pindrop

JANUARY 8, 2021

Protect features a best in class case management tool that flags calls based on a customizable risk threshold. Passport Improves Customer Experience and Expands Self-Service Options. This information can also be used as an indicator of potential cross-channel fraud.

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. This helps management train and coach to ultimately mitigate compliance risk. Self-service 24/7. ASR can provide self-service options, creating additional capacity during peak times and after business hours.

Analytics 52

Analytics Interactive Voice Response Coaching Self service 52

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. It’s important that organisations put skilled resources in place to manage these interactions.

Self service 40

Self service Enterprise Chatbots Customer retention 40

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. Dick Bucci.

Customer Service 48

Customer Service Banking Contact Center Self service 48

ViiBE Blog

JULY 8, 2021

Its services are used by 12 of the Fortune 20 largest global firms. Apart from their core services such as information management, orchestration, and cloud security, the cybersecurity company has also recently implemented an incident response platform and started using artificial intelligence with it’s cloud-focused solutions.

Government 52

Government Automotive Transportation Construction 52

Enghouse Interactive

JULY 2, 2018

Use as part of an integrated approach to deliver a joined-up customer service strategy. Back in 2011, analyst Gartner projected that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. Align quality management tools to streamline customer service.

Chatbots 40

Chatbots Analytics Self service Quality management 40

Eptica

MARCH 18, 2016

Therefore, you’d expect customer service to be continually improving, but the 2016 Eptica Retail Multichannel Customer Experience Study found that this isn’t the case. The performance of many companies and channels remains static, while in other areas it is deteriorating , rather than improving. Share this page on: Tweet.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

CSM Magazine

AUGUST 26, 2019

Through EMAS, IDLive Face is now enabling self-service SIM registration for a major telecommunications service provider. Headquartered in Kuala Lumpur since 2011, Innov8tif is specializing in business process digitalization for Southeast Asian markets. ” 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 40

Chatbots Self service Enterprise Coaching 40

Mindtouch

APRIL 9, 2013

MindTouch is now a cloud-based service that helps your product documents become a self-service customer support and customer engagement tool. We’ve managed to produce a major version release since then and put out more than the promised two maintenance releases a year for Core/Platform (average was four per year).

Self service 48

Self service Engineering Enterprise Customer Support 48

Avaya

NOVEMBER 8, 2017

So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. applying for loans, refinancing, wealth management) to drive meaningful conversations that guide customers through oftentimes complex processes.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” Qualtrics, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Balto

FEBRUARY 6, 2023

of agents were able to take on additional management responsibilities. They were still the happiest, however: these agents may not have been working towards a promotion as often, but they had the highest job satisfaction, pay satisfaction, and perception of manager and peer respect across the board.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

delighted

APRIL 19, 2019

Developed in 2011, Customer Effort Score (CES) measures the ease of a customer’s experience with the statement: [Company] made it easy for me to handle my issue. For feedback on a self-service feature: “[Tutorial/article] made it easy for me to resolve my issue.”. Transactional CES surveys.

Surveys 56

Surveys Customer Experience Feedback Metrics 56

delighted

APRIL 19, 2019

Developed in 2011, Customer Effort Score (CES) measures the ease of a customer’s experience with the statement: [Company] made it easy for me to handle my issue. For feedback on a self-service feature: “[Tutorial/article] made it easy for me to resolve my issue.”. Transactional CES surveys.

Surveys 40

Surveys Customer Experience Feedback Metrics 40

Inbenta

NOVEMBER 13, 2017

And yet humans somehow managed to exist before the World Wide Web was created in 1989. Despite the advancements in search, the Yahoo Directory did manage to survive until 2014 when it was closed for good. . Google added “personalized recognition” to Voice Search on its Android phones in 2010 as well as its Chrome browser in 2011.

Engineering 109

Engineering Chatbots Self service Virtual Agent 109

SmartKarrot

JANUARY 18, 2022

Found in 2015 by Vijay Yalamanchili, Keka, Keka is an HR and payroll management software designed for modern organizations. In addition to HR and payroll, the firm offers services like applicant tracking, leave and attendance management, time tracking, and more. Zoho is committed to offering outstanding customer service.

SaaS 11

SaaS Finance CRM Analytics 11

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

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

RichCall

SEPTEMBER 13, 2017

self-service. They will expect to co-create their experience via a continual interaction with the enterprise and will want to take responsibility for many issues currently managed by the contact centre to fulfil their desire for increased autonomy. Self-service. In 2011 Gartner predicted that. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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

CSM Magazine

MARCH 7, 2016

The Eptica Multichannel Customer Experience Study, released today, evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter, Facebook and chat, repeating research carried out since 2011.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40