HGS

SEPTEMBER 6, 2017

This change has been so seismic that many healthcare leaders are looking to other industries—such as banking and retail—to uncover best practices that can be adapted to the healthcare setting. Wed, 09/06/2017 - 12:52. The patients’ preferred modes of communication (landline, mobile phone, text, e-mail, etc.). Contact Center.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

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

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. 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.

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

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. 10 Best Practices for Making Customers Feel Important. Here are 10 best practices to help customers feel more important. . Your brand is a big deal.

Call Center 126

Call Center Best practices call center software CRM 126

Eptica

AUGUST 2, 2017

Date: Wednesday, August 16, 2017 Five ways retailers can improve CX ahead of Peak. Published on: August 16, 2017. Invest now in implementing and optimizing a web self-service system that lets customers ask questions in their own words and get immediate answers – whatever time of day or night it is.

Self service 56

Self service Chatbots Best practices Sales 56

Provide Support

JANUARY 3, 2017

But other platforms such as SMS, social media, live chat and self-service have all seen significant rises in popularity and use. Here’s a breakdown of best practices for successful multichannel customer service:(.). Published in Provide Support Blog , 2017. Read more. © 2003 - 2016 Provide Support LLC. .

Multichannel 50

Multichannel Customer Support Best practices Self service 50

Eptica

AUGUST 2, 2017

Date: Wednesday, August 2, 2017 Transforming customer experience in local authorities. Published on: August 02, 2017. The Government Transformation Strategy (GTS) , published in February 2017, looks at how technology can be used to drive change across the public sector. Speed is key to this. The time to start is now.

Customer Experience 55

Customer Experience Government Self service Best practices 55

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Kayako

NOVEMBER 8, 2017

You’re missing out on the benefits of self-service. FAQs are a form of self-service, and most people, if not all, prefer to resolve their issues than to wait and interact with a customer service rep. The good news is that companies are quickly realizing the benefits of creating self-service content.

Self service 78

Self service Accountability Customer effort Metrics 78

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. CX improvements drive higher revenues or lowers costs Providing service on digital channels, particularly self-service and chat , is cheaper than answering phone calls.

Customer Experience 63

Customer Experience Self service Best practices Metrics 63

Eptica

MAY 24, 2017

Date: Wednesday, May 24, 2017 +7! Published on: May 24, 2017. Also evaluated are interaction assistance tools and service analytics dashboards. Author: Anne-Claire Bellec Categorie(s): News Best Practice What does the award mean for Eptica? Author: Anne-Claire Bellec What does the award mean for Eptica?

Customer Experience 48

Customer Experience Self service Best practices CRM 48

Totango

SEPTEMBER 6, 2017

At Customer Success Summit 2017 , Sam Boonin, VP of Product Strategy at Zendesk, gave a keynote address where he pointed out that “relationships between businesses and consumers are complicated,” because what they want is different. The biggest users of the dashboards were CSMs, who were enormous consumers of usage data.

B2B 84

B2B Customer centricity Education Self service 84

DMG Consulting

MAY 2, 2017

IVR Optimization Improves Service and Reduces Costs. . In many customer service contact centers, the interactive voice response (IVR) system handles approximately 55 to 95 percent of the calls, depending on the vertical and the effectiveness of the system. I would like to receive the monthly DMG Newsletter. By Donna Fluss.

Interactive Voice Response 48

Interactive Voice Response Self service Contact Center Best practices 48

DMG Consulting

JUNE 3, 2017

IVR Optimization Improves Service and Reduces Costs. In many customer service contact centers, the interactive voice response (IVR) system handles approximately 55 to 95 percent of the calls, depending on the vertical and the effectiveness of the system. I would like to receive the monthly DMG Newsletter. By Donna Fluss.

Interactive Voice Response 48

Interactive Voice Response Self service Contact Center Best practices 48

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Author: Vincent Giraud Categorie(s): AI Best Practice Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. Share this page on: Tweet.

Customer Experience 56

Customer Experience Banking Best practices Advertising 56

Eptica

MAY 17, 2017

Date: Wednesday, May 17, 2017 L’Occitane – the benefits of a global approach to digital customer experience. Published on: May 17, 2017. This underpins chat, email and self-service, supported by a centralized knowledgebase. We rolled this out on a country by country basis, learning as we went. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Self service Best practices 51

Nicereply

FEBRUARY 1, 2022

Consider asking their thoughts on how easy it is to reach your support team when needed, or if they find your self-service help area useful. Reviewing feedback shouldn’t only fall to the customer service representative it’s aimed at. Also, make sure your team is up-to-date on security best practices.

Customer Support 97

Customer Support Metrics Feedback Accountability 97

NICE inContact

JANUARY 24, 2018

If one was to choose a subject that emerged as a unifying theme across the contact center market in 2017, it was artificial intelligence (AI). SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). Artificial Intelligence.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Eptica

MAY 25, 2017

Date: Thursday, May 25, 2017 How autonomous customers are driving Asian customer experience. Published on: May 25, 2017. Consumer expectations are continually rising, and much more of the customer journey is now self-directed, across multiple different channels. However, self-service alone is not enough.

Customer Experience 49

Customer Experience Self service Best practices Customer centricity 49

Eptica

OCTOBER 4, 2017

Date: Wednesday, October 4, 2017 National Customer Service Week: The opportunity of Artificial Intelligence. Published on: October 04, 2017. It is a great opportunity to demonstrate how customer service, and customer experience, has grown to become business-critical for organisations, whatever industry sector they are in.

Customer Service 68

Customer Service Contact Center Self service Best practices 68

Eptica

JANUARY 24, 2018

Often that means that certain channels or areas can be overlooked – Eptica research found that while performance on email and web customer service improved between 2016 and 2017 it fell on Twitter and Facebook. You might also be interested in these posts: 5 ways to get your email customer service ready for 2018.

Airlines 49

Airlines Best practices Chatbots Self service 49

Eptica

FEBRUARY 20, 2018

That makes social customer service a major, growing part of every brand’s customer experience. Research from Deloitte estimates that social interactions will rise from 4% to 9% of contact center workload between 2017 and 2019. 5 ways to get your email customer service ready for 2018. Share this page on: Tweet.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

Inbenta

JUNE 30, 2021

Therefore, we’ve decided to list 9 chatbot examples across different verticals and business types to show best practices and simply cases where companies nailed the chatbot project. . Overall, starting a new chatbot project might feel overwhelming. . Chatbot examples in the travel & leisure industry.

Chatbots 105

Chatbots Airlines Healthcare Self service 105

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

NICE inContact

JUNE 28, 2017

New technology can enhance both agent-assisted and self-service interactions. So what trends will have an impact in 2017? In this new report, “Digital Customer Experience Trends, 2017” , Forrester examines how technology is recasting the way customers interact with companies.

Customer Experience 48

Customer Experience Self service Technology Personalization 48

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. However, there are many companies that believe in this principle, but struggle to successfully ‘live it’ in practice, day-in, day-out. Share this page on: Tweet.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

Eptica

AUGUST 30, 2017

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. Published on: August 30, 2017. Once the text analytics process is complete, our bots will then look through the knowledge base for the most relevant answer. Share this page on: Tweet. Five ways retailers can improve CX ahead of Peak.

Analytics 50

Analytics Customer Experience Chatbots Best practices 50

Eptica

JULY 21, 2019

Augmenting your agents In fact, human agents will continue to play a central role in customer service. Gartner believes that while the share of customer service interactions handled by technology will rise (from 49% in 2017 to 85% in 2022), human interactions will not fall by a corresponding proportion.

Customer Service 58

Customer Service Chatbots Best practices Analytics 58

DMG Consulting

AUGUST 2, 2017

In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video. The Omni-Channel Agent Experience.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

ClientSuccess

MAY 8, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. In May 2017, I joined the Icertis Customer Success (CS) Team as their first Customer Success Manager (CSM) and have just completed my second year.

Management 56

Management Technical Support SaaS Metrics 56

TMP Direct

NOVEMBER 25, 2021

In the past decade’s worth of these annual reports, the best performance was reported in 2017, when 55 percent of organizations were found in full compliance. As digital outreach evolves in chat and self-service offerings, TMP is able to keep up and learn these new features as they develop.

industry standards 52

industry standards Government Self service Best practices 52

NICE inContact

JANUARY 17, 2019

Self-service tools are filtering out many of the simpler issues, leaving agents to deal with the more challenging ones. A thought provoking article in the January-February 2017 issue of the Harvard Business Review takes an in depth look at this very quality. Solid Problem Solving Skills. One without the other is not enough.

Contact Center 54

Contact Center Brand ambassadors Morale Self service 54

NICE inContact

OCTOBER 15, 2018

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

LiveChat

JUNE 23, 2017

The public cloud market alone is expected to be worth more than $100 billion in 2017 , according to Statista. You will learn how to generate and nurture leads as well as some of the best practices in SAAS sales. There’s no single best sales model that would suit every company. Follow These Best Practices for SAAS Sales.

SaaS 38

SaaS Sales Best practices Enterprise 38

NICE inContact

NOVEMBER 12, 2019

Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. The main reason for this is that digital channels such as email, chat, mobile apps, text / SMS, and social messaging are ubiquitous today.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54

Creative Virtual

MARCH 21, 2019

This comes on the back of our Queen’s Award for Innovation, that we were honoured to receive in 2017, and which is a five-year award. I couldn’t be more proud of what our team, together with our customers and partners, have achieved. We often get asked how we compare with our competitors, and of course we have a lot to say on the subject!

Chatbots 40

Chatbots Benchmark Self service Best practices 40