ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

CSM Magazine

FEBRUARY 6, 2019

As Dino Forte, CEO, Ventrica , insists, if companies truly want to release the strategic CX objective, it is time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance. But that model has little place in the customer centric market of 2019.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

Bold360

FEBRUARY 27, 2019

Everywhere, agents are working frantically to hit target metrics for response and resolution time, fielding one call after another as fast as possible. It’s much more rewarding work for agents, with the potential to transform customer service from a job into a career. The post Will 2019 be the Year of the Human?

Self Service 40

Self Service Chatbots Fashion Metrics 40

Oracle

OCTOBER 6, 2019

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to discuss what indicators they monitor to understand what their customers are responding to and how satisfied customers are with their experience. How many people are getting through the self-service funnel?

Net Promoter Score 54

Net Promoter Score Self Service Measurement Video 54

Eptica

OCTOBER 2, 2019

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019. On average they use email for 27% of these interactions, followed by web self-service, telephone and social media (17% each), with contacts made through chat and chatbots standing at 11%.

Self Service 76

Self Service Knowledge Base Insurance Social Media 76

PeopleMetrics

JUNE 26, 2019

This past month I attended Forrester’s CXNYC 2019 conference to experience firsthand the advancements being made in the CX market (as well as to showcase our own advancements at PeopleMetrics ). Stop: forcing customers into digital self-service (chat bots, kiosks, etc.) Do it for me – This is no longer the age of self service.

Chatbots 115

Chatbots Self Service Net Promoter Score CEM 115

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

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.” Knowledge and Insight. Resource Management.

Self Service 74

Self Service Customer Service Customers Connections 74

Eptica

OCTOBER 16, 2018

Measuring productivity Through Eptica you can see exactly what is happening in real-time within your contact center, enabling you to track baseline metrics such as the number of messages responded to by agents and average handling time (AHT) at an overall, channel, team and individual level. How CX is central to Digital Transformation.

Report 68

Report Self Service Average Handle Time Contact Center 68

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. New metrics are also needed. Shoddy self-service. Enhancing customer retention in the telecom industry.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

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. You might also be interested in these posts: Taking stock of customer service in 2019. Share this page on: Tweet.

Customer Service 63

Customer Service Self Service Effort Score Consumers 63

Elevio

OCTOBER 9, 2018

I was surprised by how quickly users adopt self service. When you look at our metrics, you can tell the exact day that Elevio went live, because article views start trending upwards and contacts to support trend downwards.”. . Knocking it out of the park in 2019. We love Hub,” she added. See Elevio in action.

Sports 69

Sports Self Service Trends Feedback 69

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. Published on: August 07, 2019. These often just provide a headline metric, such as an NPS score without the context behind it or the ability to drive changes.

Customer Success 66

Customer Success Net Promoter Score e-support Self Service 66

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 56

Chatbots Self Service Contact Center User Experience 56

Bold360

JANUARY 10, 2019

So here we are, 2019. I’ve already provided my overall predictions around AI in 2019 , but another area I think we’ll see a dramatic shift away from the status quo is in how customer service teams work overall and, fundamentally, how they approach and grow in their careers. Agents will be better prepared.

Chatbots 49

Chatbots Customer Service Self Service Average Handle Time 49

Help Scout

FEBRUARY 5, 2019

Sometimes your goal is to push a more self-service path so customers can find answers faster. If you created a Beacon before Jan 29, 2019, it will default to Neutral mode. New Beacons now default to Self Service mode. Self Service is definitely the way to go if you’d like to increase your self-service answer rate.

Self Service 40

Self Service Guidelines Report Feedback 40

Help Scout

DECEMBER 29, 2018

Are they comfortable using self-service tools? Can they answer their own questions easily using self service tools? If you’ve thought carefully about which customer service metrics you use and why , talk to the help desk provider about how they can help you get those results with their tool.

Software 40

Software Self Service Tools Comparison 40

Playvox

JANUARY 13, 2022

Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules. Zendesk has long been a help desk powerhouse, and now they’re taking a significant share of the customer service software market.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

CSM Magazine

JUNE 20, 2019

This enables customers to find answers themselves and support agents to assist customers with ease and greater relevance, driving up customer satisfaction and reducing service and support costs.The organization was recently named a leader in The Forrester Wave™: Cognitive Search, Q2 2019. 75% Improvement in Average Handling Time.

Technology 40

Technology Self Service Average Handle Time Contact Center 40

Think Customers

FEBRUARY 11, 2020

TSF: One of the simple and most logical ones was mobile optimization for our self-service websites. We never had a mobile-optimized website for our customer service. We never had a mobile-optimized website for our customer service. This year [2019] we, for the first time, insourced a small portion of our team.

Customer Care 52

Customer Care Self Service Contact Center B2C 52

Magellan Solutions

AUGUST 10, 2021

Let’s take a look at some ways that call center Philippines can help you globalize your products and services: BPO Manila Philippines Offers Self-Service to Your Global Customers. So, they made some adjustments on how they can make call center center services more convenient for their clients.

Consumers 52

Consumers Call Center Self Service Feedback 52

Eptica

DECEMBER 12, 2018

AI is vital to enable effective chatbots , intelligent self-service , and customer insight as well as helping agents gain a better understanding of what customers are asking for in digital conversations. The importance of trust to customer experience in 2019. Share this page on: Tweet. Can your customers trust you?

Self Service 65

Self Service Culture Study Chatbots 65

ChurnZero

OCTOBER 11, 2019

In order to be pushing towards these goals you will want to diligently track your progress against these metrics throughout the quarter. . They might renew automatically, via self-service, or by manually singing a new contract. Wednesday, October 16, 2019 2:00 – 3:00 PM EDT. Know Your Accounts’ Budgeting Timeline.

Customer Journeys 66

Customer Journeys Effort Score Self Service Touchpoint 66

ChurnZero

OCTOBER 4, 2019

Bloomfire allows teams to improve productivity and customer centricity by creating a self-service knowledge base. All metrics are moving in the right direction: retention has increased, CSAT scores have improved, and we are better able to identify upsell opportunities. Q: What characteristics do you look for when hiring CSMs?

Customer Success 40

Customer Success Self Service Effort Score Customers 40

Gainsight

JANUARY 12, 2021

As a result, the customers we work with tend to be aspirational, a self-service, scrappy group. Nick: Adobe has a very metrics oriented culture. Webinars : In 2019, we hosted one webinar for customers, and in 2020 we hosted twenty-six. Nick: Makes sense. Marissa: You’re so right!

e-support 59

e-support Self Service Meeting Customer Success 59

BlueOcean

MARCH 31, 2021

Backed up orders, ticket back logs, and overwhelmed websites will all lead consumers to their phones, whether it’s to make a direct phone call or to scroll through self-service options. But it also made an impact on customer behavior, particularly with self-service customer care.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Tony: Self Service, we would switch to that. No worries! Here’s the archived version.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Alliance by IFS

MAY 28, 2019

Aberdeen’s State of Service report found only 27% of service companies felt fully satisfied with their ability to use customer data. To deliver better service as well as improve growth metrics, field service businesses need to more effectively collect, analyze, and act on service lifecycle data.

Company 17

Company Management Self Service Study 17

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

Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Published on: April 25, 2019. Demonstrating this growth, 2019 sees industry association the CCMA celebrate a quarter century of success , supporting the sector as it has grown dramatically.

Contact Center 75

Contact Center Self Service Net Promoter Score First Call Resolution 75

ChurnZero

MAY 17, 2019

Q: Can you comment on how to structure a billable Customer Success model for lower revenue self-service clients versus high revenue, high-touch clients? How to Keep the Revenue Your Company Worked So Hard to Earn Wednesday, June 19, 2019 2:00 – 3:00 PM EDT. Speaker: Kia Puhm, Founder & CEO, DesiredPath Inc.

Customer Success 64

Customer Success ROI Sales Groups 64

West Monroe

FEBRUARY 8, 2019

Happy 2019! As customer experience (CX) professionals, 2019 is a critical year to demonstrate and articulate the tangible benefits and value of CX in our organizations. 2019 will be the ”show me” year for CX executives. 2019: The “Show Me” Year. New Year, New CX?

Trends 45

Trends Self Service Employee Experience Metrics 45

Comm100

NOVEMBER 13, 2022

83% of customers now expect immediate engagement with someone when contacting a company, up from 78% in 2019. When asked how important an immediate response is for customer support, 90% rated an immediate response as “important or very important”. .” – Denny Michaud, Customer Relations Manager at Canadian Blood Services.

Chatbots 130

Chatbots Software Self Service Wait Times 130

TechSee

MARCH 7, 2019

In fact, Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. Building a better VEA. Team-based models. Gamification.

Self Service 104

Self Service Contact Center Gamification Video 104

CloudCherry

FEBRUARY 20, 2019

Finally, in 2019 receiving real-time notifications from detractors is table-stakes. Can you do it in real time without getting professional services involved? That’s the real test of self-service CX software. It’s reliant on expensive professional services . Are the improvements increasing revenue? By how much?

Strategy 273

Strategy CEM Analysis Self Service 273

TechSee

DECEMBER 28, 2020

Advanced remote support – powered by computer vision and augmented reality – can deliver automated remote support aided by predictive tools that make the customer’s life easier, as well as decision support tools and self-service deflection tactics that make the agent’s job simpler. Focus on CX and CX metrics.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

Eptica

OCTOBER 24, 2018

Author: Anne-Claire Bellec - Marketing Director Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self-service. The importance of trust to customer experience in 2019.

Self Service 113

Self Service Customer Service Net Promoter Score Knowledge Base 113