Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. For example, one fashion retailer answered a tweet in 17 minutes – yet another took 50 hours to reply to the very same question. Share this page on: Tweet.

Benchmark 76

Benchmark Government Analytics Chatbots 76

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. Customer Service will become increasingly AI-driven.

Customer Service 136

Customer Service Analytics Chatbots Self service 136

Vonage

JANUARY 30, 2019

Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. Two practical examples to focus on this year is first desktop simplification for those still to tackle this so that advisors can focus on customer experience.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

The Center for Client Retention

DECEMBER 4, 2018

Customer Experience trends are bigger and better for 2019. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals. Superfan apps will be a Customer Experience game-changer in 2019. Don’t take your eye off the ball.

Customer Experience 79

Customer Experience Real estate Advertising Airlines 79

TechSee

JANUARY 28, 2020

Black Friday is a day that retailers wait for all year, and 2019 was no different. billion across the 4,500 retail websites tracked by Adobe Analytics. Adobe noted a 43 percent uptick in this behavior, surely a great sign for retailers that had labored to improve their digital offerings and experiences ahead of the 2019 holiday rush.

Wireless 136

Wireless Self service Sales Chatbots 136

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. Share this page on: Tweet.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Etech GS

APRIL 30, 2019

Zappos is a perfect example of this. Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . Best practices for applying self-service options are –. Make self-serve effortless, comfortable and inviting. Pick and Choose Technology and Tools Wisely.

Contact Center 71

Contact Center Coaching Healthcare Feedback 71

TechSee

OCTOBER 31, 2018

Nokia launched its own machine learning-based AVA platform , a cloud-based network management solution to better manage capacity planning, and to predict service degradations on cell sites up to seven days in advance. TOBi to handle a range of customer service-type questions. Predictive maintenance.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

Balto

NOVEMBER 18, 2022

I recently authored a report for Five9 based on research done by Zogby Analytics regarding business decision maker perspectives on contact center technologies. Self-service interactions are on the rise, with 15% of business decision makers expecting 81-100% of interactions to be fully handled via self-service.

Contact Center 98

Contact Center Self service Metrics Surveys 98

Fonolo

FEBRUARY 14, 2023

FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Here are some popular examples: Chatbots automate simple customer service Chatbots use artificial intelligence to answer your customers’ questions with instant responses.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

VHT

OCTOBER 18, 2018

Casper Mattresses, for example, has developed the insomnobot-3000 which chats with people between 11 pm and 5 am to keep them company if they can’t sleep. They can also access customer history, account information and product lists to personalize service or offer upsells. The advantage of callbacks extends beyond the phone.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Hero Digital

DECEMBER 19, 2018

In a recent acquisition with Clock Four, a leader in customer experience strategy, Hero Digital will be adding another major accomplishment to their impressive growth they’ve had year over year, primarily strengthening their work in the financial services and B2B space. — Read about our CX strategy services or contact us to get started.

Personalization 40

Personalization Analytics B2B Self service 40

Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Published on: April 25, 2019. Demonstrating this growth, 2019 sees industry association the CCMA celebrate a quarter century of success , supporting the sector as it has grown dramatically.

Contact Center 75

Contact Center Self service Chatbots First call resolution 75

Callminer

DECEMBER 17, 2019

However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. Sales Pursuits.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Eptica

OCTOBER 2, 2019

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019. On average they use email for 27% of these interactions, followed by web self-service, telephone and social media (17% each), with contacts made through chat and chatbots standing at 11%.

Self service 76

Self service Best practices Analytics Surveys 76

Mindtouch

MARCH 16, 2020

Connecting with Customers from Start to Finish Learn why meeting the demands of today’s customer self-service journey requires next-generation knowledge management. During the consideration phase, for example, a prospective customer might engage with post-purchase support content to help make a purchase decision.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Eptica

JANUARY 15, 2020

For example, 87% of brands surveyed by Eptica in 2011 offered email, this had fallen to just 64% in 2019. Although there is nothing wrong with offering other options such as self-service to those that are looking to make contact, let your customers have it their way and give them the choice of email.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Lumoa

SEPTEMBER 30, 2022

According to PwC’s data, direct or digital banks now hold 20% of the market share, doubling since 2019. This is especially true if you consider the rise of non-banks, which are companies that don’t traditionally compete with financial institutions, yet have started to offer similar services. . Adapting Customer Service in Real-Time.

Banking 94

Banking Customer Experience Big data Chatbots 94

Eptica

MARCH 21, 2019

Date: Thursday, March 21, 2019 Author: Olivier Njamfa - CEO & Co-Founder How does CX impact brand trust? Published on: March 21, 2019. 9 out of 10 consumers will change supplier if they lose trust in a company – nearly half of them immediately - according to the newly published 2019 Eptica Digital Trust study.

Multichannel 80

Multichannel Banking Self service Surveys 80

TechSee

JANUARY 7, 2020

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. Customer analytics and insight tools predict customer behavior, enabling providers to strategize the best tactics to improve retention rates.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

SharpenCX

NOVEMBER 5, 2019

What kind of special analytics Jiu-jitsu do you have to do to get your data to mean something? In fact, HubSpot’s report, The State of Customer Service in 2019 , found Customer Satisfaction as the leading metric used to evaluate customer service teams. Now, on to a few examples. Where other companies stand.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

Avaya

JUNE 26, 2019

Research suggests five essential investments for navigating the contact center of the future: Effortless self-service: Gartner predicts that by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service interactions, rising from 40% in 2019.

Contact Center 63

Contact Center Self service Banking Analytics 63

CSM Magazine

DECEMBER 15, 2022

According to international outsourcers CGS, 80% of consumers feel more emotionally connected to a brand when customer service solves their problem and 30% of consumers are willing to pay more for excellent service, a 6% increase over 2019. As a result, improving service levels is the top goal for 38% of contact centres in 2022.

Coaching 52

Coaching Analytics Feedback outsourcing 52

Mindtouch

NOVEMBER 27, 2018

In a recent report , Forrester ® predicts that pragmatic, “tech-led” innovations will play a prominent role in 2019. Under these circumstances, customer self-service is suddenly far less likely. What happens when customers do try searching for self-service content but cannot find it? Blindspots.

Management 48

Management Self service Analytics Customer Support 48

Dialer 360

NOVEMBER 23, 2018

2019 is just around the corner. A customer that call the customer service department of your contact centers. Make sure your service level that remains high. Despite the hype surrounding self-service 65% of the industry believe customers. Goals for Your Contact Center – 2019 Targets.

Call Center 22

Call Center Contact Center Journey mapping Analytics 22

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

TechSee

APRIL 2, 2019

The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

TechSee

JUNE 25, 2019

For example, an AI-based algorithm may analyze the distance between the eyes, the shape of the jaw or the width of the nose, and then use the data to find a match in a database. For example, the technology can identify patterns that indicate a customer’s intent based on web activity or text and route the call or chat to the appropriate agent.

Technology 122

Technology Customer Service Gamification Contact Center 122

CSM Magazine

JUNE 12, 2020

3 For example, a critical role of the Chief Executive Officer is to manage and shape relationships to ensure that products and services remain viable. According to a recent study conducted by Gartner Research, 15 percent of all customer service interactions will be handled entirely by AI by 2020 1. Artificial Intelligence.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Upstream Works

JANUARY 22, 2019

Customer experience journey management and optimization will take precedence in 2019 as organizations continue to focus on driving greater productivity and efficiency and improved customer experience. Let’s take a look at some example integrations we can provide, and how they benefit the organizations we’re working with.

Customer Experience 94

Customer Experience Contact Center Enterprise APIs 94

Eptica

JULY 21, 2019

Date: Wednesday, July 31, 2019 Author: Pascal Gauvrit - CTO Why the future of customer service is AI and humans together. Published on: July 31, 2019. Many experts paint a picture of human customer service agents being replaced by the likes of chatbots and smart assistants. Share this page on: Tweet.

Customer Service 58

Customer Service Chatbots Best practices Analytics 58

TechSee

MARCH 7, 2019

For example, Amazon’s Alexa for Business helps employees delegate tasks, while Nokia’s MIKA helps agents find answers as they perform complicated tasks or diagnose problems. In fact, Gartner predicts that by 2021, 25% of digital workers will use a VEA on a daily basis, up from less than 2% in 2019. Building a better VEA.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Eptica

OCTOBER 31, 2018

For example, half of UK citizens see digital services as ‘very important’ to their daily lives , while a quarter use them wherever possible. 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

CSM Magazine

AUGUST 5, 2020

At a time when local government organisations face even greater pressure to deliver fast, efficient services within limited budgets, it is revealing to learn just how much it costs to handle these enquiries. and amazingly, it costs only 15p for web self-service. In 2019, the team at EBI.AI AI to the rescue in 7 ways.

Government 52

Government Automotive Chatbots Self service 52

Eptica

DECEMBER 4, 2019

Date: Wednesday, December 4, 2019 Author: Steve Nattress Why brand reputation starts with effective listening. Published on: December 04, 2019. For example, take a mobile phone operator with a poor reputation for managing customer relationships. Poor reputation impacts trust, which in turn damages credibility and reputation.

Surveys 65

Surveys Best practices Self service Feedback 65

Creative Virtual

JULY 10, 2019

Advancements in artificial intelligence (AI), machine learning and analytics can help financial brands keep pace with customer expectations, but these types of digital transformation projects aren’t always easy to get off the ground. Our thanks to the Informed.AI

Virtual Agent 40

Virtual Agent Banking Chatbots Self service 40

Enghouse Interactive

OCTOBER 2, 2020

Just over half (52%) focused their CX improvements on reducing cost while keeping quality high, such as by introducing self-service. For example, while the proportion of inbound interactions via telephone increased slightly from 67% in 2018 to 67.2% in 2019, 62% of respondents expected volumes to drop over the next 12 months.

Customer Experience 45

Customer Experience B2C Self service Customer retention 45