Fonolo

JANUARY 31, 2018

We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week. With so much content out there, it’s an honor that you make time for the Fonolo blog.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Aspect

JULY 11, 2018

In the 2 nd annual Aspect Agent Experience Index survey , 64 percent of all agents said they’re happy in their work. However, 75 percent of self-professed engaged agents said they were satisfied in their jobs, an 11-point difference. In this year’s survey, working in an environment they feel respected rose to the top of the list.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

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

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. . “U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

NICE inContact

AUGUST 16, 2019

But steep competition, plus the dozens of service channels available, means customer service leaders must continuously monitor and improve customer experience, strengthening contact center operations to meet the speed, personalization and convenience consumers desire. appeared first on NICE inContact Blog.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

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 get 24/7 customer service. Since many companies are unable to provide human support around the clock, chatbots are the perfect representatives when customers need help outside of service hours.

Chatbots 48

Chatbots Contact center software Self service Banking 48

NICE inContact

AUGUST 16, 2019

But steep competition, plus the dozens of service channels available, means customer service leaders must continuously monitor and improve customer experience, strengthening contact center operations to meet the speed, personalization and convenience consumers desire. appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Aspect

FEBRUARY 12, 2018

While the two aren’t mutually exclusive – although many low-cost companies have suffered their fair share of complaints about service lately, such as Ryanair – their huge global study of Net Promoter Scores did show that four in five people are willing to pay more for a better customer experience. appeared first on Aspect Blogs.

Self service 51

Self service Customer Care Surveys Customer Experience 51

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. appeared first on NICE inContact Blog.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

Aspect

FEBRUARY 7, 2018

According to Accenture’s just-released Digital Consumer Survey , sales of home-based intelligent assistants such as Amazon Echo of Google Home grew more than 50% in every one of the 21 different countries the company surveyed. Plus, 52 percent of those consumers said they’d pay more for good customer service.

Customer Service 68

Customer Service Interactive Voice Response Surveys Chatbots 68

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. That said, 91% of those surveyed said they preferred brands that offer multiple customer service options. . appeared first on Aircall Blog. Account updates.

Call Center 126

Call Center Best practices call center software CRM 126

VHT

OCTOBER 11, 2018

And it’s very common for people to jump from self-service to the contact center. In fact, a 2017 inContact study found that 67% of self-service users want to work with an agent, especially if the call is urgent or sensitive. So they’ll expect immediate gratification any time they contact you.

Best practices 48

Best practices Contact Center Self service Entertainment 48

Revation Systems

JUNE 18, 2018

Chatbots in particular are gaining popularity with consumers as more encounter them and recognize their ability to meet shifting expectations for instantaneous communication — solving problems and providing access to service at all times. Chatbots also benefit more than just consumers. Round-the-clock Real-time Support.

Chatbots 48

Chatbots Customer Experience Self service Surveys 48

Aspect

SEPTEMBER 29, 2017

If there is one overriding theme throughout 2017 for Aspect it has been customer engagement. Customer engagement is a strategy, it is omni-channel customer service, and it is the intricate, bespoke design elements we include in our customers’ technology implementations. To find out more about our research, visit the landing page here.

Enterprise 66

Enterprise Self service Technology Customer retention 66

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. We’re used to seeing predictions that voice support will decline, but in Deloitte’s survey, there are some concrete numbers that illustrate what is expected to happen.

Contact Center 46

Contact Center Surveys Chatbots Accountability 46

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

Avaya

MAY 31, 2018

Historical data, which is often attained using NPS surveys and purchasing history, are useful in providing collaborative measures, but they fall short. This partnership follows our 2017 release of Avaya Oceana 3.4 The post Artificial Intelligence in Contact Centers—How to Know Your Customers appeared first on Avaya Connected Blog.

Contact Center 42

Contact Center APIs Analytics Engineering 42

Aspect

AUGUST 7, 2017

Customer service representatives revealed that on average, 70-80% of the calls they take are easy/moderate requests and in fact, nearly half of the agents prefer it that way, according to the 2017 Aspect Agent Experience survey. They highest of any group in the survey. This post originally appeared on Venturebeat. .

Chatbots 48

Chatbots Contact Center Surveys Banking 48

Aspect

AUGUST 7, 2017

Customer service representatives revealed that on average, 70-80% of the calls they take are easy/moderate requests and in fact, nearly half of the agents prefer it that way, according to the 2017 Aspect Agent Experience survey. They highest of any group in the survey. This post originally appeared on Venturebeat. .

Chatbots 48

Chatbots Contact Center Surveys Banking 48

Tenfold - Contact Center Blog

JUNE 22, 2018

A 2017 report by Accenture indicated that 71% of financial services consumers are open to using “entirely computer-generated support for banking services.” Financial services providers can start their transformation by injecting these trends and technologies into their CX strategy: Self-service.

Finance 64

Finance Banking Technology Chatbots 64

Verint

SEPTEMBER 12, 2017

Today, there are six main categories of branch formats: flagship, advisory, digital self-service, pop-ups, lounges and traditional. This blog originally appeared in the Banking Exchange August/September 2017 publication, Branch Angst. Collect and Act on Branch Experience Customer Feedback.

Banking 39

Banking Feedback Surveys Self service 39

Aspect

FEBRUARY 20, 2018

Last month, we released our 2017 Consumer Experience Index. One theme that is clear throughout the Index is that consumers today want to use connected devices and intelligent assistants for customer service. You can view the full report here: Consumer Experience Index.

Customer Service 35

Customer Service Self service Surveys Technology 35

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 solutions all come with a free 30-day trial and one-click installation, so any company looking for a better way to align staffing can try them with minimal effort or risk.

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

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. This realization has seen investments in AI rapidly increasing. billion worldwide by 2025, with a CAGR of 22.9 Face and voice recognition.

Technology 122

Technology Customer Service Gamification Contact Center 122

Lumoa

OCTOBER 31, 2018

Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. Customers want you to know them.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Comm100

DECEMBER 1, 2017

Out of the organizations surveyed for the report, 49% generate over one billion dollars in annual revenue, and 72% have multiple contact center sites. This makes it the fourth most important goal for companies surveyed. Other key investments include the good old customer feedback survey.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

aircall

FEBRUARY 24, 2017

In their fantastic Trends 2017 report , Fjord explains the concept of a brand hourglass. Customer involvement refers to a customer voluntarily and readily interacting with your business’ promotions, content, beta versions, giveaways, surveys , etc. It will, but that’s not a bad thing. Remember the brand hourglass.

Entertainment 90

Entertainment Advertising Customer emotions Personalization 90

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. Self-service. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

JANUARY 14, 2016

As a result, you should create strategies to maximize the availability and accessibility of your customer service options. Self-Service Tools – Good for Everyone. Therefore, it’s hardly surprising that many experts report that self-service tools rank among the most important priorities for companies in 2016.

Customer Service 0

Customer Service Self service Advertising Airlines 0

ProProfs Blog

AUGUST 28, 2020

In 2017, a flight attendant was accused of dragging off a passenger onboard due to overbooking. That’s why in the following section below, we aim to check out some of those expectations and suggestions on how to meet & exceed customer expectations while creating an awesome service experience. ‘Fast’ Service.

Self service 157

Self service Feedback Airlines Metrics 157

Fonolo

SEPTEMBER 4, 2019

A new survey from Call Centre Helper confirms that the reign of 80/20 continues, but there is more to the story. The report surveyed over 250 contact centers, asking questions about how companies are delivering customer service over voice, email, chat, and social media. Optimize Your Self-Service Channels.

Service level 57

Service level Surveys Abandon rate Call Center 57

Aspect

DECEMBER 22, 2017

As we prepare to head into 2018 we wanted to take some time to look back on what resonated with our readers in 2017. So, we have compiled the top 10 fan-favorite blog posts from the last year. In order to provide a stellar customer service experience, your agents need to be engaged and motivated. Is My Company Killing Me?

Chatbots 48

Chatbots Coaching Contact Center Self service 48

Mindtouch

MARCH 16, 2020

Connecting with Customers from Start to Finish Learn why meeting the demands of today’s customer self-service journey requires next-generation knowledge management. CSAT surveys help measure customer contentedness before, during, and after those interactions. . Download the free ebook. What is NPS and how is it calculated?

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Nicereply

FEBRUARY 1, 2022

In addition to real-time feedback, consider sending out a survey to a specific group of users, such as people who recently canceled their subscription or people who are very active using your product to check-in with them when they haven’t opened a support ticket.

Customer Support 97

Customer Support Metrics Feedback Accountability 97

GetFeedback

JULY 24, 2018

Bain & Company once surveyed 362 companies, and 80% said they delivered a “superior customer experience.” Learn how to build a customer survey that effectively engages your audience. Editor’s Note: This post was originally published in September 2017. Not sure where to start?

Customer Experience 111

Customer Experience Journey mapping Surveys Sales 111

Comm100

AUGUST 23, 2018

This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. In 2018, industry leaders have turned to mobile as a means of establishing an effective omnichannel outreach in customer service and in marketing.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40