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A Foundation for Exceptional Digital Self-Service Design

COPC

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? There are likely many reasons for this sentiment, including poorly designed IVR systems and chatbots.

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The State of Customer Service Report: 500+ leaders benchmark their support

CSM Magazine

Learn which new channels they are spending their budget on and gain direct insight from customer support executives on chatbots, scalability, multichannel integration, personalization, proactive care and much more!

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The Role of Chatbots Within the Service Journey

COPC

Chatbots . Chatbots have long been touted as the next big transformation with customer interaction, but problems remain with getting the technology right. Essentially, a chatbot is purposefully designed software that has been established to simulate conversation with humans. The Future of Chatbots. This represents a 5.6

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Why Frontier Airlines Cut Its Customer Service and What it Means for the Airlines Industry

Netomi

Netomi’s 2022 Airline Customer Service Benchmark Report looked at the state of customer service for the top 20 passenger airlines in North America – inclusive of Frontier. Consider a chatbot whose primary goal is to deflect tickets away from human agents by directing customers to content on the airline’s website. On all channels.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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How do UK banks rate on customer experience?

Eptica

In the latest Eptica Multichannel Customer Experience study , we evaluated the real-world online experience of 100 leading companies – including ten banks – by asking typical customer questions over the web, email, Twitter, Facebook and chat. To download the full Eptica Multichannel Customer Experience Study, click here.

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How good is the digital customer experience from travel brands?

Eptica

As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.