Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. Who wrote it: Contact Center Week / IQPC.

Contact Center 99

Contact Center Call Center Self service Surveys 99

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 41

Contact Center Customer centricity Journey mapping Benchmark 41

Mindtouch

FEBRUARY 21, 2018

Samsung , for one, plans to join Google Home and Amazon Echo by releasing its own smart speaker in 2018. It’s very similar to the way traditional online self-service experiences begin. A Significant Self-service Opportunity. This trend has caught the attention of other companies. Alexa…?

Self service 63

Self service Engineering Customer effort Technology 63

Call Experts

MAY 2, 2019

Improve digital and self-service support functions. Here are some high-level tips to consider when analyzing if contact center services are the right fit for your business: Does your contact center offer a connected technology solution? Does your contact center offer the ability to provide self-service tools to your business?

Contact Center 56

Contact Center outsourcing Call Center Answering services 56

Mindtouch

APRIL 17, 2018

This year, MindTouch is positioned in the Leader quadrant of the 2018 G2 Crowd Grid ® for Knowledge Management software. Not only does good knowledge management software help organizations identify, capture, evaluate, retrieve, and share product knowledge , it can be a key part of a better self-service support experience.

Management 48

Management Self service Customer effort Customer Support 48

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. Who wrote it: Contact Center Week / IQPC.

Contact Center 57

Contact Center Call Center Self service Surveys 57

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? No news here: customers have grown to expect support for a multitude of channels. Voice and digital, inbound and outbound, agent assisted and self-service.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

DMG Consulting

DECEMBER 11, 2017

A performance management system can collect data from all relevant systems, analyze it, and present it in a format that allows the recipient to understand how well their contact center is performing on many levels: customer effort and satisfaction, efficiency, productivity, quality, etc. Self-service displacement (automation) rate.

Contact Center 54

Contact Center Average Handle Time Management Abandon rate 54

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. Theoretically this was going to free your customer service agents to work on more complex, meaningful interactions with your customers.

Contact Center 48

Contact Center Interactive Voice Response Customer effort Wait times 48

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

TechSee

APRIL 17, 2022

“Thanks for following up, Mr. Jones; I see you submitted images of your 2018 Camry’s left bumper yesterday. Jones calls to follow up, Alice already has the account information on the screen, including policy number, claim history, and the pictures of the damage Alice uploaded via a self-service wizard on the insurer’s website.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

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.

Self service 84

Self service Chatbots Metrics Feedback 84

TechSee

DECEMBER 28, 2020

A Salesforce survey indicates that 77% of service professionals say their company views them as customer advocates, 70% of agents say they’ve received training on how to be empathetic with customers, and 77% of agents say their role is more strategic — up from 71% in 2018. Focus on reducing customer effort.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

Pointillist

MARCH 1, 2019

Discovering cross-channel journeys yields a treasure trove of valuable insights including where the call originated from, the intent of the call, and the efficacy of customer service channels. 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

Kayako

NOVEMBER 8, 2017

Just as I was settling down for bed, I got an email notification from Passion Planner, one of my favorite brands, announcing the launch of their Kickstarter campaign of a brand new planner for 2018. You’re missing out on the benefits of self-service. But, before we get into building your first FAQ template.

Self service 62

Self service Accountability Customer effort Metrics 62

Pointillist

MARCH 1, 2019

Discovering cross-channel journeys yields a treasure trove of valuable insights including where the call originated from, the intent of the call, and the efficacy of customer service channels. As contact centers make a concerted push towards self-service, discovering cross-channel journeys becomes even more important.

First call resolution 40

First call resolution Call Center Self service Analytics 40

Comm100

FEBRUARY 13, 2018

To cast your net wider and satisfy a larger number of customers, multiple contact options need to be in place. Enterprise companies need to offer service and communication via email, social media, telephone, live chat, and self-service, to provide a full suite of contact options specific to different customer demographics and circumstances.

Multichannel 41

Multichannel Benchmark Journey mapping Call Center 41

Nicereply

JUNE 20, 2019

What’s more, Harvard Business Review states that the number one factor in ensuring customer loyalty is the reduction of customer effort. Delivering a blanket approach to your customers is so old-school. Every customer wants a unique experience tailored to their specific personality. Self-Servicing.

Marketing 77

Marketing Chatbots B2C Self service 77

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40