Sykes

JUNE 13, 2017

Self-Service: The New Battlefield. Gartner, an American research and advisory firm, has predicted that this year will be a tipping point when customer experience becomes more important to consumers than even products and services. Let’s explore four ways to produce the best self service customer experience.

Self service 40

Self service Business Process Outsourcing Engineering outsourcing 40

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

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 9, 2020

This tenant-first philosophy applies to both the private and public housing sector and requires the creation of a new kind of digital tenant experience – everything from live chat and online knowledge resources to self-service portals. x things by themselves with remote guidance than have an engineer visit indoors.

Management 145

Management Engineering voip outsourcing 145

Creative Virtual

OCTOBER 6, 2022

By Maria Ward, Account Manager & Knowledgebase Engineer. Their survey of customer service leaders found that 72% said support in a customer’s native language increased their satisfaction with customer support and 58% said it increased loyalty to the brand.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

ShepHyken

MARCH 21, 2022

My Comment: My friend and fellow customer experience expert, Blake Morgan, has assembled an interesting set of stats and facts about post-pandemic customer service and CX. Our customer service research supports the theme. And today, meeting the bare minimum customer service expectations will not make the cut.

Customer Service 169

Customer Service Customer retention Engineering Self service 169

Micah Solomon

OCTOBER 9, 2018

The solution to this is to undertake what I call “language engineering”: thinking about the specific phrases that employees should avoid using, and about the better alternatives that you prefer. Do the same survey as well of a customer’s likely first impression when it occurs via the phone, chat, the web, or mobile. Is it inviting?

Customer Experience 264

Customer Experience Customer Service Consulting Consulting 264

COPC

FEBRUARY 19, 2016

This is especially true when it comes to providing customer service. However, two-thirds of consumers surveyed by Execs In The Know and COPC Inc. utilize multiple channels, including self-service options. Yes, your self-service program relies on technology to deliver information to your customers.

Self service 40

Self service Engineering Feedback Contact Center 40

Toister Performance Solutions

MAY 7, 2020

Confusing or broken self-service options. Write self-service articles in plain language Many self-service articles are poorly written or contain excessive industry jargon that make them difficult for customers to read and understand. Go to 12:51 in the interview for more ideas on experience engineering.

Customer Service 111

Customer Service Self service Wireless Customer effort 111

TechSee

AUGUST 24, 2021

A new survey found that almost everyone who worked from home in the past twelve months experienced at least one technical issue that impacted their work productivity, with 7 out of 10 remote workers experiencing two or more technical issues. This often means creating digital workflows that automate core onboarding processes.

Technical Support 109

Technical Support Surveys Enterprise Analytics 109

Sykes

JULY 28, 2020

In SYKES’ new survey, we highlight why customers love their connected devices — and what makes them tick when they need device support. So they seek out self-service content, video tutorials, social media and the stalwart of customer support — calling in for help. Improvement #2: Create More Self-Service Content.

Self service 59

Self service Surveys Customer Support Chatbots 59

Upstream Works

DECEMBER 20, 2022

McKinsey’s American Opportunity Survey found that 58% of American workers can work from home at least once a week; 87% said they take the opportunity to work flexibly when they have the chance. This use case can take many forms, with self-service automation often coming to mind right away. Workflow Automation.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

HGS

OCTOBER 30, 2014

Self-service platforms are gaining in popularity because they allow consumers to take control of solving their own problem. According to the January 2014, McKinsey Quarterly, 75% of surveyed consumers said they would prefer to use online support if it were reliable and provided accurate and complete information.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

Sykes

JULY 28, 2020

In SYKES’ new survey, we highlight why customers love their connected devices — and what makes them tick when they need device support. So they seek out self-service content, video tutorials, social media and the stalwart of customer support — calling in for help. Improvement #2: Create More Self-Service Content.

Self service 52

Self service Surveys Customer Support Chatbots 52

3CLogic

AUGUST 3, 2021

A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. Modern-day contact centers should also be leveraging voice-based self-service to alleviate agents of simple inquiries that customers can self-resolve.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Quiq

MAY 26, 2022

An overwhelming 75% of respondents want a customer service agent to know who they are and their purchase history. In Microsoft’s 2020 survey , respondents reported that only occasionally (31%) did the agent have this information. The customer service stakes are higher than ever. Yet it’s still far from customers’ reality.

Self service 67

Self service Morale Surveys Customer Service 67

TechSee

APRIL 10, 2018

By turning a potential threat into a secret weapon, BPOs utilize the power of technology as a strategic differentiator, as well as an additional revenue source and growth engine. The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 139

Call Center Technology outsourcing Self service 139

Cisco - Contact Center

AUGUST 3, 2020

For example, Virtual Agents for voice and chat are powered by Google Cloud CCAI and provide our customers with new ways of responding to their customers using AI-powered self-service technologies. With the rise of digital interactions, automated self-service has become the preferred method for consumers to interact with a business.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Eptica

DECEMBER 11, 2019

Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. Based on surveys with 226 UK organizations as well as interviews with 1000 consumers, this guide provides a detailed overview of the main industry trends.

Customer Service 75

Customer Service Self service Best practices Metrics 75

Quiq

MAY 26, 2022

An overwhelming 75% of respondents want a customer service agent to know who they are and their purchase history. In Microsoft’s 2020 survey , respondents reported that only occasionally (31%) did the agent have this information. The customer service stakes are higher than ever. Yet it’s still far from customers’ reality.

Self service 52

Self service Morale Surveys Customer Service 52

Lumoa

JULY 17, 2023

User interface feedback and qualitative surveys Digitizing Customer Experience: A Key Step to Make Your Company Competitive The Connection between Digital Transformation and Customer Experience The term digital transformation refers to integrating digital technology into all aspects of a business. Keeping the human touch 3.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

PeopleMetrics

JANUARY 24, 2022

Finally, we will have an updated, self-service survey engine released this year! Fire away those ad hoc surveys! “Longitudinal view” will allow analysis of individual response or account data over time (think tracking NPS of a B2B key account or high-impact customer over time).

B2B 90

B2B Journey mapping B2C Benchmark 90

CSM Magazine

JUNE 12, 2023

The State of Omnichannel Authentication Survey , conducted by TransUnion, found that over half of the respondents reported an increase in the frequency of callers attempting to commit fraud. This type of fraud typically involves various techniques like social engineering, phishing, and account takeover schemes.

Contact Center 52

Contact Center Engineering Education Banking 52

Nicereply

MARCH 23, 2021

Andrew Spittle – His Twitter bio says Happiness Engineer at Automattic, but that’s being humble. Read his eloquent thoughts on customer service on his blog. Lisa Hunt – Support Engineer at Klausapp, former Customer Champion at Geckoboard, founder of London Support Lab. Ask him about his Lives of Adventure podcast!).

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

ConvergeOne

MARCH 16, 2021

Once they’ve gained entry, the social engineering and account-compromising happens. Depending on the survey, the numbers suggest that at least 8 out of 10 callers prefer to be authenticated using voice biometrics over traditional knowledge-based authentication. Being one step ahead. Voice biometrics also streamlines conversations.

Contact Center 71

Contact Center Interactive Voice Response Average Handle Time Self service 71

Creative Virtual

OCTOBER 7, 2020

By Laura Ludmany, Knowledgebase Engineer. Conversation surveys are not only important to measure the performance of the tool. We offer traditional surveys, which measure if a specific answer was classified as helpful or not by the user and if it saved a call. Is this valuable data lost?

Customer Service 52

Customer Service Morale Surveys Analytics 52

Natalie Petouhof

AUGUST 15, 2022

This could mean eliminating pain points in the customer journey, developing new products and services, or developing self-service tools and technologies that increase convenience. Companies that lack sufficient Systems of Listening rely on what they’re told in customer satisfaction surveys or focus groups.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

Playvox

JANUARY 12, 2022

This is why Playvox recently acquired London-based Prodsight, a rapidly growing customer service AI solution with sentiment analysis, AI-driven text analytics from interactions and survey feedback, and automated ticket tagging. It automatically categorizes feedback into product, service, billing, and other issues.

Contact Center 52

Contact Center Feedback Surveys Analytics 52

Nicereply

OCTOBER 12, 2021

What data is most often requested from a senior support or engineering team to help solve a case? Tools like Pendo can also help the support team identify problem areas and build real-time guides to improve self-service and reduce repetitive questions. Survey feedback provides more useful knowledge for your agents.

SaaS 118

SaaS Self service CRM Feedback 118

Nicereply

JUNE 18, 2019

Customer feedback surveys are the bread and butter of support—whether you’re sending out customer satisfaction surveys (CSAT), net promoter score surveys (NPS), or asking about customers’ effort (CES) with your product, your team has probably asked a customer to rank you on a scale in the past year.

Surveys 94

Surveys Self service Construction Feedback 94

GetFeedback

AUGUST 16, 2018

CSAT surveys measure how customers feel about a specific interaction or experience. To conduct a CSAT survey, you ask: How would you rate your overall satisfaction with the service you received? Just add it to your survey, customize your question, and begin distributing CSAT surveys after support interactions.

Metrics 79

Metrics Customer Service Surveys Self service 79

3CLogic

JULY 8, 2022

With inflation soaring, stocks tumbling, and consumer sentiment dwindling, it’s not difficult to see why a recent survey shows that experts predict there’s a 44% chance of entering an economic downturn within the next 12 months. What started as a few whisperings in early 2022 has become a near certainty — the U.S. Hire The Right People.

Best practices 52

Best practices Contact Center Management Analytics 52

Nicereply

SEPTEMBER 28, 2021

Will this tool be ready out of the box, or will you need engineering time to get it up and running? Take into account that customer service software implementation depends on various factors, like your business’ workflows, integrations, related apps, required customizations, schedule, etc. Customer Feedback Survey.

Customer Service 98

Customer Service call center software Surveys Analytics 98

DMG Consulting

FEBRUARY 25, 2019

Powerful speech engines, increasingly delivered via the cloud, send reminders to agents to give required disclosures within prescribed time frames, identify potential fraud situations before protected information is released, and deliver timely guidance on the right product or service. VoC Unfiltered.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

delighted

DECEMBER 7, 2021

Lastly, we’ll explore why customer experience surveys are essential when developing your own user-focused product strategy. They worked to create a product that has a seamless self-service experience for all new users, that allows cross-collaboration to promote to new users, and that focuses on end-user satisfaction and happiness.

B2B 74

B2B Enterprise Surveys Feedback 74

Solvvy

OCTOBER 18, 2022

It can speed search engines to provide relevant results, help e-commerce websites personalize recommendations, monitor manufacturing equipment to take action for worker safety, and more. Some of the most popular use cases of conversational AI virtual assistants and chatbots include: Customer Service. Customer Research and Feedback.

Chatbots 62

Chatbots Self service Journey mapping Entertainment 62

CSM Magazine

DECEMBER 2, 2020

Customer demands are greater and more complex – in a recent Calabrio survey, one of the key findings was that the pandemic has caused heightened customer expectations, with 3 in 4 respondents believing that this will remain long after the acute crisis subsides. What’s in store for 2021? What does 2021 have in store for you?

Analytics 72

Analytics Self service Government Engineering 72