Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Balto

AUGUST 3, 2022

We limited respondents to those whose organizations contained sales, customer service, or collections contact centers. The last decade has seen a proliferation of omnichannel tools like self-service and AI chat bots, but not all generations have responded in kind to these changes. Our respondents were 64.7% male and 34.4%

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Eptica

APRIL 18, 2018

As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Avaya

OCTOBER 25, 2017

As such, the brand is evolving to streamline self-service and deliver greater bank branch innovation. In 2012, the company also debuted tablet-esque eATMs in branches across the U.S. Three years later, an impressive 99% of customers rate the bank’s video service as “excellent.”. Bank of China’s Data-driven Strategy.

Banking 58

Banking Telecommunications Big data Self service 58

Comm100

NOVEMBER 3, 2016

Enhance Self-Service Options. Customers have been turning to self-service options more frequently than ever before. According to a study conducted by Forrester research , use of the help/FAQ pages on a company’s website for customer service increased from 67% in 2012 to 76% in 2014. Customer Community.

Wait times 45

Wait times Advertising Entertainment Self service 45

Comm100

FEBRUARY 5, 2018

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a large part in helping organizations to meet this need. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014.

Complaint resolution 41

Complaint resolution Benchmark Self service Contact Center 41

Sykes

MARCH 18, 2019

While its suite of solutions traditionally focused on post-sales support, the portfolio now extends across the entire customer lifecycle, from marketing to sales to care. engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers.

Technical Support 16

Technical Support Enterprise outsourcing Business Process Outsourcing 16

Balto

FEBRUARY 6, 2023

It’s constant practice and instant feedback as you work on your social skills.” – Lior Torenberg, Head of the Conversation Excellence Lab Let’s also bust the myths around introverts and sales. How does self-reported job satisfaction fare? 2012, December 20). Is Empathy Effective for Customer Service?

Contact Center 52

Contact Center Coaching Surveys Scripts 52

SmartKarrot

FEBRUARY 16, 2022

Enhancements in CX can reduce customer attrition by 10 to 15%, raise offer win rates by 20 to 40%, and reduce customer service costs by up to 50%. B2B organizations that offer e-commerce personalization record 30% more sales as compared to their competitors who don’t provide such an experience.

Customer Experience 10

Customer Experience B2B Advertising B2C 10

Taylor Reach Group

JUNE 11, 2018

Phone is the customer service channel used most in the US, more often than email, in-person, live chat, mobile app, self-service, search engine, social media, online community, text message, or Chatbot. Self Service: 90% of respondents expect brands to offer an online portal for self service (Microsoft).

Contact Center 50

Contact Center Self service Scripts Call Center 50

CSM Magazine

JUNE 12, 2020

The AI-based system provides faster service and now handles over 7,000 calls from 120 providers per day 6. With global online retail sales expected to exceed $6 trillion dollars by 2023 9 , companies like Ace Hardware, Amazon, Wal-Mart, and Home Depot are leveraging e-commerce capabilities to add speed and new delivery options for consumers.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

RichCall

SEPTEMBER 13, 2017

self-service. Wade Wiant , Vice President of Sales and Channels at Mediu. Self-service. consumers are using web self-service more than assisted service. In fact this number increased from 67% in 2012 to 84% in 2015. of companies. omnichannel. personalization. mobile apps. Teresa Cottam.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Kayako

JANUARY 5, 2017

Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. Not every customer wants to come to you for simple queries, they demand to learn and help themselves, so your self-service is expected to be top notch. What goes into good self-service?

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

Help Scout

NOVEMBER 28, 2018

From 2012 to 2016, the number of consumers using live chat increased by 50%. At this point, if you’re not providing live chat customer service, your competitors might be, and your customers may wonder why you’re not. more likely to convert to a sale than those who don’t. It’s fast, efficient and convenient.

Customer Service 40

Customer Service Wait times Self service Best practices 40