Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Monet Software

DECEMBER 21, 2018

Do a search online for 2019 contact center trends, and you’ll find a cornucopia of blogs and articles, each with its own list of fearless predictions for what next year will bring. More Analytics Adoption. It’s been a slow but steady path to acceptance for analytics software. More Self-Service.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Monet Software

NOVEMBER 19, 2018

We’ve reviewed several 2019 outlook pieces, and these are the ideas we think have the most merit. Analytics (Yes, again!). Analytics software is not new but its still a growing interest at contact centers. What’s new in analytics for 2019? More Reliance on Self-Service. Tell us on our Facebook page.

Contact Center 59

Contact Center Interactive Voice Response Analytics Self service 59

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

The Center for Client Retention

DECEMBER 4, 2018

Customer Experience trends are bigger and better for 2019. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals. Superfan apps will be a Customer Experience game-changer in 2019. Don’t take your eye off the ball.

Customer Experience 79

Customer Experience Real estate Advertising Airlines 79

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Etech GS

APRIL 30, 2019

Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . Best practices for applying self-service options are –. Make self-serve effortless, comfortable and inviting. Provide multiple options – insure self-serve is not the only option available.

Contact Center 71

Contact Center Coaching Healthcare Feedback 71

Aspect

AUGUST 21, 2019

ACE Europe 2019 is here and is set to be our most insightful instalment yet, with users and influencers given the opportunity to exclusively learn about the new Aspect, hear our latest product roadmap and discover the latest trends in workforce optimisation , interaction management and engagement analytics.

Best practices 70

Best practices Self service Analytics Education 70

Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. ” – 88 Call Center Statistics You Must Read: 2019 Data Analysis & Market Share , Finances Online; Twitter: @Financesonline. Sales Pursuits. “U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

NICE inContact

NOVEMBER 15, 2019

To accommodate the volume of sales, returns, and customer service requests, most businesses will hire seasonal contact center staff. But the 2019 holiday season is shaping up to be one for the record books. Deliver convenience with self-service & skilled agents. Convenience is a key differentiator this season.

Contact Center 54

Contact Center Interactive Voice Response Self service call center software 54

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., Lastly, access to reports and analytics will provide management, and the company as a whole, with valuable insights about their customers and contact center operations. According to the 2019 Global Customer Experience, Benchmarking Report from NTT Ltd.,

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

VHT

OCTOBER 18, 2018

They can also access customer history, account information and product lists to personalize service or offer upsells. A KMS working in contact with data analytics will pop other useful information to agents as they talk with customers. The post A Contact Center Expert’s Guide to Improving CX in 2019 appeared first on VHT.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. Connect Partner, Nuance , to enable new self-service automation capabilities within our IX Contact Center solutions. We extended collaboration with Avaya A.I.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

VocalCom

JUNE 18, 2020

Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019. The post Cloud, the ‘New Normal’ for business continuity and performance appeared first on Vocalcom Blog.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Lumoa

SEPTEMBER 30, 2022

According to PwC’s data, direct or digital banks now hold 20% of the market share, doubling since 2019. This is especially true if you consider the rise of non-banks, which are companies that don’t traditionally compete with financial institutions, yet have started to offer similar services. . Adapting Customer Service in Real-Time.

Banking 94

Banking Customer Experience Big data Chatbots 94

Mindtouch

MARCH 16, 2020

Connecting with Customers from Start to Finish Learn why meeting the demands of today’s customer self-service journey requires next-generation knowledge management. Are your highest-volume cases clustered around low-touch, repeat issues that might otherwise be handled by self-service? Download the free ebook.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Avaya

JUNE 26, 2019

Research suggests five essential investments for navigating the contact center of the future: Effortless self-service: Gartner predicts that by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service interactions, rising from 40% in 2019.

Contact Center 63

Contact Center Self service Banking Analytics 63

bold360 Blog

SEPTEMBER 8, 2020

It turns out that the key to being resilient in the areas of customer and employee experience (CX and EX) is using self-service tools and knowledge base management tools, and blending them with human agents to provide a flexible, scalable, and future-proof approach to customer and employee engagement.

Chatbots 52

Chatbots Self service Banking Employee engagement 52

VocalCom

JUNE 24, 2020

By detecting customers’ moods through speech, voice and tone analysis, speech analytics help to support agents in real-time on customer interactions quality and adapt offers and processes to better meet customers’ expectations. The post How AI will change the face of customer experience appeared first on Vocalcom Blog.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Upstream Works

MARCH 21, 2019

Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report. Whether it’s apps, web self-service, chat, social media, bots, or more traditional phone and email channels.

Customer Experience 92

Customer Experience Management Contact center software Self service 92

Mindtouch

NOVEMBER 27, 2018

In a recent report , Forrester ® predicts that pragmatic, “tech-led” innovations will play a prominent role in 2019. Under these circumstances, customer self-service is suddenly far less likely. What happens when customers do try searching for self-service content but cannot find it? Blindspots.

Management 48

Management Self service Analytics Customer Support 48

Uniphore

JULY 21, 2021

Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019.

Best practices 52

Best practices Customer Service Management Contact Center 52

Hodusoft

MARCH 21, 2024

billion in 2019 and is expected to grow at a CAGR of 7.4% In this blog, we will delve into the key challenges that BPOs face in offering the best possible support to their customers and how HoduCC can prove to be a beacon of support for this industry. As per a report , the global BPO market size was valued at $221.5 from 2021 to 2028.

Contact center software 52

Contact center software Business Process Outsourcing Interactive Voice Response outsourcing 52

Mindtouch

MARCH 20, 2018

If you think visitors to your customer self-service site started at your website, you’re kidding yourself. So, if mobile search is where your customers are, your customer self-service content better be mobile optimized. Some simple web analytics will reveal the percentage of mobile visitors to your knowledge base site.

Self service 48

Self service Analytics Management Customer Experience 48

Cisco - Contact Center

JANUARY 27, 2020

Our AI-enabled self-service capabilities, built with Google Dialogflow, leverage AI and NLU to improve experiences for both agents and customers. To learn more about this impressive cloud solution, stay tuned for my upcoming webinar with Sheila McGee Smith, Principal Analyst and President of McGee-Smith Analytics. What’s Next?

Contact Center 87

Contact Center contact center solutions Enterprise Cloud contact 87

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Upstream Works

JANUARY 22, 2019

Customer experience journey management and optimization will take precedence in 2019 as organizations continue to focus on driving greater productivity and efficiency and improved customer experience. Upstream Works for Finesse is an omnichannel agent desktop. When we say omnichannel, we mean it.

Customer Experience 94

Customer Experience Contact Center Enterprise APIs 94

TechSee

JUNE 25, 2019

Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent. Agent decision support. Gamification. CLV optimization.

Technology 122

Technology Customer Service Gamification Contact Center 122

GetFeedback

APRIL 3, 2019

Chris Hogan, Business Analytics and Modeling, YETI. I am the Associate Manager of Data Analytics & Modeling for our Customer Engagement Group. I’m responsible for many of the reports and analytics our team uses for team performance, contact trends, and forecasting staff and contact volume. YETI has a cool history.

Feedback 88

Feedback Surveys Analytics Coaching 88

Enghouse Interactive

OCTOBER 2, 2020

In our first blog post on the guide, we covered the impact of COVID-19 on CX – in this second in our series we will focus on two longer-term trends. Just over half (52%) focused their CX improvements on reducing cost while keeping quality high, such as by introducing self-service. Companies see CX as key to profitability.

Customer Experience 40

Customer Experience B2C Self service Customer retention 40

Hodusoft

JANUARY 17, 2024

In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. In that, they get several self-service and various other options. Real-Time Analytics “If you can measure it, you can control it.” billion in 2023 to USD 111.37 Read on and thank us later.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Creative Virtual

JULY 10, 2019

Advancements in artificial intelligence (AI), machine learning and analytics can help financial brands keep pace with customer expectations, but these types of digital transformation projects aren’t always easy to get off the ground. Our thanks to the Informed.AI

Virtual Agent 40

Virtual Agent Banking Chatbots Self service 40

pindrop

OCTOBER 12, 2021

We explore these topics in this blog. Source: Aite Group interviews with 20 fraud executives from 18 large North American FIs, July to October 2019. KBAs are on the way out and need to be replaced with more comprehensive and sophisticated biometric and analytical tools. Why is this so? The Future of KBAs. The Real Cost of KBAs.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52