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. 3 Co-browsing and AI. 5 Co-browsing between customers.

Chatbots 116

Chatbots Self service Surveys Technology 116

Aspect

DECEMBER 6, 2018

So, when I dove into the results of the 2018 Aspect Consumer Experience Index results, our 4 th annual, I wanted to see what has changed or has not changed in the past several years we’ve conducted the survey. Here is what we found: Consumer-reported contact with customer service is down.

Surveys 56

Surveys Customer Service Self service Contact Center 56

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

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

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

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. It found that you need to deliver high levels of service on all channels if you want to win and retain customers. 47% said they were willing to pay more for better customer service.

Multichannel 75

Multichannel Customer Service Self service Surveys 75

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

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

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

Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. Using Salesforce CTI to connect customer data to the sales and service experience.

Self service 69

Self service Contact Center Surveys Sales 69

ProProfs Blog

JANUARY 23, 2020

Motista collected gathered data between 2016 and 2018 and came out with a report ‘Leveraging the Value of Emotional Connection for Retailers’. Offer Instant Gratification Through Self-Service. Improve Your Brand by Conducting Regular Surveys. Simple – by conducting regular customer surveys.

Customer retention 144

Customer retention Marketing Surveys Customer emotions 144

Answer Dash

JUNE 12, 2018

Based on a survey of 6723 respondents globally, chosen from third-party panels (not just Salesforce customers), the report presents a picture of how attitudes among both business buyers and consumers have changed since the company last did this research in 2016. AnswerDash can help.

Surveys 61

Surveys Self service Personalization Marketing 61

Aspect

JULY 11, 2018

For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. In the 2 nd annual Aspect Agent Experience Index survey , 64 percent of all agents said they’re happy in their work.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

aircall

JANUARY 24, 2022

In terms of revenue, good customer service counts for a lot. Forbes reports that companies lost up to $75 billion in 2018 because of poor customer service. That figure is up by $13 billion from 2016. That said, 91% of those surveyed said they preferred brands that offer multiple customer service options. .

Call Center 126

Call Center Best practices call center software CRM 126

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Published on: October 21, 2016. Ensure that you use intelligent self-service on your website so that customers can find routine information without needing to pick up the phone, reducing inbound call volume and improving satisfaction.

Multichannel 65

Multichannel Customer Service Self service Contact Center 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

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered. In a nutshell, the findings paint a picture of inconsistency.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016. Average performance becomes the norm?

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Lumoa

JUNE 23, 2021

However, as these contact centers that ran on legacy solutions and on-premise systems grow obsolete while the world hurtles to a cloud-hosted future expedited by the pandemic, the world has been witness to a new phenomenon called contact-center-as-a-service (CCaaS).

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Share this page on: Tweet.

Multichannel 50

Multichannel Wireless Self service Contact Center 50

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. Share this page on: Tweet.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. On both sides of the Atlantic more of the Contact Babel survey sample think live telephony customer service call volumes will reduce rather than increase.

Multichannel 51

Multichannel Customer Service Self service Contact Center 51

Tenfold - Contact Center Blog

AUGUST 3, 2018

trillion in 2016. Another study from Call Centre Helper shares that only 12% of customer service managers focus on responding quickly to customer concerns. One of Forrester’s 2016 surveys shows that 41% of customers expect a response via email within a 6-hour time frame. The US consumer market alone was at $1.5

Best practices 64

Best practices Customer Service Contact center software Self service 64

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 38

Omni-channel support Customer Experience Customer Service Multi-channel support 38

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Provide Support

OCTOBER 7, 2015

Convenience: omni-channel, self-service, mobile. Research by the Corporate Executive Board finds that only 16% of customers are “means-focused”, knowing exactly which customer service channel they prefer to contact a company. It is predicted that by 2016, mobile search will generate 27.8

Customer Service 88

Customer Service Self service First call resolution Feedback 88

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. self-service. Self-service. However, in 2016 Forrester has already reported that.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Amity

DECEMBER 9, 2016

“It provides rich fodder for ServiceRocket to create content around real problems customers are facing that are barriers to doing their jobs—and it feels great to turn one support ticket response into a scalable self-service resource that will help many." Do you send out NPS surveys? (If Winning Headline.

Marketing 109

Marketing SaaS Sales Surveys 109

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Fonolo

FEBRUARY 13, 2018

First, to be clear, I’m not talking about chat- bots , i.e. automated self-service, I’m talking about a conversation with a human agent via some form of text-based channel. 2) Data (Via Surveys) About the Growing Consumer Preference for Chat. between 2015 and 2016.” [ source via here ].

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

NICE inContact

MARCH 10, 2016

This can be done in a variety of ways, including with Customer Satisfaction Surveys that are sent out after a call or chat. Self-Service Usage : Often times, customers can resolve their own issues without needing to get in touch with an agent. Call SLA : A goal based on what % of the calls are answered in X seconds.

Metrics 55

Metrics Call Center Average Handle Time First call resolution 55

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Contact Center 49

Contact Center Call Center Multichannel Self service 49

Eptica

MARCH 31, 2017

Little wonder that 69% of retail CEOs surveyed by PwC said that they were investing in digital customer service technology, helping them deliver the personalised, seamless experience that consumers demand. On average, replies on email, Twitter and Facebook were all delivered in around half the time of 2016.

Customer Experience 49

Customer Experience Surveys Self service Service level 49

Taylor Reach Group

JUNE 11, 2018

Research shows that 74% of customers are using 3 or more channels to access customer service (Ameyo). In fact, 44% of millennials surveyed expect their experience to be consistent across all device. Self Service: 90% of respondents expect brands to offer an online portal for self service (Microsoft).

Contact Center 50

Contact Center Self service Scripts Call Center 50

Aspect

FEBRUARY 7, 2018

The annual Aspect Consumer Experience Index is out but before we dive into the data, I want to take a look at some things going on in the customer service market that will give us a little perspective first. But ignoring customer service trends can be equally devastating. And that is still very true today.

Customer Service 68

Customer Service Interactive Voice Response Surveys Chatbots 68

Noble Systems

JUNE 27, 2019

Outbound IVR can provide personalized messages, administer surveys and other research. Back in 2016, Gartner predicted that with the help of AI and ML, 85% of customer and company relationships will be able to be maintained without human interaction by 2020. Self-service options. Roles and web-based dashboards.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Solvvy

FEBRUARY 5, 2020

When you’ve invested heavily to drive customers to your site, you want to provide the same white-glove service throughout their customer journey, even if they contact you about an issue after a purchase is complete. . Want to deliver Zappos-level customer service? Are you able to easily set up account preferences?

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 64