ShepHyken

MAY 5, 2017

I think a great self-service option is key for everyone. adults surveyed expect to get an answer via self-service. Whether filling out an application for a loan or troubleshooting a technical problem, self-service functionality gives users more control and faster results. Shep Hyken.

Self service 203

Self service APIs Surveys Analytics 203

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. It works by leveraging self-learning artificial intelligence technologies to model customer language and dialogue interactions. Don’t believe me?

Enterprise 76

Enterprise Chatbots SaaS Self service 76

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. self-service. Self-service. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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. So, today people prefer self-serve as their first choice. Bringing Call Centers Into the Modern Age.

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

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. So, today people prefer self-serve as their first choice. Bringing Call Centers Into the Modern Age.

Contact Center 40

Contact Center Self service Call Center Analytics 40

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. According to a recent PWC survey, customers value : Speed. Friendly service. Research from Genesys says the use of chatbots has doubled since 2017.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Fonolo

SEPTEMBER 4, 2019

A new survey from Call Centre Helper confirms that the reign of 80/20 continues, but there is more to the story. The report surveyed over 250 contact centers, asking questions about how companies are delivering customer service over voice, email, chat, and social media. Optimize Your Self-Service Channels.

Service level 57

Service level Surveys Abandon rate Call Center 57

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

TechSee

JANUARY 18, 2018

billion active units in 2017, representing 63% of 8.4 The service has become the focus of many market segments, providing a clear ROI in multiple service categories. 75% chose self-service as the preferred method of device installation. Consumers want mobile visual guidance for self-installation support.

Customer Service 95

Customer Service Self service Technical Support Surveys 95

TechSee

APRIL 24, 2018

Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. According to a recent TechSee survey , complexity is a real barrier to DIY-ers. Not all unboxers are created equal. The future of unboxing is powered by AI / AR.

Self service 116

Self service Call Center Surveys Customer emotions 116

Aspect

JULY 11, 2018

In the 2 nd annual Aspect Agent Experience Index survey , 64 percent of all agents said they’re happy in their work. However, 75 percent of self-professed engaged agents said they were satisfied in their jobs, an 11-point difference. In this year’s survey, working in an environment they feel respected rose to the top of the list.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

Verint

SEPTEMBER 13, 2017

However, in the digital, multichannel customer engagement world of today, the evolving and more astute customer base has higher expectations, as well as a strong desire to do things themselves via self-service applications. 1 Ovum, The Advancement of Self-Service Solutions in Customer Engagement , April 2017.

Self service 26

Self service Multichannel Management Enterprise 26

CSM Magazine

OCTOBER 27, 2022

Rob Crutchington at Encoded , discusses the rise of self-service payments and why it is time to take another look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions, boost agent performance and improve the customer experience (CX). Cash is no longer King.

Interactive Voice Response 52

Interactive Voice Response Self service Morale Finance 52

Kayako

JANUARY 5, 2017

These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. What goes into good self-service? Seven Help Centers we love.

Omni-channel support 38

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

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. CSAT surveys help measure customer contentedness before, during, and after those interactions. . Download the free ebook. What is NPS and how is it calculated?

Self service 105

Self service Abandon rate Customer effort Contact Center 105

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology.

Marketing 111

Marketing Wireless Entertainment Self service 111

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

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. DMG Surveys. I would like to participate in future DMG Surveys. Your Customers Deserve a Better IVR (whitepaper).

Interactive Voice Response 48

Interactive Voice Response Self service Consulting Consulting 48

Fonolo

JANUARY 31, 2018

This is the latest in their “Inner Circle” series which is based on industry surveys. Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) About: This report presents the results from an online study, conducted in the Fall of 2017. About: We are huge fans of ContactBabel.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

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

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

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

HGS

OCTOBER 3, 2017

In addition, as you develop a performance baseline, you can leverage patient experience surveys to use actionable data to make targeted improvements. Wed, 10/04/2017 - 11:16. Phase 2: Build on Your Success One goal of value-based care is keeping patients in your health system, but out of the hospital. Contact Center. Healthcare.

Contact Center 100

Contact Center Healthcare Business Process Outsourcing Self service 100

ProProfs Blog

AUGUST 28, 2020

In 2017, a flight attendant was accused of dragging off a passenger onboard due to overbooking. That’s why in the following section below, we aim to check out some of those expectations and suggestions on how to meet & exceed customer expectations while creating an awesome service experience. ‘Fast’ Service.

Self service 157

Self service Feedback Airlines Metrics 157

VocalCom

JUNE 17, 2019

According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise. They get 24/7 customer service. Since many companies are unable to provide human support around the clock, chatbots are the perfect representatives when customers need help outside of service hours.

Chatbots 48

Chatbots Contact center software Self service Banking 48

NICE inContact

AUGUST 16, 2019

But steep competition, plus the dozens of service channels available, means customer service leaders must continuously monitor and improve customer experience, strengthening contact center operations to meet the speed, personalization and convenience consumers desire. For example, preference for online chat is climbing.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

24-7 InTouch

OCTOBER 21, 2021

In a survey performed by Mckinsey & Company , executives from across the globe indicated that at least 80% of their customer care interactions are digital in nature, which was not the case prior to the pandemic. . What Does this Trend Towards Digital Investment Mean? Where to Next? The digital transformation trend is here to stay.

call center association 52

call center association Call Center Interactive Voice Response Customer Care 52

Eptica

MARCH 21, 2019

The research has two strands; first, we surveyed 1,000 consumers on their attitudes and expectations around trust; second, we conducted real-world research that tested the ability of 50 leading UK brands to provide fast, consistent and accurate answers on the key channels of the web, social media, email and chat. Share this page on: Tweet.

Multichannel 80

Multichannel Banking Self service Surveys 80

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. This is listed by 34% of U.S.

Call Center 85

Call Center Airlines Contact Center Self service 85

NICE inContact

AUGUST 16, 2019

But steep competition, plus the dozens of service channels available, means customer service leaders must continuously monitor and improve customer experience, strengthening contact center operations to meet the speed, personalization and convenience consumers desire. For example, preference for online chat is climbing.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

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

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. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty. Share this page on: Tweet.

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

Aspect

FEBRUARY 12, 2018

While the two aren’t mutually exclusive – although many low-cost companies have suffered their fair share of complaints about service lately, such as Ryanair – their huge global study of Net Promoter Scores did show that four in five people are willing to pay more for a better customer experience. But why is this?

Self service 51

Self service Customer Care Surveys Customer Experience 51

VHT

OCTOBER 11, 2018

And it’s very common for people to jump from self-service to the contact center. In fact, a 2017 inContact study found that 67% of self-service users want to work with an agent, especially if the call is urgent or sensitive. So they’ll expect immediate gratification any time they contact you.

Best practices 48

Best practices Contact Center Self service Entertainment 48

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. As part of the Magic Quadrant, Gartner spoke in-depth to vendors, carried out over 150 online surveys and conducted 50 telephone interviews with vendors' reference customers.

Customer Experience 48

Customer Experience Self service Best practices CRM 48

Revation Systems

JUNE 18, 2018

Chatbots in particular are gaining popularity with consumers as more encounter them and recognize their ability to meet shifting expectations for instantaneous communication — solving problems and providing access to service at all times. Chatbots also benefit more than just consumers. Round-the-clock Real-time Support.

Chatbots 48

Chatbots Customer Experience Self service Surveys 48