NICE inContact

MAY 23, 2019

This dynamic has created a scenario in which organizations have to offer many more service channels than in the past in order to address the wide spectrum of preferences and capabilities of their customer base. Measuring satisfaction levels with specific channels is one input to this process. appeared first on NICE inContact Blog.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

NICE inContact

MAY 16, 2019

Our second annual study delves into attitudes and perceptions about customer experience and service delivery — from the perspective of both customers and contact center leaders. Download your copy of the business wave of the 2019 NICE inContact Customer Experience Transformation Benchmark today. phone, chat, IVR).

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

NICE inContact

JUNE 26, 2019

One top demand is for true omnichannel customer service , no matter the channel. Or better yet, the same agent speaking to them on chat easily can transition with them to phone or to other digital channels. To find out, we surveyed over 900 contact center decision makers.

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

NICE inContact

OCTOBER 17, 2019

.” In fact, we discovered that almost half of businesses expect to need additional resources for their agent-assisted channels in the coming year, and it’s being driven by consumer demand. Of those adding resources, 61% report that it is being driven by increasing volume in channels like phone, chat, and social media.

Self Service 121

Self Service Contact Center Social Media Chatbots 121

NICE inContact

MAY 18, 2017

How does all of this apply to contact centers? Your customers’ needs may be changing, and we’ve seen more channel offerings emerge as well. Download this presentation to see how contact centers needs to adapt to stay on pace with their customers.

Entertainment 137

Entertainment Contact Center Healthcare Video 137

NICE inContact

JUNE 14, 2017

More than 700 customers were surveyed about their recent experiences using different contact channels (voice, email, chat, SMS, social media, video, web self-service, and IVR). Some other interesting findings were that 67% of customers prefer agent-assisted channels to self-service ones.

Omni-Channel 145

Omni-Channel Customer Expectations Self Service Meeting 145

PeopleMetrics

MARCH 7, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. To make yourself as effective as possible within your organization, you know that you have to be a very multi-disciplinary person. You need to be able to talk to leadership, the contact center, the sales force, operations, etc.

System 76

System Feedback CEM Management 76

Confirmit

FEBRUARY 25, 2019

For organizations using a combination of web, telephone, mobile and other channels to collect data, and for those also bringing in data from elsewhere in the business, you should be looking at the Multi-Channel Excellence category. Tell us how that reduced calls into the contact center and how that reduced costs, for example.

How To 40

How To Multi-Channel B2B Tips 40

Qualtrics

JANUARY 28, 2020

Fast and effective responses are critical at all times and across all channels. Fortunately, customer service support teams have an array of contact methods and customer experience (CX) tools to improve communication and enhance satisfaction levels. Transform your contact center for the experience economy. Conclusion.

Communication 24

Communication Chatbots Multi-Channel Case Study 24

InMoment XI

DECEMBER 7, 2023

CX is a multi-layered concept, and to truly understand customer experience at scale, you need to have a good understanding of customer experience KPIs and metrics. It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey. Download Cheat Sheet

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

NICE inContact

DECEMBER 9, 2015

As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Searching for the Ideal Contact Center System. Scalability to satisfy seasonal call volumes. Flexibility to handle growth.

Customer Service 188

Customer Service Contact Center e-support Call Center 188

Comm100

DECEMBER 11, 2017

Knowing your customer allows you to select the best communication channels to use for better CX. 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. Suitable Channels for Your Customer Base.

Customer Experience 117

Customer Experience Social Media Self Service Multi-Channel 117

AWS Machine Learning

JUNE 7, 2023

In this post, you will learn how Test Workbench streamlines automated testing of a bot’s voice and text modalities and provides accuracy and performance measures for parameters such as audio transcription, intent recognition, and slot resolution for both single utterance inputs and multi-turn conversations. Choose Create test set.

Chatbots 79

Chatbots Multi-Channel Metrics Measurement 79

TechSee

APRIL 7, 2020

A field technician or contact center agent sends a link to the customer to initiate a live video stream. The solution is web-based, meaning no app download, installation or account login is required. One customer received help with her mini box – a device that enables multi-room viewing. Samsung: Driving Digital Adoption.

Hospitality 124

Hospitality Multi-Channel Groups Consumers 124

Avaya

APRIL 24, 2017

Consider that a typical customer now owns three personal mobile devices , each with anywhere from 10 to 20 downloaded apps. Businesses increasingly understand this fact, and they’re taking the necessary steps to ensure they can deliver consistent, contextualized experiences across various channels and devices.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

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. The second was obviously ticketing or case management. The second was obviously ticketing or case management. Vikas Bhambri: (05:12).

Chatbots 105

Chatbots Contact Center Omni-Channel Consumers 105

Avaya

APRIL 3, 2017

Think about it: if customers aren’t connecting with a brand using one of their three personal mobile devices , they’re leveraging a myriad of other channels and connected platforms to research, communicate and engage. The average consumer today uses a combination of the above channels to engage with his or her favorite brands.

Customer Journeys 57

Customer Journeys Contact Center Data Omni-Channel 57

Thematic

JULY 13, 2022

A customer of ours is a large multi-national telco in Europe. Most companies receive customer feedback through a wide range of sources, both internal (surveys, contact center, support tickets, complaints, CRM notes) and external (review sites, forums, social media). I have feedback in multiple languages.

Feedback 71

Feedback Analytics Analysis Multi-Channel 71

Eptica

APRIL 29, 2016

Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. In order to enable these meaningful conversations , insurers need to focus on delivering what customers want, efficiently, across a growing number of channels.

Insurance 48

Insurance Connections Customer Service Self Service 48

Vonage

FEBRUARY 23, 2016

To avoid this predicament, it’s critical that you seamlessly link your channels of communication, so everyone in your service organisation is always on the same page. If you invest in building out that channel over time to test your hypothesis, you’ll stay laser-focused on supporting customers exactly the way they want you to.

Omni-Channel 120

Omni-Channel Tips Communication Study 120

TechSee

JULY 14, 2021

The technology has ushered in the age of virtual ‘multi-sense’ assistants that can see, hear, read and interact naturally with customers. Donna Fluss , President of DMG Consulting LLC and an industry expert in IVAs, self-service and contact center automation. Donna Fluss: There are so many benefits that companies can realize.

Self Service 207

Self Service B2B Video Contact Center 207

Vonage

DECEMBER 6, 2018

Now, more than ever, deploying an effective omni-channel strategy is critical to business success. According to research by the Aberdeen Group, companies with strong omni-channel customer engagement retain an average 89 percent of their customers, compared to just 33 percent for those companies without. Management.

Omni-Channel 145

Omni-Channel Multi-Channel Self Service Strategy 145

Comm100

FEBRUARY 5, 2018

CRM software stores customer data from various channels — such as email, brick and mortar stores, and the website — in one central location: ideally the cloud. It also helps reduce the amount of phone calls and emails received by contact centers. Above all, effective marketing is about personalization across all channels.

Social Media 121

Social Media CRM Self Service Software 121

Comm100

FEBRUARY 6, 2018

Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels. DataCar CRM : Allows for appointment scheduling, activity reports, multi-channel marketing, and more. Restaurants. Hot Schedules : Good for managing labor and cost control.

Software 104

Software Customer Engagement Engagement Omni-Channel 104