DMG Consulting

APRIL 1, 2021

Workforce Management in 2021: Better than Ever. During the past 4 years, WFM vendors have been enhancing their self-service capabilities. But the rapid acceptance and adoption of enhanced self-service capabilities demonstrate the market’s interest in altering the traditional rules and approaches to the WFM game.

Management 67

Management At home agents Contact Center Self service 67

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

Totango

OCTOBER 20, 2021

Minimize number of new escalations by providing resources and self-service tools which address issues before they escalate. Focus on intervening with renewals of accounts which are at risk of churn. Applying Automation Tools. Totango is built to make customer journey optimization automated, easy and efficient at any scale.

Journey mapping 91

Journey mapping Benchmark Best practices Accountability 91

Nicereply

SEPTEMBER 28, 2021

Take into account that customer service software implementation depends on various factors, like your business’ workflows, integrations, related apps, required customizations, schedule, etc. Take this into account before making your choice. Let’s now take a look at the top 5 customer care tools for 2021: HubSpot Service Hub.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Totango

OCTOBER 20, 2021

Minimize number of new escalations by providing resources and self-service tools which address issues before they escalate. Focus on intervening with renewals of accounts which are at risk of churn. Applying Automation Tools. Totango is built to make customer journey optimization automated, easy and efficient at any scale.

Journey mapping 72

Journey mapping Benchmark Best practices Accountability 72

ChurnZero

JANUARY 15, 2021

But what else is in store for this trendsetting team in 2021? 2021 will be the year of the breakthrough of the one-to-many CSM. Partner success will be a growing need in 2021. Brian Hoffman , Account Executive, ChurnZero. We asked Customer Success experts to share their industry predictions for the year ahead.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

pindrop

JANUARY 8, 2021

Pindrop was named a hot cybersecurity company in 2021 by cybercrime magazine. Network Analysis, uses ANI risk, velocity, account and carrier risk, smart listing, and phone number reputation. . Protect Identifies Cross-Channel Fraud – Account Risk Identification. Behavioral Analysis. Trace, Graph Analysis.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

Totango

OCTOBER 20, 2021

Minimize number of new escalations by providing resources and self-service tools which address issues before they escalate. Focus on intervening with renewals of accounts which are at risk of churn. Applying Automation Tools. Totango is built to make customer journey optimization automated, easy and efficient at any scale.

Journey mapping 62

Journey mapping Benchmark Best practices Accountability 62

pindrop

JULY 6, 2021

There are frequent security issues possibly leading to account takeovers. Passive authentication methods also help increase self-service options in the IVR. On an inbound call, businesses can use the ANI to search their own database for a match with an existing customer account.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

Nicereply

JUNE 24, 2021

CES is a somewhat unique metric because, to get the most out of it, both the distribution of scores and the average need to take to account. If it’s heavily weighted towards a 7, it’s too easy for your customers to contact you, and you should be encouraging them to self-serve. (If And in 2021, that’s a winning strategy.

Customer effort 81

Customer effort Surveys Metrics Feedback 81

Enghouse Interactive

JUNE 9, 2021

By using tools such as chatbots, biometric authentication, self-service, and natural language processing (NLP), organizations can listen to the voice of the customer (VOC) to gather first-party data and then extract the contextual information needed to complete customer profiles which are foundational to personalization (1:1 targeting).

Contact Center 97

Contact Center Self service Chatbots CRM 97

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 281

Contact Center Self service Banking Airlines 281

3CLogic

APRIL 6, 2021

Instead, they try to understand customer sentiment by analyzing disparate data sources like their Twitter feed that only account for a sliver of their customer base. The Role of Voice Solutions in 2021 & Beyond. Visit 3CLogic to learn how you can leverage NLP and an array of voice self-service solutions.

Real estate 52

Real estate Contact Center Virtual Agent Enterprise 52

TechSee

MARCH 17, 2021

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. Visual Self-Service for Telecoms – The Next Step. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m.

Wireless 164

Wireless Self service Advertising Technology 164

Netomi

AUGUST 24, 2022

Conversational ticketing, also known as conversational support, refers to support provided in real-time to a user by support agents or self-service bots. In 2021, average Slack users invested a total of 10 hours on the platform per week! In a shift towards conversational customer service, live chat is on the rise.

Telecommunications 98

Telecommunications Self service Benchmark Metrics 98

Callminer

FEBRUARY 23, 2021

New Challenges for Call Centers in 2021. More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. Technological Trends. AI is here to stay.

Call Center 376

Call Center Technology Banking Contact Center 376

TechSee

MARCH 17, 2021

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. Visual Self-Service for Telecoms – The Next Step. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m.

Technology 109

Technology Wireless Self service Advertising 109

Fonolo

JANUARY 18, 2022

Resilience was hailed at the start of the pandemic as a new definition of success, but did that continue over 2021? That’s because a) COVID is so 2020 — customers are ready to move on, and b) businesses are now wrestling in a top-notch competitive landscape that might provide better customer service.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

Aspect

DECEMBER 10, 2020

Self-service and user-generated touchpoints skyrocketed as users and designers were forced to perform nearly every task from their PC and mobile devices. We know that call centers that were able to deliver and maintain proactive contact with customers reported major reductions in the number of accounts that become delinquent or closed.

Multichannel 147

Multichannel Call Center Self service Marketing 147

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. About the Author.

Interactive Voice Response 52

Interactive Voice Response Self service Morale Finance 52

Enghouse Interactive

MAY 27, 2021

By using tools such as chatbots, biometric authentication, self-service, and natural language processing (NLP), organizations can listen to the voice of the customer (VOC) to gather first-party data and then extract the contextual information needed to complete customer profiles which are foundational to personalization (1:1 targeting).

Contact Center 52

Contact Center Self service Chatbots CRM 52

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 Real Cost of KBAs. in 2012 to 6.1%

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

JivoChat

AUGUST 10, 2021

As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. Consider the following factors, all based on 2021 numbers from consulting firms Forrester and Bloomreach : Digital commerce is the fastest-growing sales channel. Digital Commerce.

Customer retention 52

Customer retention B2C Chatbots Self service 52

ViiBE Blog

AUGUST 25, 2021

August 25, 2021. To take into account the different dimensions of customer satisfaction, such as emotional, rational, or behavioral intentions, and to get a full picture of the experience your customers undergo, one must combine different customer satisfaction measurements from various sources. 26 August 2021. 25 August 2021.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

Uniphore

JUNE 17, 2021

Step 2: Digitize Customer Self-Service For simple tasks, like making payments or checking account balances, digital self-service offers customers a convenient and confidential alternative to speaking with an agent. How to Train and Onboard Agents in 2021.

Call Center 72

Call Center First call resolution Self service Coaching 72

Netomi

AUGUST 24, 2022

Conversational ticketing, also known as conversational support, refers to support provided in real-time to a user by support agents or self-service bots. In 2021, average Slack users invested a total of 10 hours on the platform per week! In a shift towards conversational customer service, live chat is on the rise.

Telecommunications 52

Telecommunications Self service Benchmark Metrics 52

Creative Virtual

OCTOBER 6, 2021

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. One industry that has experienced an influx in the need for self-service is Insurance.

Self service 92

Self service Contact Center Technology Personalization 92

Anexa BPO

DECEMBER 13, 2021

And while self-service has long been a handy tool for energy and communication companies, it has largely lost its appeal for consumers whose products and service expectations have been exponentially elevated over the past two years. Our customer-centric strategy is simple.

outsourcing 52

outsourcing Customer Service Customer centricity Telecommunications 52

pindrop

MARCH 10, 2021

An Excerpt from section 5 of The 2021 Voice Intelligence and Security Report. Whether the consequence of self-service is data leakage or the consequence of loan application ‘scaling’ is fraud abuse, it also can mean that heavy fraudster IVR usage allows AI to predict fraud more accurately.

Interactive Voice Response 57

Interactive Voice Response Self service Accountability 57

Inbenta

JULY 29, 2021

In 2021, tables have turned and online check-ins account for 50% of all the airline check-ins and only 27% happen at the counter. These include in many cases chatbots, but also other self-service tools like smart FAQ or help centers. Get your 14-day trial account now! Let’s see a couple of examples.

Airlines 88

Airlines Chatbots Upselling Self service 88

Enghouse Interactive

FEBRUARY 9, 2021

AI can quickly determine where the service gaps are and propose approaches that have the highest probability of resolving these issues in real-time. of successful organizations surveyed are using, or are planning to use, AI technologies as part of their 2021 CX initiatives. AI will become more prevalent in 2021. planned, 46.5%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Interactions

JUNE 24, 2021

I’m pretty sure that we would be astounded at the lack of channels, integration, and overall speed, personalization, and convenience of service that we had back then. Jumping back to 2021, we recently conducted a survey that found that only 7% of consumers rate today’s customer experience as excellent. Agent optimization.

Customer Experience 71

Customer Experience Self service Surveys Interactive Voice Response 71

TeamSupport

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. The TeamSupport software allows companies to have a macro view of their business customer accounts with micro visibility into the individual contact history. That is the case for any business.

B2B 64

B2B Self service B2C Customer Support 64

Playvox

OCTOBER 19, 2021

in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees. This solution is a stop-gap measure because you probably couldn’t borrow accounting or marketing team members for very long. unemployment rate was 5.4%

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

The Petrova Experience

OCTOBER 22, 2020

Last week we published eight Customer Experience Trends to look out for in 2021. As we enter 2021, a meaningful investment in the customer (whether that is your student, buyer, patient or traveler), will be as important for your survival as an investment in your operational efficiency. Post-COVID Customer Experience. The Student.

Customer Experience 52

Customer Experience Airlines Healthcare Chatbots 52

Inbenta

MAY 16, 2022

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. From scheduling to account checks and top-ups, chatbots provide a way for customers to carry out a variety of service operations, without the need for a live agent.

Chatbots 52

Chatbots Interactive Voice Response Telecommunications Self service 52

pindrop

OCTOBER 22, 2021

If at all necessary despite all self-service capabilities in the IVR, the experience with an agent who knows the customer’s name, knows what s/he recently purchased and offers to assist with the current task at hand is a tremendous boost to the brand’s reputation. Pindrop Observing Big Savings.

Average Handle Time 62

Average Handle Time Interactive Voice Response Call Center Banking 62