TechSee

JANUARY 29, 2019

Since 2015, computer vision has become more mature, with image recognition achieving significant improvements thanks to deep learning techniques, and in some fields even surpassing humans in the ability to recognize objects. The call is classified and routed to an agent for prompt service. Rise of Computer Vision.

CRM 164

CRM Personalization Self service Sales 164

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Talkdesk

JANUARY 22, 2015

Because 2015 is the year of the customer. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. Self-service IVR. Party’s over.

Customer centricity 50

Customer centricity Interactive Voice Response Self service call center software 50

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Technology Self service Call Center 116

TechSee

APRIL 2, 2019

A watershed in the field occurred in 2015, when computer vision overtook humans in the ability to recognize objects, a turning point analogous to the day in 1997 when IBM’s Deep Blue chess computer defeated the legendary grandmaster Garry Kasparov. Computer Vision AI Comes of Age.

Contact Center 174

Contact Center Average Handle Time B2C B2B 174

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience.

Customer Service 85

Customer Service Wireless Self service Customer emotions 85

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Here are six areas to focus on: 1.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Share this page on: Tweet.

Multichannel 76

Multichannel Customer Service Banking Self service 76

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Branch Mesenger

JANUARY 15, 2019

We began as a messaging app for hourly workers when we started in 2015, but have changed a lot since then. Branch has become a holistic platform, including schedule flexibility, employee self-service, chat, and financial predictability. Launched Pay. Built an AI Scheduler. Moved to Minnesota. Grown from 2 to 50+ employees.

Self service 84

Self service Enterprise 84

Provide Support

OCTOBER 25, 2016

While there will always be place for phone in customer service, in reality the majority of customers don’t really want to go back to the “good old days” and call you to get their questions answered. © 2003 - 2015 Provide Support LLC. Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

Self service 77

Self service Customer Support Customer Service 77

Eptica

NOVEMBER 4, 2015

Date: Wednesday, November 4, 2015 What’s the best channel for U.S. retail customer service? Published on: November 04, 2015. The 2015 Eptica Retail Customer Experience Study therefore evaluated 500 U.S. So at Eptica we thought it would be a good time to look at how they perform when it comes to the customer experience.

Customer Service 76

Customer Service Multichannel Self service Advertising 76

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. Not every customer wants to come to you for simple queries, they demand to learn and help themselves, so your self-service is expected to be top notch. Gary McGrath , Customer Success Consultant.

Customer Support 63

Customer Support Self service Consulting Consulting 63

Creative Virtual

FEBRUARY 7, 2023

Back in 2013, V-Person technology became the first virtual agent offering to implement personalization – a recognition acknowledged both by the Patricia Seybold Group in their 2014 technology review and by the analysts at Gartner when they named Creative Virtual a 2015 Cool Vendor in Smart Machines.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

bold360 Blog

FEBRUARY 6, 2019

According to Forrester, 68% of B2B buyers in 2017 preferred to research online on their own, up from 53% in 2015. [1]. They can do it using same self-service tools many B2C companies use, including FAQs, product demo videos, user forums, contextual search tools and AI chatbots. So, what’s a B2B company to do?

B2B 82

B2B Personalization B2C Chatbots 82

Eptica

NOVEMBER 18, 2015

Date: Wednesday, November 18, 2015 The state of UK email customer service. Published on: November 18, 2015. Deflect what you can Minimise the number of unnecessary emails you get by ensuring that routine information is available online, such as through web self-service systems.

Customer Service 75

Customer Service Multichannel Transportation Self service 75

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives.

Banking 85

Banking Multichannel Customer Experience Finance 85

Kayako

NOVEMBER 22, 2017

GetFeedback (@GetFeedback) February 3, 2015. As a self-diagnosed busy person, I barely read half the words in any email I’m sent. Self-service is effective and efficient any time of the week. It’s not hard to self-serve when your support portal looks like this. The Kayako ‘self-service’ starter recipe.

Self service 96

Self service Customer Support Best practices Personalization 96

Vonage

FEBRUARY 23, 2017

However, as this statistic illustrates, 60 percent of customers don’t tolerate poor service under any circumstances. According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Consumers expect self-service customer support options.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Those that were 1% below saw sales decrease by 1%.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. Deflect what you can using self-service Many customers don’t have complex questions and just want to find out key information before they make a purchase. Here are three areas to focus on: 1.

Multichannel 74

Multichannel Self service Contact Center Morale 74

Kayako

OCTOBER 27, 2015

Chris Hesselrode (@chesselrode) October 15, 2015. supportmistakes — Tanya Storm (@TanyaStorm) October 15, 2015. You can show that your customer support has been properly planned and well executed, by investing in support, and continuing that investment daily, by consistently updating your self service and responding on social media. “If

Customer Support 91

Customer Support Education Coaching Self service 91

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? Published on: October 26, 2015. They value speed and usability, so it is vital that you provide these – answer emails and social media messages quickly, while ensuring that information can be found online through self-service systems.

Multichannel 88

Multichannel Customer Service Contact Center Self service 88

Eptica

OCTOBER 28, 2015

Date: Wednesday, October 28, 2015 6 ways of delivering successful knowledge management projects. Published on: October 28, 2015. Author: Dharmesh Ghedia In a more and more complex world, consumers are asking an increasing number of questions – and want fast, accurate answers, whatever channel they use to make contact on.

Management 78

Management Multichannel Self service Contact Center 78

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience.

Call Center 85

Call Center Airlines Contact Center Self service 85

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Published on: September 16, 2015. Author: Steve Nattress The spread of digital customer service channels, from email and chat to social media , can provide organizations with significant benefits. Share this page on: Tweet.

Customer Service 76

Customer Service Multichannel Upselling Self service 76

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Kayako

JANUARY 5, 2017

Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. Not every customer wants to come to you for simple queries, they demand to learn and help themselves, so your self-service is expected to be top notch. What goes into good self-service?

Omni-channel support 47

Omni-channel support Customer Experience Customer Service Multi-channel support 47

Fonolo

OCTOBER 18, 2017

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. 78% plan to prioritize web self-service investments over the next two years; 72% say the same for mobile and IVR. Executive Report on Performance & Agents.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Aspect

APRIL 24, 2018

Remarkably, they discovered that all the net employment growth in the United States between 2005 and 2015 could be attributed to alternative forms of employment. The Aspect WFM self-service web user interface empowers agent scheduling flexibility for home-based or remote agents, while ensuring that businesses achieve target service levels.

Contact Center 82

Contact Center outsourcing Self service Service level 82

ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone. What is your instinct in such situations?

Customer Service 144

Customer Service Self service Customer Support Technical Support 144

Provide Support

AUGUST 18, 2015

Recent CX Act research 2015 “ Omni-Channel Customer Care Study ” revealed that there are 3 most important drivers of customer satisfaction. Customers expect contacts to be easiest to handle via online live chat, email or mobile self-service. What if we try to look at this question scientifically? First contact resolution.

Customer Service 89

Customer Service Customer Care Self service Personalization 89

Eptica

NOVEMBER 6, 2015

Date: Friday, November 6, 2015 5 key customer service skills – and how technology can help improve them. Published on: November 06, 2015. Author: Anne-Merete Jensen Recruiting and retaining high quality customer service staff is one of the cornerstones of keeping consumers happy and loyal.

Technology 76

Technology Customer Service Multichannel Self service 76

HGS

MAY 27, 2015

Simple and routine transactions will be automated as more and more customers move to digital and self-service routes. At the same time, complex services requiring that “all-important human touch” will be delivered via voice by specially trained customer service advisors. Wed, 05/27/2015 - 14:41. Customer Service.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Inbenta

JULY 29, 2021

Back in 2015, around 50% of all flight check-ins happened through an agent or at the check-in desk, with 32% of travelers using online check-in (web or app). These include in many cases chatbots, but also other self-service tools like smart FAQ or help centers. Conversational check-ins. Let’s see a couple of examples.

Airlines 88

Airlines Chatbots Upselling Self service 88

Mindtouch

AUGUST 28, 2017

In 2015, a senior vice president at Google wrote: Consumer behavior has changed forever. Today’s battle for hearts, minds, and dollars is won (or lost) in micro-moments—intent-driven moments of decision-making and preference-shaping that occur throughout the entire consumer journey.

Education 91

Education Self service Customer Experience 91