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

Alliance by IFS

DECEMBER 10, 2018

Astea recognized for its comprehensive portfolio of user-oriented mobile field service applications that meet the evolving needs of organizations, technicians and customers. HORSHAM, PA (December 10, 2018) — Astea International Inc., Service Smart. © 2018 Astea International Inc. www.astea.com. Enterprise Proven.

Management 83

Management Company Self Service Wireless 83

Second to None

FEBRUARY 14, 2018

This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. So what does the year hold for customer service? As always, companies who provide great customer service have a huge advantage over companies that don’t.

Trends 63

Trends Social Media e-support Chatbots 63

Alliance by IFS

DECEMBER 10, 2018

Astea recognized for its comprehensive portfolio of user-oriented mobile field service applications that meet the evolving needs of organizations, technicians and customers. HORSHAM, PA (December 10, 2018) — Astea International Inc., Service Smart. © 2018 Astea International Inc. www.astea.com. Enterprise Proven.

Company 62

Company Self Service Wireless Software 62

Eptica

DECEMBER 11, 2019

on average in 2018 to £3.89 By analyzing what customers actually say in conversations you can extract qualitative insight that enables you to continually improve. Self-service is growing Consumers have more and more queries and want faster answers, particularly to routine requests. per contact to £3.18.

Self Service 75

Self Service Customer Service Social Media NPS 75

Verint

JANUARY 19, 2018

Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? Nominations are being accepted through March 30, 2018.

Self Service 35

Self Service Engagement Conference Customer Satisfaction 35

Alliance by IFS

SEPTEMBER 11, 2018

Alliance Enterprise delivers enterprise-grade technology designed to unify the increasingly complex service ecosystem. HORSHAM, PA (September 11, 2018) — Astea International Inc., Enhanced Customer Self-Service Management Capabilities. Service Smart. © 2018 Astea International Inc. www.astea.com.

Self Service 83

Self Service Multi-Channel Software Sports 83

Solvvy

SEPTEMBER 17, 2018

And nobody wants to be that guy who delivers poor customer support and ruins someone’s holly jolly spirit only to make headline news with that angry tweet that gets retweeted a million times over. Join us on September 26 at 9:00 AM PST on a webinar with Antonio King, Director of Customer Experience at Shinesty.

Retail 54

Retail Tips Self Service Customer Satisfaction 54

Inbenta

NOVEMBER 13, 2018

With a good support strategy, online retailers can divert most of these challenges to self-service; however, there are a few precautionary measures to take in advance in order to ensure the smoothest experience for your online shoppers (and support agents on the other side). Review your self-service content and FAQs.

Self Service 60

Self Service Tips Customer Service e-support 60

Interactions

DECEMBER 2, 2021

The way customers interact with business has changed too, including those in the financial industry. This pattern of self service banking is one that seems set to stay. It’s fair to say that a lot of financial service organizations struggle when it comes to customer satisfaction. Speak like a human.

Banking 62

Banking Trends Self Service Contact Center 62

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience.

Self Service 40

Self Service Social Media Healthcare Conference 40

Talkdesk

JANUARY 12, 2018

Let’s face it: today’s customers are savvier and more mobile than ever. 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.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Talkdesk

JANUARY 12, 2018

Let’s face it: today’s customers are savvier and more mobile than ever. 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.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Alliance by IFS

NOVEMBER 27, 2018

The post Field Service Amsterdam 2018 appeared first on Astea. Contact us or request a demo. If you’d like to schedule a private demo or meeting in Amsterdam, stop by our booth and say hello. Otherwise, click here to get in touch.

Meeting 50

Meeting Communication Self Service Management 50

Inbenta

NOVEMBER 13, 2018

With a good support strategy, online retailers can divert most of these challenges to self-service; however, there are a few precautionary measures to take in advance in order to ensure the smoothest experience for your online shoppers (and support agents on the other side). Review your self-service content and FAQs.

Self Service 45

Self Service Tips e-support Customer Service 45

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Published on: October 16, 2018. It also gives a clear view of what the main issues consumers are raising, allowing you to work on them to improve customer satisfaction. Share this page on: Tweet.

Report 68

Report Self Service Average Handle Time Contact Center 68

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 In each of the seven countries surveyed, government customer satisfaction (CSAT) score ranked last across every industry. Simplicity.

Government 191

Government Customer Service Chatbots Effort Score 191

West Monroe

JANUARY 29, 2018

Last week at DistribuTECH 2018 in San Antonio, TX, energy professionals from all over shared ideas and perspectives on the future of the industry with one clear conclusion: our energy future remains uncertain, but “digital” will be a major driver in addressing this uncertainty.

Self Service 40

Self Service Roadmap Exercises Technology 40

Eptica

MARCH 21, 2018

Date: Wednesday, March 21, 2018 Why your approach to knowledge is key to the customer experience. Published on: March 21, 2018. Author: Pauline Ashenden Providing access to knowledge is at the heart of creating an excellent customer experience. Given the importance of knowledge, are UK brands delivering?

Self Service 55

Self Service Customer Experience Social Media Chatbots 55

Tricia Morris

MAY 2, 2016

Leading organizations are working however to empower not just agents, but all employees, to be able to find the answers they and their customers need and quickly – as 77% of consumers say valuing their time is the most important thing a company can do to provide them with good customer service. Employee Self-Service.

Self Service 40

Self Service Customer Service Banking Customers 40

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%). Using artificial intelligence (AI) to enhance interactions with customers is quickly gaining traction. 2 Co-browsing and Visual Support. 3 Co-browsing and AI.

Trends 116

Trends Self Service Chatbots Technology 116

TechSee

SEPTEMBER 20, 2018

February 12, 2018, 10:14 am. Customer: Hi, I am having a problem…. Customer: I’m having a problem with my Internet. In addition, when customers are transitioned between channels – such as from email to chat to live visual support – multiple agents often work on the same case, even further complicating the measurement of AHT.

Omni-Channel 104

Omni-Channel Customer Centricity Contact Center Net Promoter Score 104

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Or how does your organization use knowledge bases to improve agent knowledge and customer satisfaction?

Knowledge Base 102

Knowledge Base Self Service Contact Center e-support 102

Call Experts

FEBRUARY 12, 2020

Key providers are building professional services and resources to assist customers with strategic AI plans. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. 10 Trends That Will Disrupt Customer Service in 2018.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

UJET

JUNE 19, 2019

According to Gartner’s April 26, 2019 Forecast Analysis: Contact Centers, Worldwide report (available to Gartner subscribers), “in 2023, 40% of contact center interactions will be fully automated by using AI, machine learning and self-service, up from around 25% in 2018.” Chatbots are not a copy-and-paste option.

Chatbots 56

Chatbots Self Service Contact Center User Experience 56

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 60% of consumers have higher expectations for customer service now than they did just one year ago.

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Tricia Morris

OCTOBER 22, 2015

But how does employee self-service knowledge separate the best from the rest? In addition, self-service knowledge can empower sales with subject matter expertise for RFPs without having to email or call various employees across the organization. And knowledge plays a prime role in engagement related to sales.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Alliance by IFS

JULY 27, 2018

A new Customer Portal and Customer Mobile app enables more customer self-service and transparency, and new Mobile Manager Workbench gives your managers and supervisors a mobile office. Learn more by downloading our brochure, and visit our booth at Field Service Fall 2018 for a sneak peek.

Self Service 50

Self Service Culture Technology Strategy 50

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. This represents a 5.6 times growth year on year. Our Research.

Chatbots 40

Chatbots Self Service Touchpoint Interaction 40

Verint

DECEMBER 19, 2017

Attendees learned how to proactively engage their communities to solve their issues before they become complaints, as well as raise awareness of social care channels and facilitate self-service, facilitate peer-to-peer service, identify customers and potential issues on social networks and online communities, and learn when it’s appropriate to engage (..)

Self Service 37

Self Service Competitive Advantage Lifetime Customer Customer Care 37

Alliance by IFS

JULY 27, 2018

A new Customer Portal and Customer Mobile app enables more customer self-service and transparency, and new Mobile Manager Workbench gives your managers and supervisors a mobile office. Learn more by downloading our brochure, and visit our booth at Field Service Fall 2018 for a sneak peek.

Self Service 50

Self Service Culture Technology Strategy 50

Alliance by IFS

SEPTEMBER 7, 2018

How the Top Performing Field Service Organizations Address Today’s Challenges”. Astea International partnered with Strategies for Growth to bring you the results from a survey of nearly 500 field service companies from around the globe. Register for this upcoming webinar to access all the latest findings! Register Here. Register Now.

Customer Satisfaction 78

Customer Satisfaction Strategy Industry Survey 78

Verint

JANUARY 17, 2018

I also suggested a four-part automation innovation strategy framework to consider as part of your 2018 automation strategy planning. The implementation of Jenn not only helped increase customer engagement—it also reduced contact center call volume. How will you take advantage of all the opportunities that automation and AI offer?

Self Service 36

Self Service Innovation Airlines Competitive Advantage 36

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. Author: Olivier Njamfa Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

Second to None

APRIL 11, 2018

Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers. Check out the following five trends in the Customer Experience world, curated by Dom Nicastro for CMSWire.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

COPC

SEPTEMBER 9, 2019

Our AI customer service is linked to more than 420 products from the seven major departments of Ant Financial, including payments, insurance services, MYbank, international services, Zhima credit, etc. By the middle of 2018, the average daily volume of self-service was 4.84

Financial 40

Financial Self Service Customer Satisfaction Innovation 40

COPC

AUGUST 21, 2019

recently completed three years of research into the experience of banking customers which revealed that the service journey customers are experiencing could be improved to achieve higher levels of customer satisfaction and loyalty. Anticipate future customer issues. The three, exclusive COPC Inc.

Banking 45

Banking Self Service Chatbots Customer Satisfaction 45