TechSee

MAY 7, 2019

The prevalence of consumer returns of non-defective electronic devices represents a massive pain point for brands and retailers, with Accenture reporting back in 2011 that 68% of all consumer electronics (CE) returns fall under the umbrella of No Fault Found (NFF), situations when an item is returned despite functioning properly.

Surveys 107

Surveys Entertainment Education Self service 107

Eptica

JANUARY 15, 2020

For example, 87% of brands surveyed by Eptica in 2011 offered email, this had fallen to just 64% in 2019. While this may save money in the short term, it is a false economy as dissatisfied customers either go elsewhere or switch to more costly channels such as telephony.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

pindrop

JANUARY 8, 2021

Pindrop proactively defends customers’ data, hardens contact center to attacks, and secures customer experiences with two products focused on preventing fraud and ensuring customer identity. . Protect features a best in class case management tool that flags calls based on a customizable risk threshold.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

Noble Systems

MAY 11, 2021

Many think that speech recognition began with the advent of Siri from Apple in 2011. For contact centers, ASR is often the first point of interaction between a brand and its customers, and is fundamental to gaining consumer insights through conversation analytics. it can also raise the level of customer experience.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. This is by design.

Surveys 56

Surveys Customer Experience Feedback Metrics 56

Enghouse Interactive

NOVEMBER 29, 2019

It can be very damaging, for example, for a business to add a raft of new social media channels but then fail to put in place trained staff to manage them and respond to comments in a timely manner. In the context of the contact centre, chatbots can be key in helping to transform the customer experience.

Self service 45

Self service Enterprise Chatbots Customer retention 45

teleopti

DECEMBER 13, 2018

Pelorus Associates has authored comprehensive market research reports on workforce management software since 2011. Our latest report, 2018 World Market for Workforce Management Systems , examines 30 individual trends affecting business and customer service. Agent software must be easy to learn and easy-to-use.

Customer Service 48

Customer Service Banking Contact Center Self service 48

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. This is by design.

Surveys 40

Surveys Customer Experience Feedback Metrics 40

ViiBE Blog

JULY 8, 2021

Customer experience , Technology. Its services are used by 12 of the Fortune 20 largest global firms. The first time an influential cybersecurity company was hacked happened in March 2011, when a US-based multi-factor authentication company called RSA experienced two successful spear-phishing attacks. ViiBE Blog.

Government 52

Government Automotive Transportation Construction 52

Enghouse Interactive

JULY 2, 2018

In the following blog we will highlight how call recording can be integrated into your contact centre to help deliver an exceptional customer experience. Use as part of an integrated approach to deliver a joined-up customer service strategy. Align quality management tools to streamline customer service.

Chatbots 49

Chatbots Analytics Self service Quality management 49

Eptica

MARCH 18, 2016

Essentially shoppers want a seamless, easy to use experience that values their time and is personalized to their needs. These factors increase the focus on the customer experience as the key point of differentiation for retailers. Share this page on: Tweet.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

CSM Magazine

AUGUST 26, 2019

Software provider to incorporate industry’s only fully passive anti-spoofing biometric solution to improve customer experience and strengthen security. Through EMAS, IDLive Face is now enabling self-service SIM registration for a major telecommunications service provider. ” About Innov8tif .

Telecommunications 40

Telecommunications Banking Self service industry solution 40

Enghouse Interactive

NOVEMBER 23, 2018

Some organisations will continue to use human service as a key part of their value proposition and differentiation, but most are bringing in a growing element of AI and automation as they move to a more self-service-based approach. Neglecting the need to keep knowledge management up-to-date.

Chatbots 45

Chatbots Self service Enterprise Coaching 45

Avaya

NOVEMBER 8, 2017

Consider that only 14% of customers worldwide feel “extremely confident” in the banking industry , yet bank reliance remains strong. So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. Almost half are not yet comfortable with digital channels.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

RichCall

SEPTEMBER 13, 2017

self-service. connected customer journeys with 9 channels in most contact centers. Blake Morgan , Customer Experience Futurist and the host of the Modern Customer Podcast. Donna Peeples , Customer Experience Strategist. Bruce Temkin , a customer experience transformist.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

CSM Magazine

MARCH 7, 2016

Twitter (48% success rate) and Facebook (44%) are both more accurate and faster at delivering responses, although a lack of consistency between channels is undermining the overall customer experience. 68% of companies offered web self-service systems, up from 56% in 2015.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

Fonolo

AUGUST 15, 2019

This is the oft untold story of how Ryanair cleaned up its notorious customer service reputation by putting the customer first. The bombastic Ryanair boss Michael O’Leary declared in 2011, “there hasn’t been a war in Europe for 50 years, because they’re all too busy flying on Ryanair. Optimize Your Self-Service Channels.

Airlines 73

Airlines Customer Service Healthcare Morale 73

Comm100

NOVEMBER 23, 2020

Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets. While some companies use ticketing software to manage their emails alone, true omnichannel help desks allow tickets to be created from any digital channel, including chat, social, SMS, and even voice.

Chatbots 52

Chatbots Enterprise CRM Customer Support 52

Comm100

NOVEMBER 13, 2022

Multichannel support refers to companies interacting with customers through multiple channels with each channel managed in its own platform. Omnichannel support, on the other hand, blends these channels with one another and manages them all from a single, unified console. The key benefits of omnichannel customer service.

Customer Service 90

Customer Service Multichannel Chatbots Healthcare 90