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. When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. Vinay Amin. EuNaturalHealth.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Nicereply

MAY 4, 2022

Enable self-service. The first step in providing an improved customer service experience is to ensure your customers can help themselves whenever possible. In a survey, 88% percent of participants from the United States stated that they expect brands to offer a self-service support portal. Wrapping up.

Best practices 98

Best practices Self service Sales Surveys 98

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

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

Fonolo

JANUARY 31, 2018

This is the latest in their “Inner Circle” series which is based on industry surveys. Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Cisco - Contact Center

DECEMBER 17, 2020

With the new Webex Contact Center, we’ve integrated Webex Experience Management post-call surveys which can be sent to customers via text, email, or IVR so you can get immediate feedback about their experience. This fusion of human and AI results in natural, fast, and easy around-the-clock self-service.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Serenova

NOVEMBER 26, 2019

Businesses have an increasing selection of new applications to implement—from mobile apps to chatbots to self-service powered by artificial intelligence (AI). You may have added some of these to your own service offerings, but have you invested in ensuring every application contributes to an overall harmonious customer experience?

Customer Service 69

Customer Service Contact Center Chatbots Surveys 69

Connecting the Dots

FEBRUARY 9, 2021

Both groups were surveyed on their satisfaction and views of SCE’s concern for conservation. Those customers receiving the email were 30% more satisfied with service and SCE, while only about half as many high bill complaints were received from them. For more information on onboarding, read our Customer Onboarding White Paper.

Education 62

Education Self service Consulting Consulting 62

DMG Consulting

JULY 11, 2017

This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses. DMG Surveys. I would like to participate in future DMG Surveys.

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

DMG Consulting

JULY 11, 2017

This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses. DMG Surveys. I would like to participate in future DMG Surveys.

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

Quadient

SEPTEMBER 28, 2020

As a result, there are certain customer experience requirements that have come to the fore and if telecom service providers are lax in meeting them in any way, they face certain business risks. . This would be a wrong assumption. Do customers think switching Telecom providers is easy? . . .

Customer Experience 52

Customer Experience Management Self service Telecommunications 52

Comm100

MAY 31, 2016

According to a comScore study with UPS , 67% of the 5,000 consumers surveyed checked a company’s return policy before making a purchase online, and 58% want a “no questions asked” experience. Offer Comprehensive Self-Service Options. Blog, reports, and white papers. Set Return Policies.

Customer centricity 49

Customer centricity Self service Chatbots Feedback 49

Serenova

DECEMBER 13, 2019

According to a survey of 3,000 consumers by Vanson Bourne for Serenova , customer experience can make or break your reputation with new and prospective customers. Ninety-four percent of people surveyed say their service interactions impact their decision to stay with a company or switch to a competitor.

Contact Center 53

Contact Center Customer Service Wait times Surveys 53

Natalie Petouhof

AUGUST 15, 2022

“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. Similarly, employee surveys can gather some actionable feedback. Clearly, there’s a gap to close.

Customer Experience 52

Customer Experience Analytics Surveys Big data 52

CSM Magazine

OCTOBER 16, 2020

According to a Global Consumer Banking Survey by Ernst & Young, consumers want to trust and engage deeper with banks, lenders, and credit unions. Create a knowledge base (blog articles, webinars, white papers, infographics, etc.) You can also add self-service tools. Turn Tailored Communication into a Priority.

Customer retention 52

Customer retention Brand ambassadors Finance Banking 52

Connecting the Dots

JUNE 16, 2021

Result : Both groups were surveyed on their satisfaction and views of SCE’s concern for conservation. Those customers receiving the email were 30% more satisfied with service and SCE, while only about half as many high bill complaints were received from them. For more information on customer onboarding, read our White Paper (PDF).

Education 48

Education Self service Consulting Consulting 48

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper In our work with more than one hundred organizations over the past five years, we have observed that ineffective customer onboarding (onboarding) is a principal cause of customer disenchantment that can precipitate significant and unnecessary customer churn. A recent survey of 2,000 U.S.

Education 62

Education B2B Sales Surveys 62

NICE inContact

NOVEMBER 9, 2018

We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. But contact centers are not built to serve managers, they are built to serve customers. Most interactions occur over the phone.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

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. Create content on common questions and make it available as a self-service option. Expand Digital Capabilities.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Comm100

JUNE 7, 2016

Offer Comprehensive Self-Service Options. Like in the ecommerce world, customers in traditional stores are increasingly seeking self-service options. In-store self-service options can be: A brochure, catalog, or pamphlet that features store policies, products, sales etc. Take the Customer-Centric Approach.

Customer centricity 44

Customer centricity Self service Sales Feedback 44

Transparent BPO

DECEMBER 3, 2019

TBPO: What does the future look like regarding AI, voice assistants, and other forms of self-service technology? Will it replace the need for human agents or merely change the dynamic as it relates to service delivery? Free infographic & white paper explains why. Here are the main takeaways from that interview.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

Comm100

MAY 13, 2016

Have your team implement an “idle rule” You can log out of a session after a certain length of time and have an automatic email sent to the customer with further options (like phone, email, or self-service). Make them feel valued, and invite them to fill out a feedback survey that can be used to improve your business.

Self service 46

Self service Surveys Customer Service Feedback 46

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. Create content on common questions and make it available as a self-service option. Expand Digital Capabilities.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. A good customer service knowledge base: Meets Customer Expectations for Self-Service. Your customers, who routinely use search engines to find the answers to questions, expect you to provide similar experiences for your products or services. How-to instructions.

Customer Service 62

Customer Service Self service Engineering Customer Support 62

Fonolo

FEBRUARY 7, 2013

A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Poor self-service options or alternative support channels. If your self-service options are not helpful or easy to use, people simply won’t use them. Create better self-service options.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 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. And studies show that empathy matters.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

Uniphore

DECEMBER 17, 2021

Conversational AI and Automation Optimize Experiences and Reduce Costs Optimizing the member experience starts by understanding and optimizing every conversation before, during, and after an agent/consumer interaction — from self-service to agent assistance to after-call follow-up and post-interaction analytics. Learn More.

Healthcare 52

Healthcare Contact Center Self service Wait times 52

Comm100

APRIL 26, 2020

Most organizations have a hard-enough time doing something meaningful with traditional survey data. Things get a lot more complicated when people are no longer bound to a specific survey format. It would be a lot easier if there was a proverbial “smoking gun” after every round of relationship surveys.

Customer centricity 52

Customer centricity Real estate Feedback Chief Customer Officer 52

JivoChat

AUGUST 9, 2021

survey, 60% of customers say experience is more important to them now than it was pre-COVID. Instead, you can use self-service options like knowledge bases, chatbots, and offline messages when agents are unavailable. You’ll also want to gather feedback directly via surveys and interviews. Per a recent Ultimate.ai

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

survey, 60% of customers say experience is more important to them now than it was pre-COVID. Instead, you can use self-service options like knowledge bases, chatbots, and offline messages when agents are unavailable. You’ll also want to gather feedback directly via surveys and interviews. Per a recent Ultimate.ai

Personalization 52

Personalization Customer Service B2B SaaS 52

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the live chat provider make it easy for customers to submit their feedback via post-chat surveys after their support interaction?

CRM 44

CRM Multichannel Marketing Accountability 44