Calabrio

AUGUST 10, 2020

But when she arrived at NDR in early 2019, no official WFM practices or programs existed. Meetings, trainings and coaching happened all day long. One particular feature, unique to Calabrio, is its agent “Self-Scheduling” capability released in Fall 2019—a feature that’s proven particularly valuable during COVID-19.

Contact Center 97

Contact Center Coaching Self service Service level 97

Serenova

DECEMBER 4, 2019

Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. The performance analytics can deliver advice to analysts in a self-service manner, with critique of their verbal queues, tone of voice, speed of talking, etc. Today, 37.2% Another 24.9%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 79

Self service Contact Center Benchmark Chatbots 79

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

SharpenCX

NOVEMBER 5, 2019

In fact, HubSpot’s report, The State of Customer Service in 2019 , found Customer Satisfaction as the leading metric used to evaluate customer service teams. Some 74% of customer service teams are measured by CSAT, no matter the size of the company. Work on a program to coach and train them to act autonomously.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

SharpenCX

NOVEMBER 21, 2019

And it turns out, the more confident your customers, the more willing they are to seek out self-help resources to problem-solve without a live agent. A customer’s clarity, credibility, and confirmation (read: their confidence) had the highest impact on their ability to resolve issues through self-service. Automate simple tasks.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

Eptica

JUNE 19, 2019

Date: Wednesday, June 19, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 5 ways training can transform your customer service. Published on: June 19, 2019. Alternatively, if the analysis shows high levels of routine queries being asked, you can redirect customers to intelligent self-service systems.

Customer Service 76

Customer Service Best practices Contact Center Consulting 76

Comm100

JANUARY 11, 2023

In customer experience research sponsored by Amazon , we can see generational preferences in the customer service space emerge. Perhaps the most pronounced differences among generations came in attitudes toward digital self-service tools like chatbots. Self-service option. An immediate response.

Customer Service 98

Customer Service Chatbots Healthcare Wait times 98

Fonolo

NOVEMBER 5, 2019

Due to launch in April 2019, the device was viewed to be one of its potentially greatest products yet. Customers expect company representatives to be experts; that’s part of the customer service experience. Now, other companies will have to familiar themselves as much as customers to be able to coach customers on the use of the device.

Customer Service 83

Customer Service Telecommunications Call Center Feedback 83

Eptica

OCTOBER 16, 2018

Highlighting areas for improvement Knowledge is central to meeting customer expectations, whether it is being used to respond to email or social media queries, over the phone or provided direct to consumers through self-service systems. The importance of trust to customer experience in 2019.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

SharpenCX

AUGUST 18, 2020

Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. In-line coaching and training. Does your omnichannel software put coaching and training into your daily workflow? For you, your agents AND your customers.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. In-line coaching and training. Does your omnichannel software put coaching and training into your daily workflow? For you, your agents AND your customers.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

DMG Consulting

FEBRUARY 20, 2025

We asked about business and technology plans for the upcoming year, as weve done for the past ten years (with the exception of 2019), and we requested insights into the benefits they are receiving or expect to realize from leveraging artificial intelligence (AI). Like what you’re reading? Signup for DMG’s free monthly newsletter.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

NICE inContact

JUNE 20, 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.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Avaya

AUGUST 12, 2019

New research from Vanson Bourne shows that almost all (94%) of organizations recognize the ability of AI to improve contact center performance, with 87% reporting that “adopting or improving AI in the contact center” continues to be a top priority for 2019. What exactly does this mean?

Contact Center 50

Contact Center Chatbots Self service CRM 50

TechSee

JUNE 25, 2019

Contact Center Pipeline reports that increasing the focus on coaching and development for agents is a top priority for contact centers worldwide. AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

SharpenCX

NOVEMBER 21, 2019

And it turns out, the more confident your customers, the more willing they are to seek out self-help resources to problem-solve without a live agent. A customer’s clarity, credibility, and confirmation (read: their confidence) had the highest impact on their ability to resolve issues through self-service. Automate simple tasks.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

Robert Davis

AUGUST 13, 2019

AUGUST 06, 2019. The cloud-first, native platform facilitates seamless conversations across all channels with customer-centric self-service and bot channels utilizing AI from IBM Watson and Google. SAN BRUNO, CALIF., Davis and Associates. The partnership between Bright Pattern and Robert C. About Robert C.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

CSM Magazine

DECEMBER 15, 2022

According to international outsourcers CGS, 80% of consumers feel more emotionally connected to a brand when customer service solves their problem and 30% of consumers are willing to pay more for excellent service, a 6% increase over 2019. As a result, improving service levels is the top goal for 38% of contact centres in 2022.

Coaching 52

Coaching Analytics Feedback outsourcing 52

Balto

SEPTEMBER 7, 2022

This year marked the seventh-consecutive survey, in which financial services represented nearly one-third (31.6%) of all industries polled. As it has since 2019, a lack of and/or poor desktop tools was named among the top strategic challenges for contact centers in 2022.

Contact Center 52

Contact Center Banking Contact center software Average Handle Time 52

GetFeedback

APRIL 3, 2019

This allows us to identify how the service team is doing as a whole and our true performance as an organization. We can identify areas in teams that need additional coaching or more performance review feedback. From there, we break it down by individual performance to know how each person is doing. What are you waiting for?

Feedback 88

Feedback Surveys Analytics Coaching 88

SharpenCX

MARCH 24, 2020

on the American Customer Satisfaction Index at the end of 2019. Are you giving C-grade customer service? Are they up-to-speed on product and service changes? Do they need coaching on de-escalating tough conversations with customers? Or, maybe your service lacks a personal touch. Overall U.S. How do you match up?

industry standards 52

industry standards Metrics Call Center Wait times 52

Answer Dash

JULY 30, 2019

The importance of a knowledge management system for Customer Service Hubspot tells us that only 43% of companies have knowledge management systems to offer self-service customer service to their customers. He is regularly writing articles on various blogs, speaker and coach for companies who yearn for inbound success.

Sales 70

Sales Customer Service Multichannel Customer retention 70

Balto

FEBRUARY 6, 2023

Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. The takeaway here is that agents appreciate coaching, training, and feedback — and for the most part, more is better. Those who received zero forms of coaching had the worst satisfaction metrics across the board.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Enghouse Interactive

APRIL 28, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

3CLogic

OCTOBER 11, 2024

73% of customers expect better personalization than ever before , while 80% value the experience provided just as much as its products or services, highlighting the competitive advantage of providing personalized CX. 3 Historical crises, such as the 2008 recession and the Coronavirus in 2019, created drastic changes in consumer behaviors.

Contact Center 52

Contact Center Personalization Revenue potential Coaching 52

Dialer 360

DECEMBER 14, 2018

Call center prediction of 2019 after closing 2018. Predictions are call center and what you are expecting to see in 2019. The quick approach of the new year, time to look and see what predictions shape small business in 2019. One of the most necessary drivers for any company is customer service.

Call Center 20

Call Center Analytics Self service Engineering 20

Balto

AUGUST 3, 2022

We asked our respondents how much they agreed with the following statements on a scale of 1-5: Great service is the best way to build customer loyalty Great service is less important than solving a customer’s problem as quickly as possible Anything other than self-service support for customers ends up being a drain on customer resources.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

DMG Consulting

APRIL 16, 2019

AI IS THE HEADLINER FOR 2019. In the context of autonomous cars, IBM Watson, algorithmic trading, software-defined networks, self-healing applications, healthcare diagnostics, and more, AI is playing an increasingly influential role in today’s world. We’re at a major and exciting inflection point.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

JivoChat

APRIL 5, 2021

Your customer service team can’t be everywhere at once, and they can’t be available 24/7. Automating customer service means you are available to your customers every minute of the day. 25% of all customer interactions were automated in 2019, and this is expected to grow to 40% by 2023. Offer self-service.

Customer Service 52

Customer Service Self service CRM Metrics 52

Enghouse Interactive

MAY 21, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

aircall

MAY 10, 2021

The 2019 eCommerce Customer Service Experience Study by Aircall showed that 20% of customers usually tried to resolve problems using a knowledge base before they tried the phone or another communication channel. You might also consider adding knowledge base software to your tech stack. Onpipeline. Try these options: Freshdesk.

Customer Experience 71

Customer Experience call center software CRM Surveys 71

Balto

SEPTEMBER 16, 2022

We asked executives, on a scale of 1 (strongly disagree) to 5 (strongly agree), how much they agreed with the following statement: Anything other than self-service support for customers ends up being a drain on customer resources. 2019, July 16). Those who responded with a “1” had an average agent attrition rate of 16.9%

Contact Center 52

Contact Center Real estate Business Process Outsourcing Transportation 52

Real Blue Sky

SEPTEMBER 7, 2022

The First Insight 2019 Report on the state of consumer spending shows that 62% of Gen Z shoppers prefer sustainable brands like HydroFlask and Patagonia. During the 2019 Oscars, Nike released its “ Dream Crazier ” ad narrated by tennis-great Serena Williams. Gen Z is concerned about climate change and other environmental issues.

Chatbots 52

Chatbots Technology Marketing Personalization 52

TLC Associates

JUNE 20, 2019

For starters, your business needs to anticipate 2019 seasonal ticket volumes and scale up your workforce to maintain first call resolution. July is the perfect time to reflect on last year’s holiday customer service. Start with previous customer service metrics. Getting in the Holiday Headspace.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

Comm100

FEBRUARY 16, 2018

According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. The question of where customer service will go next is as old as the industry itself. By staying on top of these 2018 customer service trends, your business will be ready to take on 2019 come this time next year.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

Fonolo

NOVEMBER 17, 2020

“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 Trends 2019. Saving the day’ for contact center agents will be a predominant quest in 2019.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176