Fonolo

AUGUST 29, 2018

But if we momentarily dial the sound down, we are rewarded with a) some mental clarity; and b) the sweet, sweet sounds of intelligent, helpful voices who deliver some music-to-our-ears advice on how to survive and thrive in 2018 and beyond. Doing” human interactions well in an increasingly self-service world will set you apart.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Comm100

MARCH 16, 2022

We will also discuss how government can improve customer service while meeting today’s strict security standards, exploring new approaches and tools with real-world examples and best practices. . Chapter 2: The state of customer service in government today. Chapter 3: 4 fundamental citizen customer service expectations.

Government 98

Government Best practices Customer Service Chatbots 98

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs. By Donna Fluss. View this document on the publisher’s website.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). So, what comes next? Digital Transformation.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Eptica

OCTOBER 24, 2018

Date: Wednesday, October 24, 2018 Author: Anne-Claire Bellec - Marketing Director Creating the customer service agents of the future. Published on: October 24, 2018. No wonder that Gartner predicts that AI will disrupt the jobs of one million phone-based customer support agents by 2020. Share this page on: Tweet.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Eptica

FEBRUARY 7, 2018

Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. Published on: February 07, 2018. No wonder that both consumers and companies are turning to online self-service systems. There are six key areas to focus on: 1.

Self service 49

Self service B2C Entertainment Best practices 49

Mindtouch

MARCH 14, 2017

See 2018 Winners. Self-service help materials are the most efficient way to achieve customer success, allowing your customers to onboard, train, support, and learn best practices—at their pace. Know who’s who in the community of Success thought leadership to set the bar high within your organization?

SaaS 77

SaaS Customer advocacy Self service Best practices 77

The Petrova Experience

OCTOBER 8, 2020

Unfortunately, there are not many resources for businesses to get up-to-speed on customer experience strategy and best practices. As far back as 2018, an article explains the difference between Customer Service and Customer Experience on a Federal Government website. Contactless and Self-Service are Here to Stay.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Published on: May 16, 2018. They want a personalized service – and their expectations are continually growing. They want a personalized service – and their expectations are continually growing.

Customer Experience 69

Customer Experience Chatbots Self service Best practices 69

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. This year we also had the opportunity to share our story in The Parliamentary Review as a Best Practice Representative for the technology sector.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Eptica

FEBRUARY 28, 2018

Date: Wednesday, February 28, 2018 Why the future of customer service isn’t just automation. Published on: February 28, 2018. Clearly, this doesn’t mean that automation and technology have no place in customer service. You might also be interested in these posts: 5 tips to transform your social customer service.

Customer Service 62

Customer Service Banking Self service Best practices 62

aircall

JANUARY 24, 2022

While good customer service will help you build revenue, it’s essential that you don’t overlook the impact of poor customer service. 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. Your brand is a big deal.

Call Center 126

Call Center Best practices call center software CRM 126

Eptica

DECEMBER 11, 2019

on average in 2018 to £3.89 Self-service is growing Consumers have more and more queries and want faster answers, particularly to routine requests. No surprise then that 87% of companies now offer some form of self-service, 62% of which is web self - service and 46% account specific.

Customer Service 75

Customer Service Self service Best practices Metrics 75

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

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Published on: December 05, 2018. Categorie(s): Best Practice News The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Published on: October 31, 2018. The good news is that technology can help deliver a more efficient service, while still delivering what citizens want. Share this page on: Tweet.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

Eptica

MARCH 21, 2018

Date: Wednesday, March 21, 2018 Why your approach to knowledge is key to the customer experience. Published on: March 21, 2018. To find out the 2018 Eptica Knowledge Management Study asked consumers about how satisfied they were with the way brands were able to answer their questions, and how this impacted loyalty and engagement.

Customer Experience 55

Customer Experience Best practices Chatbots Self service 55

Talkdesk

FEBRUARY 13, 2020

Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. According to Gartner’s 2018 Best Practices for Implementing Extreme Customer Self-Service Report , by 2022, 85% of customer service interactions will start with self-service, up from 48% today.

Virtual Agent 54

Virtual Agent Customer Experience B2C Self service 54

Kayako

NOVEMBER 8, 2017

Just as I was settling down for bed, I got an email notification from Passion Planner, one of my favorite brands, announcing the launch of their Kickstarter campaign of a brand new planner for 2018. You’re missing out on the benefits of self-service. Building your first FAQ template from scratch.

Self service 78

Self service Accountability Customer effort Metrics 78

Verint

APRIL 26, 2018

The interactions on communities become knowledge threads themselves that subsequent users can then navigate to confirm common situations and find the best answers to their needs. Funnel to the Cloud” example – Consortium for Service Innovation, 2018. if they can interact with other product experts quickly and effectively.

Self service 37

Self service Contact Center Best practices Feedback 37

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

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running. Voice and digital, inbound and outbound, agent assisted and self-service.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

Comm100

FEBRUARY 9, 2018

Knowledge Base Best Practice: Make your main categories and search bar front and center. Knowledge Base Best Practice: Keep your categories, and your design, simple and easy to understand. Knowledge Base Best Practice: Consider splitting your categories by customer type. Example 4: U.S. One such bank is U.S.

Banking 53

Banking Best practices Self service Benchmark 53

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. Published on: December 12, 2018. Look at platforms that are built on techniques such as AI, and have a proven record of delivering innovation. Share this page on: Tweet. Can your customers trust you?

Best practices 65

Best practices Marketing Chatbots Self service 65

DMG Consulting

OCTOBER 4, 2018

Below a list of some of innovation and distinguishing features among the leading KM solutions in the market: A KM methodology like knowledge-centered support (KCS) and other best practices are being embedded within the applications, which help organizations succeed with the solution. Knowledge Management in the Era of AI.

Management 72

Management Virtual Agent Gamification Technical Support 72

Eptica

APRIL 3, 2018

Date: Wednesday, April 4, 2018 The importance of understanding emotion in digital channels. Published on: April 04, 2018. Author: Anne-Claire Bellec Research already shows that consumers want a balance between the human touch and technology when it comes to customer service. Share this page on: Tweet.

Chatbots 49

Chatbots Self service Best practices Surveys 49

Eptica

MAY 9, 2018

Date: Wednesday, May 9, 2018 Author: Pauline Ashenden When times are tough, retailers must prioritize customer experience. Published on: May 09, 2018. Author: Pauline Ashenden The UK retail sector is undergoing unprecedented change, with many long-established high street brands closing or having to cut back their number of stores.

Customer Experience 50

Customer Experience Chatbots Self service Best practices 50

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. Published on: February 21, 2018. You might also be interested in these posts: The 6 key challenges to successful self-service – and how to overcome them. 5 ways to get your email customer service ready for 2018.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. And as more routine interactions are automated through self-service and chatbots , queries are becoming more complex and time-consuming to answer. Share this page on: Tweet. What were the key CX trends in 2017?

Airlines 49

Airlines Best practices Chatbots Self service 49

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. If you would like find out more, please download your copy of our latest Eptica Multichannel Study for the full findings, survey results and more best practice recommendations.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Noble Systems

JANUARY 29, 2019

Power 2018 Insurance Digital Experience Study. While many insurers are falling short, the leaders are establishing best practices for how to build engagement, create personalized digital experiences and deliver consistency across digital components.” Why is this important?

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

NICE inContact

JANUARY 24, 2019

In our 2018 Customer Experience (CX) Transformation Benchmark survey , 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. This same rule applies when people call into your contact center. .

Interactive Voice Response 60

Interactive Voice Response Self service Benchmark Contact Center 60

Expivia

MAY 2, 2021

Find out which contact center AI suits your business best. The Self Service Bot. Although these programs aren’t complicated, they’re definitely a smart and innovative way to handle simple customer service requests. The self-service bot can handle interactions that don’t necessarily need an agent.

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

Expivia

MAY 4, 2021

Find out which contact center AI suits your business best. The Self Service Bot. Although these programs aren’t complicated, they’re definitely a smart and innovative way to handle simple customer service requests. The self-service bot can handle interactions that don’t necessarily need an agent.

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. Satisfied employees are likely to be more engaged, give better service, stay for longer and are generally more productive. Share this page on: Tweet.

Average Handle Time 70

Average Handle Time Best practices Consulting Consulting 70

ChurnZero

JANUARY 4, 2019

So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. In 2019, Customer Success will rely on eliminating fragmentation and allowing people to access content and services seamlessly across all devices.” – Annie Dossey, Content Marketing Manager, Clearbridge. Take a look back here.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73