Comm100

MARCH 16, 2022

We will also discuss how government can improve customer service while meeting today’s strict security standards, exploring new approaches and tools with real-world examples and best practices. . Chapter 2: The state of customer service in government today. Chapter 3: 4 fundamental citizen customer service expectations.

Government 76

Government Best practices Customer Service Chatbots 76

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

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? SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). So, what comes next? Digital Transformation.

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

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

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Talkdesk

FEBRUARY 13, 2020

Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. According to Gartner’s 2018 Best Practices for Implementing Extreme Customer Self-Service Report , by 2022, 85% of customer service interactions will start with self-service, up from 48% today.

Virtual Agent 54

Virtual Agent Customer Experience B2C Self service 54

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . From finding and fixing common pain-points to reducing the amount of effort expressed, to identifying self service opportunities and more, CX professionals in the audience were inspired by the opportunities to maximize brand loyalty and drive business.

Chatbots 40

Chatbots Coaching Self service Best practices 40

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. Funnel to the Cloud” example – Consortium for Service Innovation, 2018. if they can interact with other product experts quickly and effectively.

Self service 37

Self service Contact Center Best practices Feedback 37

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. They want a personalized service – and their expectations are continually growing.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Eptica

DECEMBER 11, 2019

on average in 2018 to £3.89 Self-service is growing Consumers have more and more queries and want faster answers, particularly to routine requests. No surprise then that 87% of companies now offer some form of self-service, 62% of which is web self - service and 46% account specific.

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. Clearly, this doesn’t mean that automation and technology have no place in customer service. You might also be interested in these posts: 5 tips to transform your social customer service.

Customer Service 62

Customer Service Banking Self service Best practices 62

Callminer

APRIL 20, 2018

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. This post will help you zero-in on those technologies and best practices proven to produce results.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

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. To find out the 2018 Eptica Knowledge Management Study asked consumers about how satisfied they were with the way brands were able to answer their questions, and how this impacted loyalty and engagement.

Customer Experience 55

Customer Experience Best practices Chatbots Self service 55

Mindtouch

MARCH 14, 2017

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. Know who’s who in the community of Success thought leadership to set the bar high within your organization?

SaaS 77

SaaS Customer advocacy Self service Best practices 77

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. Contact Center Trends 2018. Here are trends for 2018 that are sure to shake up the industry.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. 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. Organic Mobile Experiences Blur Channel Lines. Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 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. The good news is that technology can help deliver a more efficient service, while still delivering what citizens want. Share this page on: Tweet.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

The Petrova Experience

OCTOBER 8, 2020

Unfortunately, there are not many resources for businesses to get up-to-speed on customer experience strategy and best practices. As far back as 2018, an article explains the difference between Customer Service and Customer Experience on a Federal Government website. Contactless and Self-Service are Here to Stay.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

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

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

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. Categorie(s): Best Practice News The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

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. Your brand is a big deal.

Call Center 126

Call Center Best practices call center software CRM 126

Altivon

JULY 27, 2020

After we started employing some of IVR Doctors’ best practices in 2018, we received the Gold Stethoscope award , placing fifth out of a hundred in their usability study,” said Turner. They have a service territory spanning about 24,000 square miles—much of it rugged territory—and service about 1.5

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. And as more routine interactions are automated through self-service and chatbots , queries are becoming more complex and time-consuming to answer. Share this page on: Tweet. What were the key CX trends in 2017?

Airlines 49

Airlines Best practices Chatbots Self service 49

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. If you would like find out more, please download your copy of our latest Eptica Multichannel Study for the full findings, survey results and more best practice recommendations.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Skybridge

NOVEMBER 12, 2020

Unfortunately, there are not many resources for businesses to get up-to-speed on customer experience strategy and best practices. As far back as 2018, an article explains the difference between Customer Service and Customer Experience on a Federal Government website. Contactless and Self-Service are Here to Stay.

Customer Care 52

Customer Care Government Self service Education 52

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. Look at platforms that are built on techniques such as AI, and have a proven record of delivering innovation. Share this page on: Tweet. Can your customers trust you?

Best practices 65

Best practices Marketing Chatbots Self service 65

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. Published on: February 21, 2018. You might also be interested in these posts: The 6 key challenges to successful self-service – and how to overcome them. 5 ways to get your email customer service ready for 2018.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

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. Categorie(s): Best Practice News Telecoms is central, even essential, to our lives. So how can telecoms respond to changing consumer needs?

Customer Experience 49

Customer Experience Best practices Multichannel Chatbots 49

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

CustomerSuccessBox

FEBRUARY 28, 2022

Best practices: Consumption vs subscription. Best Practices: It has its NRR retained at $2B ARR. For the cloud-scale applications, Datadog monitors the servers, tools, databases, and services, with a data analytics platform that is SaaS-based. Best Practices: 1000 customers of all pay $100k +.

SaaS 52

SaaS Best practices Enterprise Customer retention 52