VHT

OCTOBER 11, 2018

And it’s very common for people to jump from self-service to the contact center. In fact, a 2017 inContact study found that 67% of self-service users want to work with an agent, especially if the call is urgent or sensitive. Immediate Gratification. So they’ll expect immediate gratification any time they contact you.

Best practices 48

Best practices Contact Center Self service Entertainment 48

Playvox

JANUARY 13, 2022

Workers are gaining strength in the workplace, driven by social changes, labor shortages, and a shift in personal priorities. As an example, 35% of surveyed CEOs report expanding employee benefits in the last twelve months in an effort to reduce employee churn. . 2022 just might be The Year of the Contact Center Employee.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

VHT

OCTOBER 18, 2018

Chatbots using natural language processing (NLP) can conduct email or text conversations that promote add-on products, offer extended warranties or link to entertaining and educational videos. The bot features a cheeky personality and will discuss late-night snacks, tv re-runs and weekend plans to help the involuntarily awake pass the time.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

TechSee

JUNE 25, 2019

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. Using biometrics, agents can recognize customers, and greet them in a personal manner. Predictive personalization. Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122

Callminer

AUGUST 1, 2017

Prior to co-founding C3 Metrics, Greenfield was a recognized thought leader in the area of Branded Content as publisher of Branded Entertainment Monthly, a joint effort with VNU Media, detailing industry statistics, gaps, and trends. If a QA person is responsible for delivering coaching/feedback, it can be time-consuming.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

JivoChat

JULY 27, 2021

Until a few decades ago, business was personal. Delivering personalized engagement is a way to generate a loyal customer base that comes back again and again. Engaging customers in a personalized, relevant manner helps move your relationship from one-off transactions to a mutually beneficial relationship.

Gamification 52

Gamification Chatbots Sales Feedback 52

aircall

FEBRUARY 24, 2017

For every person who decides you’re not their cup of tea, one might think, “this is the perfect brand for me”. You want to involve customers in a relationship which seems both personal and genuine. As is the case with customer self-service , often a customer will appreciate their engagement being rewarded by a simplified experience.

Entertainment 90

Entertainment Advertising Customer emotions Personalization 90

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TechSee

NOVEMBER 26, 2019

The Taylors were delighted with their smart security system and decided to expand their connected home to include smart entertainment and HVAC systems. According to data from a new smart home experience survey , the Taylors are not alone in needing more effective support. Consumers’ growing demand for visual self-service.

Surveys 104

Surveys Self service Entertainment Contact Center 104

TechSee

MAY 7, 2019

He called customer services, who repeated the same instructions he’d just read in the manual – and he still couldn’t make heads or tails of them. 2019 Survey: NFF Returns. The survey demonstrates that 41 percent of us have returned a non-defective item in the past 12 months. Back to the store. percent), small gadgets (20.3

Surveys 107

Surveys Entertainment Education Self service 107

Connecting the Dots

OCTOBER 20, 2021

Our survey of over 2,500 customers found customers were delighted with customer delight formulas ranging from enthusiasm and empathy to humor and heroics. In fact, many companies say the best service is no service and try to get the customer to self-service, thus missing an opportunity to “connect” or delight the customer.

Entertainment 62

Entertainment Coaching Airlines B2B 62

COPC

MAY 16, 2018

This information can be found in a variety of ways, including benchmarking competitors, consumer research, customer surveys and focus groups. For instance, would customers rather be placed on hold for a live person, be placed in a call-back queue, or be transferred to an IVR system to self-service? Customer feedback.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

C Space

MAY 22, 2020

Historically, the in-person Perspectives event drew fewer than 1,000 B2B registrants, but this year more than 40,000 B2B and B2C users registered for the new experience, of which 79% were net new leads with more than 50% considered decision-makers at their organization. No way no how. Clorox products will soon be visible at United’s hubs.

Airlines 52

Airlines B2B B2C Entertainment 52