Steve DiGioia

JANUARY 9, 2017

Self Service. As I mentioned in a previous article entitled “ The Shocking Truth About Self Service ”, if we are to believe that installing self serve check-out counters are in the customer’s best interest, why not install more and really do away with the live cashier altogether? Personalized Advertising.

Advertising 100

Advertising Self service Personalization Technology 100

bold360 Blog

FEBRUARY 6, 2019

Sales reps were the main source of product information, guiding prospects toward a purchase via phone conversations and in-person meetings. Today’s B2B buyers shop for business solutions just like they shop for personal products. Chatbots are helping companies deliver this kind of personalization at scale.

B2B 82

B2B Personalization Chatbots B2C 82

Provide Support

FEBRUARY 20, 2018

Customer Self-Service and Its Value. In any interaction, allowing another person to take the initiative and choose the terms of communication tends to empower them and enhance their experience. © 2003 - 2017 Provide Support LLC. Lower overhead costs. Read more. Published in Provide Support Blog , 2018.

Self service 53

Self service Personalization Customer Service 53

Aspect

OCTOBER 2, 2018

My husband appreciated the personalized customer service and rewarded her with a generous tip. . There is no denying that people appreciate personalized service. adults are willing to share personal data with companies that use that data for personalization.

Personalization 78

Personalization Surveys Chatbots Interactive Voice Response 78

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. In other words? Here’s everything you need to know. BMC Software Inc.,

Self service 52

Self service Marketing Technology Personalization 52

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8

Contact Center 48

Contact Center Customer retention Analytics Self service 48

Toister Performance Solutions

MARCH 27, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Self-service technology is everywhere these days. Interacting with a human is entirely optional.

Self service 48

Self service Advertising Airlines Accountability 48

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

ShepHyken

NOVEMBER 20, 2017

One-to-One Personalization in the Age of Machine Learning by Karl Wirth & Katie Sweet. Evergage) In this book, discover what one-to-one personalization is all about, how it’s evolved and what the future entails. One of the big topics driving the customer experience today is “personalization.” And, it’s free. Great article.

Customer Service 95

Customer Service Personalization Upselling Self service 95

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. Personally, I think these fears are largely unfounded. It provides automation and analysis of customer interactions, delivering efficient self-service.

Enterprise 76

Enterprise Chatbots SaaS Self service 76

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. To do this, the AI-powered software considers the customer’s call history, behavior profile, conversational style, personality, and other data points.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Revation Systems

DECEMBER 11, 2017

Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model — significantly changing the way consumers and businesses communicate. Self-service. Omni-channel. Social Media.

Contact Center 48

Contact Center Self service Technology Enterprise 48

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). This list reflects the top 124 influencers who can walk the talk when it comes to accelerating customer engagement with Salesforce (see bottom of page to register and meet them in person). 2017 Top 124.

Consulting 91

Consulting Consulting Engineering CRM 91

ShepHyken

MAY 5, 2017

I think a great self-service option is key for everyone. adults surveyed expect to get an answer via self-service. Whether filling out an application for a loan or troubleshooting a technical problem, self-service functionality gives users more control and faster results. Shep Hyken. Three-quarters of U.S.

Self service 200

Self service APIs Surveys Analytics 200

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Consumers expect self-service customer support options.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

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. From the sales side you want your reps making personalized, high value calls.

Contact Center 40

Contact Center Self service Call Center Analytics 40

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 281

Contact Center Self service Banking Airlines 281

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. From the sales side you want your reps making personalized, high value calls.

Contact Center 40

Contact Center Self service Call Center Analytics 40

Talkdesk

OCTOBER 30, 2017

At Dreamforce 2017, we are excited to share our crazy ideas with you to help your company differentiate from the competition and give your customers the experience they want. It doesn’t make sense for contact centers to begin calls with customers by asking for their personal information to populate a blank slate.

Contact Center 40

Contact Center industry standards Self service Accountability 40

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. The supervisor knows a conversation is about to start and the other person is upset and possibly angry. Clearly, digital tools are not just for the younger generation. That is far from the truth.

Customer Service 130

Customer Service Self service Accountability Customer Experience 130

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. The supervisor knows a conversation is about to start and the other person is upset and possibly angry. Clearly, digital tools are not just for the younger generation. That is far from the truth.

Customer Service 71

Customer Service Self service Accountability Customer Experience 71

SharpenCX

DECEMBER 23, 2020

“No matter how successful specific tools are (for example, online self-service), companies that lack visibility into where customers are choosing to interact from touchpoint to touchpoint can still experience service breakdowns.” – McKinsey & Company.

Customer Service 145

Customer Service Contact Center Self service Metrics 145

Peter Lavers

JANUARY 31, 2017

Here are the top challenges that participants agreed businesses are facing in 2017 when it comes to this subject: People don’t “go online” any more – they’re always online. So, to win in 2017 we need to figure out what’s “scarce” these days that we can use to make our marketing and customer experience distinctive.

B2B 113

B2B Self service Personalization Marketing 113

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

HGS

SEPTEMBER 12, 2017

4 Customer Service Lessons from the Equifax Cyberattack. 7, 2017, Equifax reported that a cyberattack had allowed hackers to access sensitive information for 143 million Americans, including Social Security and driver’s license numbers, birth dates, and addresses. Tue, 09/12/2017 - 23:48. Impact to consumers. Contact Center.

Customer Service 113

Customer Service outsourcing Contact Center Banking 113

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

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

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person. The Great Contact Center Diaspora. Consumers feel isolated as it is.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

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 are delivering average service and 39.6

Customer Service 104

Customer Service virtual call center Self service Analytics 104

DMG Consulting

MARCH 8, 2019

DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% at the end of 2016 (July 2017).

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

ShepHyken

JANUARY 27, 2017

Luckily, with the right mixture of technology and human touch, customer service doesn’t have to be hard. Here are 4 technology solutions to help you manage your customer service more effectively: CRM Software. While investing in CRM seems like a no-brainer, the customer service modules are becoming more advanced.

Technology 233

Technology Customer Service Management CRM 233

HGS

FEBRUARY 1, 2017

They must provide optimized customer service across various digital channels while also using new tools to better understand customer demographics and preferences, to deliver more personalized service. Balancing self-service and digital—including human assistance, when needed—is a significant customer service focus area.

Self service 100

Self service Contact Center Journey mapping Virtual Agent 100

TechSee

MAY 1, 2018

For example, AI-based predictive analytics can help energy companies forecast high bills before the bills are generated, and deliver personalized alerts to customers. According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Analytics 132

Analytics Call Center Chatbots Customer Support 132

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

Eptica

JULY 18, 2018

Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017. Share this page on: Tweet.

Chatbots 63

Chatbots Self service Technology Accountability 63