Mindtouch

APRIL 16, 2018

Starting July 2018, Google will start factoring mobile page speed into search rankings (the Speed Update , as it is commonly referred to). Especially if I’m using my smartphone for self-service. Because a slow mobile self-service experience can cost a lot more than a website bounce. And I’m not alone.

Self service 48

Self service Metrics Customer Support Technology 48

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

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. However, 2018 brought the importance of customer experience management into the spotlight. 2018 saw breakthrough developments in AI.

Contact Center 80

Contact Center Gamification Call Center Self service 80

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). So, what comes next? Digital Transformation.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

VocalCom

DECEMBER 4, 2017

Here are five ways blended AI may transform customer service and sales in 2018. The human role in customer service will shift. Blended AI will therefore continue the shift in the direction of self-service and real-time support. The cost of customer service will be reduced.

Sales 0

Sales Contact center software Self service Contact Center 0

Aspect

JANUARY 31, 2018

Aspect ist mit dabei und unterstützt das LiveCallCenter als Infrastruktur- und Lösungspartner für die Telefonie (ACD) und Self-Service Themen (IVR / Chatbot) live vor Ort. Das LiveCallCenter Design by HCD 2018 befindet sich in Halle 4. Ein Besuch lohnt sich, kommen Sie vorbei! Sie brauchen noch ein Ticket für die CCW?

Self service 56

Self service Chatbots Interactive Voice Response Management 56

Aspect

JANUARY 10, 2018

Here are five suggestions to improve your contact center technology in 2018. 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

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. And I was honoured to be named ‘Most Influential Marketing Manager 2018 – UK’ as part of the 2018 Business Woman Elite Awards for my work at Creative Virtual.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Aspect

JANUARY 10, 2018

Chatbots can support both sales and service inquiries, and continue to increase in popularity among tech-savvy consumers today. Augment self-service offerings: Customer service gives small businesses another opportunity to differentiate themselves from larger corporations stifled by red tape.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Mindtouch

MARCH 14, 2018

Here are five trends to keep an eye on in 2018, trends that promise to drive both customer experience and call center ROI. Self-service and ticket deflection. And given this preference for self-service, there is massive growing opportunity to help customers help themselves. A (laser) focus on customer experience.

Call Center 54

Call Center Self service CRM Contact Center 54

Mindtouch

FEBRUARY 12, 2018

MindTouch was recently named a TrustRated Top Rated Customer Experience Management Platforms for 2018. To learn more about this award, check out the full list of Top Rated Customer Experience Management Platforms of 2018. We even received a nifty Top Rated Badge! Fred Reichheld and Satmetrix Systems, Inc.

Customer Experience 59

Customer Experience Management B2B Self service 59

Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! Shep Hyken (@Hyken) February 1, 2018. Customer Service Experts, Writers, Consultants, and Influencers. Founder of CoSupport.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. How to overcome those challenges?

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

teleopti

DECEMBER 13, 2018

Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of. percent in September 2018. Pending labor shortages. United States unemployment dropped to 3.7

Customer Service 48

Customer Service Banking Contact Center Self service 48

Mindtouch

APRIL 2, 2018

The Consortium for Service Innovation held its 2018 Member Summit in Napa, California. VectorBN #CSIMS #leadership — Consortium (@CSInnovation) March 21, 2018. CSIMS pic.twitter.com/Z9GinDqrhu — ari hoffman (@arigobie) March 20, 2018. are service marks of the Consortium for Service Innovation.

Customer effort 48

Customer effort Big data Self service Personalization 48

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

Aspect

DECEMBER 3, 2018

To learn more about Aspect Via and its complete set of customer service capabilities including native interaction management, workforce optimisation, IVR and digital self-service, visit here. The post Aspect Customer recognised at the European Contact Centre and Customer Service Awards 2018 appeared first on Aspect Blogs.

Finance 48

Finance Customer Service Interactive Voice Response Banking 48

Callminer

DECEMBER 17, 2019

“Liveops, the enterprise standard for delivering on-demand remote agents for customer service and sales, today released its 2018 Call Center Industry Report , which reports the findings of a survey of more than 750 customer service professionals from organizations of all sizes and within multiple industries. “The

Call Center 207

Call Center outsourcing Contact Center Finance 207

Aspect

JUNE 18, 2018

We’re thrilled to announce that earlier this week, customer Lidl UK won the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. The post Customer Lidl UK wins Best Consumer Chatbot at the 2018 CogX awards! appeared first on Aspect Blogs. Curious how Margot “works” and what she is capable of? Have a look here.

Chatbots 54

Chatbots Consulting Consulting Technology 54

bold360 Blog

OCTOBER 25, 2018

Customers Want Self-Service: We are all used to the instant gratification we get by having access to the world in our pockets. The post TSW 2018: Digital Transformation & The Customer Experience appeared first on Bold360.

Customer Experience 40

Customer Experience Self service Technology 40

Bright Pattern

FEBRUARY 28, 2018

Last week we share our top three trend for this year, and in this blog we will continue as we discuss enhancing the customer experience through self-service, agent engagement, automation and channel proliferation.

Contact Center 48

Contact Center Self service Customer Experience 48

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Mindtouch

APRIL 23, 2019

But the impulse to seek self-service can come at any time. Some will even search for self-service support content while they’re sitting on the—. How to Boost Contact Center Efficiency with Self-Service. If the self-service site is down, though, how is that person supposed to find what they need?

Customer Experience 87

Customer Experience Self service Contact Center Management 87

Fonolo

JULY 19, 2018

The demand for real-time human-assisted help – whether by voice or text – is not primarily a result of insufficient self-service tools. There are already many ways for companies to offer self-serve interactions to their customers. Ian Jacobs (@iangjacobs) July 5, 2018. So what causes that automation gap?

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

ShepHyken

MAY 11, 2018

In this background, a B2B business not only needs to take on a different and informed kind of marketing strategy but is also required to take care of service issues in a way that customer loyalty stays intact and is in the driver’s seat. You can have a look at them and think about leveraging them to enhance your service.

Customer Service 246

Customer Service B2B Customer centricity SaaS 246

SmartAction

OCTOBER 25, 2023

These limitations of traditional IVR systems resulted in numerous problems: Customer Abandonment: The convoluted menu structures and the perception of limited self-service capabilities caused many customers to abandon their calls prematurely. Conversely, subpar customer service can lead to reputational damage and customer attrition.

Interactive Voice Response 88

Interactive Voice Response Customer Service Virtual Agent Self service 88

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. 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. Organic Mobile Experiences Blur Channel Lines. Starbucks and Chipotle.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Call Experts

FEBRUARY 19, 2020

Self-Service Tools. The more customers respond to your self-service tools, the fewer people hours you have to fulfill. Also, self-service tools like portals and live chat often have metrics and dashboards built for your company to understand the experience. More Blogs Menu. Do you have the answers?

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Focus on self-service benefits. The intention of automation is self-service at all times of the day. Offer award-winning customer service and support to your customers!

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Call Design

FEBRUARY 11, 2021

2018) highlights three key dimensions that can impact turnover intentions: All 3 of these directly feed into an employee’s job satisfaction, which has an inverse effect on turnover intention. This is much the same as how AI and self-service have resulted in agents dealing mainly with complex transactions.

Self service 103

Self service Consulting Consulting Analytics 103

Aspect

DECEMBER 24, 2018

. As we close out another successful year, we wanted to reflect on some of our achievements and our customers’ achievements throughout 2018 – a year that saw exciting new updates and implementations. It also saw Lidl UK win the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. appeared first on Aspect Blogs.

Chatbots 59

Chatbots Finance APIs Self service 59

aircall

SEPTEMBER 18, 2018

It’s a tough time to be reading news headlines if you happen to be a human working in customer service: 85% of Customer Service Interactions to be Handled Without Humans By 2020. 67% of Customers Prefer Self-Service to Speaking With Reps. Who will be designing and building those self-service systems if not humans?

Customer Service 66

Customer Service Self service Call Center Customer Support 66

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

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

APRIL 4, 2019

Aspect has changed that with the release of our 2018 Consumer Experience Index Survey , a compilation of attitudes and preferences from over 1,000 US consumers. Of course, disengaged agents have bad attitudes, are likely to turn over, and worst of all, provide bad service. Here’s a sampling of our findings….

Contact Center 81

Contact Center Chatbots Surveys Self service 81

Call Experts

JANUARY 8, 2020

Self-service. Also, by incorporating these solutions into your customer journey, you can provide self-service options for your customers and help reduce the number of calls to your support team. Sometimes, voice communication can cause issues for customer service and may cause inconvenience in communication.

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. About: We read, and blog about, a lot of content from Call Center Week. Voice is still the channel ranked first in terms of investment focus for 2018. A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm.

Contact Center 99

Contact Center Call Center Self service Surveys 99