Analytics Feedback Self service White Paper 
Kayako
MAY 13, 2022
In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks.
Callminer
APRIL 20, 2018
As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots.
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Uniphore
JANUARY 21, 2022
On the CX side, the technology has reached a level of maturity that allows for real-time interaction with actionable feedback based on patient and member emotion, sentiment and intent. AI-powered analytics optimize patient and member services. Consumer expectations today are higher than ever. Download the Whitepaper.
Natalie Petouhof
AUGUST 15, 2022
Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. It’s the first step to integrating feedback and insight into customer and employee experiences. Similarly, employee surveys can gather some actionable feedback. But there’s still work to be done.
Cisco - Contact Center
DECEMBER 17, 2020
In today’s world where customer experience can make or break a brand, capturing customer feedback while it is top of mind is essential. For example, customer experience journey context displayed on the agent desktop and customer experience analytics reports that capture customer feedback trends and allow for proactive, closed-loop response.
Fonolo
APRIL 24, 2018
Our favorite chart: Customer Service Index Report. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm.
Fonolo
APRIL 24, 2018
Our favorite chart: Customer Service Index Report. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm.
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