DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. The Latest (and Greatest) in Self-Service: IVAs. By Donna Fluss. million per year.

Self service 54

Self service Interactive Voice Response Virtual Agent Analytics 54

Comm100

MARCH 16, 2022

Employees are often left frustrated as their attempts to improve customer service in government are thwarted. However, even within this complex system, there are many ways that the public sector can improve customer experience (CX) and meet their citizens’ high service expectations. Accessibility .

Government 80

Government Best practices Customer Service Chatbots 80

Creative Virtual

OCTOBER 30, 2018

Every industry has best practices – guidelines, methods or techniques accepted as the most efficient and effective way to accomplish a desired result. Sometimes when something new comes along or starts to get industry attention, the hype can make it easy to confuse jumping on the bandwagon with following proven best practice.

Best practices 40

Best practices Chatbots Virtual Agent Self service 40

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

Eptica

FEBRUARY 7, 2018

Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. Published on: February 07, 2018. No wonder that both consumers and companies are turning to online self-service systems. There are six key areas to focus on: 1.

Self service 49

Self service B2C Entertainment Best practices 49

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

Kayako

JANUARY 24, 2018

I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

NICE inContact

JANUARY 24, 2018

How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

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

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.

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

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. Consumers want responses and service now, as well as demanding that brand interactions are easy and take place on the channels they prefer to use.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

Callminer

DECEMBER 17, 2019

Many call centers have trouble adopting modern practices. Two-thirds of respondents overall were ‘behind the curve’ in terms of evolving their traditional call center into a modern customer service operation.” “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. Whether it is a flight or a break, people want a relaxing, stress-free experience, from researching destinations, booking their trip to going on the holiday itself.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

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

Callminer

APRIL 20, 2018

Customer experience (CX) is evolving. Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. Adopt Technologies That Align with Your Customers’ Expectations.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

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. Historic Call Center & Customer Experience Trends. Contact Center Trends 2018.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. 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.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Mindtouch

MARCH 14, 2017

Top 25 Customer Success leaders. See 2018 Winners. Self-service help materials are the most efficient way to achieve customer success, allowing your customers to onboard, train, support, and learn best practices—at their pace.

SaaS 77

SaaS Customer advocacy Self service Best practices 77

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. 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.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Verint

APRIL 26, 2018

The interactions on communities become knowledge threads themselves that subsequent users can then navigate to confirm common situations and find the best answers to their needs. Many customers don’t want to go through support queueing, hold times, escalations, etc.,

Self service 37

Self service Contact Center Best practices Feedback 37

Eptica

DECEMBER 11, 2019

on average in 2018 to £3.89 By analyzing what customers actually say in conversations you can extract qualitative insight that enables you to continually improve. Self-service is growing Consumers have more and more queries and want faster answers, particularly to routine requests. per contact to £3.18.

Customer Service 75

Customer Service Self service Best practices Metrics 75

Eptica

FEBRUARY 28, 2018

Date: Wednesday, February 28, 2018 Why the future of customer service isn’t just automation. Published on: February 28, 2018. Automation often means that customers themselves having to do more. Clearly, this doesn’t mean that automation and technology have no place in customer service.

Customer Service 62

Customer Service Banking Self service Best practices 62

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

Altivon

JULY 27, 2020

Altivon has been working with Idaho Power now for many years and we are thrilled to see their emphasis on understanding their customers and improving the customer experience. ” Improving the Customer Experience. Turner says they have about 2,000 employees serving 570,000 customers.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

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.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Expivia

MAY 4, 2021

Find out which contact center AI suits your business best. The Self Service Bot. Although these programs aren’t complicated, they’re definitely a smart and innovative way to handle simple customer service requests. The self-service bot can handle interactions that don’t necessarily need an agent.

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

Expivia

MAY 2, 2021

Find out which contact center AI suits your business best. The Self Service Bot. Although these programs aren’t complicated, they’re definitely a smart and innovative way to handle simple customer service requests. The self-service bot can handle interactions that don’t necessarily need an agent.

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

aircall

JANUARY 24, 2022

While good customer service will help you build revenue, it’s essential that you don’t overlook the impact of poor customer service. 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.

Call Center 126

Call Center Best practices call center software CRM 126

Skybridge

NOVEMBER 12, 2020

“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.”. That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year. Customer Experience is Still a Mystery.

Customer Care 52

Customer Care Government Self service Education 52

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

pindrop

OCTOBER 12, 2021

Many FI executives follow NIST guidelines closely and view them as global best practices. Source: Contact Babel The US Contact Center Decision-Makers’ Guide, 2018 and 2021. Not only has the average call duration increased by almost 2 minutes, the cost of servicing those calls has also been inching up. in 2012 to 6.1%

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

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. You need to develop an intimate understanding of customer needs, for example by analyzing their interactions, and use this customer insight to drive real change.

Best practices 65

Best practices Marketing Chatbots Self service 65

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. Consumers are continuing to explore AI Self-service options as they come to market, but consumers are still hesitant to adopt them broadly.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. Published on: February 21, 2018. That makes social customer service a major, growing part of every brand’s customer experience. Understanding your customers to transform CX.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

Creative Virtual

OCTOBER 18, 2018

It’s more important than ever for organisations in Asia Pacific to connect with digital customers and create a convenient, efficient and seamless customer experience. This will be my fourth year presenting on the symposium theme, which this year is ‘Customer Intimacy Through Artificial Intelligence’.

Virtual Agent 40

Virtual Agent Chatbots Self service Best practices 40