Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs. Self-service systems provide the answer.

Self service 51

Self service Multichannel Contact Center Feedback 51

SharpenCX

JULY 7, 2020

Take a look at our 101 questions to ask when evaluating your new contact center platform. I’ve wasted my entire lunch break trying to get help from customer service departments without resolution. Download Now: Use the Data Living in your Contact Center to Build Better Customer Experience Strategies. Accenture ).

Contact Center 86

Contact Center Customer Experience Customer retention Interactive Voice Response 86

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

VocalCom

JUNE 18, 2020

Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. 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.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. That’s a whopping 25.2%

Call Center 85

Call Center Airlines Contact Center Self service 85

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. self-service. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

pindrop

OCTOBER 12, 2021

It is commonly understood that KBAs are frustrating, not just for the consumers but for the contact centers themselves. A few interesting trends are taking place in contact centers. . Source: Contact Babel The US Contact Center Decision-Makers’ Guide, 2018 and 2021. in 2012 to 6.1%

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Joe Rawlinson

AUGUST 9, 2017

Empower your customer service team to handle service tickets across all channels by adopting a virtual call center platform such as 8×8 Virtual Contact Center that is equipped to deliver a consistent omni-channel experience. Add Value by Utilizing Technological Innovations.

Customer Service 104

Customer Service virtual call center Self service Analytics 104

TASKE Technology

APRIL 11, 2013

After sharing ideas at the conference, we thought that this time we’d talk about concerns for contact centers operating in the healthcare industry. Sourcing the Kaiser Family Foundation (May 2012), Health PAC online reports that “half of health care spending is used to treat just 5% of the population.”

Healthcare 40

Healthcare Contact Center Self service Technology 40

Clarabridge

AUGUST 1, 2018

According to Forrester , the number of consumers that use messaging has increased by more than 50% since 2012. The solution empowers businesses to effectively support customer service agents, identify common pain-points and trends from customer feedback and track key metrics over time to improve brand perception and customer interactions.

Customer Service 61

Customer Service Analytics Self service Contact Center 61

Taylor Reach Group

DECEMBER 14, 2021

They were founded in 2012. In the Contact Center as a Service (CCaaS) marketplace specifically, there are several strong offerings available. In many of these very large organizations there can be hundreds of people connected to the Contact Center and customer experience outcomes. minutes on average.

Contact Center 76

Contact Center Technology Entertainment Consulting 76

Sykes

MARCH 5, 2019

This demonstrates SYKES putting a stake in the ground with RPA which, combined with its core business process expertise and other complementary services, placed SYKES as the leader for vision and go-to-market strategy in our Customer Engagement Operations Top Ten.”.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Eptica

APRIL 26, 2016

The UK is ahead on the web In the UK the web is the first port of call for consumers looking for answers, and businesses have transformed the service they offer over the past five years, meaning they can now answer 66% of questions online. This has increased from 53% in 2012. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014.

Complaint resolution 41

Complaint resolution Benchmark Self service Contact Center 41

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. Artificial Intelligence-powered contact center tools. Building a better VEA.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

ProProfs Blog

JUNE 14, 2019

Great Customer Service Statistics. Customer Service Stats for Social Media. Rise of the Automation Industry & Self-Service. Build a Delightful Customer Experience With These Customer Service Statistics. In 2017, 35% reported reaching out on social channels, up from 23% in 2014 and 17% in 2012.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

SmartKarrot

FEBRUARY 16, 2022

According to 71% of consumers, customer service at large organizations has stayed the same or gotten worse in the past few years. 38% of respondents of a recent survey on CX, enhancing service levels is the top aim for contact centers in 2022. How are B2B companies driving customer experience?

Customer Experience 10

Customer Experience B2B Advertising B2C 10

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. What goes into good self-service?

Omni-channel support 38

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