TechSee

DECEMBER 11, 2018

To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. However, aside from short term ROI, improving your call center customer experience strategy requires careful consideration for the long term as well. Aligning business objectives with contact center performance.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

TechSee

JUNE 9, 2022

Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 per contact compared to live channels which cost an average of $8.01 per contact. No Vision, No AI, No Service.

Omni-Channel 145

Omni-Channel Self Service Customer Experience How To 145

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

Integrity Solutions

JULY 28, 2022

The term “call centers” is quickly become a relic of the past, and for good reason. Customer service today is based on far from just taking inbound calls; it’s now omnichannel. The State of Contact Center Conversation Intelligence 2022 report by Observe.AI But that’s the problem.

Contact Center 52

Contact Center Self Service Customer Satisfaction Metrics 52

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

Contact Center 84

Contact Center Self Service Contact Center Software B2C 84

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

NICE inContact

JUNE 28, 2019

The bottom line is that positive emotional connections keep customers coming back. Let’s dig a little deeper into the connection between customer experience and loyalty to find out what brands can do to inspire emotional connections. There exists a connection between customer experience and Maslow’s hierarchy of needs.

Self Service 168

Self Service Contact Center Entertainment Call Center 168

TechSee

FEBRUARY 9, 2020

Offering fast, intuitive guidance for a wide range of issues – from device self-installation and troubleshooting to document capture and billing advice – remote video support technology allow contact center agents to see exactly what the customer sees. Is the solution designed for contact centers?

Video 124

Video Self Service Contact Center Knowledge Base 124

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? This technology is a component that takes calls and assigns them to the appropriate agent.

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

NOVEMBER 20, 2023

Understanding Virtual Phone Systems: A New Era of Communication A dynamic virtual phone system operates seamlessly through internet connectivity, effectively handling both incoming and outgoing calls. Read more about the NobelBiz self-service IVR system here.

System 103

System Communication Contact Center Self Service 103

TechSee

OCTOBER 16, 2018

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Early adopters of smart home products tended to be DIY-ers or highly technical and were able to self-onboard with ease.

Self Service 138

Self Service Chatbots Video Wireless 138

Call Experts

MAY 2, 2019

Contact center protocols develop, manage, evaluate, and optimize your customer journey. Organizations are redefining their contact objectives. Contact centers focus on three main objectives to enhance the efficiencies in your business: Empower agents to develop meaningful connections. More Blogs Menu.

Contact Center 56

Contact Center Self Service Call Center Conference 56

Think Customers

NOVEMBER 22, 2023

CX leaders are grappling with the rapid rise of AI tools, the need to embrace digital while maintaining a human touch, growing associate burnout, and continual pressure to cut costs and demonstrate ROI wherever they can. But it makes sense for brands to prioritize ROI over KPIs, said Denby, speaking as part of a panel.

Self Service 52

Self Service Brands ROI Automotive 52

Comm100

JANUARY 11, 2023

In customer experience research sponsored by Amazon , we can see generational preferences in the customer service space emerge. Perhaps the most pronounced differences among generations came in attitudes toward digital self-service tools like chatbots. Lower service costs and substantial ROI. Self-service option.

Customer Service 218

Customer Service Self Service Chatbots Healthcare 218

NICE inContact

AUGUST 2, 2019

By priority, here are 5 key technologies for the future of digital customer service — both in line with technological developments and in terms of growing your business. Most customers expect a self-service option on websites, and they want speed combined with personalization. 1) Live Chat. Now, live chat is a necessity.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

Blake Morgan

OCTOBER 13, 2022

An impending recession has forced customers to evaluate their accounts and call the contact center. It plays a role in a company’s overall success, with 84% of companies that improve their CX reporting an increase in revenue, but is that connection strong enough for CX to survive a recession? Customers Need Contact Centers.

Customer Experience 59

Customer Experience Contact Center Self Service Customer Centricity 59

Cyara

FEBRUARY 20, 2024

Every organization understands the vital importance of enabling their customers to connect seamlessly. This results in lower operational costs, improved efficiencies, a greater return on investment (ROI) and enhanced experiences for your employees and customers.

Chatbots 76

Chatbots Self Service ROI Return on Investment 76

TechSee

JANUARY 11, 2021

The technology enables fast, intuitive guidance for a wide range of automotive use cases including vehicle onboarding , concierge services, troubleshooting, roadside assistance, and dealership support for issues with warranty claims, part recalls and inventory support. Automation and self-service powered by Computer Vision AI.

Automotive 109

Automotive Self Service Brands How To 109

NobelBiz

MAY 21, 2024

An inbound call center primarily handles incoming calls from customers seeking assistance, information, or support. These contact centers are designed to provide exceptional customer service and support through various features and technologies. How does an Inbound Call Center Work?

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

CSM Magazine

APRIL 12, 2023

Enterprise-grade workforce management capabilities, including smarter, faster scheduling to manage service complexities, at scale. Customers access leading agent self-service tools, like Self-Scheduling, that maximize team morale and day-to-day efficiency.

Self Service 52

Self Service Contact Center Return on Investment Analytics 52

NICE inContact

FEBRUARY 28, 2018

NICE inContact commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying NICE inContact CXone – the cloud customer experience platform. Here are some key take aways from the study. Delivered a three-year total benefit of $25.9M

Customer Experience 122

Customer Experience Self Service First Call Resolution ROI 122

TechSee

JANUARY 18, 2018

consumers are the largest users of connected devices with 5.2 As the IoT continues to mature, and the range and complexity of connected devices multiplies, there will be an increasing need for assistance with installations. Self-installation delivers ROI while smoothing the path to IoT adoption. According to Gartner, Inc.,

Self Service 95

Self Service Customer Service Company Infographics 95

Blake Morgan

OCTOBER 13, 2022

An impending recession has forced customers to evaluate their accounts and call the contact center. It plays a role in a company’s overall success, with 84% of companies that improve their CX reporting an increase in revenue, but is that connection strong enough for CX to survive a recession? Customers Need Contact Centers.

Customer Experience 49

Customer Experience Contact Center Self Service Customer Centricity 49

Kustomer

APRIL 13, 2022

An FAQ page is a critical element of your brand’s website and self-service tools. If resolutions to their problems aren’t available on your FAQ pages, they can then initiate contact via phone, email, SMS or live chat. Chatbots are another self-service tool that can help you scale your customer support efforts.

Self Service 94

Self Service Customer Service Chatbots Omni-Channel 94

Upstream Works

MARCH 21, 2019

Convenient, Flexible, and Connected CX Journeys. With the popularity and growth of self-service, this means that the consumer has probably already exhausted the means available to them and is now looking for expert assistance for quick and informed resolution. Personalized and Predictive Care.

Customer Experience Management 92

Customer Experience Management Self Service Strategy Customer Experience 92

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. So, without further introductions, let’s go ahead and get started.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Comm100

FEBRUARY 5, 2018

Businesses that listened to and connected with customers online were rewarded with consumer engagement in the form of clicks, mentions, subscriptions and more. Self Service Software. It also helps reduce the amount of phone calls and emails received by contact centers. Why Is Customer Engagement Software Important.

Social Media 124

Social Media CRM Self Service Software 124

Comm100

NOVEMBER 13, 2022

Chatbots can also reduce manual work and improve efficiency by automating a significant portion of frontline customer service requests. Find out how much money a chatbot could save your organization with our Chatbot ROI Calculator. Generates substantial ROI through lower service costs. Provides a self-service option.

Chatbots 130

Chatbots Software Self Service Wait Times 130

NobelBiz

MAY 25, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz The Importance of Customer Data in Call Centers Customer Data Platform (CDP) software allows contact centers (and other business models, for that matter) to pull in customer data from any channel, system, or data stream to build a unified customer profile.

Call Center 98

Call Center Software Data Contact Center 98

NICE inContact

AUGUST 2, 2019

By priority, here are 5 key technologies for the future of digital customer service — both in line with technological developments and in terms of growing your business. Most customers expect a self-service option on websites, and they want speed combined with personalization. 1) Live Chat. Now, live chat is a necessity.

Technology 120

Technology Customer Service Omni-Channel Self Service 120

eGain Blogs

MAY 18, 2022

Sam: There’s been a large investment right, so people have said we’ve got to get digital, we’ve got to connect people on a digital platform—that’s obviously the Internet—we’ve got to take away the reliance on points of presence like physical points of presence. What’s the common factor affecting all experience?

Self Service 90

Self Service Government Case Study ROI 90

Magellan Solutions

AUGUST 16, 2021

A large call volume could well be the result of a surge in telecom spam and fraud, routing issues, or an ineffective marketing strategy that is eating into your ROI and decreasing sales productivity. How can contact center services Philippines turn call reductions into an advantage? Offer self-service options.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

CSM Magazine

OCTOBER 5, 2020

Synchronize Channels : Provide intuitive 24/7 self-service, match tone-of-voice and fully embed social, web, chat and portal into your contact center operations. Bring customer experience to the center : Gain senior management buy-in, prove ROI, and move from reactive support to proactive success.

Self Service 52

Self Service Customer Service Customer Experience Case Study 52

Lithium

NOVEMBER 2, 2021

And we’ve been hard at work to change with the rapidly evolving world — especially for the contact center. Time to start seeing actual ROI on your promoted posts. Deflect & Contain: Self-service & Chatbot ROI Nov 16 @ 11am CT Register Today. So much has changed in the last year. Available On-demand.

Self Service 52

Self Service Chatbots ROI Innovation 52

TechSee

DECEMBER 28, 2020

Once the ROI of these remote technical support and customer support teams became abundantly clear, many enterprises decided that these temporary teams would become permanent. The drivers for changing roles in contact centers. Triage sessions between agents, technicians, and customers became the norm. Focus on agent engagement.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

TechSee

DECEMBER 2, 2020

Not all “see what your customer sees” solutions are alike; they may differ in their effect on core KPIs, as well as their ability to support specific business needs and service types. Selecting the right solution that drives greater adoption among your agents, technicians, and customers will result in a higher ROI.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

UJET

NOVEMBER 18, 2019

Customers today expect to be able to not only contact support via mobile, web, in-app, social, and more, but easily move between channels without compromising their experience. Similarly, contact center directors want to easily channel steer queries based on urgency and complexity.

Trends 78

Trends Self Service Contact Center Chatbots 78