your contact center offer the ability to provide self-service tools to your business? Summer HR Conferences.

Contact Center 56

Contact Center Self Service Call Center Conference 56

TechSee

SEPTEMBER 20, 2018

February 12, 2018, 10:14 am. A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Average call Handling Time (AHT) is strongly entrenched in the traditional world of customer service. Customer: Hi, I am having a problem….

Omni-Channel 104

Omni-Channel Customer Centricity Contact Center Net Promoter Score 104

Comm100

FEBRUARY 13, 2018

Enterprise companies need to offer service and communication via email, social media, telephone, live chat, and self-service, to provide a full suite of contact options specific to different customer demographics and circumstances. For example, a common trend is the creation of Knowledge Bases (KBs) and self-service portals.

Strategy 102

Strategy Self Service Knowledge Base Call Center 102

Call Experts

FEBRUARY 12, 2020

By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key providers are building professional services and resources to assist customers with strategic AI plans. When do medical centers need professional contact center support?

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . From finding and fixing common pain-points to reducing the amount of effort expressed, to identifying self service opportunities and more, CX professionals in the audience were inspired by the opportunities to maximize brand loyalty and drive business.

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40

Verint

JANUARY 19, 2018

If so, then be sure to enter for the 2018 Engage Global Customer Awards! Driving positive outcomes for your customers by delivering personalized, consistent service, great self-service options, proactive engagement, and easy ways to provide feedback. Nominations are being accepted through March 30, 2018.

Self Service 35

Self Service Engagement Conference Customer Satisfaction 35

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Interactions

MARCH 20, 2019

According to Call Center Weekly, 85% of customers who use the phone to contact a company do it because they want to get a problem solved quickly. According to Microsoft’s State of Global Customer Service Report , 90% of respondents expect every organization to offer 24/7 online self-service options. Convenience.

Self Service 67

Self Service Customer Experience Customer Service Customer Care 67

Call Experts

NOVEMBER 14, 2018

Having a medical call center will help your team answer your patient calls and messages with urgency. Our off-site Experts offer call screening, patient support, and the simplest way to boost patient satisfaction and staff productivity. . When do medical centers need professional contact center support?

Contact Center 56

Contact Center Call Center Self Service Conference 56

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. has always been a challenge for call centers.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

TechSee

DECEMBER 28, 2020

A Salesforce survey indicates that 77% of service professionals say their company views them as customer advocates, 70% of agents say they’ve received training on how to be empathetic with customers, and 77% of agents say their role is more strategic — up from 71% in 2018. This makes good business sense.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

TechSee

JUNE 5, 2018

For example, while CSPs are eager to increase the usage of their self service apps, adoption has been relatively low (estimated as below 30%). Gartner highlights the convenience of co-browsing – with most self-service interactions occurring in a web browser or mobile app, customers are just a click away from a co-browsing session.

Trends 116

Trends Self Service Chatbots Technology 116

Press 1 For Nick

SEPTEMBER 13, 2020

Consider what happens when there is an outage due to a patched, inefficient, siloed call center. And in the agent space, no one is more impacted by dated contact center software than the call center agents. In 2018, the average enterprise had 11 communication channels.

Omni-Channel 52

Omni-Channel Self Service Abandon Rate Average Handle Time 52