NICE inContact

DECEMBER 3, 2018

The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

CCNG

NOVEMBER 29, 2023

Whether the interaction in question is a phone or chat conversation with an agent, accessing self-service content or using an automated channel such as a chatbot, a CSAT survey asks customers to rate the experience in question on a three-point, five-point, seven-point or ten-point scale. However, NPS also has limitations.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

Eptica

OCTOBER 22, 2021

Author: Pauline Ashenden - Demand Generation Manager Over the last 25 years Amazon has become the go-to benchmark for building a successful business. So, in our latest blog we explore five important customer service learnings that brands can apply to their own business, regardless of what industry they’re in.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Qualtrics and Medallia’s service model leans toward managed services rather than self-service. Both solutions offer consulting services if you struggle with how to set up a survey or want additional strategic tips.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

MARCH 21, 2023

Finally, delivery happens via varied communication mechanisms such as self-service documentation portals, newsletters, and reviews that come together to make a meaningful impact on both sides of the equation. Don’t forget to make your feedback scalable. Curious about where we’re going next?

Journey mapping 81

Journey mapping Benchmark Metrics Surveys 81

NICE inContact

JANUARY 16, 2018

While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. Even with growth in self-service channels, agent-assisted interactions remain the most important driver of customer experience.

Customer Experience 96

Customer Experience Benchmark Self service Contact Center 96

aircall

AUGUST 14, 2022

This means that however much your customer base expands or your business offering diversifies, you’re still providing what lies at the heart of a successful business: excellent customer service. . When deciding on how to scale customer support , you must define your own benchmarks to hit. Invest in self-service options.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

Fonolo

OCTOBER 18, 2017

A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Understanding Industry Benchmarks.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., According to the 2019 Global Customer Experience, Benchmarking Report from NTT Ltd., Utilize Self-Service Options. Lessen this strain by making use of self-service options.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

NICE inContact

OCTOBER 17, 2019

Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia.

Benchmark 48

Benchmark Self service Chatbots Contact Center 48

Beyond Philosophy

NOVEMBER 1, 2019

The airlines were smart about interrupting automatic and repetitive behavior when they installed self-check-in kiosks. One day after I queued up, I noticed these self-service queues for check-in just to the right-hand side of my regular line. Back in the day, I used to turn up at the airport and get in the line to check in.

Airlines 350

Airlines Education Self service Consulting 350

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Journey mapping 92

Journey mapping Benchmark Best practices Accountability 92

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. However, businesses rated their self-service channels as less effective than agent-assisted channels in these areas.

Benchmark 55

Benchmark Self service Contact Center Customer centricity 55

aircall

MARCH 3, 2021

We’ll also discuss how to benchmark call center software and use it to improve call center performances across various industries. Benchmarking Against Call Center Metrics Industry Standards. In this section, we look at call center benchmarks in general and in the e-commerce industry. Call Center Benchmarks Across Industries.

Metrics 71

Metrics Benchmark Healthcare Call Center 71

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

NICE inContact

MAY 23, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Journey mapping 73

Journey mapping Benchmark Best practices Accountability 73

NICE inContact

MARCH 27, 2018

As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Over two-thirds of customers prefer agent assistance over self-service. Today, AI in the self-service space (e.g., voice or chat).

Contact Center 54

Contact Center Benchmark Self service APIs 54

NICE inContact

OCTOBER 2, 2019

The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. Interested in learning more? Download your free copy today.

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

Interactions

MAY 20, 2022

Utilities, are more benchmarking their CX performance against other industries to meet customer demand. This blog will look at three methods of how to do this, namely price, sustainability, and good customer experience. The current economic crisis has brought this into an even sharper focus.

Benchmark 62

Benchmark Self service Customer retention Technology 62

NICE inContact

MARCH 28, 2019

In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. appeared first on NICE inContact Blog. The post Most AI Chatbots will Fail, and That’s Okay!

Chatbots 59

Chatbots Virtual Agent Self service Benchmark 59

Totango

OCTOBER 20, 2021

This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Journey mapping 62

Journey mapping Benchmark Best practices Accountability 62

NICE inContact

MARCH 5, 2019

Self-service and mobile app use are both rapidly on the rise? Three out of four customers will leave over bad service? 89% of customer are willing to buy more from a company delivering exceptional service? appeared first on NICE inContact Blog. And their opinions and channel preferences are constantly evolving.

Chatbots 67

Chatbots Benchmark Self service Customer Experience 67

Upstream Works

JULY 16, 2021

In fact, the Canam Call Center AI Benchmark Trend Report cites that 78% of contact centers in the U.S. Not only can conversational AI help automate self-service, but it can also deliver a more personalized CX. are planning to utilize AI technology in the next three years.

contact center solutions 78

contact center solutions Cloud contact Contact Center Journey mapping 78

NICE inContact

OCTOBER 11, 2019

The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. True omnichannel experience allows customers to move seamlessly across an organization’s service channels. appeared first on NICE inContact Blog.

Benchmark 48

Benchmark Self service Surveys Contact Center 48

NICE inContact

MAY 8, 2019

The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. Get your copy of the business wave of the 2019 NICE inContact Customer Experience Transformation Benchmark now, and start thinking about how the findings might apply to you and your customers.

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

NICE inContact

OCTOBER 15, 2018

With fierce competition and dozens of service channels available, customer service leaders have to continuously monitor and improve customer experience while also expanding their service channels and fine-tuning their contact center operations to meet consumer demand for speed, convenience and personalization.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

Hodusoft

AUGUST 2, 2023

This blog post discusses cost per call in detail as well as the importance of cost per call and the ways to reduce cost per call. By comparing the cost per call against industry benchmarks, you can measure your performance and identify areas for improvement. Cost per call is one of the most important metrics for contact centers.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

Aspect

JULY 11, 2018

For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. Self-service is not just for customers. Want to make your customers happy? Start with your agents.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

Solvvy

MARCH 22, 2022

A: The process can start with just one employee advocating for a better customer and agent experience by offering self-service at their company. We advise businesses to set up 30-, 60- and 90-day benchmarks upon implementation. Q: First things first: Who within a company should be involved in chatbot implementation?

Chatbots 62

Chatbots Morale Benchmark Upselling 62

NICE inContact

SEPTEMBER 26, 2019

Our latest CX global benchmark study showed a 63% increase in the number of customers interacting with companies through voice and digital channels, like chat and social media, which is driving up the volume of interactions. The post Seamless CX Meets Strategic AI appeared first on NICE inContact Blog.

Interactive Voice Response 54

Interactive Voice Response Best practices Contact Center Contact center software 54

NICE inContact

SEPTEMBER 5, 2019

Advances in Artificial Intelligence (AI), conversational chatbots , self-service and digital channels all contribute to an improved customer experience – but what kind of risks come with adopting AI? But first, be sure to review our latest 2019 NICE inContact CX Transformation Benchmark.

Customer Care 55

Customer Care Contact center software call center software Benchmark 55

Aspect

DECEMBER 24, 2018

In addition, Ventana Research , the leading benchmark research and business technology advisory services firm, named us as a Value Index Leader in the first Ventana Research Value Index for Contact Centres in the Cloud. appeared first on Aspect Blogs. ® earlier this year. Merry Christmas and a happy New Year!

Chatbots 59

Chatbots Finance APIs Self service 59

Expivia

FEBRUARY 18, 2024

Generative AI: Smart scalable and well-thought-through LLM and Hybrid AI self-service solutions. With these innovations, Expivia is setting new benchmarks in customer service, ensuring that we remain at the forefront of the industry’s digital transformation.

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

Call Experts

FEBRUARY 19, 2020

Self-Service Tools. The more customers respond to your self-service tools, the fewer people hours you have to fulfill. Also, self-service tools like portals and live chat often have metrics and dashboards built for your company to understand the experience. More Blogs Menu. HR CALL OUT SERVICES: How?

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

NICE inContact

JANUARY 24, 2019

In our 2018 Customer Experience (CX) Transformation Benchmark survey , 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. appeared first on NICE inContact Blog.

Interactive Voice Response 60

Interactive Voice Response Self service Benchmark Contact Center 60