Remove Contact Center Remove Customer Expectations Remove Customer Service Remove Multi-Channel

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. Most customers expect a self-service option on websites, and they want speed combined with personalization.

5 Ways That Digital Customer Service Is Influencing Customer Expectations

NICE inContact

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels. We can’t say it enough: Customer service needs to be personalized.

Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel

NICE inContact

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairy straight forward, as they use SMS / text on a daily basis.

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

NICE inContact

How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? If you’re like most customer service organizations, probably not as much or as often as you’d like.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. said self-service availability. customers to order their favorite.

Make Chat a Success in Your Contact Center – 5 Best Practices

NICE inContact

Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? Here are some best practices that may help make chat a success in your contact center.

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth. Most customers expect a self-service option on websites, and they want speed combined with personalization.

5 Ways to Improve Your Customer Service

NICE inContact

At NICE inContact, we’re always thinking about digital customer service. We love finding ways to make customers happy and helping businesses raise the bottom line while doing it. We’ve looked at the trends, we’ve listened to customers, and now we’ve put our key learnings together. So here are 5 ways to improve your customer service. Following these tips will cut costs and increase revenue — all while making your customers happier and more loyal.

Make Chat a Success in Your Contact Center – 5 Best Practices

NICE inContact

Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? Here are some best practices that may help make chat a success in your contact center. In other words: more customers are using chat to interact with more companies. If you already support chat, we have some suggestions that help you make even better use of the channel.

4 Ways to Win with a Multi-Channel Contact Center with Service and Technology

Win the Customer

Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily. Call Center Communication Customer Experience Customer Service

5 Reasons Customers Love Chatbots

NICE inContact

Chatbots are a kind of silver bullet to fulfill the needs of today’s demanding digital customers. Let’s take a closer look at 5 reasons customers love AI-driven chatbots. 1) Customers expect self-service options. While customers still like talking to human customer service agents when they have complicated issues that need real interaction, these days most customers also expect websites to provide self-service options.

Digital Omnichannel: Most Businesses Aren’t Where They Need to Be

NICE inContact

The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with. One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. To find out, we surveyed over 900 contact center decision makers.

Honeywell Transforms Its Business with the CXone Solution

NICE inContact

As a multi-industry manufacturing company, Honeywell develops solutions around energy and efficiency. The company determined that customer experience excellence could be the catalyst for many of the business transformations it wanted to achieve. Honeywell not only established customer experience as a top priority but made it a corporate initiative. However, moving to NICE inContact — and the cloud — has enabled Honeywell to elevate its customer service to a whole new level.

Contact Center Trends and Predictions 2018

CSM Magazine

The customer experience industry is changing at an unprecedented pace and businesses must prepare for dynamic developments throughout the coming year. At Echo-U, our customer service advisors engage best with intuitive and flowing technologies. Open all hours (and all channels!).

Stay in Sync with Effective Calibration

NICE inContact

Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. This process validates the effectiveness of individuals evaluating agent performance and improving customer service.

Instant Satisfaction: How to Meet Rising Customer Expectations

Joe Rawlinson

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. Here are some essential online conveniences your customers now expect your company to deliver. Customer Service guest pos

The Best Managed Contact Centers: #12 – They See the Possibilities

Brad Cleveland

The contact center profession has come a long way in recent years. Customer expectations are high, and for good reason. For the most part, contact centers have learned how to deliver.

WebHelp and Swedish Rail — Customer Experience on the Right Track

NICE inContact

NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here ). Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital channels.

Recent WebTV Interview on Customer Service Trends

Brad Cleveland

In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations. Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts.

Four Best Practices in Mobile Customer Service

Brad Cleveland

It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Mobile is developing at lightning speed—literally by the day.

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. Your customers want to help themselves.

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Find out how Vax has transformed its customer experience at Salesforce World Tour London

NewVoiceMedia

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey.

Evangelizing Omni-Channel (Why It’s NOT the Answer)

Esteban Kolsky

was whether organizations and practitioners were already on board with the concept of omni-channel. What we found out was pretty much in line with what we expected: it is too early for them to focus on it. Alas, the main problem we found (both outside of this research project as well as those people we tapped for follow-up discussions) was the lack of definition of omni-channel. We all understand single-channel as it is the origin of all customer service.

Seven Ways To Ensure Your Customers Actually Use Your Self-Service System

COPC

Today’s customer fully embraces technology and expects companies to do the same. This is especially true when it comes to providing customer service. Customers are still calling into the contact center to resolve many issues. utilize multiple channels, including self-service options. The use of multiple channels is not the whole story. Yes, your self-service program relies on technology to deliver information to your customers.