Bold360

JULY 24, 2020

Prediction 1: Contact centers will pivot to become permanently remote. As working from home became the new normal, companies who hadn’t already would obviously need to shift to remote contact centers. Prediction 3: Self-service will save customer service. How well do you think we did?

Self Service 52

Self Service Contact Center Return on Investment Trends 52

Think Customers

JULY 19, 2021

Every sailor, soldier, airman and their family members trust government agencies to protect and secure their information, whether it’s through a self-service channel or speaking with an agent. How fast is your move toward cloud contact centers? government agencies as they upgrade to cloud contact centers.

Self Service 52

Self Service Government Contact Center Return on Investment 52

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies.

Technology 122

Technology Customer Service Contact Center Gamification 122

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. Moreover, from a purely financial perspective self-service is also an extremely cost-effective support solution.

Trends 52

Trends Self Service Social Media Call Center 52

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service.

Self Service 132

Self Service Virtual Agent Knowledge Base Contact Center 132

GlowTouch

DECEMBER 10, 2020

AI is not confined to chatbots or other self-service tools, though those are popular with some people. Study after study shows a clear consumer preference for interacting with a live service agent instead of a machine. GlowTouch provides outstanding contact center and technology outsourcing solutions to clients around the world.

Trends 52

Trends Customer Service Self Service Contact Center 52

Eptica

JUNE 17, 2016

In my experience technologies that can be re-used, such as a central knowledge base that can be deployed as part of web self-service systems and used by agents when handling emails, social media and phone calls deliver a high return on investment and can therefore underpin your customer experience transformation.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Natalie Petouhof

FEBRUARY 17, 2016

Deficiencies in achieving First Contact Resolution (FCR) . Inefficiencies in self-service, call deflection, agent-assisted related support costs and knowledge base capabilities  . Insufficiencies in shopping cart or in-game customer service capabilities. Agile Customer Care Delivers High Return on Investment.

ROI 40

ROI Report Self Service Customer Service 40

CSM Magazine

AUGUST 18, 2022

DevOps teams can now speed up and validate Amazon Connect cloud contact center migrations with comprehensive end-to-end WebRTC testing capabilities from Hammer. John D’Anna concluded: Amazon Connect has become one of AWS’s fastest growing services to date.

Connections 10

Connections Self Service Contact Center Return on Investment 10

LiveChat

JANUARY 20, 2017

For comparison, the Internet went global in the early 90s and before the 20th century ended, high-tech companies like Microsoft and Oracle became major players within the industry, providing contact centers with everything from CRM software to cloud-based solutions. Trend #2: Self-service. That’s about 10 years.

Self Service 28

Self Service Trends Customer Service Customer Experience 28

Natalie Petouhof

FEBRUARY 9, 2016

In addition, when agile customer care is implemented, it is often so simple that customer service agents don’t need training. Agents are one, if not the most expensive re-occuring expense in a contact center. The use of the software is very intuitive. DrNatalie, VP and Principal Analyst, Constellation Research.

Customer Care 40

Customer Care ROI Training Report 40

Pointillist

NOVEMBER 18, 2021

There’s now more pressure than ever to digitize product experiences and create efficient, intuitive digital self-service opportunities for consumers. Customer journeys take the guesswork out of understanding the impact and return on investment on digital product initiatives. Upgrade Your Digital Product Measurement.

Customer Journeys 45

Customer Journeys Self Service Customer Experience How To 45

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Talkdesk

SEPTEMBER 18, 2020

Global contact centers and customer experience (CX) leaders are looking for solutions that act as a catalyst in the remote working environment, so their agents are more empowered to provide the services and support that customers need right now. Prepare a list of desired outcomes and work accordingly to achieve them.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

Cyara

FEBRUARY 20, 2024

This results in lower operational costs, improved efficiencies, a greater return on investment (ROI) and enhanced experiences for your employees and customers. However, through Cyara’s automated testing, you can conduct a higher volume of more comprehensive testing in a much shorter time period.

Chatbots 76

Chatbots Self Service ROI Return on Investment 76

CSM Magazine

APRIL 12, 2023

Enterprise-grade workforce management capabilities, including smarter, faster scheduling to manage service complexities, at scale. Customers access leading agent self-service tools, like Self-Scheduling, that maximize team morale and day-to-day efficiency. About Calabrio Calabrio is a trusted ally to leading brands.

Self Service 52

Self Service Contact Center Return on Investment Analytics 52

Comm100

NOVEMBER 13, 2022

Generates substantial ROI through lower service costs. The next benefit of chatbots that we’ll look at is the excellent return on investment. By handling the majority of queries, support agents can be deployed on other tasks. .” – Denny Michaud, Customer Relations Manager at Canadian Blood Services.

Chatbots 130

Chatbots Software Self Service Wait Times 130

NobelBiz

MAY 25, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz The Importance of Customer Data in Call Centers Customer Data Platform (CDP) software allows contact centers (and other business models, for that matter) to pull in customer data from any channel, system, or data stream to build a unified customer profile.

Call Center 98

Call Center Software Data Contact Center 98

Comm100

FEBRUARY 20, 2018

What decision makers really want to know is: Is investing in a Chatbot worth it, and how much money can Chatbots actually save? This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. Why Chatbots?

Chatbots 125

Chatbots Self Service ROI Contact Center 125

Pointillist

MARCH 1, 2019

Discover Cross-Channel Customer Service Journeys to Understand Where Calls Originate From Customer behaviors vary across different channels. Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

Discover Cross-Channel Customer Service Journeys to Understand Where Calls Originate From Customer behaviors vary across different channels. Contact centers today have data to determine the aggregate customer movement but not the insight into customer journeys across channels.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

GlowTouch

JANUARY 15, 2021

If the issue is complex and technical, something they really can’t do themselves, then they’ll call your customer service team and be grateful for the help. If it’s something simple that they could do if they just knew how, they’d much prefer self-service. hubspot.com – Customer Self-Service.

Tools 52

Tools Self Service CRM Infographics 52

Eptica

JULY 13, 2016

It also has to make it simple to add new channels as needs change – this maximizes efficiency and allows re-use of resources within the organization, increasing return on investment. By making agents more productive they can handle more interactions per hour, bringing down costs. Share this page on: Tweet.

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 48

Kustomer

JULY 15, 2021

You can also listen and subscribe to our podcast here: Full Episode Transcript: Upgrade Your Contact Center Using AI with Darryl Addington. You’re listening to the Customer Service Secrets Podcast by Kustomer. | How Great Companies Master Modern Customer Experiences with Drew Chamberlain” on Spreaker. TRANSCRIPT.

Company 98

Company Chatbots Multi-Channel Social Media 98

eGain Blogs

MAY 18, 2022

If you look at Gartner, they’re saying if you actually put the ability for citizens to interact on a website to find their own answers, that self-service technology fails to deliver about 90% of the time. 128 000 contact center staff. They serve 25 million users via self-service every year.

Self Service 90

Self Service Government Case Study ROI 90

Tricia Morris

AUGUST 21, 2015

Five Steps to Greater Customer Loyalty : analyze customer behavior with special attention to self-service options available and how and when customers use them; improve self-service, with a broader view than just IVR; integrate all channels; create better links between live and self-service; track satisfaction and evolve based on the results.

CRM 40

CRM Customer Focused Self Service Conference 40