Remove Examples Remove Self service Remove Surveys Remove White Paper
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The Problem with Self Service

Beyond Philosophy

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Clearly, more Customers want self-service options.

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Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

CCNG

In this white paper we focus on the information made available to contact center agents. This white paper endeavors to bring together the latest research on customer pain points and agent challenges, as well as the best ways we see these pain points and challenges being successfully over­ come. How can this be done?

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4 Insightful Contact Center Reports You Should Be Reading

Fonolo

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.

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Bad News Does NOT Get Better With Age – Transparency & Customer Onboarding Are Critical, And All Too Often Poorly Performed

Connecting the Dots

An Example Of a Good and a Bad Customer Onboarding Experience. Both groups were surveyed on their satisfaction and views of SCE’s concern for conservation. Those customers receiving the email were 30% more satisfied with service and SCE, while only about half as many high bill complaints were received from them.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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Why Listening is a Key to Empathy in Customer Experiences

Natalie Petouhof

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Similarly, employee surveys can gather some actionable feedback. Clearly, there’s a gap to close.

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Transparency & a Customer Onboarding Process Are Critical And All Too Often Poorly Performed

Connecting the Dots

An Example of a Totally Bad Experience with a Customer Onboarding Process. Result : Both groups were surveyed on their satisfaction and views of SCE’s concern for conservation. Those customers receiving the email were 30% more satisfied with service and SCE, while only about half as many high bill complaints were received from them.