SmartAction

JUNE 30, 2023

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. The waiter or waitress may have come to your table only a few times, but their interaction enhanced your dining experience.

Customer Experience 85

Customer Experience Customer Service Virtual Agent Self service 85

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

LiveVox

APRIL 13, 2021

Digital communication channels, including SMS, email, and webchat, now play an integral role in the omnichannel customer journey, helping to expand customer self-service options and enabling contact centers to handle high volumes of support tickets with limited agent capacity.

Contact Center 52

Contact Center Customer Experience Self service Consulting 52

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Enghouse Interactive

AUGUST 26, 2020

Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . For many businesses, self-service is evolving into becoming a key factor for success. This is where the positive experience starts.

Self service 58

Self service Contact Center CRM Customer Support 58

NICE inContact

SEPTEMBER 10, 2019

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. What do your customers really think about self-service? Forrester ).

Self service 60

Self service Contact Center Benchmark Customer Experience 60

Nicereply

MARCH 16, 2022

Customer Experience departments are the shapeshifter departments of an organization. Every company seems to understand and define customer experience differently and measure it with unique KPIs. She had a very unique solution to this structure: incorporating Sales into the Customer Experience team.

Sales 111

Sales Customer Experience Upselling Self service 111

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Cisco - Contact Center

SEPTEMBER 11, 2020

AI is being used to streamline processes, improve efficiency, and it has the potential to transform both agent and customer experiences. In the past six months, we have seen a massive spike in adoption of these AI powered services and we expect that trend to continue over the next few years. Join Our Webinar.

Contact Center 71

Contact Center Abandon Call contact center solutions Self service 71

Mindtouch

SEPTEMBER 19, 2017

What’s an effective self-service model? One that improves customer effort , which leads to improved customer loyalty. Bottom line though, it’s about customer effort. How do you achieve an effective customer self-service model? I thought this was a really good webinar.

Self service 66

Self service Customer effort Sales Personalization 66

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 76

Technology Customer Experience APIs Consulting 76

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Creating a company charter for your Customer Success initiatives is a good place to start. Watch it here if you missed it!).

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Mindtouch

MARCH 1, 2017

A self-service experience is the key enabler of understanding: for both customer success , buyer success, and your company’s insights into the needs of each. As seen in the video below, Gainsight understands the value in analyzing the entire customer journey, from pre-sale through to the customer success phase.

Self service 48

Self service Sales Customer Experience Marketing 48

CSM Magazine

JULY 4, 2019

Customer service and experience has changed beyond recognition. From self-service to social media and automated chatbots, you have a plethora of opportunities to provide your customer with an amazing CX. As the customer journey becomes more multichannel, so too must your strategy.

Customer Service 45

Customer Service Multichannel Gamification Chatbots 45

Kayako

OCTOBER 8, 2015

Founder of CoSupport , and host of UserConf, the only customer support conference, Sarah Hatter will be joining Sarah Chambers, Head of Support here at Kayako for a webinar on Thursday 15th October to discuss the common communication mistakes support teams make. How to improve customer self-service.

Customer Support 90

Customer Support Self service Customer Service Customer Experience 90

Netomi

JANUARY 6, 2022

In a recent webinar, Nick Mehta sat down to talk with Netomi Founder / CEO Puneet Mehta to discuss how customer experience has evolved over the past few years, and what’s to come in 2022 [ Watch the full recording here ]. . What’s changed with customer experience in the post-pandemic world?

Customer Experience 59

Customer Experience B2B Self service Customer Service 59

Myra Golden Media

APRIL 11, 2023

By optimizing your workforce, using technology, and fostering a culture of continuous improvement, you can deliver an exceptional customer experience while improving efficiency and reducing costs. This can involve sending post-interaction surveys or conducting focus groups to gain insights into customer needs and preferences.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

CSM Magazine

NOVEMBER 27, 2019

Register for this free webinar and join us on Thursday, Dec 12, 2019 11:00 AM – 12:00 PM CST (5:00 PM – 6:00 PM GMT). (If The current scope of AI and automation, to what extent can the rise of intelligent self-service tools and AI based chatbots replace the human touch? Nate Brown, Head of Customer Experience, UL.

Customer Service 52

Customer Service Chatbots Self service Consulting 52

Tethr

SEPTEMBER 9, 2020

Here at Tethr, we talk a lot about reducing customer effort. After all, research shows that minimizing effort is critical to customer loyalty and improving the overall customer experience. And when done well, great self service options make customers happier. Save your seat for the webinar today!

Self service 62

Self service Customer effort Contact Center Customer Care 62

Solvvy

SEPTEMBER 7, 2022

We spoke with Mahesh Ram, the founding CEO of Solvvy and Head of Digital Customer Experience at Zoom, to talk about how AI-powered tools are helping create the kinds of customer experiences that drive business growth through a seemingly simple concept— happiness. >>Watch << Top 3 takeaways.

Customer Support 106

Customer Support Self service Engineering Analytics 106

TeamSupport

JUNE 20, 2023

As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout. Lower productivity and less than satisfactory customer experiences. What happens when employees are burnt out? billion hours annually.

Best practices 97

Best practices Self service Chatbots Analytics 97

Verint

APRIL 2, 2018

What would happen if self-service were more accessible, easier to use, and capable of resolving considerably more complex issues without escalating to an agent? Artificial Intelligence has the potential to redefine what’s possible in self-service. AI is exciting and has tremendous potential. Learn From Others.

Self service 42

Self service Chatbots Enterprise Best practices 42

NICE inContact

OCTOBER 7, 2019

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series. After watching Paul’s video, you may want to learn more.

Marketing 55

Marketing Customer Experience Self service Contact Center 55

Uniphore

JUNE 10, 2021

We gathered these insights from 12 months of webinars and roundtable discussions with our customers. 25% Lack of self-service options. Getting the employee experience right is essential to developing and retaining top talent. Basing automation tech “success” on the employee experience. 13% High Call Volume.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Creative Virtual

AUGUST 5, 2020

Using these digital self-service tools gave customers an easy way to find the most up-to-date information quickly during a time when contact centres were struggling with long hold and response times, reduced staffing and rapidly changing situations.

Virtual Agent 52

Virtual Agent Customer Experience Chatbots Self service 52

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? Friendly service. Convenience. Human touch.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

SmartAction

MARCH 7, 2023

Companies will continue leveraging existing “off-the-shelf” technology, but we will also see businesses finding ways to utilize their own intellectual property to drive a more meaningful, human-like experience. Conversational AI is the key to augmenting existing technology with a company’s IP.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

ShepHyken

MARCH 19, 2021

The passion that Sarah has for encouraging increased female leadership in customer service is prevalent in everything ultimate.ai does, most poignantly the upcoming webinar moderated by Shep Hyken. Kate Hardcastle MBE, The Customer Whisperer. “It Eveline Erkelens, Agile Customer Experience Strategist.

Customer Service 214

Customer Service Customer centricity Self service Metrics 214

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 76

Self service Contact Center Benchmark Chatbots 76

pindrop

AUGUST 22, 2021

Still, despite the availability of a variety of communication channels, the phone call still plays a vital role in customer experience. The phone call gives your business the opportunity to let customers hear and feel your eagerness to help them: the voice of a human being ready to listen and empathize. Download the Report.

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

bold360 Blog

SEPTEMBER 25, 2019

Last month I had the pleasure of sitting down with Patrick Quinlan, Senior Manager for Self-Service and Analytics at Citrix. We discussed a challenge facing many organizations I have met with: How can you increase call deflection while giving customers a better experience AND solve their problems in a more efficient way?

Customer Experience 49

Customer Experience Chatbots Self service Analytics 49