ChurnZero

OCTOBER 9, 2020

If you’re new to customer satisfaction surveys and have searched the topic online, then you already know that there’s a trove of information on the subject. So, as your research primer and to help you get up to speed, we created an abbreviated guide that covers three of the most popular survey types: NPS®, CSAT, and CES.

Surveys 75

Surveys Benchmark Feedback industry standards 75

ShepHyken

DECEMBER 28, 2018

For instance, there’s more takeout food and alcohol consumption, and instead of attending live events or lectures, millennials turn to the internet. Business Insider recently reported on a survey in which 69% of millennials said they learn more from technology than from people. Compare that with 10-15 hours of screen time!

Customer Service 251

Customer Service Self service Customer Support Scripts 251

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

MARCH 10, 2021

It’s a journey that enables organizations to add vision to more digital touchpoints and allows for more advanced use cases such as visual self-service , while automating repetitive tasks over time. In 2021, remote support has become a standard in customer service and is here to stay. But the organization benefits as well.

Customer Service 109

Customer Service Self service Surveys Chatbots 109

Totango

MARCH 21, 2023

Finally, delivery happens via varied communication mechanisms such as self-service documentation portals, newsletters, and reviews that come together to make a meaningful impact on both sides of the equation. Visit our events page frequently for future updates of where we’ll be. Don’t forget to make your feedback scalable.

Journey mapping 81

Journey mapping Benchmark Metrics Surveys 81

Fonolo

OCTOBER 29, 2019

It’s hard to get clear, objective data about the overall state of self-service technology. They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. Optimize Your Self-Service Channels.

Self service 80

Self service Call Center Interactive Voice Response Chatbots 80

ShepHyken

SEPTEMBER 13, 2019

In the event you’re lacking the knowledge required to respond to a query, take the time to research the topic and find the best possible answer. . In a survey conducted of 400 consumers and 100 businesses, 95% of respondents said they would prefer slower support if it meant the quality of help was higher. Be sure of your answers.

Customer Experience 277

Customer Experience Technical Support Self service Best practices 277

ProProfs Blog

MAY 13, 2020

Google CEO, Sundar Pichai explained in a company event, “Our goal is to build a personal Google for each and every user. According to a survey, 90% of leading marketers believe that personalization significantly leads to business profitability. Personalize the ‘Self-Service’ Experience.

Personalization 167

Personalization Customer Service Self service Feedback 167

Fonolo

AUGUST 22, 2019

Power and Associate’s annual customer satisfaction survey , speaking with a customer service rep is the lowest-rated utility customer service channel in terms of customer experience. Self-Service Success Rate. There are a whole number of self-service metrics your utility contact center should be tracking.

Metrics 87

Metrics Contact Center Self service Call Center 87

TechSee

FEBRUARY 21, 2022

80% of US survey respondents indicated that they accelerated their AI adoption over the past two years. Other surveys show that 50% of companies plan to spend more on AI, with 20% saying they would be “significantly” increasing their budgets. There is a good reason for their optimism. Target Marketing and Advertising. Boost Staffing.

Automotive 109

Automotive Transportation Telecommunications Self service 109

ProProfs Blog

MAY 13, 2020

Google CEO, Sundar Pichai explained in a company event, “Our goal is to build a personal Google for each and every user. According to a survey, 90% of leading marketers believe that personalization significantly leads to business profitability. Personalize the ‘Self-Service’ Experience.

Personalization 148

Personalization Customer Service Self service Feedback 148

Real Blue Sky

DECEMBER 15, 2022

PingIdentity surveyed 3,400 global consumers in 2021 about how they felt about online businesses using their customer data. More Self-Service Features Circling back to our theme of hyper-convenience, customers want their concerns addressed quickly – often faster than a human agent is capable of! Don’t discount third-party data.

Self service 52

Self service Chatbots Wireless Analytics 52

Real Blue Sky

DECEMBER 15, 2022

PingIdentity surveyed 3,400 global consumers in 2021 about how they felt about online businesses using their customer data. More Self-Service Features Circling back to our theme of hyper-convenience, customers want their concerns addressed quickly – often faster than a human agent is capable of! Don’t discount third-party data.

Self service 52

Self service Chatbots Wireless Analytics 52

VirtualPBX

JULY 9, 2020

“ 33 percent of buyers surveyed rated the option of live chat during the research stage of their buying journey as one of the top three requirements for a best-in-class supplier.” This event was free, and needless to say, it was a virtual hit! Invest Efforts in Self-Service. ” – McKinsey Report.

B2B 100

B2B Self service Best practices Virtual Agent 100

Enghouse Interactive

JULY 30, 2021

For high emotion scenarios, the survey asked respondents to imagine a scenario in which the wrong product was sent to them, meaning they will have to return it. 19% of the consumers in the survey said they would prefer to call, while 17% would use chat. 2 High urgency: self-service delivers fast answers.

Customer Service 75

Customer Service Self service Surveys Customer Experience 75

Upstream Works

JANUARY 26, 2021

The pandemic was an unforeseen event and, while very disruptive, there is also an opportunity for contact centers to adapt. Provide enhanced self-service options. COVID-19 has forced all businesses to reset, no matter how far their contact centers are in their digital transformation journey. Make it easy to do business online.

Contact Center 78

Contact Center Self service Technology Surveys 78

Fonolo

OCTOBER 29, 2019

It’s hard to get clear, objective data about the overall state of self-service technology. They report a 62% increase in service call duration since 2004. The net impact of self-service is to take simpler transactions off the plate of the call center agent. Optimize Your Self-Service Channels.

Self service 52

Self service Call Center Interactive Voice Response Chatbots 52

ShepHyken

AUGUST 1, 2017

Pega published its study after surveying 6,000 consumers across six countries. Jeff works closely with industry analysts and has been a frequent presenter at industry events on subjects including consumer engagement strategy, customer analytics, digital marketing and customer journey best practice.

Education 190

Education Self service CRM Best practices 190

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. In the event that one department is extremely busy and another is under-allocated, managers should be able to redirect agents to areas where they are needed most.

Interactive Voice Response 98

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

CSM Magazine

FEBRUARY 6, 2024

It’s not just about keeping score; it’s about enhancing every aspect of the event experience, from ticket sales to concessions, all in real-time. Stay tuned as I dive into how Oracle EPM is revolutionizing the game for stadiums, making every event a win-win for everyone involved.

Entertainment 52

Entertainment Finance Consulting Consulting 52

Method:CRM

MARCH 8, 2023

Is customer experience the same as customer service? Although customer experience can be mistaken for customer service, there’s a clear difference between the two. Customer service refers to a single event in the customer journey. But how do you measure your current customer experience?

Customer Experience 89

Customer Experience CRM Self service Accountability 89

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. In 2020 The Petrova Experience conducted a leadership survey across industries. Contactless and Self-Service are Here to Stay.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

TechSee

JANUARY 2, 2019

A gathering place for the world’s top business leaders and pioneering thinkers, this year’s event focuses on n an important theme: resilience. Whirlpool, a global leader in smart appliances, shares insights from their global survey. Why a must see: Because you want to know the facts.

Entertainment 174

Entertainment Surveys Technology Education 174

Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. Few events have tested the modern contact center—and exposed its shortcomings—like the 2020 pandemic.

Contact Center 98

Contact Center Self service Call Center Analytics 98

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. 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.

Customer Service 87

Customer Service Chatbots Healthcare Wait times 87

Tethr

APRIL 30, 2020

Companies have long been shifting more and more toward self service to keep up with the demands of the people. Today, 67 percent of customers prefer self-service over speaking to a company representative. Digital channels such as websites, chatbots and apps were designed to fulfill this vision of self service.

Agent Empowerment 68

Agent Empowerment Self service Feedback Surveys 68

Babelforce

OCTOBER 27, 2021

They work by collecting feedback from social media, messages, and surveys. These tools model customer behaviors and preferences, often with the goal of predicting the contact volume which will be driven by specific events. Self-service Analytics. Predictive Analytics.

Call Center 52

Call Center Analytics Self service Feedback 52

Nicereply

NOVEMBER 16, 2022

Sending surveys sent right after a support interaction increases your chances of getting a response, be it Customer Satisfaction (CSAT) and Net Promoter Score (NPS) surveys. With Nicereply , you can add a survey to every agent’s email signature, meaning customers can provide constant feedback. Example: Helpjuice, Stonly.

Management 98

Management Analytics Feedback Surveys 98

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? Most customer service requests ebb and flow. For example: Customer Self-Service.

Customer Service 90

Customer Service Chatbots Self service Customer Support 90

Solvvy

FEBRUARY 25, 2020

According to an Aircall survey on this topic , when it comes to phone support, 90% of customers said that a five-minute hold time was too long, 60% said that two minutes was too long, and 29% said that one minute was the longest they were willing to wait. Long wait times to reach a customer support agent. How long is too long?

Customer Service 71

Customer Service Self service Wait times Surveys 71

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

Spearline

NOVEMBER 30, 2021

There are however some simple steps organizations can take to improve their customers’ experience on their voice channel to prevent negative or unwelcoming events from occurring. While digital communication channels are everywhere in today’s customer service, most people still prefer to call brands when they need assistance.

Customer Experience 105

Customer Experience Telecommunications Coaching Call Center 105

Upstream Works

SEPTEMBER 1, 2020

Lean into different methods of training, such as team building, company events, multimedia training that can be completed alone, as well as regular job and skills training. Conduct regular anonymous surveys to learn how you can better support your team and keep them engaged. Utilize Self-Service Options.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Lumoa

JUNE 23, 2021

However, as these contact centers that ran on legacy solutions and on-premise systems grow obsolete while the world hurtles to a cloud-hosted future expedited by the pandemic, the world has been witness to a new phenomenon called contact-center-as-a-service (CCaaS).

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Callminer

DECEMBER 17, 2019

Although most of your business’s tools and employees may work well together, there can still be a need for internal support providers who can give guidance or link distant divisions together efficiently in the event of difficulties arising at any time. A surprising number of call centers are headquartered in the U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

NICE inContact

MAY 9, 2019

There is also growing use of the cloud technology’s new self-service features in the IVR — another way for callers to quickly get the information they need and for caseworkers to increase their efficiency.

Interactive Voice Response 54

Interactive Voice Response Self service Contact Center Government 54

VocalCom

OCTOBER 22, 2018

Not everyone remembers when a payment is due or when a sales event may begin. For example, retail brands may send information about holiday sales events and offer special services such as gift wrapping. By anticipating your customers’ needs, you can ensure that they never miss an important deadline or event.

Contact center software 48

Contact center software Airlines Interactive Voice Response Surveys 48