TechSee

DECEMBER 11, 2018

2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. Self-service: Self-service is slowly emerging as the holy grail of modern CX.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

TechSee

JUNE 10, 2021

Far more than simply being a tool to help your staff see what the customers see, Visual Assistance can guide the customer across many touchpoints, from onboarding, unboxing, setup, and troubleshooting to operational guidance, maintenance, and repair. Succeed with Self-service. Smart Scheduling with AI.

Self Service 207

Self Service Innovation Analytics Transportation 207

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Self Service 75

Self Service Customer Service Social Media NPS 75

TechSee

DECEMBER 31, 2019

However, many companies are still struggling to make the customer service experience as effortless as possible. As 2019 comes to a close, they must better prepare for the new decade and beyond. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020.

Trends 136

Trends Customer Service Self Service Contact Center 136

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. in the forecast period of 2019 to 2026.

Self Service 52

Self Service Software Marketing Customer Relationship Management 52

Lumoa

SEPTEMBER 30, 2022

Consumers have wholeheartedly embraced the transition to digital banks. It’s estimated that 61% of bank customers interact with their institution’s digital channels on a weekly basis. Having a hybrid synched system is the only way to ensure a great experience across all customer demographics. Real-Time Everything.

Banking 236

Banking Customer Experience Self Service Financial 236

Steve DiGioia

SEPTEMBER 30, 2019

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Others, sadly, haven’t a clue and chase away more customers than they help. Others, sadly, haven’t a clue and chase away more customers than they help.

Customer Service 222

Customer Service Self Service Customers Meeting 222

ShepHyken

APRIL 15, 2019

Each week I read a number of customer service and customer experience articles from various resources. 6 Customer Service Pitfalls and How to Avoid Them by Sam Del Rowe. My Comment: This article is an interpretation of a Forrester report focused on customer service and customer experience.

Customer Service 88

Customer Service Self Service Chatbots Retail 88

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. 79% of consumers that lose trust will leave a brand – with 49% doing it immediately.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

NICE inContact

OCTOBER 17, 2019

Consumers value choice. Whether it’s candle fragrances, ice cream flavors, or shoe colors, businesses have to cater to their customers’ demands for options. Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots.

Self Service 121

Self Service Contact Center Social Media Chatbots 121

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. Being customer-centric means meeting customers how and where they want to be met. However, customers don’t quite agree.

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. It enhances all customer service KPIs, including those measuring contact center productivity and CX quality. FCR improved by 22%.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Kustomer

JUNE 8, 2021

In a study conducted by The Global Consumer , more than one-third of global consumers purchased products online at least once per week. This means it’s more crucial than ever to focus on the e-commerce customer service experience. retailers alone in Q2 of 2020 was 44% higher than the same period in 2019.

Customer Service 105

Customer Service e-support Self Service Omni-Channel 105

Eptica

APRIL 8, 2020

Date: Wednesday, April 8, 2020 Author: Pauline Ashenden - Marketing Manager The state of UK customer service 2020 - struggling to improve. Author: Pauline Ashenden - Marketing Manager Digital channels are now a vital part of the customer relationship, across every sector. Published on: April 08, 2020.

Self Service 79

Self Service Customer Service Social Media Study 79

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. It’s added a great deal of complexities to the service process as well as to organizations’ relationships with their customers.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Four reasons why email is on the rise Despite the growth of new channels, research from Forrester demonstrates that email is still central to how consumers communicate with brands. Share this page on: Tweet.

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019.

Trends 88

Trends Customer Experience Social Media Self Service 88

NICE inContact

MAY 8, 2019

Specifically, how do your customers feel about your customer service? Are you being realistic about whether your customer service really satisfies your customers? Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? And what about your company?

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

TechSee

JANUARY 28, 2020

Black Friday is a day that retailers wait for all year, and 2019 was no different. Consumers also found their way into brick-and-mortar locations much more often, with many having opted to buy online and pick up in-store (BOPIS). Translation: a $20 billion black hole that made a huge dent in 2019 Black Friday and Cyber Monday revenue.

Retail 136

Retail Self Service Wireless Consumers 136

Eptica

JANUARY 15, 2020

Date: Wednesday, January 15, 2020 Author: Steve Nattress 4 ways to differentiate with superior email customer service. Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues. Published on: January 15, 2020. Here are four key areas of focus: 1.

Customer Service 99

Customer Service Self Service Knowledge Base Analysis 99

UJET

DECEMBER 10, 2020

And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. And you can leverage Virtual Agents’ artificial intelligence (AI) to level up your customer experience in a big way. Because, let’s face it, sometimes customers just want to talk to another human.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. And you can leverage Virtual Agents’ artificial intelligence (AI) to level up your customer experience in a big way. Because, let’s face it, sometimes customers just want to talk to another human.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

Eptica

AUGUST 29, 2019

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. Published on: August 29, 2019. That’s one of the key reasons why National Customer Service Week (NCSW) is celebrated every year in October.

Self Service 67

Self Service Brands Customer Service Consumers 67

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Having attended both the UK shows, it’s great to see that the CX profession seems very positive and keen to invest and improve the service that it delivers.

Conference 76

Conference Self Service Fashion Ecommerce 76

ClientSuccess

JULY 23, 2019

Over the past several years, boosting the customer service experience has caught and held businesses’ attention—and rightfully so. After all, good customer service is the deciding factor in sales growth. The following lists the top five innovations in customer service those winning brands are adopting.

Self Service 40

Self Service Trends Customer Service Social Media 40

NICE inContact

OCTOBER 2, 2019

This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Whirlpool will reveal what consumers are craving – easy to understand smart features that are a practical, efficient addition to their everyday household tasks. Smart Home Startups to See at CES 2019.

Innovation 174

Innovation Entertainment Knowledge Base Technology 174

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.” Getting Customers Connected.

Self Service 74

Self Service Customer Service Customers Connections 74

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. Intelligent self-service. Talkdesk has an overall peer rating of 4.6

Report 66

Report Self Service Customer Service Contact Center 66

Eptica

MAY 15, 2019

Date: Wednesday, May 15, 2019 Author: Pauline Ashenden - Marketing Manager Which sectors do consumers trust most for CX? Published on: May 15, 2019. Author: Pauline Ashenden - Marketing Manager If you don’t build consumer trust in your brand, you risk undermining customer loyalty and damaging sales revenue.

Consumers 66

Consumers Automotive Insurance Self Service 66

Eptica

DECEMBER 18, 2019

Date: Wednesday, December 18, 2019 Author: Pauline Ashenden - Marketing Manager 4 Christmas customer service lessons from Santa. Published on: December 18, 2019. At the same time, it is the busiest time of year for many customer service teams as they work non-stop to respond to consumer queries.

Customer Service 63

Customer Service Self Service Effort Score Consumers 63

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77

Alliance by IFS

OCTOBER 1, 2019

“The Humanity of Service” – Astea International APAC’s Roundtable at Field Service Sit-Down 2019. Steve Scott and Ben Hartman will jointly keynote the roundtable discussions on why employee satisfaction and customer experience are key factors for a seamless service execution. Are Your Technicians Tech-Savvy?

Self Service 81

Self Service Conference Video Social Media 81

CSM Magazine

SEPTEMBER 18, 2019

And it is used daily all over the world to symbolise the shift towards a consumer focused, digital economy, where the dynamics between consumer and provider is equitable, transparent and fair. This Uberization effect has come to all services; where the customer comes first and real-time messaging is key.

Self Service 74

Self Service Retail Communication Consumers 74

TechSee

OCTOBER 31, 2018

Telecoms have turned to virtual assistants to help contend with the massive number of support requests for installation, set up, troubleshooting and maintenance, which often overwhelm customer support centers. Using AI, telecoms can implement self-service capabilities that instruct customers how to install and operate their own devices.

Industry 100

Industry Telecommunications Trends Self Service 100

ShepHyken

DECEMBER 9, 2022

He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before. This seems obvious but let’s look at a financial services use case: .

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123