Enghouse Interactive

SEPTEMBER 1, 2020

In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. This blog will continue that exploration with some insight into some of the benefits we’ve seen in organizations that have implemented Self-Service.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Nicereply

APRIL 13, 2022

Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. It’s time for AI to continue evolving and boosting the customer service experience. AI offers personalized products and services. Self Service Apps in Customer Service.

Customer Service 119

Customer Service Chatbots Self service Healthcare 119

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

CSM Magazine

FEBRUARY 29, 2024

In the growing market of mobile app development, providing top-notch customer service can be the deciding factor that makes your app stand out. For mobile app developers, the challenge is to integrate customer service in ways that resonate with tech-savvy users.

Customer Service 52

Customer Service Feedback Education Self service 52

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. It’s Not an Option – It’s Expected (Blog Series).

Self service 58

Self service Contact Center CRM Customer Support 58

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

Expivia

MAY 4, 2021

Call centers often don’t spend enough effort on customer service. And customer service is truly dead when profits outrank everything. . Is there a way to offer incredible customer service and still scale your sales goals? In fact, customer service is the only way you can grow your business.

Customer Service 86

Customer Service Interactive Voice Response Call Center Average Handle Time 86

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 87

Customer Service Chatbots Healthcare Wait times 87

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences.

Journey mapping 97

Journey mapping Education Coaching Customer Care 97

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Staffing has become increasingly difficult in customer service. Ensuring fast support.

Chatbots 86

Chatbots Customer Service Self service Agent burnout 86

Mindtouch

OCTOBER 23, 2017

A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity.

Self service 65

Self service Upselling SaaS Customer Support 65

Aspect

DECEMBER 20, 2017

In fact, soon to be released research conducted by Aspect found that only 29% of millennials prefer to talk on the phone for customer service. Our research also found that the preference of speaking to customer service over the phone has dropped 11% over the last two years, while chat has risen 9%.

Self service 86

Self service Interactive Voice Response Chatbots Contact Center 86

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. Unless the customer does not have an option, they will tend to find a company who communicates using their preferred channel.

CCNG 195

CCNG Call Center Education Self service 195

Fonolo

AUGUST 13, 2019

However, despite these rapid changes, many customers still prefer interacting with an actual person, whether it’s in store with a floor representative, or on the phone with a call center agent. But how do we educate ourselves on current customer service practices when the rate of change is near impossible to keep up with?

Customer Service 108

Customer Service Management Call Center Education 108

Global Response

MARCH 27, 2023

Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. 68% of customers will pay more for products or services from brands known for their excellent customer service.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

Nicereply

NOVEMBER 15, 2022

Customer service trends of 2023! We reached out to seven customer service experts to understand what’s just over the horizon in the customer experience world. We wanted their perspective on the challenges customer support teams are facing and the things they need to know before starting a new year. .

Customer Service 98

Customer Service Metrics Employee engagement Customer Support 98

Fonolo

DECEMBER 13, 2018

Here are a few things every retail company can do to maintain a high level of customer service and ensure that the momentum gained is maintained this festive season both in-store and online. Incentivize Your Customer Service Employees. The holiday season can be a difficult time for customer service employees.

Customer Service 113

Customer Service Call Center Gamification Self service 113

CSM Magazine

JUNE 29, 2021

Thanks to the technological revolution, customer service has become a key factor which distinguishes companies in the financial services and insurance (FSI) industry. Here are some ways the financial sector can measure their customer service, identify gaps and take steps to improve the customer experience (CX).

Customer Service 52

Customer Service Self service Education Finance 52

Provide Support

SEPTEMBER 14, 2017

FAQ page for self service. More and more customers take an advantage of self service options before contacting customer support representatives. According to Zendesk 50% of customers think it’s important to solve product or service issues themselves.

Self service 45

Self service Education Customer Support Customer Service 45

Bill Quiseng

FEBRUARY 1, 2016

This was originally published as a guest post on Shep Hyken’s customer service blog. . But in this technological evolution, too many companies are confusing customer services with customer service. Customer services is all about how to speed up the transaction.

Customer Service 119

Customer Service Banking Education Self service 119

Expivia

APRIL 1, 2021

Why is USA customer service is so terrible? Why is it done poorly in so many service centers? We would like to focus on 7 core reasons that we have seen in many different companies and have helped correct: Who Has the Say in your Customer Service Call Center? Who is running your USA customer service call center?

Customer Service 52

Customer Service Education Self service Call Center 52

ProProfs Blog

APRIL 28, 2020

From customer service, support to experience, you have a lot to accomplish to keep your customers satisfied. . Well, that’s because 87% of satisfied customers are more likely to upgrade or add services and are less likely to cancel. Attracting more business and loyal customers. Customer Effort Score (CES).

Customer Service 140

Customer Service Metrics Education Customer effort 140

HGS

JANUARY 25, 2021

Gartner ranks trends such as digital experience platforms, Internet of things for customer service, natural language processing, 360-degree view of customers, chatbots, robotic process automation, etc. according to how hyped or mature the technologies are. Sifting through the latest contact center trends: One client’s story.

Contact Center 130

Contact Center Banking Education Self service 130

Enghouse Interactive

AUGUST 30, 2021

For example clearing for university places after A-level results are announced in August is the busiest time for higher education institutions, as we explain in this recent blog post. So organisations need to be ready for planned and unplanned peaks, particularly when it comes to customer service. Join it up.

Customer Service 58

Customer Service Self service Cloud contact Chatbots 58

ShepHyken

SEPTEMBER 10, 2021

It will enable you in identifying the reasons behind high customer turnover and what you can do to address them. . Expectation: Customers expect connected journeys with consistent interactions. Reality: Customer Service generally feels like sales. . Reality: Customers are generally treated like numbers. .

Customer Experience 256

Customer Experience Advertising Employee engagement Sales 256

Method:CRM

MARCH 13, 2023

What is customer experience? Customer experience is how people feel when they buy or interact with your products and services. It includes things like customer service, the quality of the product or service sold, customer support, customer convenience, and more. Keep reading to find out!

Customer Experience 90

Customer Experience Self service Education Best practices 90

Fonolo

SEPTEMBER 11, 2018

Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. VPs & Directors of Customer Experience.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Fonolo

JULY 4, 2019

Good training teaches employees in the customer service realm how to handle complex customer issues in the most efficient and customer-friendly way possible. This is important, as customer service is the touchstone for all kinds of customer-facing interactions. Good Training is Good Service.

Best practices 83

Best practices Customer Service Brand ambassadors Call Center 83

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Gamification Contact Center 122

Uniphore

JULY 21, 2021

How can organizations more effectively direct customers to the knowledge they’re looking for? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas. List your CX goals beforehand.

Best practices 52

Best practices Customer Service Management Contact Center 52

Wowdesk Blog

JULY 12, 2020

People often get confused with the terms ‘customer experience’ and ‘customer service’ and use them interchangeably. Customer service is reactive and influences the overall customer experience. Customer service pitfalls . Fragmented customer service channels.

Customer Service 52

Customer Service Metrics Customer Support Education 52

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us. Keeping them is hard.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

VocalCom

JUNE 18, 2018

You may also include self-service information such as links to frequently asked questions, and your brand may even assign a case number to the customer right from the start. Offer self-service options. Customers can save time if you offer them self-service options.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

Comm100

FEBRUARY 12, 2023

As Gen Z enters higher education, support expectations are rising. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support. For an example of this 24/7 support in higher education, we can look to Thompson Rivers University (TRU).

Chatbots 74

Chatbots Education Self service Personalization 74

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Tenfold - Contact Center Blog

AUGUST 3, 2018

Top of mind for customers is swift and consistent support–hence the rise of omnichannel customer service. Today’s customers no longer simply rely on calling customer support for assistance. Understand your customer’s most preferred channels. First, understand where your customer are.

Best practices 64

Best practices Customer Service Contact center software Self service 64