TechSee

JANUARY 14, 2020

AI makes personalized real-time agent coaching possible based on speech-to-text transcriptions and analytics, enabling agents to receive helpful feedback while they are speaking with the caller, instead of days or weeks later. Why agents are embracing the change. Post-call analysis also benefits from AI.

Call Center 124

Call Center Self Service Virtual Agent Contact Center 124

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. 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

Tricia Morris

OCTOBER 28, 2015

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Expectations for, and of, self-service are growing at a rapid pace. But making things easier always begins with hard work.

Self Service 40

Self Service Virtual Agent ROI Tips 40

Interactions

MAY 14, 2020

From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months. Changing Consumer Behavior. This month, we investigated just how much consumer behavior has changed since the pandemic.

Consumers 71

Consumers Self Service Contact Center Virtual Agent 71

Interactions

MAY 6, 2022

In customer experience, wasting time is one of the biggest pain points for consumers. In a recent survey, we found the top obstacles people experience when contacting customer service have to do with time, such as long wait times or wasted time due to inefficient processes. . Today’s consumers are busier than ever.

Virtual Agent 71

Virtual Agent Self Service Customer Experience Wait Times 71

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic. Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service. Call centers are busier than ever. a definite requirement for a successful contact center.

Call Center 136

Call Center Self Service Innovation Contact Center 136

Interactions

MAY 28, 2020

As governments plan a phased approach to open up businesses, consumers are both excited and cautious about their safety and welfare. A recent survey by Deloitte asked people whether they agree with the statement: “I feel safe going to the store right now.” Reimagining Customer Service Strategy. ” .

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132

UJET

NOVEMBER 3, 2020

No matter how friendly, helpful, and professional your agent is, if your customer engagements are lengthy and repetitive, your customers aren’t going to be happy. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

UJET

NOVEMBER 3, 2020

No matter how friendly, helpful, and professional your agent is, if your customer engagements are lengthy and repetitive, your customers aren’t going to be happy. AI customer service tools streamline repetitive and/or time-consuming tasks and workflows so your agents can focus on what they’re best at: helping people.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

BlueOcean

FEBRUARY 24, 2016

By correlating particular customer behaviors with optimal outcomes, call centers will be using data to not only improve quality of service, but in the long term, may also be contributing to reducing overhead, decreasing customer attrition, and more easily discovering up-sell opportunities.

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

Playvox

JANUARY 13, 2022

As an example, 35% of surveyed CEOs report expanding employee benefits in the last twelve months in an effort to reduce employee churn. . This trend is being driven by the proliferation of digital channels and consumer demands for seamless omnichannel experiences.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Magellan Solutions

JULY 29, 2021

First, the mass adoption of smartphones, social media, and consumer-friendly apps changed. No longer would they tolerate endless hold times, obtuse service agents, or handoffs. Second, the explosive growth of widely available cloud services and machine-learning tools. Advanced Self-Service Tools.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

Tricia Morris

MAY 18, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. 43% don’t ever review assisted service processes.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

UJET

MARCH 22, 2021

Changes in Consumer Behaviors. Today, we see smartphones in the hands of over 80% of consumers, we spend on average more than 5hrs / day on our phones. The second significant change to consumer behavior is a little more recent. It’s about the service you provide and the availability of that service. 5hrs / day.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

Kustomer

JUNE 27, 2022

According to a recent study , 73% of Americans will go out of their way for a better customer service experience, 75% will remain loyal to a brand that provides a personalized experience, and 52% will pay more if they know they will receive excellent service. Complete Guide: What Is Personalized Customer Service.

Software 98

Software Tools Customer Service Self Service 98

Playvox

MARCH 19, 2024

As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. This improves customer satisfaction and net promoter scores, and other key customer service metrics.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Bold360

AUGUST 24, 2017

In fact, in the 2017 Digital Trends Survey, completed by Adobe and eConsultancy, CX ranked as the highest priority for 63% of marketers. Virtual Agents. Accenture found that 75% of consumers are more likely to spend if the company knows their name, or uses their past purchasing information. But why is CX so important?

Self Service 68

Self Service Customer Service Customer Experience Social Media 68

Bold360

NOVEMBER 30, 2016

In other words, a customer or prospect may ask a question about a product via the company’s built-in chat function on its website or through third-party platforms like Facebook and Slack, where consumers are increasingly engaging brands. 64% are annoyed by employees or self-help services that fail to answer their questions.

Chatbots 40

Chatbots Strategy Self Service ROI 40

Comm100

FEBRUARY 16, 2018

According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. Other agent investment priorities include training (as listed by 57% of companies surveyed), quality monitoring and management (54%), dashboards (53%) and scheduling and forecasting (50%).

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101