Taylor Reach Group

NOVEMBER 17, 2017

With 2018 around the corner, it’s a great time to discuss current and anticipated trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018. 1) Omnichannel I think that 2018 will be the year the Omnichannel becomes a reality for many customer support centers.

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

Aspect

OCTOBER 3, 2018

As we head into the last quarter of 2018 and start to look at 2019 priorities, cloud-based customer engagement platforms must be a serious consideration for any customer service department looking to provide better experiences and keep pace with mobile, tech-savvy, self-sufficient consumers. Modern Self-Service.

APIs 107

APIs Self service SaaS Enterprise 107

Mindtouch

MARCH 14, 2018

Here are five trends to keep an eye on in 2018, trends that promise to drive both customer experience and call center ROI. Typically, this begins with an solid CRM tool and integrated knowledge base solution that gives agents what they need while handling support cases. Self-service and ticket deflection. We know this.

Call Center 54

Call Center Self service CRM Contact Center 54

Comm100

FEBRUARY 5, 2018

CRM Software. Self Service Software. From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is. What Customer Engagement Software Tools Are There? Live Chat Software.

CRM 68

CRM Marketing Multichannel Self service 68

Avaya

APRIL 1, 2019

Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1]. What are you doing to ensure your contact center is ready to handle this 75% increase in self-service customer interactions while avoiding the scenario previously described?

Self service 46

Self service Interactive Voice Response Contact Center CRM 46

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. CRM/Helpdesk Users | Respondents who use a CRM or Helpdesk software solution (ex. Non-Users | Respondents who do not use a CRM or Helpdesk software solution to manage support team operations. Methodology. Objectives & Obstacles. 3) Hiring employees.

Surveys 54

Surveys Customer Support B2C CRM 54

HGS

APRIL 24, 2018

The NICE inContact study focused on 10 customer experience channels that include solutions ranging from traditional phone support to self-service, email, chat, social media, and more. With the goal of optimized CX insight, start by asking yourself five questions about your service delivery. Wed, 04/25/2018 - 09:55.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

Aspect

DECEMBER 19, 2017

2017 was all about pushing the ideas and innovations of digital disruption into patient engagement, so 2018 should be the year of digital adoption in healthcare. Enter mobile self-service patient engagement solutions. Providers can’t ignore the numbers – missed appointments cost US providers $150 billion a year.

Healthcare 88

Healthcare Self service CRM Technology 88

TechSee

DECEMBER 28, 2020

A Salesforce survey indicates that 77% of service professionals say their company views them as customer advocates, 70% of agents say they’ve received training on how to be empathetic with customers, and 77% of agents say their role is more strategic — up from 71% in 2018. This makes good business sense.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

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. Share this page on: Tweet.

Customer Experience 69

Customer Experience Chatbots Self service Best practices 69

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

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.

Call Center 126

Call Center Best practices call center software CRM 126

ProProfs Blog

JANUARY 23, 2020

Motista collected gathered data between 2016 and 2018 and came out with a report ‘Leveraging the Value of Emotional Connection for Retailers’. Offer Instant Gratification Through Self-Service. How to Create Value for Customers? For the modern-day customer, time is often more valuable than anything else. .

Customer retention 144

Customer retention Marketing Surveys Customer emotions 144

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

3CLogic

APRIL 9, 2020

Digital customer service channels are a convenient, cost-effective option for both businesses and their customers. 73% of customers report that they prefer to handle their simple problems through self-service channels, finding quick answers to their questions while avoiding the hassle of navigating IVRs and waiting to speak to an agent.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

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

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 59

Interactive Voice Response Surveys Customer Experience Self service 59

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

JANUARY 20, 2016

Kate Leggett of Forrester outlines 10 areas for focus in 2016 , with these being 5 that she has shared through a recent blog: 1 Companies will make self-service easier In a 2015 survey, Forrester found that more people used self-service to find information than used the telephone.

Customer Service 49

Customer Service Self service CRM Contact Center 49

Mindtouch

APRIL 19, 2018

There were so many great takeaways from Gainsight’s Pulse 2018 conference on Customer Success. During our Pulse 2018 sessions, we polled attendees with some eye-opening results. Your main websites, in-product, communities, training centers, support channels, your CRM, etc. It starts with a robust self-service platform.

Self service 48

Self service Customer centricity CRM Customer Experience 48

NICE inContact

NOVEMBER 8, 2019

A 2018 Harvard Business Review article points out that plain language has been slow to catch on in the business world. Here are a few steps you can take to communicate clearly and deliver personalized service: Incorporate plain language in your IVR system using a flexible scripting tool. They follow instructions more accurately.

Contact Center 54

Contact Center Personalization Scripts Interactive Voice Response 54

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

3CLogic

JANUARY 24, 2024

With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 Are your agents “swivel-chairing” between your contact center solution, CRM platform, and additional systems? Are they met by long wait times and low-performing agents? Or is the opposite true?

Contact Center 64

Contact Center Virtual Agent Self service Coaching 64

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First call resolution 75

First call resolution Call Center Self service Analytics 75

Insite Managed Solutions

NOVEMBER 9, 2018

As we fly through the fourth quarter, most of us are focused on bringing 2018 to a strong close and preparing for a winning 2019. Things to Accomplish in 2018. Identifying high impact self-service initiatives. Rolling out a shared services program. Driving year end performance results. Speech analytics, 4.

Benchmark 40

Benchmark Self service Contact Center CRM 40

3CLogic

AUGUST 11, 2020

With an impressive enterprise portfolio of solutions ranging from cloud services (Azure), to CRM (Dynamics), to collaboration tools (Teams), and software (Windows and Office 365), Microsoft is proving to be a key partner as organizations evaluate their short and long-term technology investments during the new age of COVID.

call center solutions 52

call center solutions Call Center Call flow CRM 52

Mindtouch

DECEMBER 18, 2018

If this kind of experience can be integrated within a CRM as part of the agent’s screen real estate, all the better. That’s probably why “47% of contact centers with 500-1000 seats rate turnover as the top challenge,” according to a 2018 Contact Center Pipeline Report. From there, the agent can more efficiently resolve the issue.

Chatbots 54

Chatbots Real estate Contact Center Self service 54

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

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 48

Interactive Voice Response Multichannel Banking Surveys 48

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 48

Interactive Voice Response Surveys Customer Experience Self service 48

CSM Magazine

JUNE 28, 2021

The icing on the cake for your customers is good customer service, which is why according to the 2018 State of Global Customer Service Report, 95% of respondents indicated that customer service is important to their choice of brand. Whatever channels your customers prefer, do your best to offer them a personized service.

Customer Service 52

Customer Service SaaS Chatbots Self service 52

Comm100

FEBRUARY 6, 2018

Business Seeks Industry-Leading CRM. Business on a Budget Seeks Uncomplicated CRM. Business Seeks Industry-Specific CRM. Company with Reliable CRM Seeks Hassle-Free Live Chat Software. Business Seeks All-in-One Customer Service Software. Business Seeks Social Media Software with Integrated Social CRM.

CRM 58

CRM Enterprise SaaS Marketing 58

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.

Average Handle Time 70

Average Handle Time Best practices Consulting Consulting 70

Serenova

OCTOBER 17, 2019

Nemertes Research’s 2018-2019 Digital Customer Experience Study of almost 700 IT and corporate leaders found that businesses that implemented omnichannel saw measurable improvements in key metrics: 7% increase in new customers won. 4% increase in use of self-service. Leverage CRM for smart routing.

Contact Center 40

Contact Center Interactive Voice Response Chatbots Self service 40

Enghouse Interactive

AUGUST 16, 2018

CRM and third party integration – Make sure you integrate your contact centre systems with your customer relationship management (CRM) software and relevant third-party systems. This is why we continue to support the contact centre industry and are sponsoring Contact Babel’s UK Customer Experience Decision-Makers’ Guide 2018. .

Customer Experience 40

Customer Experience Self service CRM Interactive Voice Response 40

Hodusoft

SEPTEMBER 23, 2021

The study throws up interesting insights that every customer service leader should know. . 25% headcount shift away from low-value calls due to self-service knowledge search . The study throws up interesting insights that every customer service leader should know. . 40% reduction in talk time in a support center .

Call Center 52

Call Center Surveys Self service Morale 52