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. that can be automated.

Contact Center 207

Contact Center Call Center Interactive Voice Response Multichannel 207

Fonolo

JUNE 14, 2018

Overhauling company infrastructure to provide a more ‘personal’, intimate customer experience: Companies who have seen success in both online and in-store sales continue to reach the customer at every turn, via pop-up shops, alerts, and other innovative means. The critical aspect to any ‘race to the top’ is speed.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

CCNG

JANUARY 4, 2023

Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction. In this white paper we focus on the information made available to contact center agents. How can this be done? CSRs Providing Different Answers.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Fonolo

JULY 5, 2018

What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” It also gets strengthened by the marketing efforts of all the vendors selling self-serve technology. Another Way to Think About it.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Fonolo

JUNE 20, 2018

Provide the option for online self-service. Use technologies that support both the customer and the agent. Calm customers with call-backs. If you require a deeper dive into ramping up your CX regimen, be sure to check out our recent white paper which gives a play-by-play of the CX trends for the year.

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

Fonolo

APRIL 24, 2018

Our favorite chart: Customer Service Index Report. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). See Apple’s Business Chat Has a Golden Moment to Dominate Customer Service. Who wrote it: Five9.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

JULY 19, 2018

The demand for real-time human-assisted help – whether by voice or text – is not primarily a result of insufficient self-service tools. There are already many ways for companies to offer self-serve interactions to their customers. White Paper: 9 Critical Contact Center Trends for 2018.

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

Zappix

FEBRUARY 20, 2024

Empower your customers and revolutionize your customer service experience with Zappix’s omnichannel Digital Self-Service. The post Digital Self-Service Brochure appeared first on Zappix.

Self service 52

Self service Enterprise Customer Experience Customer Service 52

Eptica

FEBRUARY 28, 2018

Date: Wednesday, February 28, 2018 Why the future of customer service isn’t just automation. Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers.

Customer Service 62

Customer Service Banking Self service Best practices 62

Inbenta

APRIL 10, 2024

How Banks Can Leverage AI to Improve Self-Service, NPS and Customer Experience at Scale When customers think about their banking relationships, what do they prioritize? It turn out quality customer service ranks higher than most other priorities, including branch locations or sign-up bonuses.

Banking 52

Banking Self service Chatbots Customer Service 52

teleopti

APRIL 30, 2019

For example, today’s customer service departments have a powerful role to play in sharing best-practice principles with the rest of the organization. Empower employees with self-service – allowing people to take control of their work-life balance boosts engagement levels by reducing stress and absences.

Employee engagement 80

Employee engagement Management Self service Strategic Value 80

Nicereply

MAY 4, 2022

Ecommerce support service is a key part of any business, especially eCommerce. But it’s more than just a customer service department. It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales. Let’s find out!

Best practices 98

Best practices Self service Sales Surveys 98

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty.

Self service 40

Self service Contact Center Call Center Customer Service 40

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty.

Self service 40

Self service Contact Center Call Center Customer Service 40

Calabrio

JUNE 13, 2017

Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Our customers have reached out to us and it’s up to us to deliver service and drive customer loyalty.

Self service 40

Self service Contact Center Call Center Customer Service 40

Serenova

NOVEMBER 26, 2019

Fact: Most Companies Struggle with Omnichannel Customer Service. Businesses have an increasing selection of new applications to implement—from mobile apps to chatbots to self-service powered by artificial intelligence (AI). That means service inconsistencies are annoying a healthy percentage of your customers.

Customer Service 69

Customer Service Contact Center Chatbots Surveys 69

Fonolo

JUNE 5, 2018

For over a decade, “Net Promoter Score” has held the spotlight when it comes to measuring customer satisfaction, but that seems to be changing now. This study asked 1,900 customer service leaders about their priorities for call center metrics. Are voice interactions becoming a smaller part of the customer service picture?

Metrics 79

Metrics Call Center Average Handle Time Self service 79

Cisco - Contact Center

NOVEMBER 24, 2020

Hope and Hype for Customer Service and Support Solutions — Insights from Cisco and Gartner Research. Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead.

Contact Center 100

Contact Center Technology contact center solutions Cloud contact 100

Comm100

FEBRUARY 11, 2025

They dont force you to call a single phone number during business hours; they offer live chat, AI chatbots tailored for higher education , mobile apps, and self-service portals. Let Students Find Answers with Self-Service Options When was the last time you called customer service to check your bank balance or get an update on an order?

Chatbots 52

Chatbots Education Banking Self service 52

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The current generation of self-service solutions, intelligent virtual agents (IVAs), are smart, omni-channel systems that automate many types of inquiries.

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

Fonolo

FEBRUARY 20, 2020

According to a 2019 survey by Arise , more than 65% of people would only wait on hold two minutes or less, with about 13% of respondents saying they’re not willing to wait on hold at all, and slightly more saying they wouldn’t even call customer service because they think it’ll take too long to get answered.

Contact Center 101

Contact Center Call Center Wait times Technology 101

TechSee

MARCH 19, 2018

It recognizes faces and smiles in cameras; it helps self-driving cars read traffic signs and avoid pedestrians; it allows factor robots to monitor problems in the production line. In customer service, it helps the computer see the problem, as a true virtual technician. Object recognition in a technical support model.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

VocalCom

JULY 2, 2020

On the other hand, technology does more than answering the basic needs of customers. In a study by Harvard , 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. Dealing with Greater Complexity.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

VocalCom

JUNE 24, 2020

Agents must be assisted by technology to do their job better, by being freed from the more mundane tasks to focus on adding value and deliver an experience that is more empathetic to the customer. Proactive customer support is about identifying and resolving customer issues before they even arise. Proactive experience hubs.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Fonolo

AUGUST 29, 2018

My friend and call center trainer, Judy McKee, said something years ago that stuck with me, “Never make the customer feel wrong or stupid.” We call it the ‘golden rule’ of customer service. We are all customers for something. Think about how you want to be treated, and treat your customers accordingly.”.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

VocalCom

JUNE 18, 2020

Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Fonolo

SEPTEMBER 6, 2018

to real-time messaging, simulation, self-service and crypto-currency. These technological breakthroughs point toward a future with remarkable changes in the customer service landscape. Despite these advancements, the human element still rules as the best way to deliver efficient customer support.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.)

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

teleopti

SEPTEMBER 18, 2019

How do they galvanize customer service teams to manage social media interactions positively and in real-time? Provide them with a greater sense of independence and satisfaction by way of self-service options for preferred shifts, holiday requests or time off for medical appointments. Download White Paper.

Management 57

Management Customer advocacy Employee engagement Contact Center 57

Monet Software

DECEMBER 19, 2019

Interested in exploring how many customer service responses are received when the company launches a high-profile advertising campaign? The January return season can be accompanied by a higher number of disgruntled customers seeking hard-to-process refunds. . Need to know how many contacts to expect on a Tuesday in August?

Real estate 77

Real estate Average Handle Time Contact Center Call Center 77

Solvvy

SEPTEMBER 17, 2022

What is a Customer Service Knowledge Base? To build strong relationships with your customers, you must be transparent and provide information. A customer service knowledge base gives you an easy way to provide tips and guidance to educate your users or customers. Articles, white papers, and e-books.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

Fonolo

APRIL 24, 2018

Our favorite chart: Customer Service Index Report. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). See Apple’s Business Chat Has a Golden Moment to Dominate Customer Service. Who wrote it: Five9.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Serenova

DECEMBER 13, 2019

If you’re trying to elevate your customer service (and your customer service reputation) the trick is making changes that will generate the most impact. Reduce Agent Stress for Happier Customers. Rather than waiting for customers to contact you, proactively send support at appropriate times.

Contact Center 53

Contact Center Customer Service Wait times Surveys 53

Quiq

DECEMBER 5, 2019

Read our most popular white paper that spells out the 7 compelling reasons to implement messaging now. Creditunions.com: 7 Strategies to Support Self-Service. The race toward the next generation of self-service is underway. Download the PDF. 7 Reasons Your Members Want To Text You. Download the PDF.

Self service 57

Self service Best practices Call Center Technology 57

Comm100

MAY 31, 2016

“Thank your customer for complaining and mean it. ” – Marilyn Suttle, success coach and customer service expert. Handling difficult customers can be emotionally and financially draining, but as Marilyn Suttle points out, a difficult customer is still a customer. Personalized picks.

Customer centricity 59

Customer centricity Self service Chatbots Feedback 59