Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. It is the percentage of customer questions that could/should be handled in self-service by the customer.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Callminer

MAY 27, 2020

For additional information on improving the customer experience through analytics, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Contact Centers Leverage Self-Service. Self-service is one area in which contact centers shine due to their multi-channel approach.

Call Center 207

Call Center Contact Center Interactive Voice Response Self service 207

Eptica

OCTOBER 24, 2018

Date: Wednesday, October 24, 2018 Author: Anne-Claire Bellec - Marketing Director Creating the customer service agents of the future. No wonder that Gartner predicts that AI will disrupt the jobs of one million phone-based customer support agents by 2020. Published on: October 24, 2018. Here are four areas to focus on: 1.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. Consumers are asking an increasing number of questions and are demanding faster service, across more and more channels.

Self service 78

Self service Customer Experience Multichannel Contact Center 78

REVE Chat Blog

APRIL 27, 2020

They have a negligible idea about how the discovery happened and what are the customer actions across multiple interactions with your brand so that you can have better consistent engagement. Invesp says, “Companies with omnichannel customer engagement strategies retain on average 89% of their customers.”

Multichannel 68

Multichannel Customer retention Analytics Marketing 68

ProProfs Blog

AUGUST 19, 2020

Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies. So how do you possibly take your service policies out of presentation slides and build your business culture around them? As a leader, Jeff has always emphasized the power of customer service.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

SharpenCX

JULY 28, 2020

So, how do you take the next steps to make your omnichannel customer service the best it can be? How do you implement omnichannel customer service effectively? Let’s dig into the details of omnichannel customer service and highlight three tips to implement your strategy for best results.

Multichannel 76

Multichannel Best practices Customer Experience Customer Service 76

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

Eptica

JANUARY 15, 2020

Date: Wednesday, January 15, 2020 Author: Steve Nattress 4 ways to differentiate with superior email customer service. Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues. Taking stock of customer service in 2019.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? They value speed and usability, so it is vital that you provide these – answer emails and social media messages quickly, while ensuring that information can be found online through self-service systems. Share this page on: Tweet.

Multichannel 88

Multichannel Customer Service Contact Center Self service 88

Inbenta

JANUARY 17, 2022

9 Customer Service Trends for 2022. Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. This has a direct impact on customer service.

Customer Service 98

Customer Service Self service Chatbots B2B 98

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Apple has realized this, with a clear focus on service, particularly within Apple Stores , which provide a high quality experience, helpful staff and a focus on ensuring that customers get the best from their technology.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Author: Derek Lewis Many organizations are embracing digital transformation , making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. So how can they better connect with customers? Published on: October 06, 2015.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Author: Steve Nattress The spread of digital customer service channels, from email and chat to social media , can provide organizations with significant benefits. Published on: September 16, 2015.

Customer Service 76

Customer Service Multichannel Upselling Self service 76

Eptica

NOVEMBER 4, 2015

retail customer service? So at Eptica we thought it would be a good time to look at how they perform when it comes to the customer experience. Unsocial customer service The headline finding is that if you want to get a response to your question, the best channel to choose is email , both for speed and accuracy.

Customer Service 76

Customer Service Multichannel Self service Advertising 76

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. These pressures actually mean that service is even more important than ever, according to research from the Institute of Customer Service (ICS). Published on: September 23, 2015.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Provide Support

JANUARY 3, 2017

5 Considerations When Building Multichannel Customer Support. The number of channels and choices for customer support are growing and businesses who enable customers to reach them on the channel of their choice experience high levels of customer satisfaction. Read more. © 2003 - 2016 Provide Support LLC.

Multichannel 50

Multichannel Customer Support Best practices Self service 50

Eptica

OCTOBER 4, 2017

Date: Friday, October 6, 2017 3 reasons why multichannel customer service is important to NHS BSA. Author: Pauline Ashenden NHS Business Services Authority provides a range of critical central services to NHS organisations, NHS contractors, patients and the public. Bridging the chat gap in customer experience.

Multichannel 48

Multichannel Customer Service Self service Customer Experience 48

Eptica

NOVEMBER 18, 2015

Date: Wednesday, November 18, 2015 The state of UK email customer service. Author: Steve Nattress In an era where social media, self-service and chat are being increasingly used for customer service , it is easy for organisations to overlook email or to not provide the channel with sufficient resources.

Customer Service 75

Customer Service Multichannel Transportation Self service 75

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Urgency, complexity and emotional importance Thankfully, customer service isn’t normally a matter of life or death, but understanding the urgency of a request helps prioritize it if queue volumes are high.

Customer Service 71

Customer Service Multichannel Self service Contact Center 71

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. Published on: June 15, 2016.

Self service 51

Self service Multichannel Contact Center Feedback 51

ProProfs Blog

FEBRUARY 13, 2019

Seventy percent of US consumers opine they have already made a choice to be loyal to a company delivering great customer service. Now that you have realized how customer service experience affects your business results, it’s time you strategize and follow these customer service trends in 2019.

Customer Support 117

Customer Support Multichannel Enterprise Self service 117

TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. Embracing technology provides BPO with the opportunity to own the automated self service part of the process.

Call Center 139

Call Center Technology outsourcing Self service 139

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Author: Derek Lewis In a multichannel world, the telephone is no longer the default choice of consumers when they want to make contact with an organization. Published on: October 21, 2016. Yet new research from consumer group Which?

Multichannel 65

Multichannel Customer Service Self service Contact Center 65

VocalCom

DECEMBER 11, 2017

While self-service is key to helping customers find information quickly, IVR is an essential tool for making it happen. Here are five key benefits of IVR that make it so vital to creating seamless self-service experiences. IVR systems provide many rich features that enhance the self-service experience.

Interactive Voice Response 89

Interactive Voice Response Customer Service Self service Contact center software 89

JustCall

MARCH 7, 2023

The digital revolution has changed the face of customer service. Today, customers no longer rely solely on phone calls to contact businesses. This is where a multichannel contact center comes into the picture. This is where a multichannel contact center comes into the picture.

Multichannel 52

Multichannel Contact Center Interactive Voice Response contact center solutions 52

Hodusoft

NOVEMBER 22, 2022

Why BPO Companies Must Adopt Multichannel Customer Support Center In today’s digital world, customers expect businesses to be accessible and accommodating at all times. An omnichannel call center software is the latest advancement in Unified Communication that helps BPO companies deliver seamless customer service.

Multichannel 52

Multichannel Customer Support Interactive Voice Response call center software 52

Eptica

AUGUST 14, 2015

This changing banking landscape, combined with continued low interest rates, means that the customer experience is now central to being successful in the market. The report outlines ten key areas to focus on: Extend customer service beyond traditional banking hours. Be totally multichannel. Make it mobile-first.

Banking 85

Banking Multichannel Customer Experience Finance 85

Eptica

NOVEMBER 6, 2015

Date: Friday, November 6, 2015 5 key customer service skills – and how technology can help improve them. Author: Anne-Merete Jensen Recruiting and retaining high quality customer service staff is one of the cornerstones of keeping consumers happy and loyal. Published on: November 06, 2015. Share this page on: Tweet.

Technology 76

Technology Customer Service Multichannel Self service 76

CSM Magazine

JULY 24, 2015

Today, customers receive support using a variety of channels, including phone, email, social media, video, self-service portals and chat forums. Customers are interacting with companies via a range of devices, including smartphones and tablets. Multichannel Support – Complex for Companies, Confusing for Customers.

Omni-channel support 79

Omni-channel support Multichannel Self service Virtual Agent 79

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Author: Pauline Ashenden When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service. Published on: November 04, 2016.

Enterprise 65

Enterprise Customer Service Multichannel Self service 65

Eptica

MAY 6, 2020

Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? The findings clearly reveal how many banks are still struggling with becoming truly multichannel, at a time when this is becoming increasingly important. Published on: May 06, 2020.

Banking 79

Banking Customer Service Multichannel Best practices 79

TechSee

AUGUST 26, 2020

However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. For years, companies have focused on improving CX by offering customers a seamless omnichannel or multichannel experience that provides consistency across multiple touchpoints and channels.

Self service 124

Self service Customer effort Multichannel Metrics 124

Upstream Works

DECEMBER 11, 2018

We’re seeing greater interest and adoption of Artificial Intelligence (AI) in our customers’ contact centers, including the use of bots to support the popularity of chat as a channel option and a surge in self-service. Not surprisingly, along with an increase in chat is an increase in self-service overall.

Customer Experience 96

Customer Experience Management Multichannel Self service 96