NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Today, AI in the self-service space (e.g.,

Contact Center 54

Contact Center Benchmark Self service APIs 54

NICE inContact

OCTOBER 15, 2018

With fierce competition and dozens of service channels available, customer service leaders have to continuously monitor and improve customer experience while also expanding their service channels and fine-tuning their contact center operations to meet consumer demand for speed, convenience and personalization.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

SharpenCX

MARCH 5, 2020

Be eager to explore and adopt new technology. Vendors are constantly upcycling their technology. So, when it comes to technology, you’re left with two options: Reap the benefits of savvy tech early on or resist new tech until you’re forced to adapt. Set benchmarks specific to business objectives. Get the ebook.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Creative Virtual

MARCH 21, 2019

Frost & Sullivan evaluated companies across two key factors, each with five benchmarking criteria. Not least because this is the first detailed independent comparison of combined virtual assistant, chatbot and live chat technology; and especially as the competition are some of the world’s largest technology companies.

Chatbots 40

Chatbots Benchmark Self service Best practices 40

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Published on: November 01, 2017. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Use web self-service , chatbots and other AI-based technologies to automate basic interactions.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

COPC

JUNE 20, 2019

In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions as the future of customer interactions. Chatbots . This represents a 5.6 times growth year on year.

Chatbots 40

Chatbots Multichannel Self service Benchmark 40

Eptica

MAY 17, 2017

Date: Wednesday, May 17, 2017 L’Occitane – the benefits of a global approach to digital customer experience. Published on: May 17, 2017. Anne-Sophie Pouyau, Head of International & European Customer Service, presented at the recent Gartner Customer Experience & Technologies Summit.

Customer Experience 51

Customer Experience Multichannel Self service Best practices 51

Eptica

APRIL 12, 2019

Focusing on your people is key While companies are investing heavily in automation , such as through self service and chatbots, they also understand the importance of their people in delivering the experience that consumers expect. However, it also demonstrated that many companies were lagging behind their peers.

Benchmark 76

Benchmark Government Analytics Chatbots 76

Eptica

MARCH 14, 2018

At the same time online and mobile banking is growing, while traditional players also face a raft of agile new entrants that are focusing on the experience and services they provide to customers. In 2016 just 10% of banks answered an email successfully – in 2017 that had risen to 15%. Share this page on: Tweet.

Banking 49

Banking Customer Experience Multichannel Government 49

Fonolo

JANUARY 4, 2022

5 Popular Customer Service Benchmarks. The State of Customer Service in Statistics. 52% of all customer service engagements around the world in 2017 began online. 67% of people worldwide believe that customer service is improving as a whole. In 2017, 64% of Americans contacted some form of customer service.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Taylor Reach Group

JUNE 11, 2018

In the next of this series, we will be discussing Contact Statistics related to the various technologies within the Call Center. 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 50

Contact Center Self service Scripts Call Center 50

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Activate, a strategy and technology consulting firm, predicted that by 2018 there would be 3.6 Free Download] Live Chat Benchmark Report 2018.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

COPC

MAY 16, 2018

And while this approach is covered in great detail in a four-part blog published in October 2017 (which can be found here ), the foundational steps of taking a customer-centric approach to channel strategy are as follows: Step 1: Ask which channels are currently offered and which channels customers are actually using.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

Verint

MAY 1, 2018

A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). CRMXchange Roundtable: Digital Customer Service—IVR, Chat, SMS and VA. Attend the webinar to: Benchmark your GDPR compliance efforts against those of your peers. Omnichannel Service: How do YOU Rate?

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

Creative Virtual

DECEMBER 11, 2019

We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual. This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award !

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. Mobile phones are the fastest adopted technology of modern times, and in the U.S Self-Serve Tools. Are your processes, team-work, and technology paying off?

Customer Experience 47

Customer Experience Benchmark Self service Customer Care 47

Comm100

FEBRUARY 20, 2018

Chatbots are like evolved self-service portals or advanced knowledge bases. According to research by McKinsey, 29% of customer service positions in the US could be automated through Chatbots and other currently available technology. And customers appreciate the self-service nature of Chatbots.

Chatbots 52

Chatbots Contact Center Benchmark Chief Customer Officer 52

Comm100

DECEMBER 1, 2017

With technologies and consumer demands constantly evolving, what unconditional priorities can companies set for their contact center that won’t be shattered by ever-changing standards? Tip: The digital transformation is bringing with it exciting new technologies to help businesses meet their customers’ needs.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Comm100

FEBRUARY 6, 2018

This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. Dolphin CRM : Travel technology that encompasses CRM, reservations, and booking engines for businesses, travel agents and tour operators. Travel and Tourism.

CRM 42

CRM Enterprise SaaS Marketing 42