Kustomer

DECEMBER 29, 2020

I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we faced in 2020.

Self Service 105

Self Service CRM Consumers Chatbots 105

CX Accelerator

MAY 25, 2022

This may be self-service, in-person, phone, email, chat, social media or text message. Jenny began her call center customer service journey on the front lines back in 2005. In 2012, she co-founded the blog, CustomerServiceLife.com. Back to CX Accelerator Blog You may use some or all of them.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

Uniphore

AUGUST 6, 2021

Few events have tested the modern contact center—and exposed its shortcomings—like the 2020 pandemic. While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. The New Normal.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

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. Published on: January 09, 2020. We’ve looked through all of our posts from last year and have picked a top 10 to start off 2020. Avoid these Five CX Leadership Traps!

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. Published on: October 30, 2020. You might also be interested in these posts: Self-service and its importance to greater customer satisfaction.

CRM 117

CRM System Self Service Customer Service 117

UJET

NOVEMBER 18, 2019

In 2020, we will see messaging (SMS and Chat) overtake voice as the most popular support channel, especially on omnichannel platforms that can channel steer between various curated paths. The post Customer Support Trends and Predictions for 2020 appeared first on Customer Experience Blog by UJET.

Trends 78

Trends Self Service Contact Center Chatbots 78

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Intelligent Routing to Self-Service.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

Eptica

NOVEMBER 27, 2020

Date: Friday, November 27, 2020 Author: Pauline Ashenden - Demand Generation Manager How do you create super-agents in your organisation? Published on: November 27, 2020. How can organisations find and nurture the ‘super agents’ required to deliver this more involved, empathetic level of customer service?

Self Service 63

Self Service Measurement Meeting Interaction 63

Eptica

JANUARY 8, 2021

Author: Pauline Ashenden - Demand Generation Manager In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. Why creating empathy in your customer service is so hard.

Self Service 85

Self Service Trends Video Consumers 85

Uniphore

AUGUST 12, 2021

Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline. By 2023, customers will prefer to begin 70% of self-service requests with conversational voice interactions. The same holds true in the contact center. It’s also the wave of the future. View Webinar.

User Experience 246

User Experience Virtual Agent Self Service Contact Center 246

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. First, Sign Up for the Webinar: November 19, 2020. Agara’s mission is to drive better customer experiences, and act as a platform that offers credible and robust self-service over. Read the rest here. »

Self Service 78

Self Service Customer Service Banking Financial 78

Blake Morgan

OCTOBER 27, 2022

70% of B2B decision-makers are willing to make new purchases over $50,000 through self-service or online channels. Virtually every B2B buyer wants at least some aspect of self-service in the buying process, which is a considerable shift from the traditional B2B sales model. McKinsey ). McKinsey ). McKinsey ).

B2B 105

B2B Self Service Competitive Advantage B2C 105

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Intelligent Contact Routing to Self-Service.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

NICE inContact

OCTOBER 18, 2019

Further evaluated on key capabilities and multiple contact centre use cases for product and service robustness, NICE inContact (CXone) received the highest scores in 4 out of 5 use cases in 2019 Gartner’s Critical Capabilities for Contact Centre as a Service.

Contact Center 120

Contact Center Self Service Omni-Channel CRM 120

Lumoa

SEPTEMBER 30, 2022

This represents great news for banks as consumers are also more willing to use apps from (and share personal data with) their financial service providers. Modern consumers are also extremely self-sufficient. So much so, that 4 out of 5 customers expect to see more self-service options from financial institutions.

Banking 236

Banking Customer Experience Self Service Financial 236

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). To help get you on this path, here are three core applications of AI that are gaining traction in 2020. 24/7 Self-service.

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Innovation Self Service Customer Journeys Contact Center 78

Circular Edge

NOVEMBER 9, 2020

PS – Check out CE’s InFocus Recap Blog for More Highlights including 9.2 There are several other enhancements to look forward to in the areas of UX improvements, Orchestrator improvements (enough to be its own blog!), Cerberus : Self Service Password Reset Tool for JDE. Manager, Technology Services.

Self Service 52

Self Service Resources System Tools 52

Eptica

MARCH 20, 2020

Date: Friday, March 20, 2020 Author: Pauline Ashenden - Marketing Manager The importance of video connectivity in today’s crisis. Published on: March 20, 2020. You might also be interested in these posts: How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service.

Video 72

Video Connections Self Service Culture 72

Bold360

JANUARY 15, 2020

To help narrow the field of possibilities, we sat down with someone who has a finger on the pulse of our customers and what they are looking to achieve in 2020, for episode 11 of CXNext Live. We think 2020 is going to be a huge year for CX technology. 3. Differentiate your CX with the latest technology.

Chatbots 52

Chatbots Self Service Case Study Engagement 52

Kustomer

FEBRUARY 25, 2021

Delving deeper into this topic, 70% of adults said valuing their time is the most important thing a company can do to provide them with good online customer service. Examples of these channels include: Web or mobile self-service. There’s a “need for a more empathetic service experience,” analysts write. Learn more.

Self Service 75

Self Service Customer Service Chatbots Guidelines 75

Eptica

APRIL 28, 2020

Date: Tuesday, April 28, 2020 Author: Manuela Pifani, CXellence Consulting Turning the COVID-19 crisis into an opportunity. Published on: April 28, 2020. What will customer self-service look like in 2025? The importance of listening to customers during COVID-19.

Self Service 79

Self Service Consulting Customer Centricity Trends 79

Bold360

APRIL 15, 2021

Looking back, it’s clear that FSIs that had invested in digital (service) transformation prior to the pandemic tended to outperform their more flat-footed rivals. Even before the pandemic, customers preferred the convenience of digital-first service provision. Give customers (self-service) options. The post What Now?

Self Service 52

Self Service Customer Engagement Engagement Knowledge Base 52

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. More Blogs Menu. Key 2020 Trends: Cloud Contact Centers.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. Provide enhanced self-service options. It has forced businesses to rethink their processes, strategies, and goals. To help contact centers provide that, here are three ways to rethink digital CX. Make it easy to do business online.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

Bold360

AUGUST 24, 2020

Pre-COVID-19: Enabling Self-Service to Provide 24/7 Customer Engagement. Once Filters Fast implemented Bold360, it also discovered that it could leverage insights gained from its bot to improve its internal processes around service, content creation, employee training, and more. “We

Call Center 52

Call Center Chatbots Self Service Social Media 52

Bold360

NOVEMBER 18, 2019

Many organizations are in the throes of their 2020 planning process, considering what their goals are for next year and where should they prioritize efforts. As you think about 2020 and beyond, consider these three areas where you can leverage AI across your customer’s journey. The post CXNext Live: Planning for 2020?

Customer Journeys 40

Customer Journeys Self Service Contact Center Hotels 40

SaleMove

MAY 14, 2021

In response to consumer demand, Decision Research reports that in 2020 many P&C insurers “improved customer service areas such as self-service portals for policyholders, designed more user-friendly websites and apps, and optimized their call centers to manage additional doubts and concerns from policyholders.”.

Insurance 52

Insurance Self Service Contact Center Call Center 52

Calabrio

DECEMBER 18, 2020

This was the final blog of our three-part series. To review, the rapid proliferation of new technologies, growing customer expectations and the rise of self-service options is forcing contact centers to rethink both technology and their talent. Johnny Nash passed away of natural causes at age 80 in October 2020.

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Contact Center Leadership Self Service Analytics 162

Forcivity Salesforce

APRIL 1, 2022

Better self-service options & more functionality across digital channels. Back in 2016, Forrester surveyed customers and found that a majority will turn to self-service options long before they turn to a human element. Today’s consumer prefers to rely on digital tools for service and communication.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

Bold360

SEPTEMBER 23, 2020

Luckily Advia already had the self-service digital tools in place to handle COVID-19 volumes. Members who want to use self-service can do so easily and without friction, freeing our agents up to interact with members who want to connect with a human.”. This post was first published in American Banker , August 2020.

Self Service 52

Self Service Knowledge Base Call Center Financial 52

Kustomer

JUNE 30, 2022

In this blog, we’ll examine the difference between reactionary and proactive support styles and walk through five of our favorite proactive customer support examples from major brands like Airbnb and Netflix. In fact, the customer satisfaction rate for brands using live chat to communicate with customers in 2020 was an incredible 85.6%.

Examples 95

Examples Self Service e-support Chatbots 95

Eptica

APRIL 30, 2020

Date: Thursday, April 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Caring for your customers during COVID-19. Published on: April 30, 2020. Consumers understand this, but still need access to information 24x7.

Self Service 74

Self Service Net Promoter Score Trends Leadership 74

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. More Blogs Menu.

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

Calabrio

DECEMBER 18, 2020

This was the final blog of our three-part series. To review, the rapid proliferation of new technologies, growing customer expectations and the rise of self-service options is forcing contact centers to rethink both technology and their talent. Johnny Nash passed away of natural causes at age 80 in October 2020.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

Lumoa

FEBRUARY 14, 2024

Try not to prolong interactions or resolution times by providing extra services. In 2020, Zendesk’s Customer Experience Trends found that 69% of consumers attempt to solve issues on their own. Automated services like chatbots allow customers to schedule their own self-service appointments.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Wootric CX Blog

JUNE 19, 2019

Empowering Self-Service. Research indicates that by 2020, consumers will manage 85 percent of their relationships with a company without interacting with a human being. Thus, it is safe to assume that customer demand for self-service is also going to increase, isn’t it? Fortunately, AI can help.

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Self Service Customer Experience Chatbots Poor Customer Service 82

Team HGS

DECEMBER 19, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. Over the course of the past year, we’ve dedicated a blog post to each of these CX game changers. The last topic in our blog series on the 2017 trends is digital assistance using voice search functionality.

Trends 52

Trends Self Service Effort Score Social Media 52