Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. It works by leveraging self-learning artificial intelligence technologies to model customer language and dialogue interactions. Don’t believe me?

Enterprise 76

Enterprise Chatbots SaaS Self service 76

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. So, today people prefer self-serve as their first choice. Bringing Call Centers Into the Modern Age.

Contact Center 40

Contact Center Self service Call Center Analytics 40

Fonolo

OCTOBER 18, 2017

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

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. So, today people prefer self-serve as their first choice. Bringing Call Centers Into the Modern Age.

Contact Center 40

Contact Center Self service Call Center Analytics 40

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. According to a recent PWC survey, customers value : Speed. Friendly service. Research from Genesys says the use of chatbots has doubled since 2017.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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

TechSee

APRIL 24, 2018

Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. According to a recent TechSee survey , complexity is a real barrier to DIY-ers. Not all unboxers are created equal. The future of unboxing is powered by AI / AR.

Self service 116

Self service Call Center Surveys Customer emotions 116

CSM Magazine

OCTOBER 27, 2022

Rob Crutchington at Encoded , discusses the rise of self-service payments and why it is time to take another look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions, boost agent performance and improve the customer experience (CX). Cash is no longer King.

Interactive Voice Response 52

Interactive Voice Response Self service Morale Finance 52

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

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. 1 Ovum, The Advancement of Self-Service Solutions in Customer Engagement , April 2017.

Self service 26

Self service Multichannel Management Enterprise 26

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology.

Marketing 111

Marketing Wireless Entertainment Self service 111

DMG Consulting

MARCH 30, 2017

DMG research has shown that both Baby Boomers and Millennials prefer to use self-service solutions to solve an issue, but will interact with a live person when the automated tools are not successful. DMG Surveys. I would like to participate in future DMG Surveys. Your Customers Deserve a Better IVR (whitepaper).

Interactive Voice Response 48

Interactive Voice Response Self service Consulting Consulting 48

Solvvy

SEPTEMBER 20, 2022

Chatbots give customers a self-service option that is easy to use and provides accurate information. This reduces the number of tickets customer service teams need to address. Customer service agents working to assist people as quickly as possible may not have the time to capture the details of interactions.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

Fonolo

JANUARY 31, 2018

This is the latest in their “Inner Circle” series which is based on industry surveys. Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) About: This report presents the results from an online study, conducted in the Fall of 2017. About: We are huge fans of ContactBabel.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

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. .

Call Center 207

Call Center outsourcing Contact Center Finance 207

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent are delivering average service and 39.6

Customer Service 104

Customer Service virtual call center Self service Analytics 104

24-7 InTouch

OCTOBER 21, 2021

In a survey performed by Mckinsey & Company , executives from across the globe indicated that at least 80% of their customer care interactions are digital in nature, which was not the case prior to the pandemic. . What Does this Trend Towards Digital Investment Mean? Where to Next? The digital transformation trend is here to stay.

call center association 52

call center association Call Center Interactive Voice Response Customer Care 52

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. For example, preference for online chat is climbing.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. This is listed by 34% of U.S.

Call Center 85

Call Center Airlines Contact Center Self service 85

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. For example, preference for online chat is climbing.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. This is particularly true as we move into 2017. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty. Share this page on: Tweet.

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

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

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. But why is this?

Self service 51

Self service Customer Care Surveys Customer Experience 51

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

Eptica

SEPTEMBER 25, 2019

Additionally, 1,000 consumers were surveyed online to understand what they see as the key factors behind successful customer service and their preferred channels for finding information from insurers. The results are stark, with insurance performing poorly in terms of both customer service and trust. Share this page on: Tweet.

Customer Experience 62

Customer Experience Automotive Self service Marketing 62

Interactions

MARCH 20, 2019

I n a 2017 survey, Arise found that nearly two-thirds of respondents were only willing to wait 2 minutes or less before hanging up and that more than 13% said no wait time was acceptable. The post A Guide to Customer Service in the Customer Experience Era appeared first on Interactions.

Customer Experience 67

Customer Experience Customer Service Customer Care Self service 67

CSM Magazine

MARCH 25, 2019

The impetus behind the emerging transformation of service is due to several factors: evolving consumer behavior, the opportunity for greater business efficiencies, but perhaps most of all — the value advanced technologies like self-help and artificial intelligence (AI) can deliver to better meet employee and customer needs.

Self service 68

Self service Enterprise Technology Sales 68

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

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

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

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. . That figure is up by $13 billion from 2016.

Call Center 126

Call Center Best practices call center software CRM 126

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

COPC

AUGUST 21, 2019

recently completed three years of research into the experience of banking customers which revealed that the service journey customers are experiencing could be improved to achieve higher levels of customer satisfaction and loyalty. Service Journeys, we believe, are a win-win for everyone. The three, exclusive COPC Inc. all the time.

Banking 45

Banking Finance Chatbots Surveys 45

DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction. Increasing use of self-service.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195