NICE inContact

DECEMBER 3, 2018

The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

Call Experts

FEBRUARY 19, 2020

Self-Service Tools. The more customers respond to your self-service tools, the fewer people hours you have to fulfill. Also, self-service tools like portals and live chat often have metrics and dashboards built for your company to understand the experience. Key 2020 Trends: Cloud Contact Centers.

Customer Experience 80

Customer Experience Journey mapping Interactive Voice Response Self service 80

Vonage

JANUARY 30, 2019

Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. Contact centres are a case in point. We know cloud contact centres enable both virtual and home-based resource models.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Enghouse Interactive

DECEMBER 5, 2018

2018 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. The following blog takes a look at the contact centre and what we can expect to see in 2019. of all contact centre inbound interactions. Cloud contact centre adoption rates will continue to grow.

Coaching 65

Coaching Analytics Cloud contact Self service 65

Talkdesk

JANUARY 22, 2019

2018 was a big year for Talkdesk, and so far, the new year promises to be even better. 2019 has brought news that Talkdesk is a finalist in the 2019 Stevie® Awards for Sales & Customer Service in the Innovation in Customer Service – Computer Industries category.

Sales 51

Sales Customer Service Cloud contact Self service 51

Fonolo

AUGUST 21, 2019

contact center seats. 7000 new logos added in 2018. The images below are from Avaya’s investor presentation in December of 2018. Optimize Your Self-Service Channels. Because no other company has the scale: Annual revenue close to $3B. 130,000 customers. 140M unified communication lines. 90% of the Fortune 100.

Healthcare 84

Healthcare Call Center Enterprise Contact Center 84

Aspect

MAY 10, 2018

Our continuing focus on transforming our clients’ customer service strategies, harnessing the power of cloud to deliver innovations in automated self-service and true omni-channel interaction, has secured our position firmly among the most successful projects in the country.

Chatbots 89

Chatbots Self service Technology Enterprise 89

NICE inContact

DECEMBER 21, 2018

But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. It means finding a cloud contact center solution that allows you to lower labor costs while actually accelerating time to resolution and enhancing the customer experience.

Cloud contact 48

Cloud contact Contact Center contact center solutions Self service 48

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

Fonolo

MAY 22, 2019

In addition to today’s batch of four reports, please check out our new re-issued report on managing call spikes in the contact center. Ventana’s Value Index for Cloud Contact Centers (2018). Gartner’s Magic Quadrant for CCaaS (2018). Who wrote it: Ventana Research. Where to get it: Here. Who wrote it: Gartner.

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

NICE inContact

MARCH 5, 2019

The baseline: Customers expect omnichannel choices in our contact centres. Self-service and mobile app use are both rapidly on the rise? Three out of four customers will leave over bad service? 89% of customer are willing to buy more from a company delivering exceptional service?

Benchmark 67

Benchmark Chatbots Self service Customer Experience 67

NobelBiz

MAY 25, 2023

According to ResearchAndMarkets , 2018, the CDP market was valued at $2.4 By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service. Since then, the CDP market has grown rapidly. billion and is expected to grow from USD 4.8

call center software 98

call center software Call Center APIs Contact Center 98

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

teleopti

JANUARY 7, 2019

Customers retrieve all the information they need quickly while organizations have the intelligence they require to direct customers to the correct place within their self-service function to complete the final purchase.

Customer Service 49

Customer Service Contact Center Technical Support Self service 49

Fonolo

NOVEMBER 17, 2020

Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176