Creative Virtual

SEPTEMBER 6, 2018

This session will address the important discussions organizations must have around human involvement in automated solutions and the best ways to implement machine learning and chatbots. The post C3 San Francisco 2018: Enabling conversational commerce for customer service appeared first on Creative Virtual.

Customer Service 45

Customer Service Chatbots Virtual Agent Best practices 45

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 89

Customer Service Chatbots Banking B2C 89

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines. Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. 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

LiveChat

JANUARY 3, 2019

So, as the December 2018 is coming to an end, it’s time to sum up a bit all the highlights of 2018. Shopify customer service – best practices to implement in your business. Another thing that was interesting for Mateusz was the level of their customer service. It was just great.

Chatbots 59

Chatbots B2B SaaS B2C 59

Taylor Reach Group

APRIL 25, 2018

With that, here are some of the events taking place in May 2018 (in chronological order) with direct links to each event: CX 18 - May 1-4, Nashville, TN. And learn more about exciting new technology that’s revolutionizing customer experience. ODSC East 2018 is one of the largest applied data science conferences in the world.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. Additionally, the ongoing pandemic has also created a need for customer service teams to be more sensitive and cautious in their approach towards customers.

CRM 52

CRM Customer Service Banking Chatbots 52

Eptica

FEBRUARY 28, 2018

Date: Wednesday, February 28, 2018 Why the future of customer service isn’t just automation. Published on: February 28, 2018. All of these points mean that brands need to think automating customer service processes. How will it help the customer? There is a need for both. Share this page on: Tweet.

Customer Service 62

Customer Service Banking Self service Best practices 62

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Executive Vice Chairman, Founder and Chief Strategy Officer Sid Banerjee took us through the inception of the company and how the Clarabridge product suite has evolved to help brands optimize customer data and transform experiences.

Chatbots 40

Chatbots Coaching Self service Best practices 40

CSM Magazine

JUNE 13, 2018

Customer Service is evolving at an unprecedented rate and so are your customers’ expectations. To stay relevant, leaders must refine their customer support strategy for 2018. New Technologies and Changes: How AI, Chatbots can impact self-learning, response times and efficiencies.

Customer Service 40

Customer Service Customer centricity Chatbots Best practices 40

Fonolo

OCTOBER 3, 2018

As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Published on: May 16, 2018. They want a personalized service – and their expectations are continually growing. Data Protection and GDPR within Customer Experience.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

HGS

MAY 2, 2018

Ask the Experts: Predictions for the Future of Customer Experience. . Digital disruption has already revolutionized industries across the globe, and the customer service industry is no exception. At the current rate, digital is expected to overtake voice in 2018. Wed, 05/02/2018 - 18:22.

Customer Experience 100

Customer Experience Multichannel Chatbots Analytics 100

Fonolo

DECEMBER 12, 2018

2018 has been a pivotal year for customer experience (CX). Customer experience matters, a lot. 2018 officially kicked-off the race to own CX: 89% per cent of companies now compete on the basis of customer experience compared to 36% in 2010. The cost of this mishap? The lesson?

Gamification 116

Gamification Airlines Contact Center B2B 116

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Published on: October 31, 2018. Put customers first Public sector organizations should start by understanding that citizens are their customers. Share this page on: Tweet.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

Eptica

MARCH 21, 2018

Date: Wednesday, March 21, 2018 Why your approach to knowledge is key to the customer experience. Published on: March 21, 2018. Author: Pauline Ashenden Providing access to knowledge is at the heart of creating an excellent customer experience. Why surveys aren’t enough for Voice of the Customer success.

Customer Experience 55

Customer Experience Best practices Chatbots Self service 55

Talkdesk

FEBRUARY 13, 2020

“81% of all customers across industries attempt to take care of matters themselves before reaching out to a live representative.” Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. Who is helping your customers when they have questions and problems outside of business hours?

Virtual Agent 54

Virtual Agent Customer Experience B2C Self service 54

Toister Performance Solutions

FEBRUARY 15, 2018

Chat Satisfaction is Down Customer satisfaction for chat was down in 2017. The LiveChat Customer Service Report 2018 shows an overall chat satisfaction decline from 86.35 Comm100's Live Chat Benchmark Report 2018 showed a similar decline from 84.06 Leverage Chatbots Comm100 launched a chatbot in 2017.

Wait times 55

Wait times Chatbots Best practices Benchmark 55

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. Satisfied employees are likely to be more engaged, give better service, stay for longer and are generally more productive. Share this page on: Tweet.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Published on: December 05, 2018. T rust is crucial Customers want to engage with open brands that are transparent and trustworthy. Can your customers trust you?

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? Published on: August 08, 2018. Switching on better customer service However, for years telcos have generally had a reputation for considering service as an afterthought.

Customer Experience 49

Customer Experience Best practices Multichannel Chatbots 49

Livepro

JUNE 19, 2019

Topic: ‘AI for Customer Service’. This enables companies to build their language based applications such as chatbots, intelligent assistants, home automation agents, language learning apps, apps in AR/VR and future innovations leveraging the natural language interface. ‘AI’ Pat Inc won global Best New Algorithm for AI 2018/2019.

Government 75

Government Gamification outsourcing Consulting 75

NICE inContact

OCTOBER 15, 2018

No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth. The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service – use of email doubled and chat tripled.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. Author: Olivier Njamfa Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success.

Airlines 49

Airlines Best practices Chatbots Self service 49

Comm100

JANUARY 7, 2020

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. And chatbots are progressing at a rapid pace. What chat can do to enhance customer service and CX is amazing compared to just a few years ago. Here’s the proof.

Benchmark 53

Benchmark Wait times Chatbots First call resolution 53

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. Published on: December 12, 2018. These bring together people and skills from across the business into a cross-functional team, focused on the customer and supported by technology.

Best practices 65

Best practices Marketing Chatbots Self service 65

Fonolo

NOVEMBER 17, 2020

That includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. More than 80% of customers now say the experience a company provides is as important as its products. . More than two-thirds of service providers will move their contact centers to the cloud in 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. Integrate: Share resources and knowledge across channels to maximize efficiency, consistency and to speed up the process of helping customers. Share this page on: Tweet.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

NICE inContact

MAY 8, 2019

Specifically, how do your customers feel about your customer service? Have they embraced your new, leading-edge, AI-enabled chatbots? Are you being realistic about whether your customer service really satisfies your customers? How about the latest digital channels? And what about your company?

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

Eptica

DECEMBER 20, 2017

Based on a presentation from Gartner’s Olive Huang and Jenny Sussin, the post outlines areas such as creating empathy, sharing knowledge and ensuring accountability – all of which help deliver an improved experience to customers. You might also be interested in these posts: Putting the customer first this Christmas.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Conversely, businesses overestimated satisfaction with online assistants/chatbots and IVR by 9 and 7 points, respectively.

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

Fonolo

JANUARY 25, 2018

In my opinion, bare walls in an environment where you’re trying to build a strong customer service culture is a big no! Today’s Webinar – 3 Critical Contact Center Trends to Watch in 2018. ChatBots Step Up to the Plate. Who should attend: VPs & Directors of Customer Service.

Customer Experience 86

Customer Experience Call Center Contact Center Chatbots 86

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Verint Engage Global Customer Conference. ET on May 2.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

JivoChat

JUNE 7, 2021

You might define customer interaction as any communication or interaction between a company and a consumer. Customer interaction comes in many forms. The interaction might come from a chatbot or live agent chat, welcome message, social media interaction, retention interaction, service call, or even another form.

Best practices 52

Best practices Chatbots Customer retention Surveys 52

ChurnZero

JANUARY 4, 2019

So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

VHT

SEPTEMBER 24, 2018

Moreover, sophisticated platforms like VHT Callback and VHT Callback Cloud work in concert with evolving technologies, such as chatbots, omni-channel communications and data analytics, to create a seamless and satisfying experience. Empower Chatbots and Mobile Apps. Create Good Feelings.

Contact Center 48

Contact Center Technology Chatbots Wait times 48