Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. In particular, making sure that customer context and intent follow wherever the conversation goes. AI & Contact Centres.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. However, when it comes to reducing churn, applying a more granular approach can yield major benefits.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

CSM Magazine

JANUARY 12, 2021

At this stage, it is important to be open with customers that the virtual assistant is in training. Using this approach, customer experience (CX) leaders can quickly identify what customers want and track intent trends to train the AI tool to learn from each interaction. Established in 2014, EBI.AI

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

aircall

JANUARY 24, 2022

According to the 2017 American Express Customer Service Barometer , 81% of Americans said that businesses were at least meeting, if not exceeding their expectations for customer service, which is nearly 8 of 10. This percentage compares with only 67% in 2014. Strategies to Help Customers Feel Important.

Call Center 126

Call Center Best practices call center software CRM 126

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Help Scout

JULY 6, 2021

If you’re using a shared Gmail or Outlook mailbox for support, a shared inbox tool can improve your agent and customer experience significantly. Though they’ve been around since 2014, they’ve seen significant growth over the last few years. It seems every day there’s a new support channel customers want to contact you from.

Customer Support 65

Customer Support Accountability Analytics Self service 65

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. Wioletta Stobieniecka is a Data Scientist at AWS Professional Services. This is a joint blog with AWS and Philips.

Healthcare 85

Healthcare Government Engineering APIs 85

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

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Top 5 Self-Service Pitfalls.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

ShepHyken

JUNE 2, 2017

We can learn a lot when we look at what companies around the world are doing to adopt new service models. As customer service professionals, we have a hard time agreeing on what a “great customer experience” really is, and what’s truly possible. Shep Hyken.

Wireless 189

Wireless Banking Analytics Call Center 189

Callminer

NOVEMBER 18, 2020

While gamification , call scoring and other strategies can help improve contact center agent performance, the first step is identifying the common behaviors that leave customers unsatisfied, frustrated and angry. A study from 2014 found that most people were not willing to stay on hold for longer than 13 minutes. Natalya Bucuy.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

CSM Magazine

FEBRUARY 14, 2023

Technology Alone Is Not the Answer Self-service is not the only solution to the labor shortage, nor is technology the only answer to reducing costs. Employee competence and empowerment drive customer experience. One of the most basic customer service elements has been long ignored and underinvested in consistently.

Contact Center 52

Contact Center outsourcing Business Process Outsourcing Consulting 52

Vonage

SEPTEMBER 20, 2016

.” Bob Furniss, Bluewolf customer care practice director, adds: “Visibility and accessibility are key to establishing omni-channel service, as are utilizing emerging customer contact channels — video, SMS, self-service portals, and mobile apps — rather than traditional phone and email channels.”

Self service 122

Self service Accountability Sales Customer retention 122

Comm100

FEBRUARY 6, 2018

This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. Comm100 is a customer engagement solution with live chat as its hub — or core function. Bush Brothers and Company, and Land O’Lakes use this CRM), and more.

CRM 42

CRM Enterprise SaaS Marketing 42