Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. Read More.

Benchmark 40

Benchmark Self service Customer Experience 40

Solvvy

FEBRUARY 5, 2020

This singular focus on stellar customer service ensures that nearly every customer becomes a raving fan for life: 75 percent of purchases come from repeat customers. Then you’ll need to focus on understanding customer expectations in your industry so that you know how to beat them.

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 64

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

APRIL 12, 2019

Author: Pauline Ashenden - Marketing Manager It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK, ahead of this week’s Stratégie Clients. Published on: April 12, 2019.

Benchmark 76

Benchmark Government Analytics Chatbots 76

VHT

OCTOBER 18, 2018

Customers not only get their questions answered quickly; they also enjoy the unexpected value of information or deals designed specifically for them. Even with excellent self-service options, people still need to talk to a person every now and then, especially for a sensitive or complex issue. Employee Engagement Technology.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Fonolo

FEBRUARY 13, 2018

First, to be clear, I’m not talking about chat- bots , i.e. automated self-service, I’m talking about a conversation with a human agent via some form of text-based channel. between 2015 and 2016.” [ source via here ]. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction.

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

Fonolo

SEPTEMBER 27, 2016

Back in 2016, we asked some of them this question: “ How do you meet (or exceed) the KPIs set for your contact center?” This means that our customers can get on with their day while knowing that their issue will be addressed in a way that saves them time and hassle.”. How Do You Exceed KPIs in Your Contact Center? And you know what?

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. self-service. connected customer journeys with 9 channels in most contact centers.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Pointillist

NOVEMBER 11, 2019

must now focus on achieving performance excellence across all three key priorities: customer experience, cost optimization, and revenue maximization. You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. As McKinsey & Company explains : The contact center.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Taylor Reach Group

JUNE 11, 2018

Multi-channel and Omnichannel: 92% of organizations that view customer experience as a differentiator offer multiple contact channels (Ameyo). Research shows that 74% of customers are using 3 or more channels to access customer service (Ameyo). Web and mobile self-service interactions overtake all other channels.

Contact Center 50

Contact Center Self service Scripts Call Center 50

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Contact Center 49

Contact Center Call Center Multichannel Self service 49

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. For example, use a single, self-learning knowledge base to deliver information and answers on the web and to agents answering the phone, email, and on social media. What do they do differently?

Customer Service 49

Customer Service Multichannel Self service Benchmark 49

Comm100

FEBRUARY 20, 2018

Sixty-one percent have plans to incorporate (or continue incorporating) AI into their customer experience. It’s not just companies – studies show that the majority of customers already accept or even prefer Chatbots. Chatbots are like evolved self-service portals or advanced knowledge bases.

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50