ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. All communication must, instead, take place digitally––even self-service. Actionable Steps for Reset.

B2B 376

B2B Journey mapping B2C Telecommunications 376

Babelforce

OCTOBER 2, 2020

2020 is speeding by – and it hasn’t been easy for anyone. In this post: Acquisition and loyalty Debt Recovery The Cloud Automation API Integration / Development Customer Service / CX General Call Center Statistics. Here’s what you can learn about debt collection contact centers around the world in 2020: #6. The upshot?

Contact Center 52

Contact Center APIs Call Center Wait times 52

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

Call Experts

FEBRUARY 12, 2020

Key providers are building professional services and resources to assist customers with strategic AI plans. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. Key 2020 Trends: Cloud Contact Centers. More Blogs Menu.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 78% of participants believed that improving customer service came a close second. The pandemic made these elements even more crucial in 2020 and will continue to do so into 2021. Self-Help Channels. Video Chat.

Chief Customer Officer 284

Chief Customer Officer Call Center Consulting Consulting 284

C Space

JULY 20, 2020

The Brand Move Roundup – July 20, 2020. We thought this would be a great way to help change that,” said Faye Trapani, director of self-service platform sales at Hulu. Brand Move Roundup – July 16, 2020. Brand Move Roundup – July 15, 2020. Brand Move Roundup – July 14, 2020. Read More.

Real estate 40

Real estate Advertising Transportation Education 40

Fonolo

DECEMBER 12, 2019

We’re a group hyper-aware of when customer service works in other contexts. So, I asked: “What company, either local or online, was your favourite in terms of customer service in 2019? Who will truly innovate in 2020?” Anna’s Customer Service Pick: American Express. What’s Inside: .

Customer Service 67

Customer Service Call Center Accountability Engineering 67

Creative Virtual

OCTOBER 6, 2021

At the outset of the global pandemic in 2020, there was already a great emphasis on the consumer’s desire for artificial intelligence (AI) in day-to-day life. As we find ourselves making our way, 18 months and counting, in this new normal it is a safe bet that the world of AI-powered self-service isn’t going anywhere.

Self service 92

Self service Contact Center Technology Personalization 92

CSM Magazine

OCTOBER 27, 2022

Rob Crutchington at Encoded , discusses the rise of self-service payments and why it is time to take another look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions, boost agent performance and improve the customer experience (CX). Cash is no longer King.

Interactive Voice Response 52

Interactive Voice Response Self service Morale Finance 52

Toister Performance Solutions

JANUARY 28, 2020

With the simple stuff moving to self-service, the calls are getting more complicated and taking longer to resolve. The 2020 Zendesk Customer Experience Trends Report discovered that the phone is still the highest volume channel for contact centers. 63 percent of customers almost always start with self-service.

Self service 100

Self service Contact Center Accountability Personalization 100

Solvvy

JUNE 22, 2022

Customer service and customer support specialists often have a heavy workload, whether they’re taking calls or answering emails. Conversational AI can easily manage questions about accounts, and payment history with knowledge base articles, and more, so your team can focus on more complex issues that require a personal touch.

Chatbots 119

Chatbots Banking Self service Finance 119

TechSee

OCTOBER 16, 2018

According to a recent survey by TechSee, 76% of customers prefer self-installation for home electronic devices, and visual guidance has emerged as the solution of choice for the majority of customers. Companies have taken notice of consumer preference for self-service. Traditional self service.

Self service 138

Self service Wireless Chatbots Entertainment 138

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. But it has become increasingly evident that 2020 accelerated the need and demand for industry change and evolution.

Contact Center 116

Contact Center Government Self service CRM 116

TechSee

NOVEMBER 16, 2020

This demand, along with unprecedented safety concerns borne of the 2020 pandemic, has driven companies throughout the world to adopt advanced remote support models that can enable them to meet the wide-ranging needs of customers today and survive in the new business environment. 6: Encourage self-service and automation.

Self service 109

Self service Best practices Contact Center Technical Support 109

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. “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 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

JANUARY 18, 2022

The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! While some customers may have excused poor or slow customer service as a result of the pandemic, that excuse is slowly becoming less acceptable for today’s customers.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

TeamSupport

JUNE 15, 2020

As published in MarTechSeries.com , June 15, 2020. The strategies we originally put in place for the remainder of 2020 and looking ahead to 2021 will have to be modified as the landscape changes. Not only that, but our robust self-service portal allows customers to solve many issues without having to contact an agent.

B2B 64

B2B Self service B2C Customer Support 64

TechSee

APRIL 24, 2018

DIY unboxing can reduce costly technician visits or call center inquiries, and avoid costly no-fault-found (NFF) returns, which, according to Accenture , accounts for 68% of products returned to the manufacturer. Imagine that a telecom company launches a new TV service and must handle set top box installation for one million new subscribers.

Self service 116

Self service Call Center Surveys Customer emotions 116

Inbenta

MAY 16, 2022

2020 saw spending drop to $1.3 With innovations such as Alexa, Siri, and more, AI chatbots are increasingly being used to perform many menial and tedious tasks that used to bog down the service industry. This allows the AI to access account information on interests, previous purchases, and buying behavior of customers.

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

Eptica

MAY 6, 2020

Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? Published on: May 06, 2020. In 2020, things improved slightly. In the 2019 study, three banks offered email, but none responded to emails successfully.

Banking 79

Banking Customer Service Multichannel Best practices 79

pindrop

OCTOBER 12, 2021

Imagine that you are trying to log in to your 401k account after a long time and as luck would have it you don’t remember the password. You try to reset the password online but you don’t remember the answers to the security questions you had set up while opening the account. The abandonment rate has increased from 5.4%

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Eptica

DECEMBER 11, 2019

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. Share this page on: Tweet.

Customer Service 75

Customer Service Self service Best practices Metrics 75

Enghouse Interactive

FEBRUARY 9, 2021

Examples include: Customers – benefit from quick identification and automated verification/ validation, a relevant welcome greeting, while being proactively provided with both order and account updates, as a starting point. AI-Enabled Self Service (34.8% Sentiment Analysis (38.7% planned, 36.8% planned, 38.7%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

TMP Direct

MAY 12, 2021

In 2020, an estimated $1 out of every $5 spent on retail was transacted online. Marketplaces grew by over 80% year-over-year in the fourth quarter of 2020 and expanded their seller base by an average of 46%. trillion this year, with US consumers accounting for close to one-quarter of that spending.

Brand ambassadors 52

Brand ambassadors Interactive Voice Response Chatbots Self service 52

TMP Direct

JUNE 16, 2021

As a result, banks are onboarding new technology to make services more accessible to all clients, from making transactions easier to making lending more straightforward and even automating processes such as risk management. In 2020, the amount of savings held by individuals rose. In 2020, consumer credit took a plunge.

Finance 52

Finance Banking Government Education 52

NobelBiz

SEPTEMBER 15, 2021

Email, chat, social media, self-service: everything is going up. Power looked at 124 customer service organizations spanning 13 industries in North America. The survey was conducted between May and June 2020. Data keeps beaming in in confirmation of a fact: the digital contact center is here. Interesting, isn’t it?

Call Center 52

Call Center Average Handle Time Contact Center Self service 52

Cisco - Contact Center

APRIL 27, 2020

Today customers want to be independent, they want access to self-serve solutions , they do not like to be sold things, they love to buy solutions to their problems and needs, thus a key to delivering amazing customer experience is to quickly resolve a customer’s problem – ideally on the first contact, even better if through self-services.

Contact Center 124

Contact Center contact center solutions Interactive Voice Response Call Center 124

CSM Magazine

FEBRUARY 2, 2021

BOIPA wanted to provide a more convenient and self-service process for handling payment terminal queries; payment acceptance queries; and changes to merchant bank accounts. We wanted to improve the customer experience on our website, enhance self-service, and modernise the way that we present BOIPA to customers.”

Banking 78

Banking Interactive Voice Response Chatbots Accountability 78

Creative Virtual

DECEMBER 2, 2020

Last month I attended Gartner’s IT Symposium/Xpo 2020, EMEA which was fully virtually this year. Your business plans and strategies must take into account the impacts – both good and bad – the current public health crisis has had on your employees and customers. By Mandy Reed, Global Head of Marketing.

Self service 52

Self service Accountability Marketing Technology 52

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.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Solvvy

AUGUST 21, 2020

In 2020 it’s become more important than ever to provide your customers with fast, effective, and personalized support. Even in the face of challenges like smaller budgets, reduced agent headcount, and the move to fully-remote workforce models, customers still expect a higher level of service than ever before.

Chatbots 62

Chatbots Customer Support Self service B2C 62

Hodusoft

APRIL 17, 2024

billion in 2020 to USD 6.7 As per a research by SQM Group, self-service first call resolution ( FCR ) rate is 74%, and those who opt for a self-service option prefer it to an IVR used to navigate callers to agents for issue resolution. billion in 2026, at a compound annual growth rate (CAGR) of 7.9

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Solvvy

SEPTEMBER 10, 2020

With health-related lockdowns and economic instability emerging quickly in March of 2020, fast-growing fin-tech startup Stash saw an increase in new IRA account creations of nearly 60%. The same goes for common tasks like checking account balances, processing payments, or completing transfers.

Chatbots 62

Chatbots Customer Support Education Self service 62

TeamSupport

AUGUST 17, 2020

As published in business.com , June 2, 2020. Assign the ticket to an agent who is familiar with that account and let them suggest the right course of action. Self-service. There are two types of viewpoints when it comes to B2B (business-to-business) customer support. Visual Support.

B2B 59

B2B Self service Upselling Customer Support 59

Noble Systems

JULY 15, 2019

According to Gartner, 55% of companies have started to or plan to invest in AI by 2020. Businesses gather vast amounts of data on customers including account information, preferences and activities. Proactive services mitigate abandonment and ultimately improve customer satisfaction. 24/7 Self Service.

Customer Care 70

Customer Care Abandon rate Self service Airlines 70

VocalCom

JUNE 17, 2019

They love the benefit of self-service. For example, many customers use them to make reservations, pay bills, and look up information such as bank account balances. And companies are taking note: An Oracle survey found that 80% wish to use chatbots by 2020.

Chatbots 48

Chatbots Contact center software Self service Banking 48

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. Self-service is growing. 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 where a customer needs to login.

Customer Service 41

Customer Service Self service Metrics Surveys 41