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? Did you know, for example, that: Chat is outpacing phone as the #1 channel preference?

Chatbots 67

Chatbots Benchmark Self service Customer Experience 67

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. Where can AI add the greatest benefits?

Customer Care 55

Customer Care Contact center software call center software Benchmark 55

PeopleMetrics

JANUARY 24, 2022

We can help in three ways: Customer Experience Management – this is the core of what we do today with our software platform and supporting services. Finally, we will have an updated, self-service survey engine released this year! our weekly webinar on all things CX, with our first one on Tuesday, February 1 st at 12 noon (EST).

B2B 90

B2B Journey mapping B2C Benchmark 90

NobelBiz

NOVEMBER 20, 2023

Read more about the NobelBiz self-service IVR system here. Regular webinars and training materials can be instrumental in helping your team maximize the use of the new system​. If you want to learn more about training and benchmarking in contact centers, join Christian in this podcast episode featuring Bruce Belfiore.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

ChurnZero

AUGUST 14, 2020

The tool is used to facilitate and track interactions between support agents and customers via live chat, social media, phone, and email (often ticketing) as well as to create knowledge bases and other self-service customer help resources. Customer Support/Service or IT Operations. Webinar Software. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Focus on self-service benefits. The intention of automation is self-service at all times of the day. Customer Service benchmarks show the importance of a great procedure!

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. During the webinar, we discussed: How customer retention impacts the valuation of your company. If you missed the webinar, you can watch it on demand.

SaaS 72

SaaS Metrics Surveys Customer retention 72

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. Automated services like chatbots allow customers to schedule their own self-service appointments.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Verint

MAY 1, 2018

CRMXchange Roundtable: Digital Customer Service—IVR, Chat, SMS and VA. May 10; Online Webinar. Jen Snell, VP, product marketing, will serve as a panelist and speak on such popular digital and self-service topics as virtual assistants, SMS, chat and the modern IVR. May 29; Online Webinar. May 31; Online Webinar.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

Fonolo

APRIL 17, 2019

This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. In 1999, it implemented the country’s first self-service express check-in kiosks.

Airlines 78

Airlines Transportation Contact Center Self service 78

Solvvy

AUGUST 31, 2022

Analysts that have studied NPS across industries have found that benchmarks vary. You can use those benchmarks to see how you compare to competitors — and to set goals for your business. You can ask questions that provide feedback on the service the customer support agent provided and whether they feel their issue is resolved.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

Kayako

JULY 27, 2017

Do you get an increase in volume when a webinar is broadcast? Just like conversation volume, it is most useful when compared to previous periods, but also good to set up against a benchmark. This could mean investing in self-service opportunities, or simply analyzing the time management of your team. Every week?

Metrics 80

Metrics SaaS Surveys Enterprise 80

Vistio

APRIL 2, 2022

And we also do a couple benchmarking surveys a year for member companies and also have an online forum, some private meeting groups for members to be able to exchange digitally in that environment. Yeah, I think the first thing is just starting with the agent self-service experience.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

NobelBiz

OCTOBER 24, 2023

Self-service web portal for issue resolution. This webinar episode (Transitioning from Voice-Only to an Omnichannel Contact Center) is dedicated to contact center decision-makers who are considering omnichannel technology. IVR (Interactive Voice Response) system for initial call routing. Agent-assisted support via phone.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Pointillist

NOVEMBER 11, 2019

You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. Source: Call Centre Helper webinar: Improving First Contact Resolution At first glance, it seems that a system-based approach would produce accurate results. What is First Call Resolution?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

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. These were among the questions asked to a group of customer experience (CX) experts in a webinar hosted by COPC Inc.

Customer Experience 52

Customer Experience Automotive Multichannel Self service 52

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. These were among the questions asked to a group of customer experience (CX) experts in a webinar hosted by COPC Inc.

Customer Experience 52

Customer Experience Automotive Multichannel Education 52

JustCall

JANUARY 31, 2023

Fully self-service and easy to set up. per month/per license Why Use Zoom As An Alternative to Dialpad Zoom is a Video Conferencing, Web Conferencing, Webinars, and Screen Sharing tool It unifies cloud video conferencing, simple online meetings, and cross-platform group chat into one easy-to-use platform. 323/SIP room systems.

voip 52

voip Enterprise Interactive Voice Response CRM 52

JustCall

APRIL 5, 2023

Nextiva has a web app and a mobile app for remote servicing and integrates with business solutions like ServiceNow, Salesforce, and Zendesk. Top Features of Nextiva Intelligent virtual agents (IVA) – Self-services IVR that is capable of handling huge call volumes and routing calls to the right agents.

voip 52

voip Enterprise Interactive Voice Response CRM 52

TechSee

JULY 14, 2021

With these new developments, a panel of industry experts and thought leaders were gathered together to weigh in on the future of computer vision AI and visual self-service. Donna Fluss , President of DMG Consulting LLC and an industry expert in IVAs, self-service and contact center automation. A true win-win.

Self service 207

Self service B2B Technology Engineering 207

Eptica

NOVEMBER 1, 2017

Use web self-service , chatbots and other AI-based technologies to automate basic interactions. Empower agents so they can handle complex queries and provide empathy and personal service where required. Benchmark against the top performing customer experience leaders in your own and other sectors.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Omnichannel Interactions.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

VirtualPBX

JULY 9, 2020

Make Webinars a Primary B2B Communications Channel. “76% of marketers studied say webinars allow them to drive more leads, and 75% agree that webinars help them to extend their brand reach.” ” – On24’s 2019 Webinar Benchmark Report. Invest Efforts in Self-Service. Image Source.

B2B 99

B2B Self service Best practices Virtual Agent 99