Select VoiceCom Blog

NOVEMBER 20, 2022

Meanwhile, service desks are service-centred communication channels that manage incidents and service requests. They focus on delivering services like customer service for broader coverage and handle performance metrics, self-service options, service request management and reporting, and internal database management.

outsourcing 52

outsourcing Technical Support Metrics Best practices 52

CX Journey

DECEMBER 2, 2014

Image courtesy of Unsplash Does self-service reduce or increase effort? I wrote about technology and the customer experience a couple times last year; after all, that''s what self-service is all about: technology. ATMs, online flight check-in, self-checkout grocery lanes, IVRs, online FAQs and knowledgebases, and more.

Self service 67

Self service First call resolution Abandon rate Interactive Voice Response 67

Beyond Philosophy

SEPTEMBER 14, 2023

The concept of self-service application creation by dragging and dropping things is an example of an incremental change. For example, Kihlstrom sees a win if customers can access self-service to get what they need. However, the other categories are types of automation that we almost take for granted now.

Self service 221

Self service Analytics Personalization Consulting 221

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. A standard contact center is chock full of repetitive and dull tasks that are definitely necessary but rarely require a human level of decision making. Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Lumoa

APRIL 28, 2024

Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. The company started out as a survey tool for academics and has grown into a multi-product feedback software.

Feedback 83

Feedback Consulting Consulting Enterprise 83

aircall

AUGUST 25, 2016

From the benefits, some of the people who ought not to fail to consider IVR include customer service managers and VP’s, Customer experience managers and VP’s and contact center managers among others. Surveys and polls. A customer may choose either a self–service or call an agent for inquiries. Automated Self-Service.

Interactive Voice Response 48

Interactive Voice Response Self service Call Center Wait times 48

Pointillist

JANUARY 25, 2019

As Forrester explains in a recent report : Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real time to make the right decisions about the management of service requests of their workforce.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Fonolo

OCTOBER 18, 2017

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

Outsource Consultants

SEPTEMBER 14, 2021

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. Emphasizing self-service via call deflection allows you to automate customer engagements across sales, support, product info, etc. —

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Tethr

FEBRUARY 1, 2021

Let’s take a look at how the CX landscape has remained unchanged—but accelerated—over the last year: The new world of self-service digital tools . Goodbye, post-call surveys. The post-call survey has been on its way out for years. COVID-19 didn’t kill the survey… It just put the final nail in the coffin. .

Customer Experience 63

Customer Experience Self service Surveys Contact Center 63

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. One thing that’s certain is change.

Quality management 78

Quality management Management Contact Center Coaching 78

ChurnZero

JUNE 19, 2020

If you joined late, we went through definitions. You Mon]: My angle on that is if you have a product that’s quick to value, onboard, or self-service then month-to-month is a great way to go. A: [Allen]: At the onset of COVID, we surveyed 50 PE firms and 25 strategic buyers and asked that exact question.

SaaS 72

SaaS Metrics Surveys Customer retention 72

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. This varies between high- and low-touch models but it includes things like leveraging the CSM, utilizing self-service resources, and leaning on the support team. Bree: Definitely. Ideally, their perception and the story your metrics tell align.

Metrics 98

Metrics SaaS Surveys Self service 98

Beyond Philosophy

MAY 20, 2015

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery. The study explored attitudes and preferences toward customer service. to improve.

Airlines 400

Airlines Wait times Self service Enterprise 400

ProProfs Blog

AUGUST 28, 2020

That’s why in the following section below, we aim to check out some of those expectations and suggestions on how to meet & exceed customer expectations while creating an awesome service experience. ‘Fast’ Service. One of the first things your customers demand is fast service. Let’s check them out!

Self service 157

Self service Feedback Airlines Metrics 157

ShepHyken

NOVEMBER 23, 2018

Your service speed depends on factors like the contact channel (e.g. An accurate reply won’t necessarily increase satisfaction, but a lack of accuracy will definitely decrease it. Measuring the Customer Effort Score (CES) through postservice or in-app surveys will give you a good idea of your company accessibility.

Customer Support 269

Customer Support Customer effort Self service Metrics 269

Interactions

JULY 29, 2021

Whenever the topic of customer service comes up, everyone has a story to tell–and there is no holding back. People remember both the good, and they definitely remember the bad. Interactions recently surveyed 1,100 U.S. consumers to see what they like when it comes to customer service. Here’s what we found.

Customer Care 71

Customer Care Surveys Wait times Self service 71

CSM Magazine

NOVEMBER 14, 2023

In the UK contact centres rely on voice of the agent surveys and in the Nordics, hybrid scheduling is the most popular. Modern self-service tools such as self-service scheduling apps help improve engagement, performance, and satisfaction. However, there are other ways to nurture your brightest talent.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Nicereply

FEBRUARY 25, 2020

Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers. These six trends might surprise you, but they should definitely impact the way you think about helping your customers.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

CX Accelerator

JANUARY 25, 2019

Here are two proven employee engagement metrics to consider: 1) Employee Engagement Score Using Pulse Surveys We have been using the completely free version of OfficeVibe (pictured below) for a few months now, and it's just fantastic. OfficeVibe is not the only way to do this, but I'd highly recommend going with a pulse survey tool.

Journey mapping 140

Journey mapping Metrics Surveys Employee engagement 140

Global Response

JANUARY 23, 2023

A SMART goal is one that is: S pecific M easurable A ttainable R elevant, and T ime-bound Let’s break down each of these attributes with regards to your customer service goals. Specific goals have clear definitions, numbers and objectives that make it clear what you’re going to accomplish and how.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

Taylor Reach Group

AUGUST 26, 2020

Keep in mind that only a small percentage of customers complete surveys (higher percentage if calling). So you need to initiate enough surveys to get a reasonable sample size. Categories and their definitions can vary from centre to centre but in general the following four are commonly used: Achieved – Simply 100% FCR.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

TechSee

DECEMBER 28, 2020

With all data pointing to the clear connection between customer experience and customer loyalty, more and more customer service organizations have begun investing in enhancing the role of the frontline customer service agents. The drivers for changing roles in field services. Focus on reducing on-site support.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

Solvvy

JULY 13, 2022

Also, 62% of survey respondents say experience with one industry influences their expectations in others. As companies strive to make the customer experience more personal and empathetic, could the answer be customer service automation? What is Automated Customer Service? For example: Customer Self-Service.

Customer Service 90

Customer Service Chatbots Self service Customer Support 90

Fonolo

SEPTEMBER 7, 2021

According to a recent Zendesk survey , around 42% of customers say their definition of bad support is when they get stuck in an automated system that makes it hard to reach an agent. DID YOU KNOW?

Interactive Voice Response 158

Interactive Voice Response Scripts Call Center Abandon rate 158

Callminer

OCTOBER 11, 2018

Employee engagement can be tracked by conducting surveys with quantitative and qualitative questions and having individual conversations with employees. It is the percentage of customer questions that could/should be handled in self-service by the customer. Educating on self-service results in a better customer experience.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Enghouse Interactive

APRIL 16, 2021

Demonstrating this, across all demographics, over 58% of consumers surveyed by ContactBabel ranked first contact resolution (FCR) among the top three factors behind successful service. This directly reduces calls and improves service in two ways. They don’t want to have to call back or chase for a resolution.

Self service 62

Self service Interactive Voice Response Chatbots Management 62

delighted

SEPTEMBER 20, 2019

“Customer experience” was strictly customer service-driven and incredibly retroactive — something that was only monitored or addressed post purchase. While problem solving, or customer support, is an integral part of customer experience, it does not entirely reflect today’s modern, more proactive definition of customer experience.

Customer Experience 45

Customer Experience Customer Service Surveys Self service 45

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

Contact Center 99

Contact Center Call Center Self service Surveys 99

JustCall

MARCH 13, 2023

Let’s start with the first call resolution definition. First Call Resolution (FCR) is a term used in customer service and support to measure the ability of a company to resolve a customer’s issue on their first contact or interaction. What Is First Call Resolution? How to achieve first call resolution?

First call resolution 40

First call resolution Self service Metrics Benchmark 40

Nicereply

SEPTEMBER 21, 2021

By documenting complaints through surveys, your team can begin to discover patterns. An excellent place to start is having a clear definition of your audience and the goals you need to accomplish to satisfy the said audience. self-service over email, or chat instead of phone). So, what can you do? Attention, granted.

Customer Experience 102

Customer Experience Self service Upselling Metrics 102

Global Response

JANUARY 31, 2023

Our experts—with over 40 years of experience in CX—have developed this complete guide to improving customer satisfaction through customer service. In this guide, you’ll find a complete definition of customer service, as well as expert strategies to improve your customer service process.

Customer Service 62

Customer Service outsourcing Construction Technical Support 62

GetFeedback

JULY 24, 2018

Bain & Company once surveyed 362 companies, and 80% said they delivered a “superior customer experience.” If you read definitions online, you’ll find a number of interpretations. Others say it’s rooted in customer service and user experience, which tend to influence customer sentiment the most.

Customer Experience 111

Customer Experience Journey mapping Surveys Sales 111

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. This varies between high- and low-touch models but it includes things like leveraging the CSM, utilizing self-service resources, and leaning on the support team. Bree: Definitely. Ideally, their perception and the story your metrics tell align.

Metrics 52

Metrics SaaS Surveys Self service 52

Global Response

JULY 30, 2023

72% of consumers want to be able to find answers themselves without having to call customer service. Chatbots can definitely be a solution to create more self-service options, deliver faster service and allow customers to get help whenever they need it. 24/7 customer support.

Chatbots 62

Chatbots Call Center Self service Personalization 62

ShepHyken

NOVEMBER 23, 2018

Your service speed depends on factors like the contact channel (e.g. An accurate reply won’t necessarily increase satisfaction, but a lack of accuracy will definitely decrease it. Measuring the Customer Effort Score (CES) through postservice or in-app surveys will give you a good idea of your company accessibility.

Customer Support 171

Customer Support Customer effort Self service Metrics 171