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

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. Published on: June 20, 2018. Done well, self-service not only boosts the customer experience but it also increases sales and efficiency. hours per day online , up from just 3 hours in 2009.

Self service 58

Self service Customer Experience Banking Analytics 58

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction. Top 10 for 2018.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

Fonolo

JUNE 14, 2018

2018 is game time. In 2018, becoming a winning company with a devoted fan base is no easy feat. Put your hands firmly on the controls and press ‘Start’ on the top CX trends you need to be watching in 2018. It’s time to look at your customers as teammates rather than as opponents. And: It’s time for you to win.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Toister Performance Solutions

SEPTEMBER 27, 2018

The customer service platform Gladly shares a range of customer expectations in its 2018 Customer Service Expectations Survey. The report surveyed a group of 935 adults whose demographics roughly mirrored the U.S. Exceed expectations occasionally and you can elevate the perception to "outstanding." population.

Customer Service 83

Customer Service Interactive Voice Response Airlines Contact Center 83

Aspect

SEPTEMBER 28, 2017

Paul Stockford, Chief Analyst at Saddletree Research has recently completed a survey of 143 contact center managers and executives regarding their opinions and preferences on a wide range of topics, and some of his key findings about cloud contact centers were revealed in a recent webinar co-sponsored by Aspect.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

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

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

Aspect

DECEMBER 6, 2018

So, when I dove into the results of the 2018 Aspect Consumer Experience Index results, our 4 th annual, I wanted to see what has changed or has not changed in the past several years we’ve conducted the survey. Here is what we found: Consumer-reported contact with customer service is down.

Surveys 56

Surveys Customer Service Self service Contact Center 56

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Matt Dixon, Keynote Speaker and Author, Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group @matthewxdixon | blog “I see the end of the traditional customer survey as we know it.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

Fonolo

AUGUST 22, 2019

In this new era, customer service has become the battleground for organizations in the utilities sector. For example, in 2018, British Gas announced the loss of 340,000 customers and a 20% drop in profits. Self-Service Success Rate. Optimize Your Self-Service Channels. Those who lose are losing big.

Metrics 87

Metrics Contact Center Self service Call Center 87

Aspect

APRIL 4, 2019

Aspect has changed that with the release of our 2018 Consumer Experience Index Survey , a compilation of attitudes and preferences from over 1,000 US consumers. Our survey found that 72% of consumers would rather interact with a happy agent and have the experience take longer. Here’s a sampling of our findings….

Contact Center 81

Contact Center Chatbots Surveys Self service 81

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Where to get it: [link].

Contact Center 99

Contact Center Call Center Self service Surveys 99

Toister Performance Solutions

MAY 6, 2021

A 2018 study from PwC found that 71 percent of Americans would rather interact with a human than a chatbot. The goMoxie banking survey discovered that 60 percent of banking customers don't trust bots to communicate their issues effectively. The problem is that customers don't want to deal with a bot. This is not a new trend.

Chatbots 102

Chatbots Banking Self service Surveys 102

Nicereply

MARCH 23, 2021

Shep Hyken (@Hyken) February 1, 2018. Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. — Jeanne Bliss (@JeanneBliss) January 28, 2018. You can sign up for his super helpful weekly customer service tips on his website.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

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

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

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

Fonolo

JUNE 20, 2018

If ramping up your CX is a new consideration for you and seems an insurmountable task, fear not: Our quick cheats (and handy infographic) are invaluable resources when reconsidering your CX in 2018, and will keep you on a steady course to a photo finish this year. Grow stronger with surveys: Make customer feedback surveys a bigger deal.

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). OfficeVibe is not the only way to do this, but I'd highly recommend going with a pulse survey tool. Sadly, it's often just talk. Does this make it any less important? Not at all.

Journey mapping 140

Journey mapping Metrics Surveys Employee engagement 140

Fonolo

APRIL 17, 2019

research firm that surveys 20 million global travelers yearly. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. Air Canada has led its home country and continent in these innovations.

Airlines 78

Airlines Transportation Contact Center Self service 78

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Focus on self-service benefits. The intention of automation is self-service at all times of the day. 10 Trends That Will Disrupt Customer Service in 2018.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

TechSee

DECEMBER 28, 2020

With all data pointing to the clear connection between customer experience and customer loyalty, more and more customer service organizations have begun investing in enhancing the role of the frontline customer service agents. This makes good business sense.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

Eptica

DECEMBER 11, 2019

Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. Based on surveys with 226 UK organizations as well as interviews with 1000 consumers, this guide provides a detailed overview of the main industry trends.

Customer Service 75

Customer Service Self service Best practices Metrics 75

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

TechSee

JUNE 5, 2018

For example, while CSPs are eager to increase the usage of their self service apps, adoption has been relatively low (estimated as below 30%). For example, a newly-hired technician is dispatched to a work site to take measurements and survey the property. 2 Co-browsing and Visual Support. 3 Co-browsing and AI.

Chatbots 116

Chatbots Self service Technology Surveys 116

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

Hodusoft

SEPTEMBER 23, 2021

A recent survey by KPMG found that the quality of customer experience is improving across the world. When it comes to customer service, a knowledgeable agent will not only have high productivity but also drive a delightful customer experience. The study throws up interesting insights that every customer service leader should know. .

Call Center 52

Call Center Surveys Self service Morale 52

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

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Where to get it: [link].

Contact Center 57

Contact Center Call Center Self service Surveys 57

CSM Magazine

JUNE 19, 2018

The annual Incite Group, State of Customer Service Survey, will give you in-depth insights from 500+ respondents on the key issues and opportunities your peers see in 2018, and new statistics to benchmark your own performance against. Download the exclusive State of Customer Service here.

Customer Service 40

Customer Service Benchmark Self service Surveys 40

Mindtouch

APRIL 12, 2018

Just like that, Gainsight Pulse 2018 is behind us. As expected, the Pulse 2018 schedule was jam-packed with CS superstars. Just 100% customer success fanaticism. “ #CustomerSuccess is the cool place to be” - John Jester, VP Worldwide Customer Success at #Microsoft #Pulse2018 — Gainsight (@GainsightHQ) April 10, 2018.

Self service 63

Self service Engineering Surveys Customer Support 63

The Petrova Experience

OCTOBER 8, 2020

In 2020 The Petrova Experience conducted a leadership survey across industries. As far back as 2018, an article explains the difference between Customer Service and Customer Experience on a Federal Government website. Take USCIS ( US Citizenship and Immigration Services ) for example. That is non-negotiable.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Anexa BPO

JANUARY 18, 2022

A 2020 McKinsey survey of 20,000 residential utility customers identified that providers from the top-quartile group of performers saw three to four times higher net customer satisfaction than those in the bottom quartile.

outsourcing 52

outsourcing Self service Surveys Customer Service 52

Aspect

JANUARY 23, 2019

New research has revealed that almost two thirds of consumers (72 percent) are willing to pay more for exceptional customer service and over half (57 percent) are willing to pay more for good service, proving that investment in the functions that enable this great service are worth their salt!

Customer Service 67

Customer Service Chatbots Self service Interactive Voice Response 67