Aspect

FEBRUARY 12, 2018

While the two aren’t mutually exclusive – although many low-cost companies have suffered their fair share of complaints about service lately, such as Ryanair – their huge global study of Net Promoter Scores did show that four in five people are willing to pay more for a better customer experience. appeared first on Aspect Blogs.

Self service 51

Self service Customer Care Surveys Customer Experience 51

Revation Systems

FEBRUARY 5, 2019

Unified communications (UC) technology in particular holds this power by enabling a few key strategies: automated self-service, real-time tone analysis and seamless transitions between communication types. Automate Self-service through Chatbot Technology.

Customer Experience 48

Customer Experience Chatbots Self service Banking 48

Natalie Petouhof

SEPTEMBER 12, 2018

List the strategic metrics you are measured on every day and then think about how AI can help you to: Reduce call volume (call deflection via satisfying self-service). Improve CSAT, NPS, customer lifetime value (CLV)…. MIT Sloan and BCG Study, 2017. 1) First step? Increase First Contact Resolution (FCR).

Customer Service 89

Customer Service Self service Average Handle Time CRM 89

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media.

Technology 122

Technology Customer Service Gamification Contact Center 122

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. This helps… but it only adds to the scope and complexity of the service role, and can really blur the lines between business functions like sales and marketing.

Wireless 189

Wireless Banking Analytics Call Center 189

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). self-service. connected customer journeys with 9 channels in most contact centers. Bruce Temkin , a customer experience transformist.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Self-service tools empower customers.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

Comm100

DECEMBER 1, 2017

This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. Recommended for you : Missing Customer Feedback?

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

COPC

MAY 16, 2018

So, how can you and your organization figure out which channels and solutions your customers want to use? One suggestion: take a customer-centric approach to channel management. For instance, would customers rather be placed on hold for a live person, be placed in a call-back queue, or be transferred to an IVR system to self-service?

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42