ShepHyken

JANUARY 27, 2017

Although not at the level of Amazon’s Alexa or Apple’s Siri, chatbots will reduce your customer service team’s workload while still providing excellent frontline support. In 2016, major companies had some very public blunders due to customers sharing their bad customer service experience on social media. Real-Time Support.

Technology 250

Technology Customer Service Management CRM 250

CCNG

OCTOBER 19, 2022

Forrester, 2016) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors. Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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 139

Call Center Technology outsourcing Self service 139

Mindtouch

OCTOBER 14, 2016

I am one of the 2016 ‘Top 200 Recognized Content Strategists’!#CXmatters The post Announcing the Top 200 Recognized Content Strategists for 2016 appeared first on MindTouch Blog. CXmatters @MindTouch Click To Tweet. Check here to see if you made the cut and get your badge !

Consulting 91

Consulting Consulting Engineering Construction 91

Aspect

AUGUST 30, 2018

Zwar gibt es auch Vorbehalte, aber die möglichen Chancen sind besonders im Bereich des Kundenservice greifbar: Im Contact Center sorgt KI dafür, dass Kunden über Self-Service Kanäle kommunizieren können. Self-Service Technologien machen das möglich und vermeiden darüber hinaus lange Wartezeiten.

Self service 54

Self service Interactive Voice Response Chatbots Contact Center 54

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. Amazon consistently tops the polls when it comes to great customer service. SpotifyCares.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Vonage

DECEMBER 7, 2015

Visibility and accessibility are key to establishing omni-channel service. Likewise, emerging customer contact channels — video, SMS, self-service portals, and mobile apps — should be a part of your tracking and service strategy rather than just traditional phone and email channels.

Self service 54

Self service Customer Service Sales Management 54

AWS Machine Learning

MARCH 31, 2023

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 They consistently see 90% of the QnABot traffic routing through the self-service option on the website.

Virtual Agent 78

Virtual Agent Self service Transportation Customer Experience 78

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

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

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

Mindtouch

MAY 13, 2016

At the ‘Pulse’ Conference 2016 , hosted by Gainsight and sponsored by all the big wigs in the industry, the conversation is all about how to keep an accurate reading of your bloodline’s, aka, your customer’s, pulse. Ari Hoffman: We are here at Pulse 2016 hosted by Gainsight. This event was truly incredible. Transcript of Interview.

Self service 48

Self service SaaS Sales Best practices 48

Peter Lavers

JUNE 26, 2017

Today, your competition isn’t just with other businesses, it is also with the increasing capability of digital channels for people to self-service and shop. His first book was The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business , was released February, 2016.

Customer Experience 230

Customer Experience Coaching Self service Management 230

TechSee

MAY 1, 2018

According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M. The global smart lighting market grew even more – 81% between Q2 2016 and Q2 2017 to $101.2M. The smart home market is in a stage of hyper growth, driven in part by the consumer-driven demand for smart energy management.

Analytics 132

Analytics Call Center Chatbots Self service 132

Talkdesk

JUNE 14, 2016

This week, we’re looking into self-service. Self-service is exactly what it sounds like: It’s when customers help themselves, rather than engaging with a company representative. Here are a few insights we found from around the web on self-service: Self-Service Revolution Ignites the Customer Experience.

Self service 40

Self service Customer Experience contact center solutions Contact Center 40

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. These days, consumers expect easy access to customer service in every way possible.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Solvvy

OCTOBER 29, 2019

In fact, in 2016, 38 percent of respondents felt so negative about contacting customer support that they said they’d rather clean a toilet than make a call!). So rather than let your customers struggle, how do you build a self-service experience that will help them quickly accomplish their goals?

Self service 48

Self service Chatbots Customer Support Surveys 48

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. Published in Provide Support Blog , 2016. Read more. © 2003 - 2015 Provide Support LLC. Permalink | No comment.

Self service 77

Self service Customer Support Customer Service 77

Fonolo

JUNE 19, 2019

The poster child for CPaaS is of course Twilio, the Silicon Valley unicorn that went public in 2016. Optimize Your Self-Service Channels. Then Microsoft bought it, removed the P2P aspect, and made it a component of their enterprise communication suite. Now it’s about as edgy as a Swingline stapler. What is a CPaaS Company?

voip 113

voip Airlines Call Center Self service 113

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. This can mean humanizing experiences by promoting conversation, as was the subject of “The Lost Art of Conversation” session, providing a self-service option as discussed in the “Debate” session, or providing real-time service as discussed in the “The Rise of the Customer-Centric Company” session.

Customer centricity 40

Customer centricity Airlines Metrics Self service 40

SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. The post Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service appeared first on SmartAction.

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

TechSee

MAY 15, 2018

This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology. In the TechUK’s 2017 State of the Connected Home report, 49% of consumers reported that they want to self-service their devices, and 39% prefer to install their devices themselves without the assistance of the supplier.

Marketing 111

Marketing Wireless Entertainment Self service 111

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Have you got a centralized, self-learning knowledge base that spans multiple channels, and can provide the information a chatbot needs to respond? Share this page on: Tweet.

Chatbots 78

Chatbots Multichannel Self service Contact Center 78

Kayako

APRIL 12, 2022

Increasing NameCheap’s agent productivity through a self-service knowledge base. Namecheap is a leading domain registrar and technology company that offers domain registration, hosting packages, and related services. Kayako Benefits for Namecheap: Improved self-service knowledge base. Discover Kayako Single View.

Customer Service 114

Customer Service Self service Education Technical Support 114

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? Reading through the results, six key conclusions stand out: 1.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

TechSee

JUNE 5, 2018

trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. For example, while CSPs are eager to increase the usage of their self service apps, adoption has been relatively low (estimated as below 30%). 2 Co-browsing and Visual Support.

Chatbots 116

Chatbots Self service Technology Surveys 116

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

Self service 40

Self service Contact Center Analytics Marketing 40

Eptica

SEPTEMBER 12, 2016

Date: Wednesday, September 14, 2016 Getting ready for Christmas – 5 areas for retailers to focus on. Published on: September 14, 2016. If you have web self-service in place ensure your knowledge base is up to date, and make sure that the information customers want to access is clearly displayed on your website.

Self service 76

Self service Contact Center Customer Service Customer Experience 76

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. Use self-service and automation intelligently Companies face a huge volume of queries, particularly on digital channels. Here are some tips on how this can be achieved: 1.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. For example, if you receive a large number of urgent requests that are neither complex nor emotionally important , you can aim to deflect these to self-service systems that can give answers 24 hours a day.

Customer Service 71

Customer Service Multichannel Self service Contact Center 71

Natalie Petouhof

DECEMBER 1, 2015

Microsoft’s customer engagement solution, Dynamics CRM 2016, will be available worldwide. In addition, Dynamics CRM 2016 is also delivering significant enhancements in productivity, mobility and customer service: Productivity – Capabilities in CRM 2016 are seamlessly embedded into productivity tools, including Office 365.

CRM 56

CRM Analytics Sales Self service 56

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

JUNE 29, 2017

Despite recent strides taken to improve customer service in the airline industry, it remains to be seen whether these efforts will be great enough to stem the tide of such a historically poor reputation. But with summer in full swing, we should find out soon enough.

Airlines 79

Airlines Interactive Voice Response Customer Service Self service 79

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Look at channels such as self-service and chat to give instant answers, ensuring that time-poor consumers don’t have to wait for a response to their email or social media messages.

Multichannel 72

Multichannel Self service Personalization Customer Experience 72

Avaya

JUNE 17, 2016

The other winner joined us from The Standard and highlighted his ability to reduce five Avaya solutions to just two, creating applications with self-service, omnichannel communications. The post Avaya Breeze™ Proven to be a Breeze for Developers at IAUG 2016 appeared first on Avaya Connected Blog. Both apps were excellent.

Self service 40

Self service Marketing Management 40

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Author: Pauline Ashenden When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service.

Enterprise 65

Enterprise Customer Service Multichannel Self service 65

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Looking further ahead, Forrester sees products themselves containing self-service capabilities to automatically provide information to users.

Customer Service 49

Customer Service Self service CRM Contact Center 49