ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Service leaders have been forced to provide self-service channels, mitigate risk with pro-active initiatives, and consistently channel customers into more cost-effective mediums.

Wireless 189

Wireless Banking Analytics Call Center 189

ShepHyken

NOVEMBER 4, 2022

From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. . In India alone, the IT BPO industry generated around $154 million in revenue in 2017-2018, according to Brandongaille. . Self-Service for Timeless Customer Support .

Customer Experience 166

Customer Experience Scripts Self service outsourcing 166

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). 2017 Top 124. Alex Toussaint , VP Product Management – Einstein Analytics, Salesforce — @alextoussaint — [link]. The post TOP 124 Salesforce Influencers of 2017 appeared first on MindTouch Blog.

Consulting 91

Consulting Consulting Engineering CRM 91

PeopleMetrics

FEBRUARY 27, 2025

This was true in 2017 when I wrote Listen or Die and is still true in 2025. Text Analytics for Deeper Insights AI-powered natural language processing (NLP) can quickly analyze open-ended survey responses at scale, identifying common themes, emerging issues, and sentiment shifts. Starting a VoC program can feel overwhelming.

Surveys 62

Surveys Benchmark Wait times Self service 62

TechSee

MAY 1, 2018

Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service. 86% of utilities already use AI in customer engagement applications, call center service and support, or digital marketing platforms, far exceeding AI use in other areas of operation.

Analytics 132

Analytics Call Center Chatbots Self service 132

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. Call analytics. Analytics have always been a big part of operating a successful call center and delivering a great customer experience.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8

Contact Center 48

Contact Center Customer retention Self service Analytics 48

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). self-service. Self-service. consumers are using web self-service more than assisted service. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent are delivering average service and 39.6

Customer Service 104

Customer Service virtual call center Self service Analytics 104

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

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

Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. “In 2016, outsourcing contact centers had a mean turnover rate of 73%, in 2017 it was reported the turnover was only 49%.” Sales Pursuits.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Call Design

FEBRUARY 11, 2021

Other research (Ibrahim, Suan & Karatepe 2017) also finds that team leader support and self-efficacy impact an employee’s work engagement and quitting intentions. Technology has enabled contact centres to deflect simple calls from agents to self-service for years, and this trend continues in the current environment.

Self service 103

Self service Consulting Consulting Sales 103

HGS

FEBRUARY 1, 2017

Melissa: Today’s customer service trends are being driven by customer expectations for really simple and straightforward communication. In many cases, this means self-service tools, although customers also sometimes need to pick up the phone and speak with a person. Wendy: How is this changing BPO services engagements?

Self service 100

Self service Contact Center Journey mapping Virtual Agent 100

DMG Consulting

AUGUST 17, 2017

August 2017. Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help. Self-service.

Contact Center 69

Contact Center Technology Big data Gamification 69

Mindtouch

MARCH 16, 2020

Connecting with Customers from Start to Finish Learn why meeting the demands of today’s customer self-service journey requires next-generation knowledge management. Are your highest-volume cases clustered around low-touch, repeat issues that might otherwise be handled by self-service? Download the free ebook.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. For inbound, analytics is key. So, today people prefer self-serve as their first choice.

Contact Center 40

Contact Center Self service Call Center Analytics 40

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

Eptica

AUGUST 30, 2017

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. Published on: August 30, 2017. In my previous series of blogs I explained the basic AI terms , including bots and chatbots , and the impact they have on CX, and now I want to turn my attention to text analytics. Contraction resolution.

Analytics 50

Analytics Customer Experience Chatbots Best practices 50

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. For inbound, analytics is key. So, today people prefer self-serve as their first choice.

Contact Center 40

Contact Center Self service Call Center Analytics 40

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. That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

ProProfs Blog

AUGUST 19, 2020

However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe. For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? You can use the ProProfs Knowledge Base to create a self-service portal that offers 24/7 instant help.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

DMG Consulting

MARCH 8, 2019

DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% at the end of 2016 (July 2017).

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

DMG Consulting

APRIL 10, 2017

Reality Check: Will Customer Journey Analytics Be the Next CRM? When it comes to enterprise servicing strategies, a new contender seems poised to challenge an old but dependable stalwart. The up-and-comer is customer journey analytics, or CJA, and it’s in the ring with the incumbent, CRM. By Donna Fluss.

CRM 48

CRM Analytics Journey mapping Interactive Voice Response 48

Fonolo

OCTOBER 8, 2019

Back in 2017, The Economist boldly declared that “The world’s most valuable resource is no longer oil, but data.” In one case, speech analytics identified that “true-to-size” information was not communicated about all clothing items in a variety of retail channels. Optimize Your Self-Service Channels.

Big data 92

Big data Call Center Call Logging Contact Center 92

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

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Face and voice recognition.

Technology 122

Technology Customer Service Gamification Contact Center 122

Eptica

MARCH 21, 2019

69% of questions across all channels now receive a satisfactory response, up from 59% in 2017. New techniques such as AI-based text analytics make it easier than ever to analyze conversations on digital channels - but consumers certainly don’t feel that this is happening. On the face of it, the findings paint a positive picture.

Multichannel 80

Multichannel Banking Self service Surveys 80

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. This is particularly true as we move into 2017. Reporting and analytics Companies need to continually enhance and improve the customer experience if they are to retain consumer trust and confidence.

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

Serenova

MARCH 10, 2020

It’s an approach we’ve led by continually building out a unified platform, including quality management through our acquisition of TelStrat in 2017 and, more recently, with workforce management through our acquisition of Loxysoft’s ProScheduler. There’s no question AI-powered chatbots and self service are important—and they’re here to stay.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Eptica

APRIL 12, 2019

Focusing on your people is key While companies are investing heavily in automation , such as through self service and chatbots, they also understand the importance of their people in delivering the experience that consumers expect. However, it also demonstrated that many companies were lagging behind their peers.

Benchmark 76

Benchmark Government Analytics Chatbots 76

Pointillist

NOVEMBER 11, 2019

Measure First Call/Contact Resolution with Journey Analytics As customers increasingly interact with businesses across multiple channels, organizations are shifting to measuring First Contact Resolution instead of First Call Resolution. A retail bank uses Pointillist to track contact resolution across service channels.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Over two-thirds of customers prefer agent assistance over self-service.

Contact Center 54

Contact Center Benchmark Self service APIs 54

Eptica

MAY 24, 2017

Date: Wednesday, May 24, 2017 +7! Published on: May 24, 2017. The functionalities evaluated in this Magic Quadrant include those for knowledge-enabled service resolution, social media/community management and offer management. Also evaluated are interaction assistance tools and service analytics dashboards.

Customer Experience 48

Customer Experience Self service Best practices CRM 48

Solvvy

SEPTEMBER 20, 2022

Chatbots give customers a self-service option that is easy to use and provides accurate information. This reduces the number of tickets customer service teams need to address. Customer service agents working to assist people as quickly as possible may not have the time to capture the details of interactions.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

Hodusoft

MARCH 5, 2025

A study conducted jointly by MasterCard and University of Oxford in 2017 found nearly one-third of people couldn’t make the purchases due to failure to remember their password. E-commerce companies must keep this in mind and offer plenty of self-service options to visitors and customers. Strange but true!

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

DMG Consulting

MARCH 30, 2017

DMG research has shown that both Baby Boomers and Millennials prefer to use self-service solutions to solve an issue, but will interact with a live person when the automated tools are not successful. Your Customers Deserve a Better IVR (whitepaper). By Donna Fluss. Introduction.

Interactive Voice Response 48

Interactive Voice Response Self service Consulting Consulting 48