Nicereply

FEBRUARY 25, 2020

When it comes to knowing what customers really want, data can be illuminating. Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

Talkdesk

FEBRUARY 5, 2021

One continuous theme at NRF 2021: Retail’s Big Show—Chapter 1 is “ The Great Compression,” symbolizing the forced digital transformation companies had to endure in 2020. There was not a single session we attended at NRF 2021 that did not stress the years of digitization that were packed into a few days, weeks and months in 2020.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

Comm100

FEBRUARY 20, 2018

Chatbots are like evolved self-service portals or advanced knowledge bases. They help customers quickly and easily find the answers to simple queries. Businesses who reduce their agent count to save money often find the number of calls and chats in their queue skyrocketing – and customer satisfaction levels taking a hit.

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53