CX Accelerator

JANUARY 7, 2019

This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. Imagine you’re on a company’s website and are searching through their knowledge base for an answer to a question before contacting customer service.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. According to an IPSOS survey in May 2020, 57% of Americans regularly used video chat. This starts with providing clear and clean instructions and a well-organized, up-to-date knowledge-base. Video Chat.

Chief Customer Officer 294

Chief Customer Officer Call Center Consulting Consulting 294

Lumoa

FEBRUARY 27, 2025

Check it out below: These changes should affect the following processes: Inviting users Creating a Collection Creating a Dashboard Creating a Card (from a Dashboard) Uploading Excel data (from the Jobs page) Creating a Group Creating a Dashboard Group These changes will soon be reflected in our knowledge base, around when the change goes live.

APIs 78

APIs Surveys Feedback Engineering 78

AWS Machine Learning

DECEMBER 11, 2024

Based on an internal survey, our field teams estimate that roughly a third of their time is spent preparing for their customer conversations, and another 20% (or more) is spent on administrative tasks. We deliver our chatbot experience through a custom web frontend, as well as through a Slack application.

Sales 92

Sales Accountability APIs CRM 92

Lumoa

FEBRUARY 27, 2025

You can get more information on Ask AI from our knowledge base. Upcoming webinars FRN DATA TILL HANDLING: BYGG EN CX-STRATEGI SOM GER VERKLIGA RESULTAT – We have an upcoming webinar series in Swedish that covers exciting new ways to analyze surveys responses! Things like names, addresses, phone numbers, and more.

Engineering 78

Engineering Surveys Feedback Personalization 78

Callminer

NOVEMBER 9, 2020

For more information on fraud prevention through the use of speech analytics and AI, download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI. ” – Knowledge-Based Authentication (KBA) , Techopedia; Twitter: @techopedia. Caller has difficulty answering KBA questions.

Call Center 345

Call Center Banking Contact Center Accountability 345

ShepHyken

JULY 3, 2020

Set Up a Knowledge Base. In a nutshell, a knowledge base is an area in your site that is dedicated to customer service. For example, a FAQ page is considered as a knowledge base. It is filled with tutorials and answers that you can send to your customers should problems and questions come up.

Customer Service 235

Customer Service Multichannel CRM Advertising 235

TechSee

OCTOBER 13, 2020

Many field service organizations are shifting to an operating model that focuses on performance-based SLAs, where the priority is keeping customer equipment running at all costs. According to a 2019 Gartner survey, 19% of service companies already offer these contracts, and another 26% expected to do so within 12 months.

Contact Center 202

Contact Center outsourcing Surveys Wait times 202

CSM Magazine

FEBRUARY 6, 2025

Common resources include: Support Channels : Implement live chat, email tools, or self-service resources like knowledge bases. Month 1-2 Identify common post-purchase pain points through customer surveys and support ticket analysis. Month 6 Measure results via CSAT and NPS surveys.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

TeleDirect

MARCH 20, 2025

Implement a knowledge base with solutions to common issues. Listening to customer opinions and making changes based on their input demonstrates a commitment to quality service. How to Gather Feedback: Conduct post-call surveys to gauge satisfaction. Train staff on problem-solving and decision-making skills.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

CSM Magazine

JANUARY 8, 2025

Knowledge Base Reduce repetitive queries and empower your customers by creating a self-service knowledge base. Customer Feedback Tools Understand your customers better with built-in tools for collecting insights, such as surveys and Net Promoter Scores (NPS).

Customer Service 52

Customer Service Self service Enterprise Wait times 52

Callminer

JUNE 9, 2020

Using tools to survey and even communicating directly can reveal certain issues that may be roaming through your call centers. Additionally, proper call routing ensures that your customers are connected with the most knowledgeable agent for their inquiry, which also reduces AHT.

Average Handle Time 182

Average Handle Time Best practices Call Center Coaching 182

TechSee

DECEMBER 28, 2020

A Salesforce survey indicates that 77% of service professionals say their company views them as customer advocates, 70% of agents say they’ve received training on how to be empathetic with customers, and 77% of agents say their role is more strategic — up from 71% in 2018.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

Balto

JANUARY 6, 2025

Knowledge base creation: Create FAQs and support resources to ease the load on your team and handle more customers. Key Highlights: Easy Survey Building: Qualtrics offers an intuitive platform with a drag-and-drop functionality that makes it easy to create interactive surveys.

Call Center 52

Call Center Coaching Surveys Contact Center 52

ProProfs Blog

APRIL 30, 2020

Survey Maker. The survey maker tool allows us to create forms to capture the personal information of every applicant, thereby, helping us in our attempt to be a paper-free organization. Forms, also help us in shortlisting candidates based on their relevant skills and cultural fitment. Internal Knowledge Base.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. According to a survey, around 52% of customers are willing to pay more for a better customer experience. . Opt for technological solutions.

Customer Support 185

Customer Support Self service Journey mapping Wait times 185

Callminer

OCTOBER 11, 2018

Employee engagement can be tracked by conducting surveys with quantitative and qualitative questions and having individual conversations with employees. He is an expert on knowledge bases and is KCS certified. How frequently call center agents use knowledge to resolve customer queries.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ShepHyken

FEBRUARY 1, 2022

Many brands are still hamstrung by the old ways of organizing information – they typically have answers hidden four, five, or six clicks deep into a knowledge base or scattered across different departments in the organization. Why is a knowledge base important? Customer support teams are under pressure.

Average Handle Time 185

Average Handle Time Chatbots Self service Customer Support 185

ProProfs Blog

DECEMBER 14, 2018

Smart reports & surveys make for the most wonderful part. Not only can business trends be documented and found with a help desk software, like ProProfs Help Desk but other applications or surveys can be implemented. A help desk ticketing system comes integrated with Survey Maker , Live Chat , and Knowledge Base.

Surveys 142

Surveys Customer Support Metrics call center software 142

ShepHyken

SEPTEMBER 20, 2022

Give them their own bot assistants and real-time knowledge bases that they can leverage to solve their customer’s problems. A NICE survey found that 80% of consumers will start with digital (website, app, Google search, YouTube, etc.) Turn customer support agents into customer service executives who own the experience.

Scripts 176

Scripts Consulting Consulting Surveys 176

AWS Machine Learning

NOVEMBER 15, 2024

In Part 1 of this series, we defined the Retrieval Augmented Generation (RAG) framework to augment large language models (LLMs) with a text-only knowledge base. The data sources may include seismic surveys, well logs, core samples, geochemical analyses, and production histories, with some of it in industry-specific formats.

APIs 113

APIs Engineering Chatbots Construction 113

TeleDirect

MARCH 9, 2025

Encourage the use of knowledge bases for quick access to customer information. Gather and Implement Customer Feedback Send post-call surveys to identify areas for improvement. Reduce Average Handle Time (AHT) Without Sacrificing Quality Use call monitoring software to identify and remove inefficiencies.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

ShepHyken

SEPTEMBER 22, 2023

From AI-powered chatbots to hyper-personalization, and with the aid of knowledge-base management solutions , the future of customer service is bright and full of potential. Service has become the main point of contact between a business and its customers, greatly affecting their perception of the brand.

Customer Service 166

Customer Service Chatbots Self service Customer Care 166

Interactions

OCTOBER 23, 2024

More than one-third (36%) of retailers surveyed by NVIDIA are currently investing in Conversational AI and NLP for digital channels. The same survey notes that 52% of all retailers are opting to use a partner to help implement AI. According to the Google survey, 95% believe Gen AI will have an impact on the customer experience.

Contact Center 62

Contact Center Surveys Self service Analytics 62

TechSee

SEPTEMBER 29, 2020

Customers will jump at the opportunity to help themselves – 90% of respondents in a Microsoft survey say they expect brands and organizations to offer a self-service option. Improve AHT with knowledge bases. Reduce second-time calls with better FCR. ” Techniques to optimize time.

Call Center 196

Call Center Self service Gamification Contact Center 196

CSM Magazine

JANUARY 9, 2025

The entertainment industry has long since moved beyond traditional formats, opening up new opportunities for those who appreciate comfort and variety. From classic card games to modern machines with spectacular graphics and unique mechanics, there is something for everyone.

Entertainment 52

Entertainment Surveys Banking Accountability 52

Calabrio

MARCH 11, 2025

Build a better internal knowledge base A knowledge base serves as a central repository of information for your team and includes how-to guides, frequently asked questions, and troubleshooting help, which encourages self-service.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

ShepHyken

OCTOBER 4, 2022

Customer service representatives must have the tools they need, from knowledge bases, coaching, and training to make empowered decisions on how to best serve the customer. Then, fans or customers will give feedback through comments, surveys, and brand loyalty.” ” “It’s not B2B or B2C.

Brand ambassadors 166

Brand ambassadors B2C Coaching B2B 166

CX Accelerator

JANUARY 25, 2019

Here are two proven employee engagement metrics to consider: 1) Employee Engagement Score Using Pulse Surveys We have been using the completely free version of OfficeVibe (pictured below) for a few months now, and it's just fantastic. OfficeVibe is not the only way to do this, but I'd highly recommend going with a pulse survey tool.

Journey mapping 140

Journey mapping Metrics Surveys Employee engagement 140

ProProfs Blog

AUGUST 28, 2020

New technologies like live chat, knowledge base and ticketing systems are just a few examples of this technological era. In a survey, 71% of consumers identified that quick solutions are one of the deciding factors for them to see if their experience was good or not. Watch: How to Create a Self-Service Knowledge Base .

Self service 157

Self service Feedback Airlines Metrics 157

CSM Magazine

JANUARY 7, 2025

Comprehensive Knowledge Base For those who prefer self-service, Nintendo provides a detailed online support portal. While every support experience can vary, Nintendo often ranks highly in satisfaction surveys compared to other gaming brands. How Does Nintendo Compare to Other Gaming Brands?

Accountability 52

Accountability Wait times Self service Surveys 52

ProProfs Blog

JUNE 26, 2020

Customer Satisfaction Survey. Customer Satisfaction Surveys are used to measure customer satisfaction with the company’s products, services, and brand experience. These surveys measure customer satisfaction scores (CSAT) that help provide valuable insights that can be used to improve your business strategies and customer retention.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

CSM Magazine

DECEMBER 19, 2024

For example, in a large survey of retailers across the U.S., 67% of retail employees and customers in a survey of 800 admitted to sweethearting within the last two months. UK, Norway, and Sweden, video surveillance came out on top as the most effective way to prevent theft.

Surveys 98

Surveys Technology Personalization 98

TeleDirect

MARCH 14, 2025

Implement a knowledge base for quick reference. Ways to gather feedback: Conduct post-call surveys to assess satisfaction levels. Implement improvements based on recurring feedback. A high FCR rate reduces customer frustration and increases brand trust. Enable real-time call monitoring to identify areas of improvement.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

TechSee

OCTOBER 9, 2018

According to a survey by Desk.com , 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media. According to a Techsmith survey , Millennials are twice as likely to choose visual communication methods, such as screenshots, screencasts, or videos, compared with Baby Boomers.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

ROI CX Solutions

JANUARY 9, 2025

Self-service knowledge bases Customers often prefer finding answers themselves. That’s why a well-designed knowledge base acts like a 24/7 customer service library. The secret to an effective knowledge base lies in three key elements: intuitive organization, regular content updates, and clear, concise instructions.

Customer Service 52

Customer Service Interactive Voice Response Chatbots Analytics 52

Nicereply

DECEMBER 17, 2024

This core customer service KPI is typically measured through surveys that ask people to rate their agreement with statements like, “The company made it easy for me to handle my issue.” SaaS companies are luckier than others in the sense that serving customers with CES measurement surveys is quite easy.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52