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. This represents a 5.6 times growth year on year. The COPC Inc.

Chatbots 40

Chatbots Multichannel Self service Benchmark 40

Sykes

MARCH 5, 2019

The acquisition of Alpine Access in 2012 also differentiated SYKES with an established, reliable and secure home-based service option that allows for rapid scalability and flexibility. engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

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

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. As artificial intelligence continues to modernize customer experiences, chatbots are at the heart of this technological revolution.

Chatbots 48

Chatbots Contact center software Self service Banking 48

Eptica

OCTOBER 10, 2017

Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. Published on: October 11, 2017. Strike a balance between humans and technology Consumers want a mix of automated conversations with technology (such as self-service systems and chatbots) and the empathy and personalisation a human can provide.

Customer Experience 49

Customer Experience Chatbots Multichannel Self service 49

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. So, as per our annual tradition, let’s take a look at some of the highlights from the past 12 months. You can watch the recording on-demand here.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Global Response

JUNE 20, 2023

In addition, AI can be implemented to create chatbots, self-service tools for customers and more expansive and useful knowledge bases for agents. All of these innovations are set to expand the Tunisian call center market, as well as deliver better results, increased efficiency and reduced cost of services to clients.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

aircall

DECEMBER 13, 2018

How did your total annual customer support budget change from 2017 to 2018? Which of your customer support budget categories will receive more funding in 2018 than they did in 2017? But mobile apps , automated chatbots , and even some self-service channels still appear to be in the early days of their adoption curves.

Surveys 54

Surveys Customer Support B2C CRM 54

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). self-service. self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Sykes

MARCH 18, 2019

The acquisition of Alpine Access in 2012 also differentiated SYKES with an established, reliable and secure home-based service option that allows for rapid scalability and flexibility. engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers.

Technical Support 16

Technical Support Enterprise outsourcing Business Process Outsourcing 16

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. What goes into good self-service?

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

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. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Self service Best practices 51

Comm100

AUGUST 23, 2018

The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018. Multichannel” and “omnichannel” have been buzzwords for years now. Chatbots can be used to deliver exceptional customer service in many ways.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. There are two broad types of journeys: those that I’d describe as Liquid (based on a need for simplicity, ease and flexibility), which can be helped through self-service or even chatbots.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

Eptica

MARCH 21, 2019

69% of questions across all channels now receive a satisfactory response, up from 59% in 2017. Brands are not delivering multichannel experiences Forget the nirvana of providing seamless, omnichannel experiences. The study shows that brands are still struggling with delivering a multichannel experience.

Multichannel 80

Multichannel Banking Self service Surveys 80

NICE inContact

NOVEMBER 12, 2019

How is omnichannel customer service different from (or: better than?) multichannel customer service? 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.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54

Eptica

SEPTEMBER 6, 2017

Date: Wednesday, September 6, 2017 The changing face of UK customer experience. Published on: September 06, 2017. Customers are changing – they are more digitally-aware, are mobile-first and have higher expectations of the service they want to receive.

Customer Experience 54

Customer Experience Multichannel Self service CRM 54

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

Eptica

MAY 3, 2017

Date: Wednesday, May 3, 2017 Connecting telecoms providers with improved customer service. Published on: May 03, 2017. Author: Dharmesh Ghedia Be it broadband internet services, pay TV, landline or mobile, the telecoms market is incredibly competitive. Share this page on: Tweet.

Customer Service 49

Customer Service Wait times Multichannel Self service 49

ProProfs Blog

AUGUST 19, 2020

However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe. For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? You can use the ProProfs Knowledge Base to create a self-service portal that offers 24/7 instant help.

Customer Service 158

Customer Service Airlines Customer centricity Accountability 158

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

TechSee

NOVEMBER 20, 2017

Now that so much of the customer experience is self-service, businesses need to make every part of a customer’s interaction fast, easy, and intuitive. Another important task when it comes to helping customer service agents is data management. Enter the bots. The truth is that bots are slowly proving to be useful tools.

Chatbots 117

Chatbots Customer Service Multichannel Scripts 117

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. Shep Hyken confesses that he’s tired of the words multichannel and omnichannel support – and he’s not alone. Introduction. Download Now. Related Posts.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

Comm100

FEBRUARY 6, 2018

This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. For businesses with under 2000 email subscribers, MailChimp offers its services at no cost. As of mid 2017, those services also include free marketing automation.

CRM 41

CRM Enterprise SaaS Marketing 41