Creative Virtual

OCTOBER 19, 2021

Yet, when it comes to customer service, I uphold the claim that the communication is often rather unidirectional, and in the wrong direction on top of that. If customer service was an airport, I don’t want the lounge refurbished; I want another fast lane and quick boarding. Frankly, nobody needs to design that.

Customer Support 59

Customer Support Virtual Agent Marketing Customer Service 59

Mindtouch

AUGUST 21, 2019

Beyond supporting internal audiences, such as support agents and new hires, knowledge is often the medium through which companies attract, educate, onboard, support, and keep their customers. And today’s customers don’t simply want easy access to relevant information—they demand it. Table of contents.

Management 88

Management Self service Chief Customer Officer Chatbots 88

NICE inContact

OCTOBER 3, 2018

The barriers to delivering true omnichannel support can be significant. That’s why our new whitepaper, “The Inner Circle Guide to Omnichannel,” is so important. We partnered with ContactBabel to deliver to you a tool that is loaded with statistics, tips and thought provoking content about all things omnichannel.

First call resolution 48

First call resolution Upselling Education Self service 48

Fonolo

NOVEMBER 17, 2020

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Historic Call Center & Customer Experience Trends. We had to listen.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Creative Virtual

APRIL 7, 2020

In Part 1 of this series , I talked about the immense pressure organisations are under to deliver quality service and support over digital channels during this period of coronavirus-related quarantines, lockdowns and stay-at-home orders. For some, this may mean supporting agents working from home.

Self service 52

Self service Virtual Agent Chatbots Government 52

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. At times like this, the experience and service brands provide is vita l. Look at tools that can help you do three things: 1. Published on: April 15, 2020.

Surveys 95

Surveys Best practices Analytics Feedback 95

Interactions

MAY 7, 2020

Long wait times and unanswered calls increases customer dissatisfaction in an already frustrating situation. As a “new normal” settles upon us, companies are considering deploying additional technology to ensure that customers can effectively and efficiently continue to engage with them. Doing it yourself versus hiring the experts.

Wait times 71

Wait times Technology Enterprise Contact Center 71

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. Half of consumers move on after poor customer service.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Creative Virtual

OCTOBER 6, 2020

CX Day and Customer Service Week this year, like everything else, is held with the dark cloud of the pandemic hanging over us. Customer experience has always been a key competitive differentiator, and this has never been more apparent than this year. By Chris Ezekiel, Founder & CEO.

Customer Experience 59

Customer Experience Virtual Agent Chatbots Banking 59

TeamSupport

JANUARY 25, 2019

Too often, customers rush to the phone whenever an issue or question pops in to their mind. While having customer conversations is great, too much communication can be harmful and have a negative impact on your business. Let’s dig in to understanding the true value of an online customer portal ….

Self service 45

Self service Education Consulting Consulting 45

Creative Virtual

APRIL 16, 2020

Delivering excellent customer service is more important than ever, as it can be a real ‘make it or break it’ experience for customers looking for quick answers in these uncertain times. Our stats show a high customer satisfaction on these virtual agent answers.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Creative Virtual

OCTOBER 4, 2018

Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers.

Chatbots 56

Chatbots Contact Center Virtual Agent Coaching 56

Creative Virtual

DECEMBER 10, 2020

As physical offices and business locations were closed to comply with lockdown and stay-at-home orders around the world, our customers were faced with a surge of incoming queries from their customers and new challenges in supporting their employees while also dealing with rapidly changing information and guidance.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Creative Virtual

JULY 18, 2019

Contact centres require a great deal of investment for organisations – from recruiting and training staff to putting the right tools in place for agents – and yet still often deliver a poor customer experience. This creates expensive silos that damage the customer’s experience. Chatbots are more than customer self-service tools.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40

Vonage

MARCH 26, 2018

Personalized customer service is about treating people as individuals. In an age where customers can buy into your products and services from almost anywhere in the world, this has become increasingly complex. Your company’s marketing department should be able to supply demographic data and customer information.

Personalization 58

Personalization Interactive Voice Response Customer Experience CRM 58

8x8

MARCH 23, 2017

Most companies touch customers at multiple points along their journeys—starting with marketing and sales, moving through customer service and support, and on to retention and renewals. All these touch points engage customers—but are they providing a great, seamless, always-on experience? Deployment in the cloud.

Contact Center 48

Contact Center CRM Analytics Self service 48

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. Customers will receive faster service and a more personalized experience , no matter how complex their query is. Published on: July 18, 2018.

Chatbots 63

Chatbots Self service Technology Accountability 63

Fonolo

MAY 9, 2018

Goal setting and self-improvement often go hand-in-hand, and nowhere is this more true than in the world of business and retail. And, in departments as busy and bustling as customer service, having an agreed upon set of milestones to guide productivity will be a breath of fresh air for in any company. The S.M.A.R.T

Call Center 89

Call Center Average Handle Time Benchmark Metrics 89

Eptica

OCTOBER 10, 2017

Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. A noted expert on customer experience, R égine Vanheems has worked extensively with Eptica, providing its customers with analysis into the latest trends around consumer expectations and behaviour, particularly in the area of digital CX.

Customer Experience 49

Customer Experience Chatbots Multichannel Self service 49

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. You don’t want your customers biting off more than they can chew. At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential.

Metrics 98

Metrics SaaS Surveys Self service 98

ProProfs Blog

DECEMBER 21, 2020

If it’s to avoid seeing customers leave your business, then you aren’t alone in this. A lot of business owners want to reduce customer churn and retain as many as possible. Needless to say, customer retention is the core value for the growth of any business. Reasons why customer churn rate increases. Tweet this.

Surveys 148

Surveys Benchmark Feedback Sales 148

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Creative Virtual

DECEMBER 13, 2018

The team also brought home three separate awards this year: ‘Most Innovative and Intelligent BOT for Customer Experience’ at the AI Conference Awards, ‘Best Multichannel Customer Experience’ in the EY-Ashton Media 2018 CX Awards , and a win in the Solutions category at the Transport Recognition Awards for “A new frontier in customer information”.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. attitudes, self-belief, motivation, etc.),

Sales 52

Sales Coaching Accountability Personalization 52

Tethr

JUNE 22, 2020

How our customer success team uses the power of conversation intelligence to improve customer experience by listening at scale, turning raw, unstructured voice of customer data into actionable insight so you can transform your business and your customer experience. Although, you won’t need a Ph.D.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. You don’t want your customers biting off more than they can chew. At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential.

Metrics 52

Metrics SaaS Surveys Self service 52

Kayako

DECEMBER 3, 2015

You’ve been hired as a customer service manager, tasked with delivering great customer service. Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? You know that customer feedback helps build a better product.

Customer Service 50

Customer Service Chief Customer Officer Transportation Feedback 50

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. Customer Satisfaction Decreases as Hold Time Increases.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62