TechSee

APRIL 1, 2024

Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. This AI-guided solution empowers fiber service providers to offer customers a seamless self-installation experience, reducing costs, accelerating activation, and improving overall satisfaction.

Self service 124

Self service Consulting Consulting Contact Center 124

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Analytics Marketing 62

Beyond Philosophy

NOVEMBER 19, 2022

Now, our first reaction was to tell Claire that she should absolutely meet customers where they are. Since we see that many things that we do today are not the way we used to do things—and realize how much better the experiences are with the new way—it might not be the best things to meet customers where they are.

Airlines 150

Airlines Self service Consulting Consulting 150

DMG Consulting

DECEMBER 7, 2022

DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services. MEDIA ALERT.

Contact Center 48

Contact Center Consulting Consulting Marketing 48

CCNG

MARCH 23, 2022

Most organizations support customers in multiple generations, each with their own preferred way of obtaining assistance - from traditional voice calls, to chat, and even self service options. Our agents must be trained to quickly identify the customer’s preferences and adapt to meet their needs.

CCNG 195

CCNG Call Center Education Self service 195

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. When: Today, 27 March 2019.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MAY 15, 2024

Fixing WFM May 2024 The world and workforce have changed, and it’s time for companies to update their workforce management (WFM) solutions and best practices to better meet the expectations of today’s employees, especially Millennials and the rapidly up-and-coming Gen Z. The post Fixing WFM appeared first on DMG Consulting.

Contact Center 48

Contact Center Enterprise Self service Best practices 48

Enghouse Interactive

JANUARY 22, 2021

How can companies meet these needs – particularly as they may well vary between different demographic groups or users of different products? Contact centres therefore need to put in place the processes and tools to ensure that they can meet customer needs and their own objectives. Performance metrics only go so far.

Average Handle Time 54

Average Handle Time Metrics Self service Surveys 54

Beyond Philosophy

NOVEMBER 24, 2022

Another example of a service that we might not have seen as the benefit it is to our self-interest is self-service at the grocery market. However, I had questions about how to handle the self-check-out when buying a cabbage since it didn’t have a barcode. Recently, we had these added at the market near me.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

Lumoa

APRIL 28, 2024

You will need to reach out for a consultation first. Medallia charges for both “units” and “users”: Units are defined as named individuals in surveys but they do not have log-in privileges such as customer service agents or business consultants. Medallia, Qualtrics, and Lumoa are all ISO 27001 certified.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Beyond Philosophy

MARCH 31, 2020

One of the airlines I had bookings with had put a note for a number of days saying they are working on a self-service option to change tickets with open ones via their website or app. Web Meetings and Working from Home (WFH). appeared first on Customer Experience Consulting.

Airlines 499

Airlines Healthcare Government Self service 499

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Beyond Philosophy

AUGUST 10, 2020

Minimize channel switching by increasing self-service channel stickiness. Look for ways to simplify your experience to meet these unsatisfied wants and create competitive differentiation with your competitors. The post How To Make Your Experience Easy And Gain Growth appeared first on CX Consulting.

Customer effort 322

Customer effort Government Self service Consulting 322

DMG Consulting

APRIL 8, 2024

Clearly, something must change for contact centers to cost-effectively meet their service level commitments while not forcing employees to constantly change their personal schedules without advance notice. The post Real-Time Adaptive Intraday Management Saves the Day appeared first on DMG Consulting. See Figure X.

Management 62

Management Gamification Contact Center Consulting 62

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage.

B2B 373

B2B Journey mapping B2C Telecommunications 373

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Follow on LinkedIn John R.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. I just want to call out our VP of operations and managed services at Kevin Lasky.

Consulting 52

Consulting Consulting Best practices outsourcing 52

TechSee

JUNE 9, 2022

Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 However, current technology solutions are not meeting demand. No Vision, No AI, No Service. per contact.

Customer Experience 145

Customer Experience Self service Interactive Voice Response Technical Support 145

Outsource Consultants

OCTOBER 4, 2021

As a leader, you need to emphasize deploying the right people (remote agents) with the right technology to meet your customers’ growing needs. 3) Growth of Self-Service Adoption. Traditional customer service, where agents engage with people one-on-one, is a big part of customer service—but it’s not everything.

outsourcing 128

outsourcing Customer Service Self service Contact Center 128

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. CX Consultant. What does a best-of-breed CX team look like?

Self service 40

Self service Virtual Agent Contact Center Engineering 40

DMG Consulting

APRIL 8, 2024

WFM solutions have changed significantly in the past few years, transitioning from applications intended to optimize and control agent schedules into systems that empower employees with greater levels of flexibility delivered via self-service. But this is just the start of many innovations being introduced into the WFM market.

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Techniques to reduce call volume. Identify three to five issues that drive most of your inbound customer contacts.

Call Center 196

Call Center Self service Gamification Contact Center 196

Outsource Consultants

SEPTEMBER 14, 2021

Look no further than the travel industry, which is already reeling to meet Q4 demand spikes and record call volume. That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. Let me help?”.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

HGS

JANUARY 25, 2021

Another method is to consult with contact center teams that have actually had experience with these new technologies. A financial services company in the Caribbean provides customer service through bricks-and-mortar, online banking, and nearly 400 HGS contact center agents.

Contact Center 130

Contact Center Banking Education Self service 130

DMG Consulting

NOVEMBER 3, 2020

Contact centers need to address operational requirements, satisfy employee needs and meet customer expectations, all while managing costs. Self-Service Comes on Strong. WFM solutions are providing agents with enhanced self-service capabilities that give them the autonomy to create and manage their own schedules and time off.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

SmartAction

JUNE 30, 2023

Gradient Text How to Create a Great Customer Experience Creating a great customer experience is not a random occurrence; it requires proactive planning and coordination of all the moving parts, including the product or service, location, surroundings, and staff. Stop tying up your queues and live agents with repetitive, monotonous tasks.

Customer Experience 85

Customer Experience Customer Service Virtual Agent Self service 85

Fonolo

NOVEMBER 24, 2020

“I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.” Bill Quiseng CX Expert, Speaker & Consultant. A crisis drives people together, which fosters empathy.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

DMG Consulting

AUGUST 31, 2021

Answer: Digital transformation, spurred on by the pandemic, has resulted in enterprises finally giving customers what they’ve wanted for the past five years – the ability to interact in their channels of choice, whether voice or digital, assisted by intelligent virtual agents (for self-service), as well as live agents, when needed.

Virtual Agent 78

Virtual Agent Self service Enterprise Contact Center 78

Outsource Consultants

AUGUST 7, 2023

With this in mind, Outsource Consultants has come up with some innovative ways for you to cut costs related to customer support. Last but certainly not least are new improvements to self-service options. Our team of outsourcing experts understands not only how to save you money, but also how to improve customer service.

outsourcing 67

outsourcing Self service Call Center Chatbots 67

COPC

APRIL 1, 2024

In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions. Bot-Based Training Perhaps the most notable trend we’ve seen in our consulting work is the emergence of bot-based training systems.

Customer Experience 91

Customer Experience Gamification Benchmark Chatbots 91

Outsource Consultants

AUGUST 3, 2020

Failing to meet the new post-COVID standards will compel consumers to switch to competitors ready to serve them. Now is also a good time to review your current customer experience, to identify self-service automation that can reduce the agent burden and lower your total call center costs.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Balto

JULY 8, 2022

I’ve been talking and writing about this trend for many years, but its time has finally come, as it helps meet the needs of an increasingly dispersed workforce while improving the customer experience. When self-service fails, these customers are more likely to want to talk to a live agent. … But It Still Remains the Biggest.

Chatbots 97

Chatbots Self service Contact Center Coaching 97

Totango

NOVEMBER 27, 2023

Offer self-service functionalities through community and knowledge centers. Refining post-sale strategies to better understand and meet the needs of customers. Deliver in-app guidance and content aimed at prioritizing user adoption.

B2B 94

B2B CRM Enterprise Upselling 94

Beyond Philosophy

MARCH 15, 2017

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” These organizations also helped the team members navigate the emotional Customer Experience a customer has.

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

DMG Consulting

JANUARY 30, 2024

The factors driving rapid growth include the recent adoption of these solutions by cloud holdouts, including large financial services institutions; ongoing seat expansions from many existing customers; a strong replacement cycle of earlier-generation CCaaS solutions; and increased international deployments.

Contact Center 48

Contact Center CRM Enterprise Self service 48