ShepHyken

JANUARY 2, 2017

When you checked in, did you use a self-service option—like the airline’s website, app, or airport kiosk—to check your bags, choose your seat, and print out your boarding pass? If you’re like most people, you used the self-service option. My Comment: This article had me a the title: “Kick Ass Customer Service.”

Customer Service 192

Customer Service Self service Feedback Customer Care 192

Babelforce

MARCH 9, 2022

But despite this growing movement to the cloud some contact centers are still running on legacy on-premises software that stunts the customer experience. Let’s explore some important reasons why the cloud is a customer experience optimizer. How can the cloud improve customer experience?

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Historic Call Center & Customer Experience Trends. A Focus on Customer Experience Strategies.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Mindtouch

MAY 13, 2016

Ok, so Gainsight might produce the software that others use to listen in, but that doesn’t mean they don’t track their own customer’s heartbeat as well. You can read more about the Subscription Economy here to understand how it has given the power back to the customer, forcing companies to evolve their approach toward serving them.

Self service 48

Self service SaaS Sales Best practices 48

aircall

DECEMBER 19, 2016

With every customer service champion, we’ll look at what they can teach us about improving our own customer service, and cultivating our own customers’ happiness. Best customer service companies of 2016: all-star division. Ranking high is far from a novel experience for these companies.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. more than others, and video subscribers by 13.9%

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Talkdesk’s inaugural summit was jam-packed with valuable insights on the future of the customer experience. Empathy is the heart of the most successful customer experiences. Employees are the determining factors for the customer experience.

Customer centricity 40

Customer centricity Airlines Metrics Self service 40

Comm100

JANUARY 14, 2016

In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Self-Service Tools – Good for Everyone. billion PC users.)

Customer Service 0

Customer Service Self service Advertising Airlines 0

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. Published on: November 22, 2017.

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

Fonolo

OCTOBER 18, 2017

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. Published on: March 14, 2018.

Banking 49

Banking Customer Experience Multichannel Government 49

Avaya

OCTOBER 7, 2016

Despite playing such a crucial role in customer engagement, contact centers don’t always get the attention they deserve. Customer experience today is often discussed in a marketing or branding context—through the events and promotions driven by marketing as well as spaces and packages defined by branding.

Contact Center 81

Contact Center Customer Experience Self service Best practices 81

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. Customer experience continues down a path of rapidly advancing technology with trends pointing to a virtual experience.

Omni-channel support 72

Omni-channel support virtual call center Customer Experience Virtual Agent 72

Avaya

JUNE 7, 2016

The problem that we identified is that in this mobile-centric, 24X7-access-to-everything, gadget-crazy digital world, there is a huge problem for companies to be able to communications enable any customer experience now , not seven months from now. The platform we created for business communications innovation is Avaya Breeze ™.

Self service 40

Self service Analytics Contact Center Marketing 40

TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 139

Call Center Technology outsourcing Self service 139

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers.

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

Customer Experience 51

Customer Experience Customer centricity Self service Marketing 51

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. This means that retailers need to focus on ensuring that they provide all the information a customer needs online to quickly make a buying decision, whatever device they are using.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Callminer

DECEMBER 17, 2019

.” – Shauna Geraghty, 10 Customer Service Statistics for Call Center Supervisors , Talkdesk; Twitter: @talkdesk. A survey of global contact center industry leaders carried out from November to December 2016 found that some 66 percent of their organizations were located in the U.S.” ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Contact Center Pipeline

JUNE 2, 2016

Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us poolside. Enter Summer2016 in the coupon code during checkout and receive 50% off your digital or print subscription. Here is what you’ll find in our June issue: FEATURE ARTICLES Upgrade the […].

Contact Center 100

Contact Center Self service Analytics Call Center 100

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

Customer Experience 40

Customer Experience Customer centricity Self service Marketing 40

TechSee

MAY 1, 2018

Utilities recognize that in the short-term, investment in AI can deliver the highest ROI in terms of improving speed and efficiency, enabling better data processing and analytics, and enhancing the customer experience (CX). According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

Analytics 132

Analytics Call Center Chatbots Customer Support 132

TeamSupport

JANUARY 9, 2024

1990s-Early 2000s: Email and Live Chat This was a period of tremendous technological growth for the customer support industry, thanks to the rise of the Internet. Customer interactions expanded to email and web-based platforms: Companies began using email for customer communication, and websites provided self-service options and FAQs.

Customer Support 59

Customer Support Technology CRM Chatbots 59

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

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

Chatbots 78

Chatbots Multichannel Self service Contact Center 78

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? Share this page on: Tweet.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

Aspect

JULY 11, 2018

Want to make your customers happy? We all know happy agents, make happy customers. For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. Equip them.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. 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.

Customer Service 49

Customer Service Self service CRM Analytics 49

Squelch

MAY 27, 2019

This article, “ The Importance of Data for Superior Customer Experience and Business Success ,” was originally published on Inside the Salesforce Ecosystem on May 23, 2019. The numbers speak for themselves: 86 percent of customers will pay a higher price (up to 18 percent more in some cases) for a better experience.

Customer Experience 40

Customer Experience Average Handle Time First call resolution Upselling 40

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. Use self-service and automation intelligently Companies face a huge volume of queries, particularly on digital channels. Here are some tips on how this can be achieved: 1.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. It avoids cherry picking, where teams naturally choose to answer less complex queries first, irrespective of the urgency or emotional needs of the customer. Share this page on: Tweet.

Customer Service 71

Customer Service Multichannel Self service Contact Center 71

Fonolo

JUNE 27, 2019

Regardless, one of the main challenges during this time period is communication, with the cumulative call center volume in the federal marketplace totaling more than 14,569,000 in 2016 alone, according to the Centers for Medicare & Medical Services. After all, this is how customer relationships are made or broken.

Call Center 57

Call Center Healthcare Self service First call resolution 57

Fonolo

JUNE 11, 2019

While this unbelievable sales flood is a boon for a retailer’s bottom line, it can be a painful time both for customers seeking assistance and those in charge of retail contact centers. Optimize your Self-Service Channels. Download the full tip sheet here ! ). Offer a Call-Back.

Call Center 57

Call Center Self service Contact Center Sales 57

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83