Tricia Morris

MAY 18, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. 43% don’t ever review assisted service processes.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 60% of consumers have higher expectations for customer service now than they did just one year ago.

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Natalie Petouhof

FEBRUARY 22, 2016

Tweet Cloud-Based Customer Service and Customer Experience. Verint ® Systems Inc. announced its acquisition of Contact Solutions , a leading provider of real-time, contextual customer care solutions. Cloud-base Voice and Mobile Self-Service.

Self Service 40

Self Service Customer Experience Customer Service Omni-Channel 40

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. ROI of Social Customer Service- Upcoming. •

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

Comm100

FEBRUARY 6, 2018

Operating system — Some customer engagement tools run better on certain platforms than on others. Before purchasing your customer engagement software solution, make sure that it is compatible with your company’s main operating system (Windows, Mac OS, Linux, etc). Deployment : Cloud, SaaS, Web. Freelancers.

Software 105

Software Customer Engagement Engagement Omni-Channel 105