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. From waterfall to agile and beyond, the common thread is to create tightly coordinated teamwork that operates in short, feedback-led bursts.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

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. Research shows that they are happy to embrace self-service channels to achieve this.

Self service 60

Self service Chatbots Best practices Surveys 60

AWS Machine Learning

MARCH 31, 2023

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 Also, the introduction of federal REAL ID requirements in 2019 resulted in increased call volumes from drivers with questions.

Virtual Agent 95

Virtual Agent Self service Transportation Customer Experience 95

GetFeedback

APRIL 3, 2019

How does feedback play a role at YETI? Feedback is very important and luckily we have GetFeedback! Feedback is our lightning rod to address issues and it’s also our north star to be able to prioritize our projects, processes, and improvements. Now with GetFeedback, we have concrete information that we can speak to.

Feedback 88

Feedback Surveys Analytics Coaching 88

CCNG

OCTOBER 19, 2022

Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Acquia, 2019) 78.5% Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Etech GS

APRIL 30, 2019

Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . Ensure agents have the tools they need to be successful, including equipment, training, and thoughtful feedback. Make self-serve effortless, comfortable and inviting. This blog was first published on LinkedIn.

Contact Center 71

Contact Center Coaching Feedback Healthcare 71

Eptica

JANUARY 24, 2020

1 Being asked for feedback ALL THE TIME While nothing beats the awkwardness of promising a cashier that you will absolutely take their survey and leave a glowing review as soon as you get home, digital customer experience can also lead to making consumers feel like part-time unpaid survey machines. as well as feedback surveys.

Self service 106

Self service Best practices Surveys Banking 106

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. As customers become more demanding, can self-service really help? Published on: January 09, 2020. We’ve looked through all of our posts from last year and have picked a top 10 to start off 2020.

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

PeopleMetrics

JUNE 26, 2019

This past month I attended Forrester’s CXNYC 2019 conference to experience firsthand the advancements being made in the CX market (as well as to showcase our own advancements at PeopleMetrics ). Stop: forcing customers into digital self-service (chat bots, kiosks, etc.) Do it for me – This is no longer the age of self service.

Self service 115

Self service Feedback Technology Customer Experience 115

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 59

Contact Center Gamification Analytics Average Handle Time 59

TechSee

JUNE 11, 2019

The technology is currently evolving, enabling virtual assistants to offer customers the option of full self-service. Elimination of unnecessary tech dispatches: by empowering customers to self-resolve issues, the frustration of waiting for a technician visit is often avoided. Impact of Visual Assistance on Product Returns.

Technology 117

Technology Customer Service Contact Center Self service 117

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?

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

Aspect

DECEMBER 1, 2020

Along the way, these organizations have been by our side, collaborating to provide product input and feedback, partnering with us to advance and continuously improve our contact center portfolio into the industry-leading, fully featured contact management and workforce optimization solutions they are today.

Enterprise 118

Enterprise contact center solutions Cloud contact Contact Center 118

Solvvy

JUNE 22, 2022

Gives customers a self-service option. Some people simply prefer self-service. They’d rather avoid a phone call or an email chain and simply access information on their own, without help from a customer service specialist. trillion in 2019 to $4.2 Customer feedback. trillion by 2023.

Chatbots 119

Chatbots Banking Self service Finance 119

Mindtouch

MAY 24, 2019

This post is based on my presentation at STC Summit 2019 , the annual conference of the Society for Technical Communication (STC), and incorporates takeaways from Alan Porter and John Bowie. 85% support interactions will start with self-service by 2022 – up from 48% in 2018. Feedback loop to business objectives.

Self service 84

Self service Chatbots Metrics Feedback 84

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? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Fonolo

SEPTEMBER 3, 2019

Best Buy is best to ramp up its strategy to eliminate hold time (based on some of the feedback from these Tweeters): Had been on hold with @BestBuy for over an hour when I was hung up on. drlivanis (@drlivanis) August 16, 2019. Brewster (@RescueMom_x3) August 16, 2019. Kelly Miller (@misskellydee04) August 13, 2019.

Call Center 86

Call Center Entertainment Healthcare Self service 86

AWS Machine Learning

DECEMBER 29, 2022

This is why we launched Amazon Textract in 2019 to help you automate your tedious document processing workflows powered by AI. Amazon Textract continuously improves the service based on your feedback. In this post, we share the features and improvements to the Amazon Textract service released each quarter.

APIs 114

APIs Banking Real estate Healthcare 114

Eptica

JANUARY 15, 2020

Make it easy for agents to give feedback on any gaps in content and to suggest new answers in order to enhance the usefulness of their knowledge base continuously. For example, 87% of brands surveyed by Eptica in 2011 offered email, this had fallen to just 64% in 2019. Taking stock of customer service in 2019.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Calabrio

FEBRUARY 28, 2025

Benefits of voice analytics McKinseys research shows that traditional customer feedback methods only capture less than 2% of all voice interactions, leading to incomplete and unrepresentative data sets. These findings confirm the need for voice analytics software for full customer insights. Today, those benefits are even clearer.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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

DMG Consulting

JUNE 11, 2019

A well-designed unattended RPA will include an exception handling process, which requires human intervention, and the more sophisticated ones will use machine learning to improve automation rates, based on feedback from administrators. RPA vs. IVA. Final Thoughts.

Marketing 80

Marketing Virtual Agent Consulting Consulting 80

Fonolo

OCTOBER 30, 2019

They effortlessly craft an intersection between customer feedback, customer experience, product developmen,t and overall marketing. When Glossier launched an eye cream this summer, they posted a screenshot of a tweet made by a fan hoping that the company would launch an eye cream by 2019. Optimize Your Self-Service Channels.

Customer Service 98

Customer Service Call Center Self service Marketing 98

TechSee

MAY 7, 2019

He called customer services, who repeated the same instructions he’d just read in the manual – and he still couldn’t make heads or tails of them. 2019 Survey: NFF Returns. Back to the store.

Surveys 107

Surveys Entertainment Education Self service 107

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. How do you gauge customer sentiment and qualitative feedback?

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

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

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

Lumoa

SEPTEMBER 30, 2022

According to PwC’s data, direct or digital banks now hold 20% of the market share, doubling since 2019. This is especially true if you consider the rise of non-banks, which are companies that don’t traditionally compete with financial institutions, yet have started to offer similar services. . Adapting Customer Service in Real-Time.

Banking 88

Banking Customer Experience Big data Chatbots 88

Nicereply

JUNE 20, 2019

It’s important to follow customer service trends because these days, customers can easily jump ship to another brand without a second guess. In this second half of 2019, We’ll show you the customer service trends you need to follow if you’re yet to do so. Self-Servicing. Experience is King.

Marketing 77

Marketing Chatbots B2C Self service 77

SharpenCX

NOVEMBER 21, 2019

Likewise, sending out surveys doesn’t work if you don’t do anything with the feedback you get. 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. Make customer feedback a pillar of your strategy. Automate simple tasks.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

Fonolo

NOVEMBER 5, 2019

Due to launch in April 2019, the device was viewed to be one of its potentially greatest products yet. But a harsh reality set in, and early: Customer feedback delayed the launch and people begun to doubt the product. Samsung heard the feedback early on, and made some tough decisions. Optimize Your Self-Service Channels.

Customer Service 83

Customer Service Telecommunications Call Center Feedback 83

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. To welcome the new year, here are five predictions for 2019. Messaging Surpasses Voice.

Customer Support 78

Customer Support Multichannel Chatbots Contact Center 78

Transparent BPO

AUGUST 13, 2019

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Don’t Force Self-service on Customers Self-serve options can be great for customers who are in a hurry, but not when they need to speak with an agent.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

Fonolo

FEBRUARY 14, 2023

FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Call centers must deliver consistent, accurate information, and automation can help meet this goal while improving the customer experience and reducing agent stress.

Call Center 135

Call Center Contact Center Wait times Chatbots 135