Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Customer Service 75

Customer Service Self service Best practices Metrics 75

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

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. Many survey respondents described their current knowledge management technologies as “clunky.”

Self service 59

Self service Surveys Contact Center Metrics 59

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Whirlpool, a global leader in smart appliances, shares insights from their global survey. Smart Home Startups to See at CES 2019. Executive One-on-One with Whirlpool & CTA. Tuesday, January 8.

Entertainment 174

Entertainment Surveys Technology Education 174

TechSee

JUNE 10, 2021

The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Succeed with Self-service. Truck roll optimizations: Four ways.

Self service 207

Self service Analytics Transportation Healthcare 207

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. The survey demonstrates that 41 percent of us have returned a non-defective item in the past 12 months. Back to the store.

Surveys 107

Surveys Entertainment Education Self service 107

The Northridge Group

MARCH 14, 2023

According to a 2019 survey, 70% of patients report that they’re more likely to select a provider if they offer follow-up communications via text or email. Empower Patients with Self-Service Tools Patients love self-service tools, especially appointment scheduling solutions. To learn more, contact us.

Healthcare 145

Healthcare Technology Self service Analytics 145

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% Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

SEPTEMBER 10, 2021

A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. . Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 264

Customer Experience Advertising Employee engagement Sales 264

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

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

ShepHyken

NOVEMBER 15, 2019

Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. In 2019 businesses continue to fund their IVR call solutions as statistics both formal and anecdotal continue to demonstrate the need. Offering faster, more convenient service at literally any time.

Interactive Voice Response 249

Interactive Voice Response Customer Experience Self service Contact Center 249

Etech GS

APRIL 30, 2019

Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . Best practices for applying self-service options are –. Make self-serve effortless, comfortable and inviting. Provide multiple options – insure self-serve is not the only option available.

Contact Center 71

Contact Center Coaching Feedback Healthcare 71

Creative Virtual

FEBRUARY 7, 2019

In the survey results published by HR.com at the end of 2018, 79% of Human Resources (HR) professionals responded that chatbots and virtual assistants will become an increasingly viable way for employees to get real-time answers to their HR-related questions. The post The Digital Workplace in 2019 appeared first on Creative Virtual.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

Callminer

DECEMBER 17, 2019

.” – 88 Call Center Statistics You Must Read: 2019 Data Analysis & Market Share , Finances Online; Twitter: @Financesonline. ” – 30 Call Center Statistics and 10 Metrics To Track In 2019 , Time Doctor; Twitter: @manageyourtime. billion by 2026, registering a healthy CAGR in the forecast period of 2019-2026.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Balto

NOVEMBER 18, 2022

“If you build it, they will come” Balto recently conducted a survey on value perception of the contact center by leaders across industries. Self-service interactions are on the rise, with 15% of business decision makers expecting 81-100% of interactions to be fully handled via self-service.

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

TechSee

OCTOBER 31, 2018

Using AI, telecoms can implement self-service capabilities that instruct customers how to install and operate their own devices. TOBi to handle a range of customer service-type questions. The post 4 AI Trends that will Transform the Telecom Industry in 2019 appeared first on Techsee.

Interactive Voice Response 101

Interactive Voice Response Telecommunications Chatbots Big data 101

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

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 Feedback 106

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 78% of participants believed that improving customer service came a close second. If you’re getting service delivery right most of the time, you’ll no doubt have some fans that’ll stand up for you.

Chief Customer Officer 294

Chief Customer Officer Call Center Consulting Consulting 294

Fonolo

SEPTEMBER 4, 2019

A new survey from Call Centre Helper confirms that the reign of 80/20 continues, but there is more to the story. The report surveyed over 250 contact centers, asking questions about how companies are delivering customer service over voice, email, chat, and social media. It would be great to see this same chart updated for 2019.

Service level 57

Service level Surveys Abandon rate Call Center 57

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

TechSee

FEBRUARY 14, 2022

5G networks began to roll out in 2019 and are predicted to have more than 1.7 In a McKinsey survey of telecoms regarding 5G rollouts, approximately 92% of respondents planned large-scale 5G deployments by 2022. AI-Guided Self-Service Automation. The Unavoidable Reality: 5G Adoption. Aggressive Timeframes .

Technology 109

Technology Wireless Self service Telecommunications 109

VHT

OCTOBER 18, 2018

Even with excellent self-service options, people still need to talk to a person every now and then, especially for a sensitive or complex issue. A major European telecommunications provider wanted to maintain their high-touch, premium brand while encouraging people to use self-service. Social Media Customer Care.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., Conduct regular anonymous surveys to learn how you can better support your team and keep them engaged. According to the 2019 Global Customer Experience, Benchmarking Report from NTT Ltd., Utilize Self-Service Options.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

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. Kelsey belsey (@titterkelsey) March 19, 2019. Pls advise. AirCanada.

Airlines 78

Airlines Transportation Contact Center Self service 78

Cisco - Contact Center

NOVEMBER 17, 2020

According to a global survey by McKinsey & Company, 62% of organizations are experiencing increasing demand for online purchasing and services by their customers, and 53% believe this trend will continue in the future. The banking industry is one example of widespread adoption of digital and omnichannel service.

Customer Experience 100

Customer Experience Contact Center Government contact center solutions 100

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

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. CSAT surveys help measure customer contentedness before, during, and after those interactions. . Download the free ebook. What is NPS and how is it calculated?

Self service 105

Self service Abandon rate Customer effort Contact Center 105

bold360 Blog

APRIL 15, 2021

Looking back, it’s clear that FSIs that had invested in digital (service) transformation prior to the pandemic tended to outperform their more flat-footed rivals. Even before the pandemic, customers preferred the convenience of digital-first service provision. Give customers (self-service) options.

Self service 52

Self service Banking Multichannel Chatbots 52

The Petrova Experience

OCTOBER 8, 2020

In 2020 The Petrova Experience conducted a leadership survey across industries. You risk pushing your visitors away with the now outmoded 2019 experience of paper badges and long check-in lines. In 2019, 78% of customers preferred to use different channels depending on their context. Now, say you are a retailer (luxury or not).

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Eptica

MARCH 21, 2019

Date: Thursday, March 21, 2019 Author: Olivier Njamfa - CEO & Co-Founder How does CX impact brand trust? Published on: March 21, 2019. 9 out of 10 consumers will change supplier if they lose trust in a company – nearly half of them immediately - according to the newly published 2019 Eptica Digital Trust study.

Multichannel 80

Multichannel Banking Self service Surveys 80

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. Comcast , for example, questions customers who disconnect their service to identify the root cause of their complaints and address them.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

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

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. Connect Partner, Nuance , to enable new self-service automation capabilities within our IX Contact Center solutions. We extended collaboration with Avaya A.I. Is your interest piqued?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

NICE inContact

OCTOBER 11, 2019

This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers. The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Benchmark 48

Benchmark Self service Surveys Contact Center 48