BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Get Straight to the Point.

Self Service 94

Self Service Customer Experience Contact Center Interaction 94

Interactions

SEPTEMBER 19, 2023

Leaders in Conversational AI for the past decade, Lindsy and Ed discussed their roles and how they see CX in the utilities space, their relationship with Interactions and best practices for improving CX and increasing self-service. Our team oversees all self-service components of our business.

Self Service 48

Self Service Interaction Contact Center Call Center 48

SmartKarrot

AUGUST 25, 2020

Customer self-service channels allow customers to resolve issues on their own without having to call customer support for help. This reduces the number of customer support tickets your team must process. Not only will this enhance customer satisfaction, but also improve site traffic and cut down churn rates.

Self Service 10

Self Service Omni-Channel Multi-Channel How To 10

SurveySparrow

NOVEMBER 20, 2022

To help you decide which software to choose, we’re going to compare Freshdesk and Zendesk based on seven essential features of customer service software. Customization and branding. Knowledge management and self-service. These are the Support Desk, Contact Center, Omnichannel Suite, and Customer Success. .

Self Service 52

Self Service Comparison Analytics Gamification 52

Lithium

JUNE 11, 2019

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. They choose Lithium Social Media Management for Service. 20% contained in self-service.

Self Service 40

Self Service Apparel Customer Success Fashion 40

Lithium

JUNE 11, 2019

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. They choose Lithium Social Media Management for Service. 20% contained in self-service.

Self Service 40

Self Service Apparel Customer Success Fashion 40

Lithium

JUNE 11, 2019

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. They choose Lithium Social Media Management for Service. 20% contained in self-service.

Self Service 40

Self Service Apparel Customer Success Fashion 40

Talkdesk

JANUARY 2, 2020

Gartner evaluated 32 vendors from its customer-service-oriented Magic Quadrants against four pillars for great customer service. As defined by Gartner, the four pillars for great customer service are: Getting Connected: channel-less architected design to create journeys. Intelligent self-service.

Report 66

Report Self Service Customer Service Contact Center 66

NICE inContact

FEBRUARY 28, 2018

Catering to a typical enterprise customer, this model includes connectivity needs across applications, infrastructure and multiple vendor telephony systems, as well as a comprehensive customer success model that minimizes operational risks, sets strategic direction and continually improves operations to create significant business value.

Customer Experience 122

Customer Experience Self Service First Call Resolution ROI 122

CSM Magazine

APRIL 25, 2023

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams. Contact centres are an integral part of delivering customer service.

Self Service 52

Self Service Contact Center Analytics Call Recording 52

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. One of your customers found fraudulent activity on their account, and they call to put a hold on their account.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. One of your customers found fraudulent activity on their account, and they call to put a hold on their account.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation.

Self Service 109

Self Service Roadmap Resources Meeting 109

Blake Morgan

MAY 3, 2022

Customer-Centric Mindset. VP of Customer Experience Eric Burdullis says being a customer-centric organization means paying attention to the things that cause problems for your customers. Contact center agents have valuable insights to solve and prevent issues. Lasting Transformation.

Customer Focused 59

Customer Focused Self Service Transportation Effort Score 59

Lithium

OCTOBER 14, 2021

Build AI-powered chatbots more painlessly than ever, connect with your peers at the drop of a link, create simple and secure interactions, and ultimately build trust with your customers and prospects. Here' what's new: Self-service chatbot platform. Listen up, digital contact center folks! Learn more here.

Innovation 52

Innovation Engagement Self Service Chatbots 52

GlowTouch

APRIL 28, 2020

More Advanced Self-Service Options. Independently-minded consumers, and consumers that for one reason or another don’t want to interact with a support agent, love self-service options. Already an estimated 85% of customer interactions can be managed without human assistance. About GlowTouch.

Trends 52

Trends Self Service Social Media Call Center 52

GlowTouch

DECEMBER 10, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Customer Service Trends for 2021. Did you know… that one of the fastest-growing career fields is Customer Success Manager? Why does this matter? Why does this matter? About GlowTouch.

Trends 52

Trends Customer Service Self Service Contact Center 52

Kustomer

SEPTEMBER 9, 2021

Justin’s the Chief Evangelist at CX Effect and has many years of experience working with customers, starting at an early age. Listen to the full podcast below to learn more about recognizing opportunities internally for customer success long-term. Put the Customer at the Center. QA, what is it?

Effort Score 98

Effort Score Contact Center Self Service Metrics 98

TechSee

JUNE 5, 2018

For example, while CSPs are eager to increase the usage of their self service apps, adoption has been relatively low (estimated as below 30%). Co-browsing benefits customers who are confused about an online process, or frustrated by having to verbally describe to agents over the phone what they are seeing within their browsers.

Trends 116

Trends Self Service Chatbots Technology 116

eGain Blogs

SEPTEMBER 28, 2017

Contact center agent churn is estimated at 35-45% with US contact centers alone bleeding $10B in attrition costs per year! As self-service systems get smarter, agents are going to get more complex questions to answer, problems to resolve, and advice to provide. Contact us at info@egain.com now!

Self Service 40

Self Service Contact Center Management Analytics 40

eGain Blogs

SEPTEMBER 28, 2017

Contact center agent churn is estimated at 35-45% with US contact centers alone bleeding $10B in attrition costs per year! As self-service systems get smarter, agents are going to get more complex questions to answer, problems to resolve, and advice to provide. Contact us at info@egain.com now!

Self Service 40

Self Service Contact Center Management Analytics 40

Interactions

JULY 8, 2021

Today many brands are looking to improve customer experience and accelerate digital transformation by implementing Conversational AI applications–especially to support self-service in the area of customer care. Fundamental knowledge of customer communication and requirements are necessary for success.

Management 62

Management Self Service Call Flow Customer Care 62

Kustomer

OCTOBER 22, 2020

“As part of the reform, we decided, based on feedback from customers, we’re going to shift all our services from analog paper-based processes, into the digital age, so that we eliminate the need for a customer to physically have to visit our offices just to get a service,” said Chrappah.

Conference 96

Conference Self Service Sports CRM 96

Verint

MAY 1, 2018

CRMXchange Roundtable: Digital Customer Service—IVR, Chat, SMS and VA. Jen Snell, VP, product marketing, will serve as a panelist and speak on such popular digital and self-service topics as virtual assistants, SMS, chat and the modern IVR. Verint Engage Global Customer Conference. May 10; Online Webinar.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Kayako

MARCH 21, 2017

Building customer trust is no easy feat. I’ve learned a lot about building trust with customer in my years at Kayako. We set out to discover more about our experience and views on providing customer service that drives trust and loyalty. .

Interaction 211

Interaction How To Self Service Customers 211

Kustomer

OCTOBER 22, 2020

“As part of the reform, we decided, based on feedback from customers, we’re going to shift all our services from analog paper-based processes, into the digital age, so that we eliminate the need for a customer to physically have to visit our offices just to get a service,” said Chrappah.

Conference 52

Conference Self Service Sports CRM 52

Kustomer

APRIL 15, 2021

Brands would be wise to implement data collection and implementation on a company-wide basis, as it plays a major role in customer success and higher NPS scores across the spectrum. Think about a call center leader, multiple kind of dynamics at play. Gabe Larsen: (04:30). Vikas Bhambri: (12:20). Matt Dixon: (13:29).

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

Qualtrics

APRIL 29, 2020

Digital commerce, content, account management, self-service and customer experience will all be tested against consumer expectations. Wherever possible, prioritize what will make your customers successful in their digital experience with your brand. Digital experience management in action.

How To 36

How To Effort Score Self Service Retail 36

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. . • The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels. DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research.

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

Calabrio

OCTOBER 3, 2019

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. Over time, frontline staff too have come to enjoy more control over their working lives through self-service.

Self Service 145

Self Service Contact Center Gamification Competitive Advantage 145

Talkdesk

APRIL 21, 2017

Our panel of experts gives advice about pinpointing the important information and using data trends to create processes that lead to long-term customer success. Contact center agents are the voice of a company, they need to be helpful, intelligent and quick on their feet. Taking a Hands-On Approach to Agent Training.

Contact Center 40

Contact Center Retail Self Service Loyalty 40

Thematic

SEPTEMBER 13, 2022

You can add every source of feedback into Thematic: internal (surveys, contact center, support tickets, complaints, CRM notes) and external (review sites, forums, social media). The platform supports CSV and sFTP, and the team can help you set up custom integrations as needed. What data sources are supported?

Analytics 71

Analytics Software Self Service Analysis 71

Integrity Solutions

SEPTEMBER 28, 2023

In This Post You Will Learn: What Does Customer Service Mean? The Impact Of A Customer Service Culture Enhancing Customer Service With A Sales Mindset Importance Of A Customer Service Strategy The Customer Experience Journey Contact Center Training Integrity Service® Customer Service Training What Does Customer Service Mean?

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

TechSee

JANUARY 11, 2021

A cross-organizational platform also allows warm transfer – including a complete visual record of the interaction – from self-service to a live agent, ideal for use cases that require authorization. Automation and self-service powered by Computer Vision AI. Team member training and customer success.

Automotive 109

Automotive Self Service Brands How To 109

eGain Blogs

FEBRUARY 7, 2020

. “Though KM has historically been primarily an area of interest for support, I’m seeing more organizations, including professional services, managed services, and customer success, formalizing the capture and sharing of knowledge.” ” Knowledge improves call center metrics (KPIs).

Call Center 52

Call Center Metrics Self Service Contact Center 52

VDS

OCTOBER 2, 2023

They should provide you with a knowledgeable customer success manager who will be dedicated to meeting your needs. To guarantee a successful partnership, look for a firm with a proven track record of implementing and managing Genesys Cloud solutions. Support also plays a critical role in optimizing customer interactions.

How To 52

How To Customer Journeys Contact Center Analytics 52