Upstream Works

DECEMBER 16, 2020

Part of that language is the expectation for digital self-service options, like AI-powered chat bots. Digital customers use and expect multichannel engagement for customer service. The real payoff occurs when all these channels are digital, and data can be captured across the entire interaction on any channel.

Customer Journeys 78

Customer Journeys Chatbots Self Service Contact Center 78

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. Jacada's Call Center Life: 2021 Edition.

Call Center 219

Call Center Self Service Social Media Contact Center 219

Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Published on: October 22, 2021. Read the full article on our parent company Enghouse Interactive’s site.

Self Service 103

Self Service Customer Service Customers Industry 103

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 111

Contact Center Self Service Banking Airlines 111

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Customer Journeys 93

Customer Journeys Touchpoint Self Service Customers 93

Eptica

JANUARY 8, 2021

Date: Friday, January 8, 2021 Author: Pauline Ashenden - Demand Generation Manager Practical ways to reduce hidden contact centre costs. Published on: January 08, 2021. Click here to read the full post on our parent company Enghouse Interactive’s site. Why creating empathy in your customer service is so hard.

Self Service 85

Self Service Trends Video Consumers 85

Blake Morgan

OCTOBER 27, 2022

B2B buyers have seen the convenience of mobile ordering in their personal lives and business interactions. 70% of B2B decision-makers are willing to make new purchases over $50,000 through self-service or online channels. 100% of buyers want self-serve options for at least part of the buying process, up 13% from 2021.

B2B 105

B2B Self Service Competitive Advantage B2C 105

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Customer Journeys 73

Customer Journeys Touchpoint Self Service Customers 73

Uniphore

JANUARY 21, 2022

Automating authentication prompts—and transcribing member responses—can improve accuracy and reduce process redundancies, like having to repeat the same information when transferring from self-service to a live representative. Source: HealthPayerIntelligence, September 2021. That’s a serious improvement. Want to learn more?

Healthcare 147

Healthcare Net Promoter Score Call Flow Self Service 147

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Customer Journeys 62

Customer Journeys Touchpoint Self Service Customers 62

Lithium

NOVEMBER 2, 2021

With this year's Autumn Innovation Release , we’ve made it more painless than ever to build AI-powered chatbots, connect with your peers, create simple and secure interactions, and ultimately build trust with your customers and prospects. Some blog areas are limited to Khoros customers only. Available On-demand.

Self Service 52

Self Service Chatbots ROI Innovation 52

Uniphore

JUNE 16, 2021

While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all. of interactions involve some form of diagnosis — a time-consuming process without the right tools.

NPS 147

NPS Net Promoter Score Contact Center Self Service 147

InMoment XI

JANUARY 9, 2024

B2B customer experience can refer to the interactions and overall relationship between a business and its business customers. It may also refer to a digital benchmark: your customers’ interactions on your website, mobile app, or software dashboard. What is B2B Customer Experience? Why is B2B CX Important? Customer relationships.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. August 9, 2021. Call center success depends on many different factors, but one of the first things to consider is who the contact center agents are and whether or not they know how to interact with customers. Call centers need a good CRM as well as interoperable tools that facilitate easy customer interactions.

Call Center 52

Call Center Self Service First Call Resolution Contact Center 52

ViiBE Blog

JULY 15, 2021

ViiBE Blog. July 15, 2021. In customer interactions, people expect quality customer service in addition to concise and clear answers to their questions. But regardless of the complexity of the situation, the customer expects to have a resolution at the end of the interaction. . 26 August 2021. Kelly Dell.

Call Center 52

Call Center Self Service e-support Insurance 52

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. August 25, 2021. A similar term, customer experience (CX), is a combination of customer perceptions, observations, interactions, and thoughts on how their expectations towards the organization and its services were met. 26 August 2021. 25 August 2021. 24 August 2021. 23 August 2021.

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score Effort Score 98

Kustomer

DECEMBER 29, 2020

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. It’s therefore important to consider new, digital-first service options for 2021 and beyond. The result?

Self Service 105

Self Service CRM Consumers Chatbots 105

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

GetFeedback

APRIL 3, 2019

We also are using GetFeedback to collect insight to the Service Experience; we’ve been running this program for a few months now. It allows us to recover any poor customer service interactions and it helps us identify why customers are calling us to improve that situation. . What made YETI choose GetFeedback?

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

Inbenta

NOVEMBER 3, 2022

In the age of digital customer experience, customers expect fast and convenient interactions. Million in 2021 and is projected to reach USD 943.64 In this blog post, we’ll explore the key benefits and use cases of healthcare chatbots and why healthcare companies should invest in chatbots right away.

Healthcare 96

Healthcare Chatbots Self Service Hospitality 96

ViiBE Blog

AUGUST 17, 2021

ViiBE Blog. August 17, 2021. CEM takes data from all customer interactions and analyzes it in order to design the perfect customer service system that will not only meet, but also exceed their customer expectations, thus increasing customer satisfaction, brand loyalty, and overall business performance. 26 August 2021.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

ViiBE Blog

SEPTEMBER 29, 2023

ViiBE Blog Best strategies for customer self-service Anna Gorina September 29, 2023 Share this article Contents Share this article Contents The moments when customers will reach out to your support are inevitable. That is why self-service was invented. What is customer self-service?

Self Service 52

Self Service Strategy Video Knowledge Base 52

Circular Edge

APRIL 23, 2021

Continuing the theme of illustrating digital resilience & success , CE sessions featured customers who are adopting next-gen RPA & transforming their businesses to overcome challenges & increasing digital demands as well as product & service innovations. CE’s Deepak Sharma, Sr. InvestingInDigitalSuccess.

Resources 52

Resources Self Service Case Study Innovation 52

Magellan Solutions

JULY 29, 2021

Since conference attendance and networking events are likely to be significantly reduced in 2021 as long as there are COVID-19 health risks, AI-driven sales support and lead nurturing are a must-have. Through friendly interactions, your virtual agent can ensure that your live agents speak with the most qualified leads.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. According to a 2021 report, 50% of customers rank digital communications as a high priority (but only 17% of insurers use them). Policyholders are in control. Use: Receive claims, update policyholders.

Insurance 52

Insurance Chatbots Customer Journeys Case Study 52

TechSee

JUNE 25, 2019

Forward-thinking companies are increasingly turning to AI-powered customer service solutions to optimize CX and to streamline their back-office operations. AI customer service technologies have given rise to a wide range of customer-facing platforms, all of which help companies provide a level of service beyond human capacity.

Technology 122

Technology Customer Service Contact Center Gamification 122

Kayako

SEPTEMBER 28, 2022

According to Chris Ward of MyCustomer, 32 percent of customer service agents said they lacked sufficient knowledge to solve customer issues, and 22 percent have experienced significant problems because the information they had access to was incorrect or conflicting. Are you ready to deliver Friction-Free Customer Service?

Technology 156

Technology Self Service Tips Customer Service 156

Avaya

FEBRUARY 7, 2017

So much so that 80% of companies identify digital transformation as their top strategic priority, and nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021 (compared to 13% currently). Overall, IDC expects spending on digital transformation to surpass $2 trillion by 2019.

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

SmartKarrot

MARCH 25, 2022

Owing to efficiency and increasing popularity, product-led growth became a buzzword in 2021. At the same time, we are also witnessing the trend where customers are no longer willing to interact with marketing campaigns or sales reps. Rather, they prefer interacting with and trying out the product directly.

Self Service 10

Self Service Tips Sales Customer Success 10

Kustomer

JUNE 7, 2023

Customer experience prioritizes the relationship with the customer, regardless of length of interaction, or past or prospective purchases. Think about the last really good or really bad experience you had when interacting with a brand. Context is key, and 2022 will be all about harnessing data to enrich customer interactions.

Trends 84

Trends Self Service Customer Experience e-support 84

SmartKarrot

SEPTEMBER 28, 2021

Well, if that is what you have been wondering off late, this blog will walk you through 6 such highly creative tips that will surely give wings to your after-hours customer support. Provide your customers a self-service knowledge base. Without any further ado, let us get started with the list. Table of Contents.

Self Service 10

Self Service Tips Knowledge Base Chatbots 10

transcosmos Information Systems

MAY 10, 2017

These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 billion by 2021, according to a 2017 study published by MarketsAndMarkets. What is Customer Self-Service? billion in 2016 to $9.38

Self Service 59

Self Service Knowledge Base Social Media Study 59

transcosmos Information Systems

MAY 10, 2017

These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 billion by 2021, according to a 2017 study published by MarketsAndMarkets. What is Customer Self-Service? billion in 2016 to $9.38

Self Service 48

Self Service Knowledge Base Social Media Study 48

ViiBE Blog

JULY 30, 2021

ViiBE Blog. July 30, 2021. This type of communication allows for a more intimate, emotional connection between the contact center agent and the customer, than the interaction established through a support center tackling multiple channels. Do they prefer phone calls and real-time agent-customer interaction?

Contact Center 52

Contact Center Self Service Call Center Transportation 52

CustomerSuccessBox

JULY 22, 2022

In addition to highlighting the critical touch points from the CX, SaaS, and customer success perspectives, this blog will concentrate on best practices to assist you in optimizing them so you can quickly realize all the benefits. The term “touchpoints” refers to a variety of customer interactions with a business.

Touchpoint 52

Touchpoint Self Service How To Customer Journeys 52

Pointillist

JUNE 7, 2021

As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand. To meet customer needs, companies are prioritizing digital transformation efforts and investments.

Measurement 71

Measurement Survey Customer Journeys Management 71

ViiBE Blog

AUGUST 11, 2021

ViiBE Blog. August 11, 2021. Like a call center, a contact center may use interactive voice response for the opening menu. Customer Relationship Management (CRM) software helps centralize the marketing, sales, and after-sales services related to products. 26 August 2021. 25 August 2021. 24 August 2021.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52