Tethr

NOVEMBER 1, 2018

2 Learn where self-service channels are failing. In recent years, insurance companies have worked to make more of their customer interactions available via self-service channels. 4 Reduce effort in customer service interactions.

Analytics 48

Analytics Self service Inbound sales Customer effort 48

NICE inContact

JANUARY 24, 2018

IBM Watson, first brought to attention when it played Jeopardy against human champions, announced the Watson API in 2013 to allow other software developers to use Watson AI. SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP).

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Brad Cleveland Blog

OCTOBER 8, 2015

Are we doing enough to enable customer self-service? Source: Zendesk, 2013) Only 26% of companies offer self-service … Continue reading → The post Helping Customers Serve Themselves appeared first on Brad Cleveland.

Self service 26

Self service Contact Center Call Center Customer Experience 26

ShepHyken

APRIL 3, 2023

This article uses Air Canada as a case study for properly using AI/automated/self-service support to deliver a better CX. Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent. It’s the last group that will win the digital customer experience game.

Customer Service 24

Customer Service Self service B2C Customer Experience 24

Babelforce

JUNE 4, 2020

But Delta Air Ways won big when they adopted conversational IVR service back in 2013. The uptake of self-service increases. An IVR service has several roles. One role is self-service, which saves you money by lowering the number of agent-handled calls. It’s risky, being an early adopter.

Interactive Voice Response 52

Interactive Voice Response Telecommunications Airlines Contact Center 52

teleopti

DECEMBER 13, 2018

Unemployment has also been sharply declining for European Union nations since 2013. Job seekers have more options today and this is certain to exacerbate the already difficult job of recruiting and retaining qualified customer service representatives. Pending labor shortages. United States unemployment dropped to 3.7

Customer Service 48

Customer Service Banking Contact Center Self service 48

Brad Cleveland Blog

OCTOBER 8, 2015

Are we doing enough to enable customer self-service? Source: Zendesk, 2013) Only 26% of companies offer self-service tools for consumers via their mobile application. Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52% find the information they are searching for.

Self service 22

Self service Contact Center Call Center Customer Experience 22

Brad Cleveland Blog

OCTOBER 8, 2015

Are we doing enough to enable customer self-service? Source: Zendesk, 2013) Only 26% of companies offer self-service tools for consumers via their mobile application. Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52% find the information they are searching for.

Self service 20

Self service Contact Center Call Center Customer Experience 20

C3Centricity

AUGUST 4, 2020

Whilst in a few cases, there may be customers who use Twitter to jump the call centre queues, in most cases, it is a customer’s final cry for help after being frustrated by long waits on their careline calls, or self-service selections that led nowhere. . What makes a great customer service representative (CSR)?

Customer Service 71

Customer Service Customer centricity Self service Personalization 71

LiveChat

JANUARY 20, 2017

Trend #2: Self-service. Self-service is the essence of proactive support and – as I usually say – the best answer is the one you didn’t even have to give. It’s a completely new way of thinking about self-service! Trend #3: Empowerment of emotions in customer service. Paolo Fabrizio.

Customer Experience 62

Customer Experience Customer Service Chatbots Self service 62

ClearAction

JULY 3, 2017

We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.” (I’m As we continue to enhance our tools and our infrastructure capability, we want it to be real-time, point and click, for go-to-market teams’ self-service.”.

Customer Experience 66

Customer Experience Government Engineering Finance 66

Mindtouch

MAY 13, 2016

MindTouch not only understands how crucial a customer’s experience is to their success, but how important self-service is to each of those individual successes along the entire customer journey. That success starts pre-sale, with self-service material and it evolves into the customer’s ability to renew and be up-sold.

Self service 48

Self service SaaS Sales Best practices 48

CSM Magazine

OCTOBER 15, 2018

Empower agents – through self-service to control their own schedules, select breaks and lunches, swap shifts and request time off with immediate feedback from their manager.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Nicereply

DECEMBER 22, 2020

If you can’t hire more people, reduce the load for your staff by creating a holiday season FAQs to ensure that simple queries can be handled by self-service. More pressure to perform.

Wait times 59

Wait times Morale Consulting Consulting 59

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. If you are an existing customer of MindTouch Platform, the year 2013 was your last opportunity to renew this product. Learn More.

Self service 48

Self service Engineering Enterprise Customer Support 48

Avaya

OCTOBER 25, 2017

As such, the brand is evolving to streamline self-service and deliver greater bank branch innovation. Executives claim this new model—debuted in 2013 as the first deployment of its kind in Europe—is already 30% more productive than the company’s previous decentralized model.

Banking 58

Banking Telecommunications Big data Self service 58

ijgolding

DECEMBER 11, 2014

By 2013 Norwegian had started to receive awards for the best European low-cost carrier – a trend that has continued into 2014. If you want to check in from scratch or simply drop a bag, it is all done via self service terminals. Norwegian is an airline that has been in existence since 1993.

Airlines 110

Airlines Customer Experience Self service Personalization 110

Fonolo

SEPTEMBER 17, 2019

Optimize Your Self-Service Channels. How can call centers improve customer interactions during the most important weekend of the year? We provide four ways you can get your call center into gear before Black Friday and Cyber Monday. What’s Inside: . Workforce Management Tips and Tricks. The Benefit of Call-Backs. DOWNLOAD NOW!

Customer Service 52

Customer Service Call Center Technology Customer Support 52

Callminer

AUGUST 1, 2017

Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. Provide self-service options to your callers, but don’t force these options upon them. The biggest issue with contact center efficiency is turnover…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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.”

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Improving Workforce Management to Optimize Service Levels. Top 5 Self-Service Pitfalls. Why is Training Discretionary?

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Mindtouch

MAY 19, 2016

We did Pulse 2013, 300 people showed up, basically to figure out together what the heck is this thing called customer success. And so that’s all about self service, right. And since then, it’s progressed rapidly. The next year we had 900 people, the following year we had just over 2,000.

Chief Customer Officer 71

Chief Customer Officer Sales SaaS Technology 71

Jon Arnold

OCTOBER 3, 2017

Aside from this being a big part of our day, it also means people are spending less time on the phone, and to provide good customer service, you need to use what they’re using. Secondly, within the digital realm, mobile devices caught up to the PC in 2013, and while PC usage has stagnated, mobility usage has grown 35% since then.

Marketing 40

Marketing Contact Center APIs Enterprise 40

Customers That Stick

JANUARY 19, 2015

Volume 27: January 2014 – A Customer Service Exception: A customer’s experience is not always determined by the customer service they receive. When experience and service diverge. Volume 24: October 2013 – The Powerless Customer: The antidote to customers feeling powerless is mainly about attitude.

Self service 100

Self service Customer Service Customer Experience 100

Aspect

OCTOBER 25, 2017

When a former Blockbuster executive was asked by Variety in 2013 to explain the decision not to buy Netflix he said, “Management and vision are two separate things…” This quote can apply to many different industries, but it is particularly appropriate for the call center. six in Alaska, three in Oregon, and one in Texas.

Contact Center 162

Contact Center Cloud contact Call Center Interactive Voice Response 162

SmartKarrot

JANUARY 25, 2022

The company, set up in 2013, has garnered global recognition. Their services include recruiting, document management, onboarding, reporting, payroll, performance review, time & attendance, and employee self-service. Headquarters: Sydney, Australia. Founder/CEO: Ben Richardson, David Greiner.

SaaS 10

SaaS Transportation Feedback Construction 10

Fenero

FEBRUARY 22, 2019

While it’s a far cry from a true IVR platform with support for direct external database connections or web service functionality, Amazon Connect’s contact flows is a good start to building a great self-service application.

Contact center software 9

Contact center software Contact Center contact center solutions Interactive Voice Response 9

CSM Magazine

DECEMBER 6, 2023

Era AI delivers for brands that are seeking to reduce call workload and increase revenue by offering customers 24/7 digital channel availability and self-service options, contributing to an overall 40% reduction in customer service costs. CommBox is backed by the American equity fund PSG.

Customer Service 52

Customer Service Telecommunications Chatbots Healthcare 52

AWS Machine Learning

NOVEMBER 22, 2023

In this session, learn how to build your first generative AI application with key services such as Amazon Bedrock. Since 2013 he has helped AWS customers adopt AI/ML technology as a Solutions Architect. Reserve your seat now!

Engineering 107

Engineering Best practices APIs Government 107

Fonolo

AUGUST 15, 2019

The company’s customer service philosophy could be best summed up by this quote from O’Leary: “Anyone who looks like their sleeping, we wake them up to sell them things.” Despite the airline’s impressive growth, by 2013, Ryanair was considered to have “the worst customer service out of Britain’s 100 biggest brand”.

Airlines 73

Airlines Customer Service Healthcare Call Center 73

Eptica

SEPTEMBER 10, 2015

For example the number of people who have used Twitter for customer service has increased by almost 70% since 2013, according to Forrester. However, the complexity of multiple digital channels, increasingly demanding consumers , and the sheer volume of interactions pose a major challenge to companies. Share this page on: Tweet.

Customer Service 76

Customer Service Multichannel Upselling Self service 76

RichCall

SEPTEMBER 13, 2017

self-service. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Self-service. consumers are using web self-service more than assisted service. With a self-service portal, customers can search for their problem online and follow instructions to fix it.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

NobelBiz

MAY 25, 2023

In 2013, the CDP Institute was founded to help educate marketers about the technology and its benefits. By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service. Since then, the CDP market has grown rapidly. billion in 2022 to USD 19.7

call center software 98

call center software Call Center APIs Contact Center 98

aircall

NOVEMBER 3, 2016

Or it could be a sign that the business in question’s self-service resources aren’t up to snuff. This can be due to a business spreading itself too thin, and offering more channels to their customer than their staff can manage. Perhaps the nature of the customer issue is too complex to resolve over another channel.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

CSM Magazine

JUNE 12, 2020

Millennial and Gen Zs desire self-service options, speed, and a platform capable of using mobile devices and social media to search for information and share it with others. Self-service kiosks can fail to scan bar codes correctly, and the menus available for solving issues are sometimes difficult to navigate. Freeman, R.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

aircall

NOVEMBER 3, 2016

Or it could be a sign that the business in question’s self-service resources aren’t up to snuff. This can be due to a business spreading itself too thin, and offering more channels to their customer than their staff can manage. Perhaps the nature of the customer issue is too complex to resolve over another channel.

Customer Support 59

Customer Support First call resolution Brand ambassadors voip 59

ClearAction

JANUARY 14, 2015

In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media. Need for a Customer Experience Management Strategy Model.

Customer Experience 97

Customer Experience B2B Management B2C 97