SmartAction

NOVEMBER 7, 2018

But as more and more companies are turning to conversational AI solutions to enable self-service automation over voice and chat, the analyst community has identified the need to create a distinct category for these cloud-based virtual agent solutions that mimic live agent behavior. AI-enhanced Self-Service Examples.

Self service 78

Self service Virtual Agent Contact Center Customer Support 78

NICE inContact

DECEMBER 3, 2018

The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. Omnichannel Service and Satisfaction. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

Provide Support

SEPTEMBER 14, 2017

FAQ page for self service. More and more customers take an advantage of self service options before contacting customer support representatives. In fact, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service.

Self service 45

Self service Education Customer Support Customer Service 45

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. It provides automation and analysis of customer interactions, delivering efficient self-service. appeared first on Avaya Connected Blog.

Enterprise 76

Enterprise Chatbots SaaS Self service 76

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). 2017 Top 124. The post TOP 124 Salesforce Influencers of 2017 appeared first on MindTouch Blog. Thousands have asked for it, many have tried to get on it, but few have made the final cut.

Consulting 91

Consulting Consulting Engineering CRM 91

Revation Systems

DECEMBER 11, 2017

Interestingly, there are 5 top trends that drove the digital change for contact centers in 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. Omni-channel.

Contact Center 48

Contact Center Self service Technology Enterprise 48

Vonage

FEBRUARY 23, 2017

Consumers expect self-service customer support options. The 2015 Global State of Multichannel Customer Service Report indicates that customers are more comfortable than ever making purchases without the help of a sales rep. Customer service centers need updating. Share your thoughts below.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

ShepHyken

DECEMBER 8, 2017

Use Technology for Self Service. For instance, IVRs and artificial intelligence enabled Chatbots can make the customer service easier and efficient. According to a research , in 2015, 25 percent of the world population was using a smartphone and it was forecasted that by 2017, a third of the world population will be using it.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Mindtouch

APRIL 5, 2017

As consumer patience for older channels wanes, self-service support channels have become the front line of customer experience from researching to renewal. The post MindTouch Named to Hot 100 Best Privately Held Software Companies 2017 appeared first on MindTouch Blog. Aaron Fulkerson, Co-Founder of MindTouch.

Banking 48

Banking Engineering Self service Marketing 48

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. So, today people prefer self-serve as their first choice. Bringing Call Centers Into the Modern Age.

Contact Center 40

Contact Center Self service Call Center Analytics 40

HGS

JULY 12, 2017

Posted by Andrew Kokes, HGS Senior Vice President, Global Marketing In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and [.]. The post HGS Harvests Gold at CCW Awards Ceremony appeared first on Team HGS Blog.

outsourcing 188

outsourcing Marketing Self service Contact Center 188

bold360 Blog

FEBRUARY 6, 2019

According to Forrester, 68% of B2B buyers in 2017 preferred to research online on their own, up from 53% in 2015. [1]. They can do it using same self-service tools many B2C companies use, including FAQs, product demo videos, user forums, contextual search tools and AI chatbots. So, what’s a B2B company to do?

B2B 82

B2B Personalization Chatbots B2C 82

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

Verint

SEPTEMBER 13, 2017

However, in the digital, multichannel customer engagement world of today, the evolving and more astute customer base has higher expectations, as well as a strong desire to do things themselves via self-service applications. Those leaders are followed by social media (25%) and blog posts (20%).

Self service 26

Self service Multichannel Management Enterprise 26

VocalCom

MARCH 26, 2018

While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. Give customers reliable self-service options.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

SmartAction

OCTOBER 19, 2022

Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. Call centers must adapt to changing client demands for self-service by giving their chatbots new features and capabilities. Check out this blog post to find out. GET IN TOUCH See How We Can Help You Exceed your CX Goals.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

Fonolo

JANUARY 31, 2018

We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week. With so much content out there, it’s an honor that you make time for the Fonolo blog.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Call Design

FEBRUARY 11, 2021

Other research (Ibrahim, Suan & Karatepe 2017) also finds that team leader support and self-efficacy impact an employee’s work engagement and quitting intentions. Technology has enabled contact centres to deflect simple calls from agents to self-service for years, and this trend continues in the current environment.

Self service 103

Self service Consulting Consulting Analytics 103

Aspect

JULY 11, 2018

They are the least likely to want to handle complex questions, most likely to want to leave the company where they currently work, and the only group whose job satisfaction declined from 2017. In the 2017 Aspect survey , a competitive salary was what agents said was the most important factor in making them engaged and happy.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

Mindtouch

MARCH 14, 2017

Self-service help materials are the most efficient way to achieve customer success, allowing your customers to onboard, train, support, and learn best practices—at their pace. Self-service not only reduces the cost of support, but generates revenue when customers can easily research, succeed and promote your product.

SaaS 77

SaaS Customer advocacy Self service Best practices 77

Aspect

OCTOBER 2, 2018

Additionally, the survey found that 69 percent of international adults will spend more money if it means a shorter wait time for services and 56 percent are likely to choose digital resources over their significant other when it comes to product and services recommendations. Learn more about chatbots and see them in action here [link].

Personalization 78

Personalization Surveys Chatbots Interactive Voice Response 78

Aspect

MARCH 6, 2018

In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years. Providing a self-service option, like a chatbot is an even better option! The post The State of Chatbots appeared first on Aspect Blogs. I’m not alone.

Chatbots 48

Chatbots Self service Technology Customer Experience 48

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Aspect

DECEMBER 19, 2017

2017 was all about pushing the ideas and innovations of digital disruption into patient engagement, so 2018 should be the year of digital adoption in healthcare. Enter mobile self-service patient engagement solutions. The post Mobile and SMS – A New Hope in Patient Engagement appeared first on Aspect Blogs.

Healthcare 88

Healthcare Self service CRM Technology 88

VocalCom

JUNE 17, 2019

According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise. They love the benefit of self-service. The post 5 Reasons Why Customers Love Chatbots appeared first on Vocalcom Blog.

Chatbots 48

Chatbots Contact center software Self service Banking 48

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Customer Service Chatbots can support both sales and service inquiries, and continue to increase in popularity among tech-savvy consumers today. The post How to Improve Your Contact Center Technology in 2018 appeared first on Aspect Blogs.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Chatbots can support both sales and service inquiries, and continue to increase in popularity among tech-savvy consumers today. The post How to Improve Your Contact Center Technology in 2018 appeared first on Aspect Blogs.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as well, recognizing that all of these awards are the result of the hard work and collaboration of our entire global team. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

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

NICE inContact

JUNE 28, 2017

New technology can enhance both agent-assisted and self-service interactions. So what trends will have an impact in 2017? In this new report, “Digital Customer Experience Trends, 2017” , Forrester examines how technology is recasting the way customers interact with companies.

Customer Experience 48

Customer Experience Self service Technology Personalization 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). So, whether you are delivering self-service or agent-assisted service, intelligent AI service is satisfying service. 1) First step?

Customer Service 89

Customer Service Self service Average Handle Time CRM 89

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:(.). Published in Provide Support Blog , 2017. Read more. © 2003 - 2016 Provide Support LLC.

Multichannel 50

Multichannel Customer Support Best practices Self service 50

Mindtouch

FEBRUARY 8, 2018

The help content they create is, after all, central to a successful self-service support model. Here are some highlights from the latest report, released in October 2017. The post For Technical Writers, The Future Looks Bright appeared first on MindTouch Blog. Technical writers, especially.

Self service 59

Self service Customer Support Management 59

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Over two-thirds of customers prefer agent assistance over self-service.

Contact Center 54

Contact Center Benchmark Self service APIs 54

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

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. In the 2017 Aspect Consumer Experience Index, we asked consumers about their preferences and issues around contacting customer service.

Interactive Voice Response 48

Interactive Voice Response Self service Chatbots Customer retention 48

Provide Support

APRIL 26, 2019

© 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2019. The post Top 3 Customer Service Trends for 2019 [Infographic] appeared first on Live Chat, Customer Service Blog | Provide Support. Read more. Permalink | No comment.

Customer Service 63

Customer Service Technology Sales Customer Experience 63