NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Organizations who try to disguise their use of AI run the risk of eroding customer trust.

Chatbots 54

Chatbots Benchmark Contact Center Surveys 54

VHT

OCTOBER 18, 2018

These five proven technologies will help meet that challenge, especially when deployed in innovative, customer-savvy applications. People love using chatbots for simple tasks. The business lowered costs while maintaining superior customer experience (CX). Social Media Customer Care. Employee Engagement Technology.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

NICE inContact

MAY 8, 2019

Have they embraced your new, leading-edge, AI-enabled chatbots? Are you being realistic about whether your customer service really satisfies your customers? Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? How about the latest digital channels?

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

NICE inContact

MAY 23, 2019

With so many touchpoints in play, it’s more important than ever for contact center leaders to have their fingers on the pulse of their customers, and then align their own performance with what customers actually experience. These are just a few examples of the thought-provoking statistics contained in our latest benchmark study.

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

NICE inContact

MAY 16, 2019

But it also can be applied to other aspects of the customer experience, such as service, and it can yield very interesting results, especially when you ask businesses the same questions you ask their customers and then compare the responses. The post Do Your Service Channels Turn Your Customers into Net Promoters?

Benchmark 54

Benchmark Contact Center Interactive Voice Response Chatbots 54

NICE inContact

MARCH 5, 2019

In our upcoming webinar, Fulfilling Changing Customer Expectations with True Omnichannel , we’ll explore all this and more based on recently published Nice inContact research: the 2018 Customer Experience (CX) Benchmark report. Other “future” developments—chatbots and AI—are already here, right now. REGISTER NOW.

Chatbots 67

Chatbots Benchmark Self service Customer Experience 67

NICE inContact

OCTOBER 17, 2019

Much has been written about the growth of self-service technologies, like mobile apps and chatbots. Customers still value the option of interacting with agents. In fact, the consumer wave of the CX Benchmark reports a 14 point increase in use of self-service channels. But what options should businesses offer?

Benchmark 48

Benchmark Self service Chatbots Contact Center 48

NICE inContact

OCTOBER 2, 2019

From traditional channels such as phone, to in-demand digital channels like online chat and SMS / text , organizations are demonstrating their commitment to the customer experience by funding service improvements in multiple channels.

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

Enghouse Interactive

OCTOBER 21, 2020

As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. and that each customer interaction will take longer and be more involved because the self-service offering will take care of the routine customer inquiries.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Aspect

DECEMBER 24, 2018

This year, we’ve brought a number of new customers onboard and worked on some ground-breaking projects with innovative brands, such as the AI wine chatbot that we launched for Lidl. It also saw Lidl UK win the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. Merry Christmas and a happy New Year!

Chatbots 59

Chatbots Finance APIs Self service 59

Spearline

NOVEMBER 25, 2020

The Taylor Research Group highlights in their Contact Center Industry Stats that “although customers want multiple options when it comes to communicating with an organization, voice still remains the most critical and predominant channel” Contact Babel’s research indicates that telephone calls account for 66.3% of interact.

Cloud contact 98

Cloud contact Contact Center Call flow Benchmark 98

NICE inContact

SEPTEMBER 5, 2019

Advances in Artificial Intelligence (AI), conversational chatbots , self-service and digital channels all contribute to an improved customer experience – but what kind of risks come with adopting AI? But first, be sure to review our latest 2019 NICE inContact CX Transformation Benchmark.

Customer Care 55

Customer Care Contact center software call center software Benchmark 55

Comm100

MAY 20, 2022

When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. To match customer expectations, organizations must adopt a digital-first approach to customer experience (CX) and put the most popular customer service channel at the core – live chat. Power’s latest U.S.

Wait times 77

Wait times Benchmark Sales Personalization 77

TMP Direct

APRIL 22, 2021

As nascent applications in artificial intelligence gained traction in the 2000s, call centers were more focused on using tech to reduce costs than they were on improving customer experience. It’s no surprise that the market for call-center AI technology is expected to increase from $800 million in 2019 to $2.8 billion by 2024.

Call Center 52

Call Center Benchmark Interactive Voice Response Customer centricity 52

Fonolo

APRIL 17, 2019

This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. Kelsey belsey (@titterkelsey) March 19, 2019. lana (@Lana1995X) March 22, 2019. Barbara Parkin (@barbjparkin) March 15, 2019.

Airlines 78

Airlines Transportation Contact Center Self service 78

Creative Virtual

MARCH 21, 2019

With chatbot companies springing up on an almost daily basis, how do companies select the right one? Frost & Sullivan evaluated companies across two key factors, each with five benchmarking criteria. Frost & Sullivan evaluated companies across two key factors, each with five benchmarking criteria.

Chatbots 40

Chatbots Benchmark Self service Best practices 40

COPC

JUNE 11, 2019

The second stop of the 2019 COPC Inc. Artificial intelligence (AI), which has become a trend in customer experience operations, was the theme of the Shanghai seminar. Shuai Jianyun, who has more than 20 years of experience in operations management, oversaw the setup of their AI system.

Finance 40

Finance Benchmark outsourcing Chatbots 40

Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. More than 80% of customers now say the experience a company provides is as important as its products. . The contact center is destined to evolve further into the ‘Customer Experience Hub’ of the future. Contact Center Trends 2019.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Quiq

MARCH 31, 2022

While Statista reported in 2020 that online retail businesses see a 22% churn rate (which equates to a 78% customer retention rate), Omniconvert reported that e-commerce businesses average only 30% CRR. The best CRR to benchmark your business against is your own. Chatbots for customer service: 70%.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

Netomi

SEPTEMBER 20, 2021

Chatbots are used by 1.4 Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI powered chatbots are also capable of automating various tasks, including sales and marketing, customer service, and administrative and operational tasks. What is an AI chatbot?

Chatbots 126

Chatbots APIs Surveys Analytics 126

ProProfs Blog

DECEMBER 23, 2019

Are you just hearing or actively listening to what your customers are saying? Customer experience metrics have penetrated most organizations. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., Access to a knowledge base is also imperative as it gives agents easy access to a wide variety of resources, from articles to decision trees, allowing agents to provide a better customer experience.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. As little as a 5% lift in customer retention can produce 25% more profits. Source: Microsoft.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Fonolo

APRIL 4, 2023

Source: Bain&Co Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. Source: Microsoft As little as a 5% lift in customer retention can produce 25% more profits. businesses each year following bad customer experiences.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Published on: April 25, 2019. Demonstrating this growth, 2019 sees industry association the CCMA celebrate a quarter century of success , supporting the sector as it has grown dramatically.

Contact Center 75

Contact Center Self service Chatbots First call resolution 75

Comm100

DECEMBER 16, 2019

At Comm100, we look back at which of our content pieces were the most popular and think about what this tells us about trends in customer experience, conversational AI, and support centers in 2019. Report: 2019 Live Chat Benchmark Report. Demystifying chatbots and AI. Webinar: AI and Bots: Are you ready?

Chatbots 52

Chatbots Benchmark Scripts Best practices 52

Comm100

APRIL 28, 2021

Knowing how your team is performing is the key to delivering great customer service. By measuring the success of your live chat customer support team, you can understand where you need to improve to deliver a more positive customer experience. from 2019 to 2020, hitting an all-time new benchmark peak of 85.6%. .

Customer Support 53

Customer Support Abandon rate Benchmark Wait times 53

NICE inContact

MAY 21, 2019

Self-service can be anything from a virtual agent that is capable of responding to a specific question to fully AI-enabled smart chatbots that can anticipate and automate work for the advisor. One thing seems certain: Self-service is key to the customer experience (CX). What Does It Take to Compete for Today’s Global Consumers?

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

Taylor Reach Group

JUNE 11, 2018

Multi-channel and Omnichannel: 92% of organizations that view customer experience as a differentiator offer multiple contact channels (Ameyo). Research shows that 74% of customers are using 3 or more channels to access customer service (Ameyo). 59% of 25-34 year-olds share poor customer experiences online.

Contact Center 50

Contact Center Self service Scripts Call Center 50

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40