CCNG

JANUARY 4, 2023

In this white paper we focus on the information made available to contact center agents. However, we know that many customer needs (and customer types) still require the personal atten­tion of live agents. How can this be done? We also know that customer satisfaction and agent satis­faction show signs of level­ing off.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The Power of Visual Automation. Bringing visual automation to contact centers. Benefits to agent productivity.

Contact Center 111

Contact Center Average Handle Time First call resolution Self service 111

ShepHyken

MARCH 31, 2018

When customers leave a scathing review on Facebook or send a nasty tweet, it is often because the first effort, whether on the phone, through social media, or even in person, was not handled to the customer’s satisfaction. Regardless of the reason, responding the right way can springboard your customer service reputation.

Marketing 226

Marketing Customer Service Airlines Self service 226

Fonolo

JUNE 20, 2018

More and more, a way of standing out from the crowd and winning over customers is by ensuring a top-notch, personal experience from start to finish. Make the customer experience as personalized as possible. Celebrate your greatest customers, both publicly and personally. Take it personally. Being memorable. Be proactive!

Customer Experience 120

Customer Experience Brand ambassadors Education Feedback 120

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. You wouldn’t talk with your mouth full in person, so there’s no excuse to do so over the phone. The single worst thing a contact center agent can do during a call is eat…”.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Aspect

DECEMBER 19, 2017

With the advent of patient portals through mobile or disposable apps, patients can easily check physician visit summaries and test results, view prescriptions and access personal data within a few clicks and swipes. Enter mobile self-service patient engagement solutions. Check out our white paper here.

Healthcare 88

Healthcare Self service CRM Technology 88

Inbenta

OCTOBER 30, 2024

Conversational AI solutions help businesses keep their customer service prompt, efficient and continuous, even at the busiest times. The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience?

Self service 52

Self service Benchmark Chatbots Enterprise 52

Nicereply

MAY 4, 2022

So what are some of the best practices for stellar eCommerce customer service? Personalize your Ecommerce support service. No doubt, customers want quick answers to their queries, but at times they also wish for personalized assistance and expert advice. The Internet has made customer service a personalized experience.

Best practices 98

Best practices Self service Sales Surveys 98

teleopti

APRIL 30, 2019

Larger organizations might even seek to hire a dedicated person with engagement written into their job description, a new form of CEO or “Chief Engagement Officer”. 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

InGenius

JULY 27, 2017

Today, when a customer needs service, they typically try three to four self-service channels before contacting support by phone. We're pleased to share a new white paper written by McGee-Smith Analytics that tackles the subject of digital transformation for the contact center industry.

Contact Center 48

Contact Center Education Self service CRM 48

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. Welcome to the All New Webex.

Customer Experience 111

Customer Experience Contact Center APIs Analytics 111

VocalCom

JUNE 24, 2020

With the development of machine learning, organizations can deploy innovative, personality-based routing: smart pairing technologies allow, based on dynamic behavioral patterns, to match the best agent with each customer to increase the number of positive contacts and enhance satisfaction levels.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

VocalCom

JULY 2, 2020

Going forward, the use of big data and analysis powered conversational assistants, chatbots and self-service, will automate the handling of simple enquiries, will allow customers to quickly and easily fix their issues themselves, 24/7. The rise of self-service has made human support even more critical.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

Uniphore

JANUARY 21, 2022

Armed with next-generation AI, healthcare service providers can deliver a seamless end-to-end consumer journey—from faster self-service with fewer steps and redundancies to more efficient live interactions with higher customer satisfaction (CSAT) and first contact resolution (FCR) rates. Download the Whitepaper.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

TeamSupport

JUNE 3, 2020

In Part 2, we explore all of the self-service options available within the TeamSupport platform. We regularly produce relevant thought-leadership content in the form of this blog, editorial articles, white papers, e-books, and webinars. Help Yourself. Find them on the TeamSupport website.

B2B 64

B2B Education Self service Customer Support 64

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. Human agents make informed judgments and offer personability, both highly desired traits in the CS ecology.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

teleopti

SEPTEMBER 18, 2019

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. Building an organization that is fuelled by customer service makes sound business sense. Download White Paper.

Management 57

Management Customer advocacy Employee engagement Contact Center 57

Fonolo

JANUARY 14, 2020

He’s a Huffington Post top 100 customer service professional with over 15 years of experience in the industry. On his personal blog — named after his book ‘ Win the Customer: 70 Simple Rules for Sensational Service’ — he explores his passion for technology, customer relations, and customer loyalty.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Calabrio

APRIL 27, 2017

As companies have expanded self-service options on their websites and have adopted new channels, many questions have been eliminated or filtered through email or social media channels. Download this white paper to learn more about changing workforce challenges in the contact center. Managing changing customer behavior.

Contact Center 65

Contact Center Call Center Self service Technology 65

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Doing” human interactions well in an increasingly self-service world will set you apart.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. So, where does personalization fit into this narrative?

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. So, where does personalization fit into this narrative?

Personalization 52

Personalization Customer Service B2B SaaS 52

Eptica

FEBRUARY 28, 2018

When bank customers used an ATM rather than interacting with a person, their overall level of satisfaction with the bank fell. All of these points mean that brands need to think automating customer service processes. Clearly, this doesn’t mean that automation and technology have no place in customer service.

Customer Service 62

Customer Service Banking Self service Best practices 62

ProProfs Blog

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. 16% of customers prefer to use live chat software as customer support and service channel than self-service and social media platforms.

Wait times 135

Wait times Customer Support Transportation Sales 135

SmartAction

SEPTEMBER 25, 2018

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers. Limited Automation Options.

Virtual Agent 40

Virtual Agent Interactive Voice Response Contact Center Self service 40

Comm100

MAY 31, 2016

Offer Comprehensive Self-Service Options. According to research conducted by Steven Van Belleghem , a best-selling author, 70% of customers expect a self-service option from companies. The following self-service channels can help you prevent a number of difficult customers scenarios from occurring: FAQ.

Customer centricity 44

Customer centricity Self service Chatbots Feedback 44

AWS Machine Learning

NOVEMBER 6, 2024

In this post, we share how Hearst , one of the nation’s largest global, diversified information, services, and media companies, overcame these challenges by creating a self-service generative AI conversational assistant for business units seeking guidance from their CCoE.

Government 89

Government Best practices Self service Management 89

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Through competition, feedback and reward, agents gain a sense of personal achievement and learn the soft skills needed to provide a more human and positive experience with customers.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

NobelBiz

FEBRUARY 13, 2024

By equipping agents with the right information at the right time, it fosters a more informed and personalized customer interaction, setting new standards for efficiency and effectiveness in the contact center industry. This integration is crucial for delivering a customer-centric experience.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Natalie Petouhof

AUGUST 15, 2022

And it allows agents to build rapport and increase personalization. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Analytics Surveys Big data 52

Fonolo

AUGUST 21, 2018

And, there’s this, from the Apple Business Chat page: “Talk to a real person … Most often, your conversations will be with a live agent. You might get a fast, automated response for simple requests, but a real person will be available if needed.”. How serious is that promise that “a real person will be available”?

Customer Service 52

Customer Service Call Center Self service Personalization 52

CSM Magazine

OCTOBER 16, 2020

Create a knowledge base (blog articles, webinars, white papers, infographics, etc.) You can also add self-service tools. If your business model allows, make personalized offers to some clients. Customer education programs are not new. They are critical to your success. Bottom Line.

Customer retention 52

Customer retention Brand ambassadors Finance Banking 52

Serenova

DECEMBER 13, 2019

Because of improved self-service, customers often resort to calling the contact center only when they have complicated issues or have been frustrated by other channels. In the Vanson Bourne research , 61% of respondents noted that difficulty reaching a person when they had a complaint tarnished their experience overall.

Contact Center 53

Contact Center Customer Service Wait times Surveys 53

Mindtouch

FEBRUARY 16, 2017

These transitions must be based on data, but currently too many companies are using generic, commoditized data coming through marketing filters, yielding information that is not personalized. They can drill down and analyze data to the Nth degree and create a personalized experience accordingly. On foot or online.

Real estate 48

Real estate Big data Upselling Self service 48

Totango

SEPTEMBER 22, 2022

Lead : Person who has expressed some interest in the service. This can be anything from downloading a white paper to signing up for a trial. Evaluating : A user or company actively assesses the service, usually during a trial or freemium period. Eloqua is Oracle’s marketing automation platform.

SaaS 71

SaaS CRM Advertising Analytics 71

CSM Magazine

JANUARY 12, 2021

Options include working with their chosen AI vendor in terms of enterprise offerings, self-service or as a managed service. Don’t try to replace your people – after all, despite the benefits Natural Language Processing that AI tools offer, many customers still crave the personal service provided by another human being.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Comm100

JUNE 7, 2016

For example, if a customer finds out that they have been shopping at your store for years without receiving a loyalty card, she may be personally offended and decide not to come back. Offer Comprehensive Self-Service Options. Self-checkout stations. Loyalty cards and phone apps that reward in-person purchases.

Customer centricity 42

Customer centricity Self service Sales Feedback 42