Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

VHT

MARCH 12, 2019

Here we are, three months into 2019, and the twin innovations of artificial intelligence and automation haven’t meaningfully disrupted the voice channel for customer service. Surely adding to customer frustration is the fact that they’ve been very clear about what annoys them, yet these frustrations haven’t been eliminated.

Contact Center 48

Contact Center Interactive Voice Response Customer effort Wait times 48

TechSee

APRIL 17, 2022

“Thanks for following up, Mr. Jones; I see you submitted images of your 2018 Camry’s left bumper yesterday. Having one agent brief the other is a good first step, but warm transfers in 2022 have grown to improve both agent efficiency and customer experience beyond the call center.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Mindtouch

MAY 24, 2019

Content channels are splintering based on customer demand. Some key stats from Gartner about self-service illustrate the influence of customer self-service expectations : 15% support interactions will be handled via artificial intelligence by 2021 – a 400% increase from 2017. Consortium : Molecular.

Self service 84

Self service Chatbots Metrics Feedback 84

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First call resolution 75

First call resolution Call Center Self service Analytics 75