COPC

SEPTEMBER 9, 2019

In the past, the organization of a typical contact centre was like a tall chimney – agents, products and operations were all lined up vertically, and each function did its own thing in its own silo, but no person or department was able to clearly see the whole picture. By the middle of 2018, the average daily volume of self-service was 4.84

industry standards 40

industry standards Self service Strategic Value Finance 40

COPC

SEPTEMBER 3, 2019

We also realised that consumers in China are very keen to adopt technology-empowered customer service. Rather than just using the traditional assisted channels (such as person-to-person contact centres), Chinese consumers are willing to search for resolution via unassisted channels. million from over 300 million users.

industry standards 40

industry standards Enterprise Technology Self service 40

ClearAction

MAY 29, 2016

Self-service has skyrocketed, allowing 24×7 ability to specify or learn of changes; for instance, customers can get a real-time text message that a flight gate number has changed. From the customer’s viewpoint, they certainly want everything provided by Marketing to be easy and personalized.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 4, 2019

Enables Customer Success teams to become more knowledgeable about which of their success factors and interventions create the most adoption/usage/value for customers (meaning teams can adjust resources for maximal impact). Increases self-service for customers across all segments.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JANUARY 4, 2019

Enables Customer Success teams to become more knowledgeable about which of their success factors and interventions create the most adoption/usage/value for customers (meaning teams can adjust resources for maximal impact). Increases self-service for customers across all segments.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49