ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

The Center for Client Retention

NOVEMBER 14, 2018

As my 2019 trends that follow demonstrate, the technology gold rush will go unabated but savvy retailers will never lose focus on people. If it flies, and it should, we’ll be hearing a lot more about this and other hyper-personalized services to follow. Retail Metrics Shift from Store Sales to Various Touch Points.

Self service 48

Self service Sales Metrics Technology 48

Balto

NOVEMBER 18, 2022

Case in point: investment, and conversely cost-cutting, has a direct impact on metrics like NPS and CSAT — key predictors of customer loyalty, and ultimately company revenue. Let’s take a look at how executive viewpoints and perceptions affect these KPIs and how executives are looking to AI technologies to enhance their CX metrics.

Contact Center 98

Contact Center Self service Metrics Surveys 98

Comm100

MAY 21, 2019

ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. Expo 2019’s theme was “Navigate the tides of transformation” and as well as covering a lot of the type of best practices CX pros are familiar with, the Expo contained a lot of fresh topics and technologies too.

Contact Center 55

Contact Center Surveys Best practices Metrics 55

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

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. ” – 88 Call Center Statistics You Must Read: 2019 Data Analysis & Market Share , Finances Online; Twitter: @Financesonline. Better Agent Performance.

Call Center 207

Call Center outsourcing Contact Center Finance 207

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019. In 2019, not only will this trend increase, it will become much more mindful.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

CSM Magazine

FEBRUARY 6, 2019

As Dino Forte, CEO, Ventrica , insists, if companies truly want to release the strategic CX objective, it is time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance. But that model has little place in the customer centric market of 2019.

Metrics 55

Metrics Customer Service Management Contact Center 55

bold360 Blog

FEBRUARY 27, 2019

Everywhere, agents are working frantically to hit target metrics for response and resolution time, fielding one call after another as fast as possible. It’s much more rewarding work for agents, with the potential to transform customer service from a job into a career. The post Will 2019 be the Year of the Human?

Chatbots 40

Chatbots Metrics Self service Accountability 40

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

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 2019. Saving the day’ for contact center agents will be a predominant quest in 2019.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SharpenCX

MARCH 24, 2020

But, we can’t know how we compare without some kind of standard — a grade scale, a rubric, a metric. Metrics in the workplace are incredibly helpful. Metrics motivate, create feedback channels, and provide employees with clarity in their work. on the American Customer Satisfaction Index at the end of 2019. Overall U.S.

industry standards 52

industry standards Metrics Call Center Wait times 52

Fonolo

FEBRUARY 14, 2023

FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout. Automated reporting and analytics systems provide real-time insights into key metrics, ensuring agents spend their time well and signaling areas where more support or training may be needed.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

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

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. Focusing on one metric would often harm others. It enhances all customer service KPIs, including those measuring contact center productivity and CX quality. KPI #5: Product Returns / Hardware Replacements / Pickups.

Technology 117

Technology Customer Service Self service Contact Center 117

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. According to research from Gartner , CES is “25% more predictive of customer loyalty than the next best metric.” Download the free ebook. Case (or “ticket”) volume.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Mindtouch

MAY 24, 2019

This post is based on my presentation at STC Summit 2019 , the annual conference of the Society for Technical Communication (STC), and incorporates takeaways from Alan Porter and John Bowie. 85% support interactions will start with self-service by 2022 – up from 48% in 2018. Connect to your customers with knowledge.

Self service 84

Self service Chatbots Metrics Feedback 84

SharpenCX

NOVEMBER 5, 2019

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. Some 74% of customer service teams are measured by CSAT, no matter the size of the company. Instead, most companies look at metrics as an end result.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

Enghouse Interactive

JANUARY 6, 2020

As we head into 2020, now is the perfect time to evaluate how the customer service sector has performed in 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide, sponsored by Enghouse Interactive. in 2019 and social media up from £3.07 per contact to £3.18

Customer Service 41

Customer Service Self service Metrics Surveys 41

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 76

Self service Contact Center Benchmark Chatbots 76

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

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

Serenova

DECEMBER 4, 2019

The performance analytics can deliver advice to analysts in a self-service manner, with critique of their verbal queues, tone of voice, speed of talking, etc. are planning to add one by the end of 2020, according to Nemertes’ 2019-20 Intelligent Customer Engagement research study of 518 global organizations. Today, 37.2%

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

PeopleMetrics

JUNE 26, 2019

This past month I attended Forrester’s CXNYC 2019 conference to experience firsthand the advancements being made in the CX market (as well as to showcase our own advancements at PeopleMetrics ). Stop: forcing customers into digital self-service (chat bots, kiosks, etc.) Do it for me – This is no longer the age of self service.

Self service 115

Self service Feedback Technology Customer Experience 115

Eptica

DECEMBER 18, 2019

Date: Wednesday, December 18, 2019 Author: Pauline Ashenden - Marketing Manager 4 Christmas customer service lessons from Santa. Published on: December 18, 2019. You might also be interested in these posts: Taking stock of customer service in 2019. Share this page on: Tweet.

Customer Service 63

Customer Service Multichannel Best practices Self service 63

SharpenCX

JANUARY 7, 2020

Now that we’re back to work after the holidays, it’s time to kick things into high gear and reflect on where your call center performance could have been a bit better in 2019. This seemed to be an all too familiar word in 2019. Customize them to track the metrics you care about most. Set up self-service tools .

Call Center 52

Call Center Customer Experience Self service Contact Center 52

Eptica

OCTOBER 24, 2018

Author: Anne-Claire Bellec - Marketing Director Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self-service. The importance of trust to customer experience in 2019.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Fonolo

SEPTEMBER 4, 2019

When it comes to metrics for tracking call center performance, service level is the undeniable king of the hill. The Case against Service Level as “North Star”. Is it wise to put so much weight on service level? So that’s a broad strategic reason to de-emphasize service level. Optimize Your Self-Service Channels.

Service level 57

Service level Surveys Abandon rate Call Center 57

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. New metrics are also needed. Shoddy self-service. Enhancing customer retention in the telecom industry.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

OCTOBER 16, 2018

Measuring productivity Through Eptica you can see exactly what is happening in real-time within your contact center, enabling you to track baseline metrics such as the number of messages responded to by agents and average handling time (AHT) at an overall, channel, team and individual level. How CX is central to Digital Transformation.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Taylor Reach Group

JUNE 11, 2018

Phone is the customer service channel used most in the US, more often than email, in-person, live chat, mobile app, self-service, search engine, social media, online community, text message, or Chatbot. Phone is expected to account for 47% of contacts in 2019 compared to 64% in 2017 (Deloitte). Call Centre Helper).

Contact Center 50

Contact Center Self service Scripts Call Center 50

Fonolo

DECEMBER 17, 2019

2019 saw a resurgence in the use of SMS messaging by brands, along with massive growth in other messaging platforms like WhatsApp and Facebook’s Messenger. With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the contact center in 2020.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

Fonolo

FEBRUARY 6, 2019

Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. I would say it’s on the “wonkish” side as far as metrics go. In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent.

Virtual Agent 62

Virtual Agent Chatbots Gamification Contact Center 62

JivoChat

APRIL 5, 2021

Your customer service team can’t be everywhere at once, and they can’t be available 24/7. Automating customer service means you are available to your customers every minute of the day. 25% of all customer interactions were automated in 2019, and this is expected to grow to 40% by 2023. Offer self-service.

Customer Service 52

Customer Service Self service CRM Metrics 52