Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Eptica research backs up the need to make self-service easier. Published on: January 20, 2016.

Customer Service 49

Customer Service Self service CRM Analytics 49

TechSee

APRIL 2, 2019

From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do. However, most of these innovations revolve around language. The missing link has always been the visual dimension: the ability to show the customer exactly how to proceed.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

DMG Consulting

MARCH 15, 2017

Improve self-service (50.4 Reduce cost of service (48.0 Enhance reporting/analytics (27.2 Company servicing goals and priorities have changed in the past year, although the position of the first two goals—delivering an outstanding customer experience and improving productivity—have been the same for the past three years.

Contact Center 48

Contact Center Customer retention Analytics Self service 48

The Northridge Group

MAY 2, 2023

To get a handle on ChatGPT, its implications, benefits, challenges, and best practices for contact centers we had a virtual conversation recently with Nathan Hart, Senior Director of Technology, Solutioning & Data Analytics, The Northridge Group. ChatGPT is expected to play a significant role in fueling further AI innovation at Five9.

Contact Center 67

Contact Center B2C Chatbots B2B 67

Vonage

MARCH 26, 2018

Emotionally connected customers are more than twice as valuable as highly satisfied customers (The New Science of Customer Emotions HBR 2015). 63% of people said they are more likely to buy from a brand or customer service agent they had a positive emotional connection towards. Speech analytics is the right tool for the job. .

Customer emotions 53

Customer emotions Coaching Self service Analytics 53

Natalie Petouhof

FEBRUARY 24, 2016

In early 2015, as part of Infosys Renew-New strategy they established a $500million Infosys Innovation fund. Big Data & Analytics. particulates and provide insightful analytics on air quality. Global companies are setting up GICs to harness new technologies such as social, mobile, analytics and cloud.

Government 40

Government Consulting Consulting Analytics 40

Natalie Petouhof

FEBRUARY 5, 2016

The Telligent Community social software platform— which is available in SaaS, on-premises and now CaaS deployment models—enables customer service and digital marketing organizations within a business to create compelling, online, branded communities for customers, partners and employees to collaborate and engage.

APIs 40

APIs Self service Analytics SaaS 40

aircall

JUNE 11, 2021

2015 — An open API (applied programming interface) technology was invented to allow software applications to sync and share data between them. Enable customers to use self-service options such as an IVR (leverages speech recognition and voice recognition) so they can opt out of the automated system if they need to speak with someone.

voip 62

voip APIs Call Center Telecommunications 62

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. Speech Analytics: Speech analytics measure how a caller feels by analyzing the tone, speed, and loudness of their voice. Nicola Behr.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Avaya

JUNE 21, 2016

If you’ve been following Avaya’s news over the past few months, you may recall that in March we talked about customer service being the new competitive battleground, and how Avaya is helping customers win the battle. Then in late May, we announced we were “raising the bar on the self-service customer experience.”

Enterprise 45

Enterprise APIs Contact Center Engineering 45

Enghouse Interactive

JULY 16, 2018

Since 2015, the number of consumers who visited a branch once per month has dropped 20%. This, along with needing to repeat information, counter-intuitive self-service and inaccurate or inconsistent information are the greatest sources of frustration. And by 2022, visits will continue to drop another 36%.

Banking 40

Banking Customer Experience Contact Center Interactive Voice Response 40

LiveChat

NOVEMBER 25, 2015

You can learn when the peak happens by looking to your analytics. From a support perspective, you could offer pro-active help to users who already seen your self-service materials like knowledge base or FAQ and still can’t find their way on your website. Prepare descriptions for your sales. million tickets.

Sales 34

Sales Self service Customer Service Analytics 34

Enghouse Interactive

APRIL 28, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

LiveChat

SEPTEMBER 27, 2016

The retailer didn’t require a minimum order to qualify for free shipping and that policy resulted in a 3% increase in a average order size, according to a report by ecommerce analytics provider Slice Intelligence. Provide a self–service option. There are also other ways you can increase sales during the holiday shopping season.

Sales 73

Sales Advertising Marketing Self service 73

Hodusoft

MARCH 22, 2024

Some challenges HoduSoft’s CX solutions can overcome are: Inefficient customer service: With features such as intelligent routing, Interactive Voice Response, and self-service options, HoduSoft’s CX solutions can streamline customer service operations.

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

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.” and 66% would trust other consumer opinions posted online.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

AWS Machine Learning

FEBRUARY 28, 2023

In today’s highly competitive market, performing data analytics using machine learning (ML) models has become a necessity for organizations. For example, in the healthcare industry, ML-driven analytics can be used for diagnostic assistance and personalized medicine, while in health insurance, it can be used for predictive care management.

Healthcare 70

Healthcare Analytics Engineering Enterprise 70

Balto

FEBRUARY 6, 2023

We are in the midst of a loneliness epidemic , and consumers know that a helpful human is only a phone call away at any time. Retrieved February 7, 2023, from [link] Pollard, M. 2019, February 8). The Sales Superpowers of Introverts. Entrepreneur. Retrieved February 7, 2023, from [link] Reynolds, P. Exploring Call Center Turnover Numbers.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Avaya

DECEMBER 6, 2016

If you ask us, though, the best customer experiences today are supported by customer journey analytics. The Need for Customer Journey Analytics. Customer journey analytics is a process that requires tracking and analyzing the way customers use a combination of available channels to interact with an organization.

Big data 66

Big data Customer Experience Analytics Self service 66

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

CSM Magazine

MARCH 13, 2022

Danish customer support innovator Dixa has announced the acquisitions of analytics leader Miuros, and automation pioneer Solvemate. Miuros was designed to help brands turn customer data into actionable insights with AI-powered analytics, quality assurance and automation.

Chatbots 52

Chatbots Self service Analytics Customer Service 52

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. Contact Center professionals view improved FCR as the greatest benefit of interaction analytics, with 43.9% of the vote.

Contact Center 50

Contact Center Self service Scripts Call Center 50

Avaya

MAY 24, 2016

Depending upon what you read, who you follow, the Business Intelligence and Analytics (BI&A) market is valued anywhere from $16.9 What is making analytics the new in-crowd? What is making analytics the new in-crowd? Until recently, analytics in business communications has been known as reporting. But why now?

Analytics 40

Analytics Enterprise Interactive Voice Response Revenue potential 40

Bill Durr

JUNE 26, 2017

billion in the same period of 2015. million in the first half of 2015 to $688.1 Fluss cites buyer confusion caused by many mergers and the fact that adoption of newer analytics products is slower than expected. Analytics has largely been oversold by vendors. Analytics is a tool. Some vendors did better than others.

Analytics 40

Analytics Contact Center Consulting Consulting 40

Natalie Petouhof

DECEMBER 1, 2015

Unified Service – CRM 2016 delivers a single, unified solution for Customer Service across self-service, agent assisted service and field service.

CRM 56

CRM Analytics Sales Self service 56

ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone. What is your instinct in such situations?

Customer Service 144

Customer Service Customer Support Self service Technical Support 144

RichCall

SEPTEMBER 13, 2017

self-service. 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. With a self-service portal, customers can search for their problem online and follow instructions to fix it. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

SmartKarrot

JANUARY 18, 2022

Found in 2015 by Vijay Yalamanchili, Keka, Keka is an HR and payroll management software designed for modern organizations. The services offered by CloudCherry include customer journey map , text analytics, integrations, predictive analytics, dashboards, actionable insights, and more. This article will help you –.

SaaS 11

SaaS Finance CRM Analytics 11

Mindtouch

FEBRUARY 7, 2018

It can make the customer support experience more efficient, enable customer self-service , and even build brand awareness. So, what the heck does the Hemingway iceberg theory have to do with help content and customer self-service? Editor’s Note : This post was originally published April 1, 2015.

Self service 71

Self service Entertainment Sales B2B 71

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The Canadian-based Coveo increases self-service success and case deflection by making search core to the self-service experience.

Contact Center 116

Contact Center Technology Self service Call Center 116

Stratifyd

MARCH 6, 2019

Stratifyd’s driving force has remained the same since our start in 2015: To democratize data so every employee can make sense of it and contribute data-driven decisions. Our platform harnesses the power of AI and bridges the gap between data and self-service analytics. Predictive Intelligence.

Analytics 55

Analytics Government Feedback Self service 55