Comm100

OCTOBER 13, 2024

Cracking the Self-Service Code in iGaming Dive into the latest trends and best practices for delivering exceptional customer experiences in the digital age Watch now On-Demand Webinar 1. AI-powered chatbots have helped reduce customer service response times by 50% in the iGaming industry in the past year alone, according to Zipdo.

Self service 52

Self service Chatbots Wait times Personalization 52

Global Response

OCTOBER 15, 2024

Omnichannel contact center best practices include humanizing customer service, integrating tools, tracking customer data and more, and it all begins with finding the best software. According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

NICE inContact

JUNE 20, 2019

But even if you’re already evaluating your chat and email interactions, you may need to expand your QM program to address an even bigger gap in the customer experience — your online assistants/chatbots and IVR. Consistently, organizations overestimated satisfaction with online assistants/chatbots and IVR by 9 and 7 points, respectively.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

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. Published on: January 09, 2019. The importance of trust to customer experience in 2019 Consumers are becoming more and more demanding, but what really makes them tick? Share this page on: Tweet.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Comm100

DECEMBER 16, 2019

At Comm100, we look back at which of our content pieces were the most popular and think about what this tells us about trends in customer experience, conversational AI, and support centers in 2019. Report: 2019 Live Chat Benchmark Report. Demystifying chatbots and AI. Our chatbot ROI calculator is handy too!).

Chatbots 52

Chatbots Benchmark Scripts Best practices 52

Uniphore

JULY 21, 2021

According to Gartner, customer service leaders should focus on these seven knowledge management best practices for improved customer service. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019.

Best practices 52

Best practices Customer Service Management Contact Center 52

Comm100

SEPTEMBER 28, 2021

Lake Michigan Credit Union – Improving Member Support with Live Chat & Chatbot . Since rolling out live chat, LMCU has bolstered their technology stack through the adoption of Comm100 AI Chatbot. This chatbot now provides 24/7 support to members, which has led to improved engagement and CSAT.

Customer Service 98

Customer Service Chatbots Banking B2C 98

Serenova

JUNE 24, 2020

The use of omnichannel contact centers has increased from 8% in 2016 to 31% in 2019, according to Nemertes Research’s 2019-20 Intelligent Customer Engagement research study of 518 organizations. Seven Omnichannel Contact Center Best Practices for Better Customer Experiences. They don’t have to start over at each point.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award ! You can read the full article here.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Serenova

JUNE 24, 2020

The use of omnichannel contact centers has increased from 8% in 2016 to 31% in 2019, according to Nemertes Research’s 2019-20 Intelligent Customer Engagement research study of 518 organizations. Seven Omnichannel Contact Center Best Practices for Better Customer Experiences. They don’t have to start over at each point.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. In 2019 there will be an increase in subscription fatigue.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Comm100

NOVEMBER 13, 2022

A Comprehensive Guide to Chatbot Software. In 2020, the North America chatbot software market was valued at $182 million. Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. Customer service chatbots don’t just benefit the end consumer.

Chatbots 52

Chatbots Wait times Healthcare Banking 52

JivoChat

JANUARY 17, 2021

Live Chat Support Best Practices. In this section, we’ll cover live chat support best practices for both customer support agents and managers. Live chat support best practices for agents. One workaround is to use automated chatbots to field common queries outside your standard operating hours.

Best practices 52

Best practices CRM Customer Support Airlines 52

Comm100

JANUARY 11, 2023

In customer service, automation is commonly seen in the form of chatbots. Chatbots can respond to customer queries, answering the common requests, immediately and 24/7. According to a study on chatbot impact , overall market preference for chatbots as the primary mode of communication for customer service now sits at 45%.

Customer Service 98

Customer Service Chatbots Healthcare Wait times 98

Comm100

JANUARY 7, 2020

Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. And chatbots are progressing at a rapid pace. For 2019 we analyzed 56 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations.

Benchmark 69

Benchmark Wait times Chatbots First call resolution 69

Creative Virtual

DECEMBER 19, 2018

Welcoming a new year often goes along with an ‘out with the old, in with the new’ mindset, but two things that are staying hot on companies’ 2019 agendas are customer engagement and employee engagement. During his session, Chris shared a few live demonstrations to illustrate industry best practices. By Liam Ryan, Sales Director.

Employee engagement 40

Employee engagement Virtual Agent Chatbots Best practices 40

Eptica

OCTOBER 2, 2019

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019. On average they use email for 27% of these interactions, followed by web self-service, telephone and social media (17% each), with contacts made through chat and chatbots standing at 11%.

Self service 76

Self service Best practices Analytics Surveys 76

Eptica

APRIL 30, 2019

Date: Wednesday, May 1, 2019 Author: Pierre-Antoine Giraux - Chief Marketing and Communications Director 5 ways to make your self-service seamless. Published on: May 01, 2019. 64% also want to use automated, artificial intelligence-powered chatbots. Tags: Self service Categories: Best Practice.

Self service 60

Self service Chatbots Best practices Surveys 60

Eptica

OCTOBER 31, 2018

Automated chatbots take this a step further, delivering automatic answers through channels that citizens are increasingly happy to adopt – for example, recent research found that 64% of Britons want the opportunity to use chatbots. The importance of trust to customer experience in 2019. Share this page on: Tweet.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

Eptica

AUGUST 29, 2019

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. Published on: August 29, 2019. Organized in the UK by the Institute of Customer Service , the 2019 program is built around five key themes. Eptica’s own research highlights the importance of trust.

Customer Service 67

Customer Service Self service Best practices Chatbots 67

Kayako

APRIL 1, 2022

EMarketer projections include double-digit eCommerce sales growth in the US, from 11% of total retail sales in 2019 to 23.6% Best practices for integrating automation into eCommerce customer service include: Use automation to reach out to struggling customers. in 2025 at $1.65 trillion in sales. billion in sales by 2024.

Sales 112

Sales Upselling Personalization Chatbots 112

Creative Virtual

SEPTEMBER 17, 2019

It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. Described as a ‘machine learning project designed for human engagement,’ Tay ended up becoming an often-cited example of an AI chatbot gone wrong. By Chris Ezekiel, Founder & CEO.

Chatbots 40

Chatbots Virtual Agent Enterprise Self service 40

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

Eptica

JULY 21, 2019

Date: Wednesday, July 31, 2019 Author: Pascal Gauvrit - CTO Why the future of customer service is AI and humans together. Published on: July 31, 2019. Many experts paint a picture of human customer service agents being replaced by the likes of chatbots and smart assistants. Share this page on: Tweet.

Customer Service 58

Customer Service Chatbots Best practices Analytics 58

teleopti

DECEMBER 16, 2019

As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. Why not infuse AI into the employee experience by using chatbots that learn from existing WFM data to help people manage their work-life balance? Read on to discover 3 ways to master the art of simple sophistication.

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. For one thing, the two groups agree that businesses should immediately inform consumers when they are interacting with a chatbot.

Benchmark 54

Benchmark Chatbots Contact Center Surveys 54

Eptica

MAY 8, 2019

Date: Wednesday, May 8, 2019 Author: Pascal Gauvrit - CTO Three books to help you master the power of AI. Published on: May 08, 2019. The first post covers the difference between bots and chatbots , with the second and third discussing different parts of AI and their impact on CX. Read any of these books?

Chatbots 55

Chatbots Best practices Education Self service 55

Eptica

JUNE 5, 2019

Date: Wednesday, June 5, 2019 Author: Steve Nattress - International Solutions Director Why Knowledge is power. Published on: June 05, 2019. Categorie(s): Best Practice AI Product Brands understand that today’s consumers demand more from the customer experience and customer service than in the past.

Best practices 66

Best practices Feedback Chatbots Self service 66

AWS Machine Learning

SEPTEMBER 23, 2024

Solution overview We use a sample use case to illustrate the process by building an Amazon shareholder letter chatbot that allows business analysts to gain insights about the company’s strategy and performance over the past years. For the use case, we use PDF files of Amazon’s shareholder letters as our knowledge base.

APIs 94

APIs Best practices Engineering Enterprise 94

Eptica

JULY 10, 2019

Date: Wednesday, July 10, 2019 Author: Pauline Ashenden - Marketing Manager 5 tips for managing the increasing volume of customer queries. Published on: July 10, 2019. Deflect with self-service 83% of consumers are happy to use self - service and 64% are fine with using chatbots to ask questions. Share this page on: Tweet.

Management 56

Management Self service Best practices Chatbots 56

inmoment

NOVEMBER 19, 2019

To help you sort through the massive amounts of market information, we’ve gathered some of the best CX insights from 2019 that you might have missed so you can better prepare for 2020. . While some customers prefer a phone call, others feel that chatbots or email work better with their schedules. It’s what your customers want.

Feedback 40

Feedback Surveys Customer centricity Employee engagement 40

NICE inContact

MAY 8, 2019

Have they embraced your new, leading-edge, AI-enabled chatbots? The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. Conversely, organizations overestimate customer satisfaction with automated assistants/chatbots.

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

Solvvy

DECEMBER 23, 2019

it’s an opportune time to reflect back on all the good things that happened to us in 2019. Our customers love the personalized 1:1 support along with expert advice on best practices they get from their dedicated Customer Success Manager. As we approach the beginning of a new decade (how did that happen so fast?),

Self service 62

Self service Technology Chatbots Best practices 62

Outsource Consultants

APRIL 4, 2025

The country’s commitment to technological advancement ensures that Egyptian call centers can implement the latest CRM systems, AI-powered chatbots, and advanced analytics tools to enhance customer interactions. The next chapter will outline these practices to ensure a successful partnership.

Call Center 67

Call Center outsourcing Banking Government 67

NICE inContact

MAY 23, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

Interactions

JUNE 13, 2019

Using results from a survey conducted by Aberdeen in April 2019, where 445 businesses were surveyed regarding their customer experience programs and best practices, we have compiled three data-driven takeaways about how IVAs can deliver ROI to your business. Increased revenue and decreased costs.

Contact Center 63

Contact Center Surveys Banking Chatbots 63

NICE inContact

OCTOBER 2, 2019

The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Channels include communicating with customers on social media, online chat, SMS / text, video chat, IVR, mobile apps, chatbots, and service via a home electronic virtual assistant device.

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60