Uniphore

JANUARY 4, 2022

Infographics. Analyze Analytics and insights from 100% of interactions across all channels. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. CX and Contact Center Leaders. Conversational AI Platform. U-Self Serve. Case Studies. Emotion AI.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. For an infographic that illustrates the findings from Waterfield Tech’s research further, visit [link]. 80% are using voice.

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

Thematic

JUNE 13, 2023

This integration enables businesses to take a holistic view of customer interactions and identify opportunities to improve the overall experience. Their software is focused on improving the experience of everyone who interacts with your company–customers, potential customers, employees, etc.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

OpinionLab

AUGUST 29, 2017

Learning 1: Human interaction remains super important as part of broader omnichannel CX “package”. The infographic below highlights some more specifics around this point. Beyond that, you should also be thinking of ways to optimize these human interactions. This is not to say all interactions should be human delivered.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Interactions

DECEMBER 18, 2019

To reflect on this past year and change our focus to the next 10, we gathered Interactions experts to give their take on what the biggest trends of 2019 were: Voice is Back Baby . Customers expected the same level of maturity, personalization, and depth from chatbots as interacting with a live agent. AI and Agents: Better Together.

Trends 62

Trends Customer Experience Chatbots Contact Center 62

Comm100

DECEMBER 16, 2019

With year-over-year data since 2016 from billions of interactions and commentary from experts, it’s no wonder this is always one of our most popular pieces. Customer-facing chatbots aren’t the only way to use AI in the contact center. Infographic: How to choose the best kind of chatbot for your business.

eBook 130

eBook Chatbots Infographics ROI 130

TechSee

AUGUST 28, 2018

Fueled by more than 300% growth in AI investments, these technologies have delivered cost reductions of $68 billion , enhanced CX with 85% of customer interactions expected to be through robots by 2020 , and increased agent productivity with 80% of executives reporting that they believe that AI will improve employee performance going forward.

Self Service 95

Self Service Customer Service Infographics Contact Center 95

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Customer Feedback – Engage customers immediately following their interaction with agents via short, dynamic surveys.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

TechSee

JANUARY 18, 2018

The results indicate that self-installation – the process that enables customers to install home electronic devices without requiring the help of a technician or a contact center – was preferred by 3 out of every 4 survey respondents. More information on this recent survey, as well as a related infographic , can be found here.

Self Service 95

Self Service Customer Service Company Infographics 95

NobelBiz

AUGUST 24, 2020

A new report determined that American consumers overwhelmingly approve of interacting with brands over social media. Voice is becoming just a fraction of the responsibilities of a contact center. According to the report, brand advocacy can rise by up to 25% after positive interactions during a complaint on social media.

Social Media 52

Social Media Brands Customer Engagement Engagement 52

Vonage

JANUARY 6, 2016

During the customer experience there are multiple touch points, or moments of interaction with the company’s employees, website or product. Discover why customer effort is revolutionizing processes, how to be proactive when servicing your customers, and why personalization is the next big thing in the contact center.

Customer Journeys 120

Customer Journeys Customer Service Infographics Customer Service Representative 120

Talkdesk

APRIL 26, 2019

Building Customer Satisfaction Surveys In the modern call center or cloud contact center, analytics provide much of the data that drive business decisions around improving customer satisfaction. There are a number of ways to do this: Yes/no questions (Were you satisfied with the service you received?

Call Center 79

Call Center Customer Satisfaction Survey Infographics 79

GlowTouch

JANUARY 15, 2021

A CRM is a system to manage interactions with customers. Interact with customers using live chat or chatbot features. The price will depend on the CRM that you decide is best for your business, however, options range from completely free to a flat rate per month, per person, per contact, and per storage limit. Schedule meetings.

Tools 52

Tools Self Service CRM Infographics 52

Eptica

OCTOBER 7, 2016

Nearly 80% of consumers want to use digital channels such as the web, email, social media and chat to interact with insurers – yet under a quarter of businesses say they are fully digital, according to Accenture. To find out more, take a look at an infographic of key findings. Share this page on: Tweet.

Insurance 79

Insurance Social Media Contact Center Infographics 79

GlowTouch

SEPTEMBER 17, 2019

The phone channel provides additional challenges, like finding a company’s phone number, being subjected to an interactive voice response (IVR) system, long wait times, putting up with script reading, and longer overall interaction times. It still uses live agents, queues interactions, and has many comparable metrics.

ROI 73

ROI Company Multi-Channel Return on Investment 73

West Monroe

MAY 30, 2017

Virtual assistant technology is primed to improve interactions across the healthcare industry; make sure your organization is ready to capitalize. Virtual assistants are poised to transform the way people interact with information. A typical issue for contact center agents is knowing when to NOT share information with someone.

Healthcare 40

Healthcare Technology Self Service Multi-Channel 40

Eptica

NOVEMBER 6, 2015

Gartner predicts that by 2020 nearly half (47%) of all customer service requests will still require human interaction. Gearing up for Christmas means that many businesses, especially retailers, are adding more staff in store and in contact centers. So, what are the key skills to focus on – and how can technology help?

Technology 48

Technology Self Service Customer Service Social Media 48

NobelBiz

JANUARY 30, 2024

Inevitably, call center blockage significantly impacts customer experience. Addressing the issue of call blockage in contact centers is essential for maintaining service quality and operational efficiency. By monitoring how users interact with calls (e.g.,

Call Center 103

Call Center Telecommunications Contact Center Self Service 103

Eptica

DECEMBER 11, 2015

Alternatively they could contact the retailer via email, social media or chat, unnecessarily adding to the volume and cost of incoming interactions at the busiest time for customer service teams. An infographic illustrating the 2015 Eptica Retail Black Friday Customer Experience Study is available here.

Self Service 48

Self Service Customer Service Social Media Retail 48

PeopleMetrics

MARCH 1, 2017

Early on, our most successful banking clients took time to plan their programs with representatives from branch operations, contact centers, and digital channels. Any employees who interact directly with customers should receive an FAQ document, so they are prepared to respond to any questions that may arise from customers.

Banking 48

Banking Feedback How To Customer Centricity 48

Verint

SEPTEMBER 29, 2017

Ryan Hollenbeck, senior vice president, global marketing and executive sponsor for Verint’s CX program, shares, “I set it as a personal goal to interact with a customer every day—it’s a great way to recharge and reconnect.” They Take Time to Interact with Customers. For Hollenbeck, it’s not always a face-to-face conversation.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34

Magellan Solutions

AUGUST 9, 2021

Deliver value without hard-selling – When crafting each article, video, infographic, or newsletter, always focus on how you can help your target audience instead of touting your product. Understanding the importance of both human and robot interaction, Magellan Solutions guarantee that both are balanced in processing a sale or query.

B2B 40

B2B Trends Chatbots Call Center 40

Clarabridge

AUGUST 15, 2017

Contact center efficiencies are intrinsically linked to the customer experience your company delivers as a whole. Once you improve the customer experience, you’ll find that your contact center metrics improve too. The post 5 Ways to Cut Costs in the Contact Center appeared first on Clarabridge.

Contact Center 45

Contact Center Self Service Multi-Channel First Call Resolution 45

Bold360

JUNE 22, 2018

How can I empower my contact center agents to be successful? The best place to start is with an evaluation of your contact center application ecosystem. Can they be integrated to enable your agents to nimbly search, navigate, and interact with customers without skipping a beat during a conversation?

Omni-Channel 49

Omni-Channel Customer Experience Contact Center Knowledge Base 49

Eptica

NOVEMBER 25, 2015

Consumers are likely to re-contact the company to check their answers, pushing up interaction volume, and so adding to a company’s costs. You can download the full 2015 Eptica Multichannel Customer Experience Study here or see key findings in this infographic. Share this page on: Tweet.

Retail 48

Retail Customer Service Social Media Self Service 48

ProProfs Chat

OCTOBER 25, 2021

Using this, you can interact with your customers face-to-face and build stronger relationships. Use keywords in the feedback to easily monitor the customer effort while interacting with your brand. Understand what customers think while interacting with your brand by using emotion analysis. Pricing: Custom Pricing. (d)

Software 98

Software Feedback Net Promoter Score Social Media 98