ShepHyken

JULY 5, 2019

Additionally, you can use third-party tools such as Google Analytics and group customers based on demographics and other relevant factors. Offer a self-service solution. Alexandra Mederrick is a blog writer for Wix Answers , the help desk platform that gives you all the tools you need to deliver smooth customer support.

Feedback 305

Feedback Self service Best practices Scripts 305

Mindtouch

SEPTEMBER 4, 2020

When customers engage with your company’s product documentation and self-service support knowledge, they’re doing so much more than viewing a single piece of content. What is MindTouch Customer Experience Analytics? They create lots of useful data that helps connect self-service and support content with broader CX indicators.

Analytics 101

Analytics Customer Experience Self service Metrics 101

Fonolo

OCTOBER 23, 2018

Even so, gone are the days when talking to ‘a real person’ is the customer’s preference: Today, 70% of customers expect self-service options and most brands are taking note. Despite the clear demand for these services, 55% of consumers find self-service portals difficult to use. Dive Into Your Analytics.

Self service 85

Self service Interactive Voice Response Call Center industry standards 85

Calabrio

NOVEMBER 25, 2020

Self-service technology in particular is driving change, giving consumers even more control of their experience. Once seen as a last-resort option, self-service has become popular and even preferred by many in the digital age where we have near-endless amounts of information at our fingertips.

Contact Center 122

Contact Center Self service Analytics Banking 122

ShepHyken

NOVEMBER 29, 2019

The mobile app experience seamlessly integrates with pioneering technologies like artificial intelligence, augmented and virtual reality and big data analytics to offer engaging experiences. Bots are probably the most versatile technology being used in modern customer service teams. Read Shep’s latest Forbes article: .

Technology 332

Technology Customer Experience Complaint resolution Gamification 332

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Agent Analytics (28.4% AI-Enabled Self Service (34.8% Back office support.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

TechSee

JUNE 10, 2021

But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations. This blog challenges that status quo. Deal with Data Analytics. Succeed with Self-service. billion devices.

Self service 207

Self service Analytics Transportation Healthcare 207

ShepHyken

NOVEMBER 30, 2018

As an example, evaluate abandonment within your web self-service channels. Using the journey map, analytics and voice of the customer data, identify the specific factors that drive satisfaction within each channel. The post Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals appeared first on Shep Hyken.

Abandon rate 241

Abandon rate Journey mapping Average Handle Time Customer centricity 241

Aspect

JULY 25, 2017

Data only benefits companies if it provides insights that they can grow and learn from, and that is exactly what the reporting and analytics feature of Aspect Via was created to do. Aspect Via is built to sift through the aggregated data and turn it into valuable information companies can use to drive efficiency and service improvement.

Analytics 121

Analytics Self service Contact Center Personalization 121

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. 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. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. . Act on the results.

Self service 76

Self service Contact Center Benchmark Chatbots 76

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

Cloud contact 67

Cloud contact Self service Contact Center Virtual Agent 67

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. We discuss two such use cases in this section. It’s straightforward to set up and try—give it a go!

Self service 101

Self service APIs Transportation Contact Center 101

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

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. But to achieve that objective and be transformative in their effectiveness, AI-platforms must broaden the range of information they gather while enhancing their analytical focus. It’s doable.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

ShepHyken

JUNE 2, 2017

To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Service leaders have been forced to provide self-service channels, mitigate risk with pro-active initiatives, and consistently channel customers into more cost-effective mediums.

Wireless 189

Wireless Banking Analytics Call Center 189

SmartKarrot

APRIL 21, 2023

As businesses strive to make data-driven decisions, self-service business intelligence (BI) reporting and analytics are becoming increasingly popular. By providing easy-to-use tools for data visualization, exploration, and reporting, self-service BI can save time and improve decision-making.

Self service 16

Self service Analytics B2B Accountability 16

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . Here’s how to do the right thing, right now.

Contact Center 56

Contact Center Analytics Self service Finance 56

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Mindtouch

OCTOBER 23, 2017

As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. The most striking evidence of the self-service trend is consumer preferences. Human Preference.

Self service 65

Self service Upselling SaaS Customer Support 65

CSM Magazine

MARCH 16, 2023

You may be asking what Pi has to do with customer data analytics in contact centres? However, in my mind speech analytics engines are accurate enough to give confidence in the results. Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.

Analytics 52

Analytics Coaching Finance Upselling 52

aircall

JULY 7, 2021

You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. . When you use analytics to provide a memorable, positive customer experience, you’ll not only see a spike in customer satisfaction rates.

Call Center 62

Call Center Analytics Self service Sales 62

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Customer Perception = Their Reality. What is it?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Mindtouch

FEBRUARY 27, 2018

The answers you’re looking for, though, could be hiding in a place you haven’t thought to look: your self-service strategy. Listening to our customers’ stories , we hear time and time again that good self-service strategy is central to lowering customer effort. Tips for Improving CES Through Self-service.

Self service 48

Self service Customer effort Analytics Metrics 48

Mindtouch

OCTOBER 12, 2017

She understood that quickly onboarding new clients with a self-service experience increases renewals and decreases support costs. I was showing her how her team could quickly implement a self-service customer onboarding experience that would measurably improve revenue. CAKE University Training Program.

Self service 48

Self service SaaS Analytics Sales 48

Mindtouch

MARCH 12, 2018

As you already know, your customers now prefer web self-service to any other channel of support. Odds are that your company has, or plans to have, some form of self-service support in place. We Prefer Self-Service Information for the Same Reason We Prefer Soft-Serve Ice Cream. Control: Omni-Me.

Self service 59

Self service Entertainment Analytics Call Center 59

SmartAction

NOVEMBER 14, 2019

Purchasing Power ® , a large eCommerce company that enables employers to offer employee purchase programs, recently won the “Excellence in Self-service” award from Frost & Sullivan. Can you share your origin story as to what put you on the path to consider conversational AI self-service?

Self service 54

Self service Virtual Agent Analytics Accountability 54

Calabrio

NOVEMBER 25, 2020

Self-service technology in particular is driving change, giving consumers even more control of their experience. Once seen as a last-resort option, self-service has become popular and even preferred by many in the digital age where we have near-endless amounts of information at our fingertips.

Contact Center 52

Contact Center Self service Analytics Banking 52

Mindtouch

MARCH 26, 2018

Let’s apply this concept to self-service support. For example, we might know who is coming to us for self-service support, but do we really know why ? Here are three psychographic marketing strategies that translate particularly well into an overarching self-service strategy. Measure Sentiment.

Self service 48

Self service Marketing Customer effort Surveys 48

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Aspect

NOVEMBER 13, 2017

Expensive, unwieldy, on-premises call recording and speech analytics software has in the past offered some solutions for specific needs which still benefit organisations today, such as word spotting, evaluation of customer sentiment and compliance. Visit our Engagement Analytics options here. .

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. This blog will focus on how it helps enhance agent productivity.

Self service 52

Self service Contact Center CRM Quality management 52

Natalie Petouhof

FEBRUARY 1, 2016

the collaborative data company, to deliver a collaborative data catalog that brings trust in data to self-service analytics. . For example, eBay was recently honored at Teradata PARTNERS Conference and Expo with a Teradata EPIC Award for its self-service analytics with Alation. What Does This Mean To You?

Self service 40

Self service Analytics Big data Engineering 40

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. So, how are leading enterprises using customer journey analytics in the real world? So, how are leading enterprises using customer journey analytics in the real world?

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Mindtouch

OCTOBER 6, 2017

Unifying and blending these various content types for effective self-service creates a measurable business transformation in terms of renewals, upsells, Net Promoter Score, late-stage sales conversions (technical close), and customer analytics. Content alignment. KCS Principles Can Fix Content Management.

Self service 48

Self service Upselling Analytics Sales 48

TeamSupport

JUNE 20, 2023

In this blog, we will explore the five best practices that customer support teams should implement to provide great customer experiences even in challenging times. Offer Self-Service Options Customers increasingly prefer self-service options that allow them to find answers to their queries independently.

Best practices 97

Best practices Self service Chatbots Analytics 97

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Watch for our next blog in this series, coming January 26th. They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60