DMG Consulting

AUGUST 2, 2017

In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video. The Omni-Channel Agent Experience.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

Provide Support

JANUARY 3, 2017

But other platforms such as SMS, social media, live chat and self-service have all seen significant rises in popularity and use. Here’s a breakdown of best practices for successful multichannel customer service:(.). Published in Provide Support Blog , 2017. Read more. © 2003 - 2016 Provide Support LLC. .

Multichannel 50

Multichannel Customer Support Best practices Self service 50

Eptica

OCTOBER 4, 2017

Date: Wednesday, October 4, 2017 National Customer Service Week: The opportunity of Artificial Intelligence. Published on: October 04, 2017. It is a great opportunity to demonstrate how customer service, and customer experience, has grown to become business-critical for organisations, whatever industry sector they are in.

Customer Service 68

Customer Service Contact Center Self service Best practices 68

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. 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.

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

aircall

JANUARY 24, 2022

In terms of revenue, good customer service counts for a lot. Forbes reports that companies lost up to $75 billion in 2018 because of poor customer service. 10 Best Practices for Making Customers Feel Important. Here are 10 best practices to help customers feel more important. . Your brand is a big deal.

Call Center 126

Call Center Best practices call center software CRM 126

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

DMG Consulting

JUNE 3, 2017

IVR Optimization Improves Service and Reduces Costs. In many customer service contact centers, the interactive voice response (IVR) system handles approximately 55 to 95 percent of the calls, depending on the vertical and the effectiveness of the system. I would like to receive the monthly DMG Newsletter. By Donna Fluss.

Interactive Voice Response 48

Interactive Voice Response Self service Contact Center Best practices 48

DMG Consulting

MAY 2, 2017

IVR Optimization Improves Service and Reduces Costs. . In many customer service contact centers, the interactive voice response (IVR) system handles approximately 55 to 95 percent of the calls, depending on the vertical and the effectiveness of the system. I would like to receive the monthly DMG Newsletter. By Donna Fluss.

Interactive Voice Response 48

Interactive Voice Response Self service Contact Center Best practices 48

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. CX improvements drive higher revenues or lowers costs Providing service on digital channels, particularly self-service and chat , is cheaper than answering phone calls.

Customer Experience 63

Customer Experience Self service Best practices Metrics 63

TMP Direct

NOVEMBER 25, 2021

In the past decade’s worth of these annual reports, the best performance was reported in 2017, when 55 percent of organizations were found in full compliance. As digital outreach evolves in chat and self-service offerings, TMP is able to keep up and learn these new features as they develop.

industry standards 52

industry standards Government Self service Best practices 52

Eptica

MAY 25, 2017

Date: Thursday, May 25, 2017 How autonomous customers are driving Asian customer experience. Published on: May 25, 2017. Consumer expectations are continually rising, and much more of the customer journey is now self-directed, across multiple different channels. However, self-service alone is not enough.

Customer Experience 49

Customer Experience Self service Best practices Customer centricity 49

Eptica

JANUARY 24, 2018

Often that means that certain channels or areas can be overlooked – Eptica research found that while performance on email and web customer service improved between 2016 and 2017 it fell on Twitter and Facebook. You might also be interested in these posts: 5 ways to get your email customer service ready for 2018.

Airlines 49

Airlines Best practices Chatbots Self service 49

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Author: Vincent Giraud Categorie(s): AI Best Practice Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. Share this page on: Tweet.

Customer Experience 56

Customer Experience Banking Best practices Advertising 56

Callminer

DECEMBER 17, 2019

“In 2016, outsourcing contact centers had a mean turnover rate of 73%, in 2017 it was reported the turnover was only 49%.” “Experiences that would make customers take their business elsewhere include unfriendly service (60%) and employees’ lack of knowledge (46%).” Forbes; Twitter: @Forbes , @DichterThomas.

Call Center 207

Call Center outsourcing Contact Center Finance 207

NICE inContact

JUNE 28, 2017

New technology can enhance both agent-assisted and self-service interactions. So what trends will have an impact in 2017? In this new report, “Digital Customer Experience Trends, 2017” , Forrester examines how technology is recasting the way customers interact with companies.

Customer Experience 48

Customer Experience Self service Technology Personalization 48

Eptica

FEBRUARY 20, 2018

That makes social customer service a major, growing part of every brand’s customer experience. Research from Deloitte estimates that social interactions will rise from 4% to 9% of contact center workload between 2017 and 2019. 5 ways to get your email customer service ready for 2018. Share this page on: Tweet.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

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., Over two-thirds of customers prefer agent assistance over self-service.

Contact Center 54

Contact Center Benchmark Self service APIs 54

Creative Virtual

MARCH 21, 2019

This comes on the back of our Queen’s Award for Innovation, that we were honoured to receive in 2017, and which is a five-year award. I couldn’t be more proud of what our team, together with our customers and partners, have achieved. We often get asked how we compare with our competitors, and of course we have a lot to say on the subject!

Chatbots 40

Chatbots Benchmark Self service Best practices 40

Eptica

JULY 21, 2019

Augmenting your agents In fact, human agents will continue to play a central role in customer service. Gartner believes that while the share of customer service interactions handled by technology will rise (from 49% in 2017 to 85% in 2022), human interactions will not fall by a corresponding proportion.

Customer Service 58

Customer Service Chatbots Best practices Analytics 58

Eptica

AUGUST 30, 2017

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. Published on: August 30, 2017. Once the text analytics process is complete, our bots will then look through the knowledge base for the most relevant answer. Share this page on: Tweet. Five ways retailers can improve CX ahead of Peak.

Analytics 50

Analytics Customer Experience Chatbots Best practices 50

Totango

SEPTEMBER 6, 2017

At Customer Success Summit 2017 , Sam Boonin, VP of Product Strategy at Zendesk, gave a keynote address where he pointed out that “relationships between businesses and consumers are complicated,” because what they want is different. The biggest users of the dashboards were CSMs, who were enormous consumers of usage data.

B2B 82

B2B Customer centricity Education Self service 82

NICE inContact

JANUARY 24, 2018

If one was to choose a subject that emerged as a unifying theme across the contact center market in 2017, it was artificial intelligence (AI). SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). Artificial Intelligence.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Inbenta

JUNE 9, 2021

Proactive Chatbot Best Practices – When and How to Use Them. And we all know word of mouth is not only the oldest but also the best performing marketing technique. Proactive Chatbot Best Practices – When and How to Use Them. State of Global Customer Service Report. Benefits of Proactive Chatbots.

Chatbots 52

Chatbots Best practices Metrics Wait times 52

Verint

MAY 1, 2018

A study published in 2017 investigated the presence and effects of relational language on intelligent virtual agents (IVAs). Jen Snell, VP, product marketing, will serve as a panelist and speak on such popular digital and self-service topics as virtual assistants, SMS, chat and the modern IVR. ET on May 2.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

NICE inContact

OCTOBER 15, 2018

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

NICE inContact

JANUARY 17, 2019

Self-service tools are filtering out many of the simpler issues, leaving agents to deal with the more challenging ones. A thought provoking article in the January-February 2017 issue of the Harvard Business Review takes an in depth look at this very quality. Solid Problem Solving Skills. One without the other is not enough.

Contact Center 54

Contact Center Brand ambassadors Morale Self service 54

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

Inbenta

JUNE 30, 2021

Therefore, we’ve decided to list 9 chatbot examples across different verticals and business types to show best practices and simply cases where companies nailed the chatbot project. . Overall, starting a new chatbot project might feel overwhelming. . Chatbot examples in the travel & leisure industry.

Chatbots 105

Chatbots Airlines Healthcare Self service 105

VHT

SEPTEMBER 24, 2018

Or if a customer uses self-service applications , callbacks will recover unsuccessful attempts. Sometimes, companies anticipate consumers’ needs by sending a FAQ or self-service link. After all, according to Microsoft’s 2017 State of Global Customer Service report, when U.S.

Contact Center 48

Contact Center Technology Chatbots Wait times 48

Creative Virtual

DECEMBER 10, 2020

The localised support, international insights and best practice expertise of our team are combined with our virtual agent/ chatbot technology (V-Person) and orchestration platform ( V-Portal ) for the conversational AI industry’s smartest solution yet. This year we celebrated being named to the Top 100 SmartTech Innovators List.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Creative Virtual

DECEMBER 13, 2018

We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 by publishing more Meet the Team interviews and pushing forward with our Innovations Roadmap. This year we also had the opportunity to share our story in The Parliamentary Review as a Best Practice Representative for the technology sector.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Contact centers and customer service strategies can’t shift fast enough to keep pace with the rest of the world.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Branch Mesenger

SEPTEMBER 4, 2018

In order to get to a $1 trillion market cap, you'd have to add up the valuations of the 14 largest big box retailers ranked by 2017 revenues, from Walmart (WMT) to Autonation (AN). ??Read Known as the first self-service supermarket in the Midwest, Big Bear changed the way Ohioans shopped for food.

Journey mapping 48

Journey mapping Sales Employee engagement Education 48

Callminer

FEBRUARY 23, 2021

More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. For instance, when they go from email support to calling the customer service team. “A

Call Center 376

Call Center Technology Banking Contact Center 376

Balto

FEBRUARY 6, 2023

For agents, it’s an important change of perspective: they need to stay engaged and understand best practices in a way that’s coachable to other agents. Is Empathy Effective for Customer Service? 2017, December 29). It’s crucial to have direct experience of things like call flows, processes, and winning behavior.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. However, there are many companies that believe in this principle, but struggle to successfully ‘live it’ in practice, day-in, day-out. Share this page on: Tweet.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96