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. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018.

Contact Center 106

Contact Center Report Customer Journeys Customer Centricity 106

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

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 65

Self Service Customer Experience Multi-Channel Call Center 65

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

Eptica

DECEMBER 11, 2019

For example, the average cost of an inbound call is £4.53, 16% more than an email, 34% more than web chat and 42% more than a social media interaction. on average in 2018 to £3.89 this year and social media has risen from £3.07 Of course, simply offering web self-service is just the start.

Self Service 75

Self Service Customer Service Social Media NPS 75

Lithium

JULY 13, 2022

In 2018 during the Lithium and Spredfast merger, the idea of centralization was first envisioned to change the way brands and customers interact. Customers can connect with one another around your brand, increase their sentiment, and reduce your care agent's call volume by providing self-service answers to support questions.

Conference 52

Conference Self Service Social Media Contact Center 52

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? Voice and digital, inbound and outbound, agent assisted and self-service. The best contact center solution is not worth a penny if it’s not up and running.

Contact Center 186

Contact Center System Self Service Omni-Channel 186

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. customer exhibitors at MWC 2018: Verto Analytics. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. Whether via social media, websites, or online communities, companies can gather a massive amount of digital data on their customers. customer exhibitors at MWC 2018: Verto Analytics. 360-degree view of your customer.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Eptica

JANUARY 31, 2018

Date: Wednesday, January 31, 2018 The Year of Humanity: Putting the customer first in 2018. Published on: January 31, 2018. While technology such as self-service can provide answers to a huge range of routine consumer queries, there are times when consumers want to speak to another human.

Self Service 55

Self Service Knowledge Base Chatbots Social Media 55

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

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. You will learn how to advance customer support through AI, self-service, social customer care, multichannel integration, automation, empowered agents and more.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

GetFeedback

MAY 9, 2018

In fact, it’s estimated that by the end of 2018, mobile purchases will represent 27% of all e-commerce purchases. Live chat is a great service to include on your mobile website. Mobile customers are usually looking for the quickest solution and live chat is literally hundreds of times quicker than social media or email.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

Eptica

OCTOBER 24, 2018

Date: Wednesday, October 24, 2018 Author: Anne-Claire Bellec - Marketing Director Creating the customer service agents of the future. Published on: October 24, 2018. The old divide between typers (handling emails and social media) and talkers (on the phone) needs to change to become more fluid and seamless.

Self Service 113

Self Service Customer Service Net Promoter Score Knowledge Base 113

Lithium

JUNE 11, 2019

In that brief moment of time, there were likely a dozen changes that hit the world of social media, causing you to change – in big ways or small – how you go about your day-to-day. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement How To 40

Lithium

JUNE 11, 2019

In that brief moment of time, there were likely a dozen changes that hit the world of social media, causing you to change – in big ways or small – how you go about your day-to-day. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement How To 40

Lithium

JUNE 11, 2019

In that brief moment of time, there were likely a dozen changes that hit the world of social media, causing you to change – in big ways or small – how you go about your day-to-day. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement How To 40

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

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 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

transcosmos Information Systems

MARCH 20, 2018

Here are the top five trends for customer care service that will take your business to greater heights in 2018 and beyond: 1. More and more customers are taking advantage of private messaging applications such as Facebook Messenger Customer Chat and Twitter DM to communicate with customer service teams. Self-service support.

Trends 76

Trends Customer Service Self Service e-support 76

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . Later on, Angie Corbett, Senior Manager for Digital Marketing – Social Media Outreach at GE Appliances, shared some useful tips on how to set up personal dashboards for Engagement Agents, which helps increase their awareness of the value of their work. That’s A Wrap! The post That’s A Wrap!

Self Service 40

Self Service Social Media Healthcare Conference 40

Bold360

MARCH 9, 2017

As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers. Self-Service for the Win.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Published on: May 16, 2018. They want a personalized service – and their expectations are continually growing. Consumers want fast, accurate answers – and they aren’t willing to wait.

Self Service 69

Self Service Customer Experience Chatbots CRM 69

CSM Magazine

JUNE 28, 2021

The icing on the cake for your customers is good customer service, which is why according to the 2018 State of Global Customer Service Report, 95% of respondents indicated that customer service is important to their choice of brand. Some people prefer social media.

Customer Service 52

Customer Service Self Service Tips Social Media 52

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. To find out the 2018 Eptica Knowledge Management Study asked consumers about how satisfied they were with the way brands were able to answer their questions, and how this impacted loyalty and engagement.

Self Service 55

Self Service Customer Experience Social Media Chatbots 55

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

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Published on: October 31, 2018. The good news is that technology can help deliver a more efficient service, while still delivering what citizens want. Share this page on: Tweet.

Self Service 66

Self Service Customer Experience Social Media Chatbots 66

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. A greater pivot towards self-service is the natural outcome.

Trends 173

Trends Customer Experience Self Service ROI 173

Stella Connect

SEPTEMBER 22, 2017

How to Achieve Excellence in Travel Customer Service in 2018. If the past is any indication, Q1 2018 will kick off a record-setting year. At the same time, travel customer service will be tested like never before. So how can you set yourself up for customer service success in Q1 2018 and throughout the year?

Travel 40

Travel Customer Service Contact Center Self Service 40

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. How does your organization view customer service?

Strategy 103

Strategy Self Service Knowledge Base Call Center 103

Avaya

NOVEMBER 15, 2018

This blog was first published May 31, 2018 on the C3i Solutions blog. Social Media, Chat & Self-Service Gaining Traction. Unsurprisingly, web-based channels like social media, chat and self-service have become increasingly popular ways for Millennials to contact brands for customer service.

Omni-Channel 54

Omni-Channel Self Service Social Media Survey 54

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. Eptica’s centralized knowledge base enables brands to deliver consistent, accurate and up to the minute information across multiple channels.

Report 68

Report Self Service Average Handle Time Contact Center 68

CSM Magazine

MARCH 13, 2022

Dixa is used by consumer-facing and digital-first brands to serve customers across multiple channels, touchpoints and experiences from a single screen including social media, chat, voice and messaging apps, enabling an outstanding experience for both customers and agents.

Self Service 52

Self Service Chatbots Knowledge Base Analytics 52

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. Published on: February 21, 2018. However, that doesn’t tell the complete story, because of the public nature of social media, failing to respond quickly and/or effectively can cause enormous damage to brands and their reputations.

Tips 55

Tips Customer Service Social Media Self Service 55

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Published on: March 14, 2018. Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. Share this page on: Tweet.

Banking 49

Banking Self Service Customer Experience Effort Score 49

Kustomer

FEBRUARY 4, 2020

Self-Service Becomes an Expected Approach. Gartner studies say that only 9% of customers report solving their issues completely via self-service. You might be familiar with social media playing a role in customer service, but in 2020 expect that trend to get much bigger. SocialService Becomes a Must.

Trends 59

Trends Self Service Customer Service Omni-Channel 59