Aspect

DECEMBER 22, 2017

As we prepare to head into 2018 we wanted to take some time to look back on what resonated with our readers in 2017. Trends like chatbots in the contact center was a common theme for 2017, but this blog dives into a new technology: Robotic Process Automation. The post A Look Back on 2017 appeared first on Aspect Blogs.

Chatbots 48

Chatbots Coaching Contact Center Self service 48

GetFeedback

JULY 24, 2018

While technology and automation have unquestionably improved our lives, they’ve also made the modern customer experience much noisier. Countless customer interactions happen around the clock, and many fly below the radar. ” But according to their customers, only 8% really did. Define your customer experience.

Customer Experience 111

Customer Experience Journey mapping Surveys Sales 111

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? Friendly service. Convenience. Human touch.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Fonolo

OCTOBER 18, 2017

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. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Revation Systems

JUNE 18, 2018

As innovative technology continues to burst into every marketplace, customer experience has become a primary focus for many organizations. Blake Morgan, an MBA professor at Rutgers University and author who focuses on customer interactions, defines customer experience as the perception that customers have of your brand.

Chatbots 48

Chatbots Customer Experience Self service Surveys 48

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 works by leveraging self-learning artificial intelligence technologies to model customer language and dialogue interactions. Don’t believe me?

Enterprise 76

Enterprise Chatbots SaaS Self service 76

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. self-service. connected customer journeys with 9 channels in most contact centers.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Historic Call Center & Customer Experience Trends. A Focus on Customer Experience Strategies.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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. Your customers want to help themselves.

Omni-channel support 38

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

Interactions

MARCH 20, 2019

So in order to craft the perfect customer experience, we need to know what customers want out of their customer care interaction. Simply put, customers want a quick, effective solution. The first way you can value your customer’s time is by not making them wait in a queue in order to speak to a representative.

Customer Experience 67

Customer Experience Customer Service Customer Care Self service 67

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty. This is particularly true as we move into 2017. Share this page on: Tweet.

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

Eptica

SEPTEMBER 25, 2019

Date: Wednesday, September 25, 2019 Author: Pauline Ashenden - Marketing Manager The breakdown in insurance customer experience – and what it means for trust. Author: Pauline Ashenden - Marketing Manager In today’s markets, consumers rightly demand the highest standards of customer service.

Customer Experience 62

Customer Experience Automotive Self service Marketing 62

Fonolo

SEPTEMBER 4, 2019

A new survey from Call Centre Helper confirms that the reign of 80/20 continues, but there is more to the story. The report surveyed over 250 contact centers, asking questions about how companies are delivering customer service over voice, email, chat, and social media. Optimize Your Self-Service Channels.

Service level 57

Service level Surveys Abandon rate Call Center 57

CSM Magazine

OCTOBER 27, 2022

Rob Crutchington at Encoded , discusses the rise of self-service payments and why it is time to take another look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions, boost agent performance and improve the customer experience (CX). Improved customer experience.

Interactive Voice Response 52

Interactive Voice Response Self service Morale Finance 52

Mindtouch

MAY 2, 2018

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals.

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

Mindtouch

MARCH 16, 2020

In the effort to shore up key performance indicators (KPIs) as they relate to customer experience and the customer journey, too many organizations overlook the most important thing: the customer. Examining the journey through the customer’s eyes . Customer Satisfaction (CSAT). Download the free ebook.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

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. In the 2 nd annual Aspect Agent Experience Index survey , 64 percent of all agents said they’re happy in their work.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

TechSee

APRIL 24, 2018

In addition, a positive unboxing process has been proven to engage customers emotionally and enhance the overall customer experience (CX). The opportunity to enhance the user’s product unboxing experience has brought many brands to showcase their product unboxing process using video. Unboxing goes visual.

Self service 116

Self service Call Center Surveys Customer emotions 116

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result? About This Survey.

Surveys 54

Surveys Customer Support B2C CRM 54

Eptica

MARCH 31, 2017

Date: Friday, March 31, 2017 5 key findings on the state of UK retail customer experience. Published on: March 31, 2017. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. Perhaps because of this, many companies seem to be settling for providing average service.

Customer Experience 49

Customer Experience Surveys Self service Service level 49

Eptica

MAY 24, 2017

Date: Wednesday, May 24, 2017 +7! Gartner award demonstrates our position as a leader of digital customer engagement platforms for the digital customer experience””, Olivier Njamfa, CEO. Published on: May 24, 2017. Also evaluated are interaction assistance tools and service analytics dashboards.

Customer Experience 48

Customer Experience Self service Best practices CRM 48

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116

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. .

Call Center 207

Call Center outsourcing Contact Center Finance 207

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? To resolve an issue or problem, 54% of customers prefer to work directly with an agent.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

DMG Consulting

MARCH 30, 2017

Your Customers Deserve a Better IVR (whitepaper). DMG research has shown that both Baby Boomers and Millennials prefer to use self-service solutions to solve an issue, but will interact with a live person when the automated tools are not successful. DMG Surveys. I would like to participate in future DMG Surveys.

Interactive Voice Response 48

Interactive Voice Response Self service Consulting Consulting 48

ProProfs Blog

AUGUST 28, 2020

They want more personalization during their experience with your brand. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand.

Self service 157

Self service Feedback Airlines Metrics 157

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology.

Marketing 111

Marketing Wireless Entertainment Self service 111

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

Customer Service 104

Customer Service virtual call center Self service Analytics 104

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. I spoke to a director of Consumer Experience at a major California health insurer, who explains, “some companies are further along than others.

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

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. 1 Ovum, The Advancement of Self-Service Solutions in Customer Engagement , April 2017.

Self service 26

Self service Multichannel Management Enterprise 26

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.) Our favorite chart: The Current State of Customer Care. What’s Inside: A Focus on Customer Experience Strategies. Plus So Much More!

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

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.

Call Center 85

Call Center Airlines Contact Center Self service 85

VocalCom

JUNE 17, 2019

As artificial intelligence continues to modernize customer experiences, chatbots are at the heart of this technological revolution. According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise. They get 24/7 customer service.

Chatbots 48

Chatbots Contact center software Self service Banking 48

Solvvy

SEPTEMBER 20, 2022

Chatbots give customers a self-service option that is easy to use and provides accurate information. This reduces the number of tickets customer service teams need to address. Customer service agents working to assist people as quickly as possible may not have the time to capture the details of interactions.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? To resolve an issue or problem, 54% of customers prefer to work directly with an agent.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Eptica

MARCH 21, 2019

The research has two strands; first, we surveyed 1,000 consumers on their attitudes and expectations around trust; second, we conducted real-world research that tested the ability of 50 leading UK brands to provide fast, consistent and accurate answers on the key channels of the web, social media, email and chat. Share this page on: Tweet.

Multichannel 80

Multichannel Banking Self service Surveys 80