Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. The post 2016 DevConnect Award Winners Choose to Innovate on Avaya appeared first on Avaya Connected Blog.

Self service 40

Self service Analytics Contact Center Marketing 40

Fonolo

OCTOBER 18, 2017

A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Executive Report on Performance & Agents.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Avaya

JUNE 17, 2016

The other winner joined us from The Standard and highlighted his ability to reduce five Avaya solutions to just two, creating applications with self-service, omnichannel communications. The post Avaya Breeze™ Proven to be a Breeze for Developers at IAUG 2016 appeared first on Avaya Connected Blog.

Self service 40

Self service Marketing Management 40

Creative Virtual

DECEMBER 14, 2021

This is something that organisations implementing a self-service virtual agent or chatbot should keep in mind, regardless of whether they are integrating it with live chat. Customers are more comfortable with and increasingly seeking out digital self-service options. appeared first on Creative Virtual.

Virtual Agent 52

Virtual Agent Self service Chatbots Feedback 52

Callminer

DECEMBER 17, 2019

.” – Shauna Geraghty, 10 Customer Service Statistics for Call Center Supervisors , Talkdesk; Twitter: @talkdesk. A survey of global contact center industry leaders carried out from November to December 2016 found that some 66 percent of their organizations were located in the U.S.” ” – E. “U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Provide Support

OCTOBER 25, 2016

While there will always be place for phone in customer service, in reality the majority of customers don’t really want to go back to the “good old days” and call you to get their questions answered. Published in Provide Support Blog , 2016. Read more. © 2003 - 2015 Provide Support LLC. Permalink | No comment.

Self service 77

Self service Customer Support Customer Service 77

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner.

Customer Service 49

Customer Service Self service CRM Analytics 49

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Aspect

JULY 11, 2018

For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. Self-service is not just for customers. Want to make your customers happy? Start with your agents.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

Toister Performance Solutions

NOVEMBER 7, 2017

A self-service portal allows us to troubleshoot our devices without calling support. Automation even sent this blog post to you if you subscribe via email. The Zendesk Answer Bot Customers often prefer self-service. His data revealed that 40 percent could have been handled via self-service.

Customer Service 67

Customer Service Self service Banking Personalization 67

Provide Support

JANUARY 3, 2017

But other platforms such as SMS, social media, live chat and self-service have all seen significant rises in popularity and use. Here’s a breakdown of best practices for successful multichannel customer service:(.). © 2003 - 2016 Provide Support LLC. Published in Provide Support Blog , 2017. Read more.

Multichannel 50

Multichannel Customer Support Best practices Self service 50

Aspect

JUNE 29, 2017

Despite recent strides taken to improve customer service in the airline industry, it remains to be seen whether these efforts will be great enough to stem the tide of such a historically poor reputation. To learn more about the innovative software transforming customer service today, check out Aspect.

Airlines 79

Airlines Interactive Voice Response Customer Service Self service 79

Mindtouch

APRIL 27, 2018

We see the sun rise and set, watch the airplanes landing throughout the day while we work on making the best customer self-service software on the planet. We’re grateful for our space, and we’re delighted to share our recent feature in the Hughes Marino Spaces We Love blog. Come work for MindTouch. See Open Jobs.

Self service 48

Self service Sales Customer Experience 48

Creative Virtual

OCTOBER 6, 2022

This has opened up new possibilities for delivering multilingual customer self-service. For example, this year I’ve been working on several conversational AI projects with businesses taking advantage of machine translation to provide customer service in multiple languages.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

Aspect

FEBRUARY 9, 2018

Is this evidence that the world isn’t ready for artificial intelligence (AI) or robotics-based customer service? Aspect’s 2016 Customer Experience Index revealed that two-thirds of consumers feel good when they can handle a customer service issue without having to talk to a person. I don’t think that’s the case at all.

Chatbots 51

Chatbots Self service Personalization Customer Experience 51

Mindtouch

JANUARY 31, 2018

Take Cyber Monday 2016, for example. Content is at the center of any good self-service customer experience. But it also improves the ability of novice agents to deliver a better customer service experience. The post 5 Ways Support Content Can Help Absorb Seasonal Spikes appeared first on MindTouch Blog.

Abandon Call 63

Abandon Call Chatbots Self service CRM 63

Mindtouch

FEBRUARY 8, 2018

The help content they create is, after all, central to a successful self-service support model. Employment of technical writers is projected to grow 11 percent from 2016 to 2026, faster than the average for all occupations. The post For Technical Writers, The Future Looks Bright appeared first on MindTouch Blog.

Self service 59

Self service Customer Support Management 59

Vonage

AUGUST 15, 2016

Forrester’s recent “ Top Trends for Customer Service ” study found, for example, that web self-service surpassed contact center voice calls for the first time ever in 2014. As featured on the Salesforce Blog. Using Salesforce CTI to connect customer data to the sales and service experience. Simon Says volunteer!

Self service 69

Self service Contact Center Surveys Sales 69

Aspect

JUNE 27, 2017

We’ve defined the value and need for a customer engagement center and we’ve discussed the following capabilities: self-service , omni-channel customer experience , and proactive outreach. Today, we are continuing with service intelligence. Service intelligence and skill based routing enables companies to do just that.

First call resolution 48

First call resolution Contact Center Self service Call Center 48

Anexa BPO

OCTOBER 11, 2022

Recent research shows that two-thirds of US buyers now opt for non-face-to-face interactions or digital self-service at various stages of the decision journey. In only the past five years, the number of channels that B2B buyers use has doubled, from 5 in 2016 to 10 in 2021.

B2B 52

B2B Multichannel Business Process Outsourcing outsourcing 52

NICE inContact

JANUARY 24, 2018

Similarly, the Salesforce Einstein AI platform was initially announced in 2016. SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). AnswerDash – AI-powered self-service support for web, mobile and chatbots. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. Read More.

Benchmark 40

Benchmark Self service Customer Experience 40

Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. Read More.

Benchmark 40

Benchmark Self service Customer Experience 40

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. Share this page on: Tweet.

Multichannel 49

Multichannel Self service Wait times Technology 49

ProProfs Blog

APRIL 5, 2019

There is an argument that interactive chatbots have a place in the market as many customers like the option to self-service. Then out of the blue, an email came from a customer suggesting that our customer service agents be renamed as ‘magicians’, because they had given her such great service. Your thoughts.

Customer Support 140

Customer Support Chatbots Customer centricity Feedback 140

Aspect

MARCH 12, 2018

Given the growing customer preference for solving problems on their own, you’d expect consumers to like interactive voice response, or IVR — the first generation of self-service technology. This turns idle hold time into productive time by sending a link to a customer offering a digital self-service option.

Interactive Voice Response 48

Interactive Voice Response Self service Chatbots Customer retention 48

Tenfold - Contact Center Blog

AUGUST 3, 2018

trillion in 2016. Another study from Call Centre Helper shares that only 12% of customer service managers focus on responding quickly to customer concerns. One of Forrester’s 2016 surveys shows that 41% of customers expect a response via email within a 6-hour time frame. Provide self-service options to empower your customers.

Best practices 64

Best practices Customer Service Contact center software Self service 64

NICE inContact

MARCH 10, 2016

In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. Self-Service Usage : Often times, customers can resolve their own issues without needing to get in touch with an agent. So, what are the top metrics you should be looking at?

Metrics 55

Metrics Call Center Average Handle Time First call resolution 55

Fonolo

JANUARY 15, 2019

It was expected that, by 2016, 89% of companies would be competing solely on the basis of customer experience alone (a 53% spike from four years prior). As CX expert Jeanne Bliss has suggested , “doing” human interactions well in an increasingly self-service world [is what] will set you[r contact center] apart” in the digital age.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Avaya

JUNE 14, 2016

My first exposure to self-service IVR application development was back in the early 1990s. In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. That’s a lot of wasted time. So what do I end up doing?

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Sales 40

Revation Systems

DECEMBER 11, 2017

Self-service. Along with the ability to conveniently communicate anywhere, anytime, digital transformation has also become popular with consumers who want to help themselves when they need customer service. This independent consumer attitude is further shaking up the traditional enterprise contact center model.

Contact Center 48

Contact Center Self service Technology Enterprise 48

Avaya

OCTOBER 7, 2016

Most customers also understand that there may be periods of high service calls, but they expect to have alternatives, in the form of call backs or self-service options. The post Transform the Customer Experience with an Intelligent Contact Center appeared first on Avaya Connected Blog.

Contact Center 81

Contact Center Customer Experience Self service Best practices 81

Solvvy

DECEMBER 16, 2019

” Facebook began offering Facebook Messenger “bots” to brands on their platform in 2016, and many other companies quickly followed suit. Machine learning in self-service support. Finally, that brings us to the AI-driven self-service platform. . That could mean: Growth in self-service solutions.

Interactive Voice Response 48

Interactive Voice Response Customer Service Chatbots Self service 48

Aspect

AUGUST 7, 2017

In the 2016 Aspect Consumer Experience Index research, two-thirds of consumers said they feel good when they can handle a customer service issue without having to talk to a live person. But as the data shows, customer service chatbots are not just addressing customers’ self-service desires for simple query resolution.

Chatbots 48

Chatbots Contact Center Surveys Banking 48

Aspect

AUGUST 7, 2017

In the 2016 Aspect Consumer Experience Index research, two-thirds of consumers said they feel good when they can handle a customer service issue without having to talk to a live person. But as the data shows, customer service chatbots are not just addressing customers’ self-service desires for simple query resolution.

Chatbots 48

Chatbots Contact Center Surveys Banking 48

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. The best of self-service.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Squelch

SEPTEMBER 27, 2019

For those who missed this insightful presentation, here are the top takeaways: Self-Help Is on the Rise. If you follow blogs, podcasts, or social media accounts that cover customer support, you’ve no doubt heard a lot lately about self-help. But you might be wondering: is it much ado about nothing? call center worker is just 3.3

Customer Support 49

Customer Support Management Self service Call Center 49