Mindtouch

AUGUST 21, 2019

The data doesn’t lie: in 2017, customer self-service almost surpassed human-assisted service for customer service interactions. By 2020, an estimated 85% of customers will choose self-service first. 85% of customers will choose self-service first by the year 2020.

Self service 48

Self service Engineering First call resolution Contact Center 48

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. self-service. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

SmartAction

NOVEMBER 7, 2018

In the contact center, it isn’t often that a new category of technology emerges. The emergence as a category indicates these new solutions are here to stay and are as integral to service delivery as the PBX or workforce management software. AI-enhanced Self-Service Examples.

Self service 78

Self service Virtual Agent Contact Center Customer Support 78

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? But with simpler, less urgent concerns, 40% prefer self service methods first. As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Bringing Call Centers Into the Modern Age. So, today people prefer self-serve as their first choice.

Contact Center 40

Contact Center Self service Call Center Analytics 40

NICE inContact

AUGUST 16, 2019

In light of fast-changing customer demands, is your contact center keeping up? But with simpler, less urgent concerns, 40% prefer self service methods first. As contact center leaders, we need to focus on ensuring customers and agents have the technology and tools to deliver seamless omnichannel service.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Here are five suggestions to improve your contact center technology in 2018. Customer Service Chatbots can support both sales and service inquiries, and continue to increase in popularity among tech-savvy consumers today.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

NICE inContact

JANUARY 17, 2019

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Contact center agents have a significant impact on customer experience and thus the bottom line. Here our are 8 Qualities of Effective Contact Center Agents. Reliability.

Contact Center 54

Contact Center Brand ambassadors Morale Self service 54

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Chatbots can support both sales and service inquiries, and continue to increase in popularity among tech-savvy consumers today. Get started today by checking out the year’s most innovative contact center solutions.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Vonage

FEBRUARY 23, 2017

Consumers expect self-service customer support options. The 2015 Global State of Multichannel Customer Service Report indicates that customers are more comfortable than ever making purchases without the help of a sales rep. Customer service centers need updating. Share your thoughts below.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Fonolo

OCTOBER 18, 2017

Last month we shared 4 Call Center Reports Worth Your Time. A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Who wrote it: Call Center Week. Our favorite chart: Inner Circle Guide to Self-Service. Where to get it: [link].

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

VHT

OCTOBER 11, 2018

If your contact center is upgrading to a stronger customer experience (CX), you need to rely on applications that offer immediate benefits at the start of the journey and continue adding value as strategy evolves. And it’s very common for people to jump from self-service to the contact center.

Best practices 48

Best practices Contact Center Self service Entertainment 48

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. Today, AI in the self-service space (e.g.,

Contact Center 54

Contact Center Benchmark Self service APIs 54

Aspect

MAY 15, 2018

According to the European Union , the AI market is expected to grow from about $664 million in 2017 to $3.88 Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. billion in 2025.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? 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

Callminer

DECEMBER 17, 2019

Below, you will find interesting statistics pertaining to call centers, their employees and their finances that may prove helpful in deciding whether the use of one for your own business’s strategy is appropriate. Call Center Workforce Statistics. Cloud contact centers may be more reliable. ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Avaya

MARCH 28, 2017

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. There is no shortage of software and services companies, including Avaya, that are investing significantly in the field of chatbot technology for contact centers applications.

Chatbots 62

Chatbots Contact Center Interactive Voice Response Self service 62

Talkdesk

NOVEMBER 8, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. At Dreamforce 2017, Talkdesk COO Gadi Shamia presented “5 Crazy Ideas for Transforming your Contact Center” to a packed breakout session room.

Contact Center 42

Contact Center Analytics Surveys Chatbots 42

SmartAction

OCTOBER 19, 2022

Conversational chatbots are one of the top market disruptors in call center automation. Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. Call centers must adapt to changing client demands for self-service by giving their chatbots new features and capabilities.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

Aspect

JUNE 22, 2017

Contact Prequalification and Authentication. Just like an IVR integrated with the contact center would in the world that I’m sure Apple would love to call the “old world”, Business Chat lets you signal the reason for contact (they call it “Intent”), and the skill group or queue needed to handle the inquiry (they call it “Group”).

Contact Center 66

Contact Center Chatbots Interactive Voice Response Marketing 66

VHT

SEPTEMBER 24, 2018

If the contact center is busy, it can offer users a future appointment. Or if a customer uses self-service applications , callbacks will recover unsuccessful attempts. They thereby control the conversation according to their preferences and via their favorite contact channels. Offer Proactive Support.

Contact Center 48

Contact Center Technology Chatbots Wait times 48

VocalCom

MARCH 26, 2018

While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. Give customers reliable self-service options.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

Avaya

MAY 31, 2018

This partnership follows our 2017 release of Avaya Oceana 3.4 These platforms offer a whole range of measurements that feed into the AI engine, enabling the customer service agent to respond to changing sentiments in real time. This has helped Avaya and its Partners discover new ways of making API integration seamless and easy.

Contact Center 42

Contact Center APIs Analytics Engineering 42

HGS

JULY 12, 2017

Posted by Andrew Kokes, HGS Senior Vice President, Global Marketing In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and [.]. The post HGS Harvests Gold at CCW Awards Ceremony appeared first on Team HGS Blog.

outsourcing 188

outsourcing Marketing Self service Contact Center 188

Mindtouch

MARCH 16, 2020

Failing to empathize with your customers can end up being counterproductive, especially for the managers and directors charged with keeping tabs on customer journey KPIs within the contact center. Are your highest-volume cases clustered around low-touch, repeat issues that might otherwise be handled by self-service?

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Verint

SEPTEMBER 13, 2017

However, in the digital, multichannel customer engagement world of today, the evolving and more astute customer base has higher expectations, as well as a strong desire to do things themselves via self-service applications. Those leaders are followed by social media (25%) and blog posts (20%).

Self service 26

Self service Multichannel Management Enterprise 26

Aspect

JULY 11, 2018

Creating and maintaining agent engagement has clear benefits to the contact center but what exactly do customer service agents need to be engaged and happy? This is troubling because they will also be the largest contact center agent demographic in the next two to three years. Respect them. Challenge them.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

ProProfs Blog

JUNE 14, 2019

Customer Service Stats for Social Media. Rise of the Automation Industry & Self-Service. Build a Delightful Customer Experience With These Customer Service Statistics. With this blog, we aim to help you do just that. Worldwide, 67% of people believe that customer service as a whole is improving.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. So, what comes next?

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

VocalCom

JUNE 17, 2019

According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise. They love the benefit of self-service. The post 5 Reasons Why Customers Love Chatbots appeared first on Vocalcom Blog.

Chatbots 48

Chatbots Contact center software Self service Banking 48

Natalie Petouhof

SEPTEMBER 12, 2018

List the strategic metrics you are measured on every day and then think about how AI can help you to: Reduce call volume (call deflection via satisfying self-service). Increase First Contact Resolution (FCR). And AI development is not the core business focus of a contact center. MIT Sloan and BCG Study, 2017.

Customer Service 89

Customer Service Self service Average Handle Time CRM 89

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as well, recognizing that all of these awards are the result of the hard work and collaboration of our entire global team. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Aspect

FEBRUARY 13, 2018

It was mid-July 2017 when I got an email from a sales colleague about a potential chatbot opportunity with a short window to respond. The project kicked off with a workshop in Lidl’s Wimbledon England HQ at the end of August 2017. The post How We Built the Wine Bot Margot for Lidl appeared first on Aspect Blogs.

Chatbots 102

Chatbots Interactive Voice Response Self service Contact Center 102

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1

Technology 122

Technology Customer Service Gamification Contact Center 122

Fonolo

SEPTEMBER 4, 2019

The report surveyed over 250 contact centers, asking questions about how companies are delivering customer service over voice, email, chat, and social media. Regarding the abandon rate issue mentioned in that last sentence, frequent readers of the blog probably know what I’m going to say next. About the Report.

Service level 57

Service level Surveys Abandon rate Call Center 57

NICE inContact

NOVEMBER 12, 2019

Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. The post What You Need to Know About Omnichannel appeared first on NICE inContact Blog.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54