Quadient

JULY 26, 2022

Choosing your Customer Communication Channels in 2022. Tue, 07/26/2022 - 16:40. To learn more about managing the communication demands of different generations download a copy of our complimentary eBook: Managing the CX Demands of 5 Generations. ?. . j.shah-thiel. Introduction. Digital Channels.

Chatbots 52

Chatbots Customer advocacy Technology Personalization 52

JustCall

NOVEMBER 25, 2022

11 Best Transcription App of 2022. You may convert any audio into text and share it in various formats, including eBooks, emails, online articles, manuals, white papers, etc., The post 11 Best Audio Transcription Software (2022) appeared first on. How can a video transcription app help you reach a wider audience?

Sales 52

Sales Engineering CRM Technology 52

Nicereply

SEPTEMBER 22, 2022

A new episode is out and as usual, you’ll find here recommended articles and ebook tips that lead to achieving long-term customer satisfaction. The Complete Guide to Customer Experience Management in 2022. We will look at the key factors that will help you to achieve an excellent customer experience.

Customer Experience 72

Customer Experience Multi-channel support Customer effort Customer Support 72

Revation Systems

AUGUST 16, 2022

August 16, 2022 09:00 AM Eastern Daylight Time. Additional Reading: Digital Customer Service: Best Practices for Financial Institutions eBook. LinkLive will be on display at Jack Henry Connect at the San Diego Convention Center, August 29 – September 1, 2022. LinkLive Overview.

Banking 62

Banking Contact Center Best practices Technology 62

Playvox

FEBRUARY 13, 2024

A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. Your goals should guide your KPIs.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Playvox

NOVEMBER 1, 2022

In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Why bring agents back when even managers are satisfied with it?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

ClientSuccess

AUGUST 31, 2022

Whether your CSM team will be delivering your first Customer Business Reviews in 2022 or if you’re looking for new ways to nail your current Business Review process, here are some tips and tricks to put into action this year: Have the right people in the room. . eBook : 5 Ways To Surprise & Delight Your Customers.

Benchmark 77

Benchmark SaaS Accountability Analytics 77

Interactions

AUGUST 29, 2022

We took a look at Opus Research’s 2022 survey results to see what the future holds for virtual agents according to firms that offer customers access to customer care and other services through bots. To see more about what makes a successful virtual assistant according to Opus Research, as well as their report on our IVA , check out our eBook.

Virtual Agent 62

Virtual Agent Enterprise Self service Customer Care 62

Creative Virtual

JANUARY 4, 2022

However, if you’re concerned that your current conversational AI tool isn’t up to the task of improving your digital support experience in 2022, then it’s time to make a resolution for change. Make 2022 the year your customers, employees, and company experience the full benefits of a successful chatbot or virtual agent. You get it.

Virtual Agent 52

Virtual Agent Chatbots Coaching Consulting 52

Playvox

AUGUST 30, 2022

Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to bring employees back to the office this year. Related eBook: 21 Interview Questions to Help You Hire the Perfect CX Candidate.

Contact Center 84

Contact Center Transportation Management Feedback 84

Playvox

DECEMBER 21, 2022

Those concerns might be why almost half of the contact center leaders in our 2022 remote work research study told us that they’re bringing agents back to the office this year. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022. Performance And Quality Management.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

TechSee

MARCH 7, 2022

Download our eBook: What Self Service Will Look Like in 2025 . A Gartner survey of service leaders found that investing in new and existing customer-facing channels and leveraging AI to enhance customer experience and operational excellence are top priorities for 2022. What is Customer Self Service? Customer Self Service Examples.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

Infinity

NOVEMBER 14, 2021

In our latest travel eBook , industry journalist, Laura Gelder, shares some great tips that will help travel brands see a good end to 2021 - and an even better 2022. Our latest automotive eBook explains more; download it here. Call volumes have really revved up in the automotive industry this year.

Automotive 52

Automotive Transportation 52

Quadient

FEBRUARY 15, 2022

Tue, 02/15/2022 - 14:17. Our new ebook, The essential checklist for Customer Journey Mapping , was co-written with the author of How Hard Is It to Be Your Customer? Living journey maps bring your customers' happiness to life. Andrea Haughton. A properly executed living customer journey map is a valuable and versatile tool.

Journey mapping 59

Journey mapping Consulting Consulting Surveys 59

Playvox

JANUARY 12, 2023

In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. According to a 2022 ICMI report , most contact centers set individual performance goals (57%) and focused less on group goals (29%) or company-wide goals (14%).

Quality management 69

Quality management Coaching Contact Center Metrics 69

Creative Virtual

JUNE 30, 2022

In their 2022 CIO survey, Gartner found that there is a broad demand for digital transformation across industries as well. If you already have a conversational AI project but are finding that it’s not delivering the results you need within your overall digital strategy, check out the Conversational AI Issues & Solutions eBook.

Virtual Agent 52

Virtual Agent Chatbots Technology Surveys 52

Playvox

OCTOBER 18, 2022

In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. In the end, bringing employees back is a risky move. How to Make Remote Work a Win-Win Situation.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Playvox

SEPTEMBER 2, 2022

Our 2022 research shows that 70% of agents say that working remotely has improved their job satisfaction, and 56% of respondents say they’d consider leaving their jobs if they couldn’t work remotely. While these might be rhetorical questions, our customers tell us again and again that agent retention has never been more important.

Contact Center 70

Contact Center Management Gamification Surveys 70

Interactions

JANUARY 13, 2022

2022 is a digital first world. To learn more about the importance of customer loyalty and steps you can take to increase it, make sure to read our Customer Loyalty Toolkit eBook. Read on to learn more. Empower customers to self serve digitally. All of this starts with utilizing the personal data you already have.

Banking 62

Banking Accountability Surveys Self service 62

Interactions

JANUARY 13, 2022

2022 is a digital first world. To learn more about the importance of customer loyalty and steps you can take to increase it, make sure to read our Customer Loyalty Toolkit eBook. Read on to learn more. Empower customers to self serve digitally. All of this starts with utilizing the personal data you already have.

Banking 62

Banking Accountability Surveys Self service 62

TeamSupport

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) If you want to see the full picture of what’s possible with a Customer Pipeline and how you can get your business to reap the rewards of a customer-first strategy, be sure to check out this in-depth eBook on everything you need to know.

B2B 105

B2B Upselling Customer Support Sales 105

Creative Virtual

MARCH 2, 2022

Fast forward to 2022, and much has changed in the world of conversational AI. If you’re interested in learning more, Creative Virtual has put together an eBook – Conversational AI Issues & Solutions – that talks about each of the common issues I listed above in more detail.

Chatbots 52

Chatbots Virtual Agent Technology Customer Service 52

TeamSupport

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) If you want to see the full picture of what’s possible with a Customer Pipeline and how you can get your business to reap the rewards of a customer-first strategy, be sure to check out this in-depth eBook on everything you need to know.

B2B 98

B2B Upselling Customer Support Sales 98

Inbenta

SEPTEMBER 12, 2022

Download our Ebook for free! Zendesk CX trends 2022 mentioned that customers believe artificial intelligence should make their life easier and that it should improve customer service quality”. NLP and Neuro-Symbolic AI combined can power human-like automated interactions with your customers.

Chatbots 52

Chatbots Self service Engineering Customer Care 52

Playvox

APRIL 21, 2023

For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. Learn more about how digital channels are changing how contact centers operate in our new ebook, Is A Digital Contact Center The New Normal?

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Creative Virtual

DECEMBER 7, 2021

Conversational AI Issues & Solutions: Transforming Ineffective Chatbot & Virtual Agent Projects – This ebook explores six common reasons organizations are unhappy with their current conversational AI project, explaining how each negatively impacts you and how each can be solved to create reliable, successful solutions.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

SmartKarrot

FEBRUARY 16, 2022

This is why we have created and curated a list of 30 top SaaS influencers you must follow in 2022 to receive excellent SaaS advice. Top 30 SaaS Influencers You Need to Follow in 2022. His ebook on customer success has won accolades, and he is easily the best customer success influencer out there. Aaron Levie. Liz Herbert.

SaaS 10

SaaS Finance B2B Marketing 10

SharpenCX

AUGUST 4, 2021

The Future of Jobs Report out of the World Economic Forum predicts that no less than 54% of all employees will need re-skilling or upskilling by the end of 2022. Project #1: Consistently Coach and Train your Agents. As technology changes and remote work grows increasingly popular, customer expectations shift.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

CSM Magazine

OCTOBER 25, 2022

Some of the world’s leading businesses, including JP Morgan Chase, Starbucks and Nike, are focusing on personalised CX as a strategic priority for 2022 and are using artificial intelligence (AI) to deepen engagement and enhance customer offerings. Richard Farrell, CIO at Netcall explains. About the Author.

Customer retention 52

Customer retention Government Consulting Consulting 52

Infinity

FEBRUARY 23, 2022

Our eBook explains how retailers can tap into ta wealth of insights to elevate the customer experience. Unlocking more profit with conversations. You can download a copy here. Key takeaways.

Analytics 52

Analytics Upselling Sales Marketing 52

SharpenCX

OCTOBER 1, 2023

For example, according to Salesforce’s 2022 State of Service Report, 73% of customers expect companies to understand their individual expectations and needs. For more tips on improving your personalization to overcome contact center challenges, check out our ebook “ Embracing the Power of Personalization.”

Personalization 67

Personalization Customer Experience Interactive Voice Response Contact Center 67

BlueOcean

MAY 13, 2021

What worked in 2019 may not work in 2021 or 2022. For more insights, grab a copy of our latest eBook: Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource. The post The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World appeared first on Blue Ocean.

Average Handle Time 62

Average Handle Time outsourcing Customer Care Sales 62

Netomi

SEPTEMBER 10, 2022

To review some of our own research on this topic, please check out any of our four eBooks on the topic of customer service: The State of Customer Service in 2022 Addressing The Top Customer Service Challenges in Retail with AI Righting the Ship Transforming Customer Service with AI. Customer Service Stats On Consumer Expectations.

Customer Service 52

Customer Service Chatbots Customer Support Enterprise 52

Playvox

AUGUST 11, 2022

Related eBook: The 2022 QM Success Blueprint: Improve & Monitor Your Contact Center Agents. When you take that opportunity cost into account, the amount of money saved – and the amount of extra revenue your business could earn – through a more efficient chat conversation tagging process is something to think about.

Analytics 83

Analytics Customer Support Benchmark Accountability 83