Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Don’t take routine for granted.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Kustomer

JUNE 27, 2022

Customer service software encompasses a range of tools that gather, organize, manage, analyze, respond to, resolve, and report on, as well as unify all aspects of a brand’s customer support. These tools can be curated and customized to achieve goals specific to your industry and business needs.

Software 98

Software Tools Customer Service Self Service 98

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. The two fields attracting the most AI investment last year were automated AI-powered customer service agents, which raised $4.5

Technology 122

Technology Customer Service Contact Center Gamification 122

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Comm100

DECEMBER 11, 2017

Second, know who your customers are and address their specific needs to improve your customer experience. Not all customers have the same needs and you can find many different types of customers contacting your contact center – all with different desires and expectations. Self-Serve Tools.

Customer Experience 117

Customer Experience Social Media Self Service Multi-Channel 117

Pointillist

MARCH 1, 2019

For instance, a telecom company could hypothesize that an existing customer moving to a new house is a service journey that usually starts on the website but frequently escalates into a phone call to the customer care center. For instance, a common customer service flow could be from website to IVR systems.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

For instance, a telecom company could hypothesize that an existing customer moving to a new house is a service journey that usually starts on the website but frequently escalates into a phone call to the customer care center. For instance, a common customer service flow could be from website to IVR systems.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

BlueOcean

MARCH 31, 2021

And, finally, remote work and evolving sleep habits have shifted traditional contact center communication spikes from pre/post-work hours to the middle of the day. COVID-19 has significantly impacted customer behaviors and expectations. This inevitably translates to higher contact volume in the customer care realm.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

Kustomer

SEPTEMBER 7, 2022

We are a delivery experience management platform, and what that means is we help some of the largest retailers in the world with a set of tools all across the buyer’s journey, all geared towards creating a better customer experience and better delivery outcomes. Hi, I’m the Chief Product and Strategy Officer at Convey.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming.

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

Kustomer

OCTOBER 4, 2021

I think what it is, in the industry, there was kind of three elements that were distinct for so long, and I would say over 20 years where we had channels in the contact center. Customers care really about two things. First off they care, do they have a self-service option? I appreciate that, Dan.

Chatbots 105

Chatbots Contact Center Omni-Channel Consumers 105

Kustomer

OCTOBER 22, 2020

With the new COVID-19 business-scape, highly anxious customers have been on the rise and the burden of customer care agents has been significantly increased to the point where they are overwhelmed. Companies are integrating AI into their CX to get a better handle on customer care. Read More Hide.

Customer Expectations 69

Customer Expectations Management Communication Customers 69

Kustomer

OCTOBER 22, 2020

With the new COVID-19 business-scape, highly anxious customers have been on the rise and the burden of customer care agents has been significantly increased to the point where they are overwhelmed. Companies are integrating AI into their CX to get a better handle on customer care. Read More Hide.

Customer Expectations 52

Customer Expectations Management Communication Customers 52