Upstream Works

JANUARY 26, 2021

The Accelerated Need for Digital CX in 2021. Provide enhanced self-service options. Embracing Contact Center AI in 2021. Contact centers of all sizes will have to continue to adapt to the new normal throughout 2021. Supporting a distributed workforce. Meeting the new criteria of CX.

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Contact Center Self service Technology Surveys 78

Upstream Works

JANUARY 7, 2021

Automation may take many forms, including providing intuitive self-service options for customers, as well as allowing organizations to further scale their operations—not to just provide 24/7 service, but to also handle higher call volumes. One of the biggest drivers for AI is automation.

Contact Center 78

Contact Center Journey mapping Self service Scripts 78

Zappix

JULY 30, 2021

In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and utility leaders are trying new and innovative ideas. Digital self-service tools like RPA, Visual IVR, and. The pandemic changed how we all operate our daily lives.

Self service 52

Self service Interactive Voice Response Customer Service Technology 52

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! One of my personal favorite ways the Creative Virtual team shares our individual insights is through our annual blog post celebration for Customer Service Week and CX Day in October. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Aspect

JANUARY 14, 2021

Digital communication channels for customer service and assistance remain a non-invasive way to ensure customers can stay connected to their accounts and maintain control at their convenience. The post Dive Into 2021 with an Eye on the Future of the Contact Center Industry appeared first on Aspect Blogs.

Contact Center 116

Contact Center Government Self service CRM 116

Nuance

FEBRUARY 19, 2021

Forrester Research describes how the pivot to grocery digital self-service options is the key to business growth, customer retention and acquisition in 2021 and beyond. The post Grocery retailers’ transformation strategies will accelerate in 2021 appeared first on What’s next. Nuance is aligned with this guidance [.]

Self service 52

Self service Customer retention Enterprise 52

Upstream Works

DECEMBER 16, 2020

Part of that language is the expectation for digital self-service options, like AI-powered chat bots. Download the Upstream Works Insights Report to learn how contact centers can adapt to the new normal as we approach 2021. The post 3 Reasons Your Organization Needs Digital CX in 2021 appeared first on Upstream Works.

Journey mapping 78

Journey mapping Multichannel Contact Center Self service 78

Zappix

SEPTEMBER 28, 2021

In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and customer service leaders are trying new and innovative ideas to keep pace with a rapidly changing contact center landscape. The pandemic changed how we all operate our daily lives.

Self service 52

Self service Contact Center Technology Customer Service 52

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Journey mapping 92

Journey mapping Benchmark Best practices Accountability 92

Eptica

NOVEMBER 19, 2021

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Published on: November 19, 2021. Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company.

Best practices 126

Best practices Self service Metrics Customer Service 126

Nicereply

SEPTEMBER 28, 2021

Let’s now take a look at the top 5 customer care tools for 2021: HubSpot Service Hub. Even if we weren’t writing on their blog, we’d recommend them, since we love how easy collecting feedback is through their numerous plug-and-play integrations. Best for: All-in-one help desk tool.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Mindtouch

DECEMBER 6, 2018

This is due, in part, to the growing number online customer self-service experiences powered by one or both of these technologies. To help clear the air, here’s a closer look at chatbots and AI and their close ties to customer self-service. AI, chatbots, and self-service. A brief introduction to AI.

Self service 48

Self service Chatbots Real estate B2B 48

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Journey mapping 73

Journey mapping Benchmark Best practices Accountability 73

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! of all other companies have a CX project that has been completed, is underway, or is planned for implementation in 2021. Watch for our next blog in this series, coming January 26th. AI, Teams UC and Video. . Better Together to Optimize CX. . New approach? Not necessarily…. Microsoft Teams: 34.8%

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Published on: October 22, 2021. Tags: Amazon, AI & Automation, Customer experience, Self service Categories: Best Practice, AI.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

Aspect

JANUARY 25, 2021

We recently announced the general availability of Aspect® CXP 20, the leading application for designing, developing and deploying the omnichannel self-service solutions customers demand. CXP 20 includes a modernization of self-service solutions by enabling voicebots on the platform.

Self service 118

Self service APIs Chatbots Engineering 118

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Journey mapping 62

Journey mapping Benchmark Best practices Accountability 62

Enghouse Interactive

JANUARY 5, 2021

In this post, we highlight some of the key developments of last year in a review of our top blogs from 2020. With very little advanced warning, the pandemic lockdown forced many companies to quickly switch their customer service teams to work remotely. The importance of self-service for greater customer satisfaction.

Self service 40

Self service Service level Technology Customer Service 40

Enghouse Interactive

JANUARY 15, 2021

Secondly, lockdowns meant that contact centres had to switch to working remotely, leading to a greater burden on customer service teams as they adjusted to a very different environment, all while trying to cope with their own concerns about the pandemic and its effects. Deliver a personalised experience.

Self service 40

Self service CRM Quality management Feedback 40

Creative Virtual

OCTOBER 8, 2021

He will also be delving into ways you can use back-end integrations to take your digital self-service from basic FAQ tool to a personalized, conversational interaction. The next generation of conversational AI advancements are poised to improve customer service even more.

Customer Service 105

Customer Service Virtual Agent Chatbots Self service 105

Eptica

JANUARY 8, 2021

Date: Friday, January 8, 2021 Author: Pauline Ashenden - Demand Generation Manager Practical ways to reduce hidden contact centre costs. Published on: January 08, 2021. You might also be interested in these posts: Reviewing 2020 – our top blog posts from last year. Why creating empathy in your customer service is so hard.

Self service 85

Self service Service level Marketing Customer Service 85

Nicereply

JUNE 24, 2021

If it’s heavily weighted towards a 7, it’s too easy for your customers to contact you, and you should be encouraging them to self-serve. (If Self-service is anything that allows a customer to solve their problem or question. And in 2021, that’s a winning strategy.

Customer effort 81

Customer effort Surveys Metrics Feedback 81

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. You can read the full story here.

Government 78

Government Chatbots Self service Wait times 78

Aspect

DECEMBER 10, 2020

Self-service and user-generated touchpoints skyrocketed as users and designers were forced to perform nearly every task from their PC and mobile devices. The new challenge, however, for 2021 and beyond is matching these strategies with cohesive, concise, seamless messaging and interface. Learn more.

Multichannel 147

Multichannel Call Center Self service Marketing 147

Aspect

AUGUST 28, 2017

Chatbot market to grow at 37 percent through 2021. Because of their ability to resolve simple customer inquiries, chatbots are being deployed as a cost-effective and productivity-boosting answer to customers more interested in self-service. Your agents need to be trained for this unique and changing platform.

Coaching 191

Coaching Chatbots Contact Center Self service 191

Uniphore

JUNE 10, 2021

25% Lack of self-service options. Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes. Use Self-Service to Handle High Call Volume.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. August 25, 2021. 26 August 2021. 25 August 2021. 24 August 2021. What is an employee self-service portal? 23 August 2021. How can you measure customer satisfaction? CRM , Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Share on email.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. August 9, 2021. 26 August 2021. 25 August 2021. 24 August 2021. What is an employee self-service portal? 23 August 2021. What is the key to success in a call center? Call Center , Customer experience. Insurance , Retail , SMB. Kelly Dell. Share this article. Share on facebook.

Call Center 52

Call Center CRM First call resolution Customer centricity 52

ViiBE Blog

JULY 15, 2021

ViiBE Blog. July 15, 2021. 26 August 2021. 25 August 2021. 24 August 2021. What is an employee self-service portal? 23 August 2021. What is a great call center answer? Call Center , Customer experience. Insurance , Retail , SMB. Kelly Dell. Share this article. Share on facebook.

Call Center 52

Call Center Call center experience Self service CRM 52

Creative Virtual

DECEMBER 14, 2021

This is something that organisations implementing a self-service virtual agent or chatbot should keep in mind, regardless of whether they are integrating it with live chat. Customers are more comfortable with and increasingly seeking out digital self-service options. appeared first on Creative Virtual.

Virtual Agent 52

Virtual Agent Self service Chatbots Feedback 52

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. . #2 Jacada's Call Center Life: 2021 Edition.

Call Center 87

Call Center Entertainment Contact Center Benchmark 87

Zappix

JANUARY 29, 2021

New business models let BPOs charge for automation and maintain margins while letting live agents focus on complex, empathy-driven calls where their expertise is most beneficial and letting self-service handle the mundane calls that.

Self service 40

Self service 40

pindrop

OCTOBER 12, 2021

We explore these topics in this blog. Source: Contact Babel The US Contact Center Decision-Makers’ Guide, 2018 and 2021. Not only has the average call duration increased by almost 2 minutes, the cost of servicing those calls has also been inching up. Why is this so? What are companies losing out on by sticking to KBAs?

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Upstream Works

JULY 16, 2021

While these approaches will all help contact centers catch up to what customers expect in 2021, they don’t speak to what will be needed going forward to adapt to a constantly-changing environment, where customer needs and expectations do not stand still.

contact center solutions 78

contact center solutions Cloud contact Contact Center Journey mapping 78

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ViiBE Blog

AUGUST 17, 2021

ViiBE Blog. August 17, 2021. 26 August 2021. 25 August 2021. 24 August 2021. What is an employee self-service portal? 23 August 2021. What is the purpose of customer experience management? Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport.

Customer Experience 52

Customer Experience Management Automotive Brand ambassadors 52