Talkdesk

JUNE 14, 2016

Good to see you, customer experience innovator. For you newbies, Talkdesk’s Customer Experience Weekly series explores all things customer experience. This week, we’re looking into self-service. This post is a great primer on the concept of self-service. Shep Hyken || Forbes.

Self service 40

Self service Customer Experience contact center solutions Contact Center 40

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. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. Customers expect support to be available 24/7.

Customer Support 56

Customer Support Self service Consulting Consulting 56

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs.

Self service 51

Self service Multichannel Contact Center Feedback 51

Solvvy

OCTOBER 29, 2019

A study from Aspect found that 65 percent of respondents said they felt good when they could resolve an issue independently without contacting customer support —and that number jumped to 70 percent among Millennials. (In But more often than not, the customer experience is exasperating, not empowering. .

Self service 48

Self service Chatbots Customer Support Surveys 48

ShepHyken

JANUARY 2, 2017

When you checked in, did you use a self-service option—like the airline’s website, app, or airport kiosk—to check your bags, choose your seat, and print out your boarding pass? If you’re like most people, you used the self-service option. My Comment: This article had me a the title: “Kick Ass Customer Service.”

Customer Service 192

Customer Service Self service Feedback Customer Care 192

Babelforce

MARCH 9, 2022

But despite this growing movement to the cloud some contact centers are still running on legacy on-premises software that stunts the customer experience. Let’s explore some important reasons why the cloud is a customer experience optimizer. How can the cloud improve customer experience?

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

Mindtouch

MAY 13, 2016

Ok, so Gainsight might produce the software that others use to listen in, but that doesn’t mean they don’t track their own customer’s heartbeat as well. You can read more about the Subscription Economy here to understand how it has given the power back to the customer, forcing companies to evolve their approach toward serving them.

Self service 48

Self service SaaS Sales Best practices 48

aircall

DECEMBER 19, 2016

With every customer service champion, we’ll look at what they can teach us about improving our own customer service, and cultivating our own customers’ happiness. Best customer service companies of 2016: all-star division. Ranking high is far from a novel experience for these companies.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Comm100

JANUARY 14, 2016

In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Self-Service Tools – Good for Everyone. billion PC users.)

Customer Service 0

Customer Service Self service Advertising Airlines 0

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. more than others, and video subscribers by 13.9%

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Talkdesk’s inaugural summit was jam-packed with valuable insights on the future of the customer experience. Empathy is the heart of the most successful customer experiences. Employees are the determining factors for the customer experience.

Customer centricity 40

Customer centricity Airlines Metrics Self service 40

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. Published on: November 22, 2017.

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

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. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

The Petrova Experience

JUNE 22, 2021

In 2021, Major players like Oppenheimer, TD Bank , and almost every big insurance company on the S&P 500 offer the client experience of the 80s or 90s. Because they have incomplete digital customer experience strategy. What is Digital Customer Experience Strategy? And no real impact on client experience.

Customer Experience 59

Customer Experience Banking Government Healthcare 59

ijgolding

MARCH 22, 2017

This has forced the businesses to provide differentiation at various touch points of customer journey, especially customer support. In recent years, providing great customer experience has become the most important thing for businesses. The cost of bad experience is around $ 80.00 billion in USA and $ 300.00

Customer Experience 81

Customer Experience Interactive Voice Response Contact Center Contact center software 81

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. 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.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. Published on: March 14, 2018.

Banking 49

Banking Customer Experience Multichannel Government 49

Avaya

OCTOBER 7, 2016

Despite playing such a crucial role in customer engagement, contact centers don’t always get the attention they deserve. Customer experience today is often discussed in a marketing or branding context—through the events and promotions driven by marketing as well as spaces and packages defined by branding.

Contact Center 81

Contact Center Customer Experience Self service Best practices 81

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. Customer experience continues down a path of rapidly advancing technology with trends pointing to a virtual experience.

Omni-channel support 72

Omni-channel support virtual call center Customer Experience Virtual Agent 72

Avaya

JUNE 7, 2016

The problem that we identified is that in this mobile-centric, 24X7-access-to-everything, gadget-crazy digital world, there is a huge problem for companies to be able to communications enable any customer experience now , not seven months from now. The platform we created for business communications innovation is Avaya Breeze ™.

Self service 40

Self service Analytics Contact Center Marketing 40

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 140

Call Center Technology outsourcing Self service 140

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers.

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

Kayako

APRIL 12, 2022

An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties. Customer satisfaction directly impacts the bottom line, too, as 84% of companies that work to improve their customer experience report an increase in their revenue. Increased customer satisfaction.

Customer Service 114

Customer Service Self service Education Technical Support 114

Avaya

OCTOBER 27, 2016

Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Here are some of the key findings : The index shows a four-point decrease in customer satisfaction from 2015 to 2016, sliding to the lowest score in the nine-year history of the report.

Customer Experience 69

Customer Experience Contact Center Interactive Voice Response Self service 69

Eptica

MARCH 31, 2017

Date: Friday, March 31, 2017 5 key findings on the state of UK retail customer experience. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. The experience that retailers offer across digital channels is now crucial to winning and retaining customers.

Customer Experience 49

Customer Experience Surveys Self service Service level 49

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

Customer Experience 51

Customer Experience Customer centricity Self service Marketing 51

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. This means that retailers need to focus on ensuring that they provide all the information a customer needs online to quickly make a buying decision, whatever device they are using.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Callminer

DECEMBER 17, 2019

.” – Shauna Geraghty, 10 Customer Service Statistics for Call Center Supervisors , Talkdesk; Twitter: @talkdesk. A survey of global contact center industry leaders carried out from November to December 2016 found that some 66 percent of their organizations were located in the U.S.” ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Mindtouch

MAY 18, 2016

Manager of Go to Market at Whirlpool during the 2016 SAP SAPPHIRENOW conference. In this exclusive video interview, you will hear Whirlpool’s customer-first approach to engaging buyers across all three phases of the customer journey. See how Whirlpool’s product portal is revolutionizing the customer journey.

Customer Experience 63

Customer Experience Self service CRM Call Center 63

Contact Center Pipeline

JUNE 2, 2016

Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us poolside. Enter Summer2016 in the coupon code during checkout and receive 50% off your digital or print subscription. Here is what you’ll find in our June issue: FEATURE ARTICLES Upgrade the […].

Contact Center 100

Contact Center Self service Analytics Call Center 100

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

Customer Experience 40

Customer Experience Customer centricity Self service Marketing 40

TechSee

MAY 1, 2018

Utilities recognize that in the short-term, investment in AI can deliver the highest ROI in terms of improving speed and efficiency, enabling better data processing and analytics, and enhancing the customer experience (CX). According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Analytics 132

Analytics Call Center Chatbots Self service 132

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

Chatbots 78

Chatbots Multichannel Self service Contact Center 78

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? Share this page on: Tweet.

Contact Center 71

Contact Center Multichannel Self service Surveys 71