COPC

FEBRUARY 15, 2023

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? Organizations can create a more personalized, streamlined customer experience with service blueprinting and better data usage.

Self service 85

Self service Interactive Voice Response Chatbots Benchmark 85

Netomi

DECEMBER 7, 2022

“Our Customer Care function recently transitioned to fully digital communications, which enables us to ensure our customers get the information they need as expeditiously and efficiently as possible,” the airline said in a statement. . . This is what the modern customer expects all the time. Here’s why.

Airlines 52

Airlines Customer Service Chatbots Multichannel 52

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

COPC

APRIL 13, 2022

Phone and email are still the most popular ways for consumers to interact with customer care. When customers move away from phone and email, they partly choose to use the available self-service technologies. Some customers like dealing with a real person. There isn’t a human element to self-service.

Self service 52

Self service Benchmark Contact Center Technology 52

Comm100

NOVEMBER 13, 2022

Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. Supporting customers across all these channels isn’t always an easy feat, but there are tools that can solve the problem. Find out more.

Customer Service 90

Customer Service Multichannel Chatbots Healthcare 90

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. In order to get the right person answering the phone one needs to create a label tag on the IP for that phone system.

Call Center 561

Call Center Metrics Contact Center Wait times 561

COPC

JUNE 16, 2021

Companies are missing the mark on creating a cohesive customer experience, a conclusion revealed in the Customer Experience Management Benchmark (CXMB) Series 2020 Corporate and Consumer Editions. There is a disconnect in the actual effort consumers put forward to resolve a single customer-care issue vs. what companies believe.

Customer Experience 52

Customer Experience Automotive Multichannel Self service 52