bold360 Blog

FEBRUARY 26, 2020

We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management. Employees want more and better self-service knowledge. Metrics and reporting are other functions where AI can play a major role.

Self service 59

Self service Surveys Contact Center Metrics 59

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

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. Focusing on one metric would often harm others. It enhances all customer service KPIs, including those measuring contact center productivity and CX quality. KPI #5: Product Returns / Hardware Replacements / Pickups.

Technology 117

Technology Customer Service Contact Center Self service 117

Balto

NOVEMBER 18, 2022

Case in point: investment, and conversely cost-cutting, has a direct impact on metrics like NPS and CSAT — key predictors of customer loyalty, and ultimately company revenue. Let’s take a look at how executive viewpoints and perceptions affect these KPIs and how executives are looking to AI technologies to enhance their CX metrics.

Contact Center 98

Contact Center Self service Metrics Surveys 98

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

Mindtouch

MARCH 16, 2020

Connecting with Customers from Start to Finish Learn why meeting the demands of today’s customer self-service journey requires next-generation knowledge management. According to research from Gartner , CES is “25% more predictive of customer loyalty than the next best metric.” Download the free ebook. Case (or “ticket”) volume.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. Share this page on: Tweet.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Eptica

OCTOBER 24, 2018

Author: Anne-Claire Bellec - Marketing Director Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self-service. The importance of trust to customer experience in 2019.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

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

Fonolo

FEBRUARY 14, 2023

FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Automated reporting and analytics systems provide real-time insights into key metrics, ensuring agents spend their time well and signaling areas where more support or training may be needed.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

VirtualPBX

JULY 24, 2024

Conversely, in 2019, only 19% of those agents worked from home. Step 3: Adjust Your Metrics Whether your teams are working remotely due to displacement or a conscious shift, you will need to adjust your measurement tools accordingly. Promote self-service options and provide digital claim reporting.

Agent burnout 105

Agent burnout Self service Contact Center CRM 105

Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Published on: April 25, 2019. Demonstrating this growth, 2019 sees industry association the CCMA celebrate a quarter century of success , supporting the sector as it has grown dramatically.

Contact Center 75

Contact Center Self service Chatbots First call resolution 75

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. Connect to your customers with knowledge.

Self service 84

Self service Chatbots Metrics Feedback 84

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. Instead, most companies look at metrics as an end result.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. New metrics are also needed. Shoddy self-service. Enhancing customer retention in the telecom industry.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

CSM Magazine

FEBRUARY 6, 2019

As Dino Forte, CEO, Ventrica , insists, if companies truly want to release the strategic CX objective, it is time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance. But that model has little place in the customer centric market of 2019.

Metrics 55

Metrics Customer Service Management Contact Center 55

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

TechSee

DECEMBER 28, 2020

Advanced remote support – powered by computer vision and augmented reality – can deliver automated remote support aided by predictive tools that make the customer’s life easier, as well as decision support tools and self-service deflection tactics that make the agent’s job simpler. Focus on CX and CX metrics.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

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

Serenova

DECEMBER 4, 2019

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. are planning to add one by the end of 2020, according to Nemertes’ 2019-20 Intelligent Customer Engagement research study of 518 global organizations. Today, 37.2%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 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

TechSee

MARCH 7, 2019

In fact, Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Forward-looking customer service organizations have discovered various innovative ways to empower their agents and enhance their value to the organization. Building a better VEA. Team-based models. Gamification.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

bold360 Blog

FEBRUARY 27, 2019

Everywhere, agents are working frantically to hit target metrics for response and resolution time, fielding one call after another as fast as possible. It’s much more rewarding work for agents, with the potential to transform customer service from a job into a career. The post Will 2019 be the Year of the Human?

Chatbots 40

Chatbots Metrics Self service Accountability 40

SharpenCX

MARCH 24, 2020

But, we can’t know how we compare without some kind of standard — a grade scale, a rubric, a metric. Metrics in the workplace are incredibly helpful. Metrics motivate, create feedback channels, and provide employees with clarity in their work. on the American Customer Satisfaction Index at the end of 2019. Overall U.S.

industry standards 52

industry standards Metrics Call Center Wait times 52

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. With Service Quotas, your quota increase requests can now be processed automatically, speeding up approval times in most cases.

APIs 106

APIs Banking Real estate Healthcare 106

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority.

Service level 96

Service level Call Center Abandon rate Metrics 96

Eptica

OCTOBER 16, 2018

Measuring productivity Through Eptica you can see exactly what is happening in real-time within your contact center, enabling you to track baseline metrics such as the number of messages responded to by agents and average handling time (AHT) at an overall, channel, team and individual level. How CX is central to Digital Transformation.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Callminer

AUGUST 6, 2019

Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Call center reporting traditionally focused on metrics such as call length and call abandonment. How does AI help customer service agents? Track all of the important call center metrics.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

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

BlueOcean

MARCH 31, 2021

Backed up orders, ticket back logs, and overwhelmed websites will all lead consumers to their phones, whether it’s to make a direct phone call or to scroll through self-service options. But it also made an impact on customer behavior, particularly with self-service customer care.

Customer Care 62

Customer Care Self service Contact Center Healthcare 62

Eptica

DECEMBER 18, 2019

Date: Wednesday, December 18, 2019 Author: Pauline Ashenden - Marketing Manager 4 Christmas customer service lessons from Santa. Published on: December 18, 2019. You might also be interested in these posts: Taking stock of customer service in 2019. Share this page on: Tweet.

Customer Service 63

Customer Service Multichannel Best practices Self service 63

Fonolo

DECEMBER 17, 2019

2019 saw a resurgence in the use of SMS messaging by brands, along with massive growth in other messaging platforms like WhatsApp and Facebook’s Messenger. With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the contact center in 2020.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

SharpenCX

NOVEMBER 21, 2019

Ready to put your metrics to use? Personalize service experiences. Part of putting your data to work means using it to personalize service experiences based on customer preferences. Salesforce predicts a 143% jump in the number of organizations that will use AI from March of 2019 through the end of 2020.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

Customer Service Life

NOVEMBER 6, 2019

This article was originally published on CustomerThink.com on August 23, 2019. I recently sat with a group of customer service leaders who declared that email support was dead for their company. 4- Email limits self-service options. Image by rawpixel from Pixabay. Click here to read the original.

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Customer Support Contact Center Self service Education 83