INDUSTRY INSIGHTS YOUR PEERS ARE READING
Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. So how can companies deliver faster service to more queries, while improving efficiency? MORE
IVR systems are among the best technologies for empowering customers through automated service. Here are five ways IVR can power great customer service in your contact center. For example, a customer may obtain information about a bank balance or delivery, or he may be connected to an agent who can assist him with a complex service situation. Faster service with visual IVR. The system may be set up to help customers self-serve if they have simple requests. MORE
First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. Be sure to streamline the service process across all channels and departments. Empower customers through self-service. But what do these numbers really say about loyalty? The truth is, not much. While resolving an issue quickly may restore faith in a customer, minimizing his effort to begin with is the greatest way to earn his trust. MORE
Unlike multichannel service, omnichannel customer service considers the entire customer journey, and manages the escalations and transitions between channels and customer service representatives that sometimes need to occur to successfully resolve a customer issue. MORE
When your company defines great customer service, what are the key factors? No matter what your brand’s definition may be, customer service needs regular quality monitoring just like any aspect of your company. Here are five steps for successful monitoring of your customer service practices that will keep your brand ahead of the game. Analyze service interactions across all channels. Analyzing your service channels may reveal areas where agents need to improve. MORE
Display product reviews prominently, and designate customer service agents to monitor them. Ambassador cites that 71% of customers who have had a good social media service interaction with a brand are likely to recommend it to others. MORE
Date: Friday, October 6, 2017 3 reasons why multichannel customer service is important to NHS BSA. Author: Pauline Ashenden NHS Business Services Authority provides a range of critical central services to NHS organisations, NHS contractors, patients and the public. MORE
Offering your customers quick and efficient service is likely to win their satisfaction. When your service turns proactive, satisfaction turns into awe. Here are five ways to impress your customers by giving them the service they didn’t even know they wanted. For example, retail brands may send information about holiday sales events and offer special services such as gift wrapping. Make your self-service spectacular. MORE
Multichannel capabilities. Cloud Contact Center Connected Customer Experience Interactive Services cloud cloud contact center contact center csat customer experience customer satisfaction customer service CX CX maturity multichannel preference management Self Service MORE
IVR systems guide customers towards a specialized support agent or accessing a self-service solution. Multichannel Support Customer Support MORE
5 Considerations When Building Multichannel Customer Support. But other platforms such as SMS, social media, live chat and self-service have all seen significant rises in popularity and use. Here’s a breakdown of best practices for successful multichannel customer service:(.). MORE
Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs. MORE
In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. If a self-service channel fails to work, for example, the customer is likely to pick up the phone for further support. You can only offer great service when you know what your customers expect from you. Digital customer service is here to stay, but no channel offers a human touch more than voice. MORE
The more companies strive to implement technology in their customer service practices, the more they struggle to offer seamless experiences. For example, ask customers to use passwords to access accounts, and ensure that customer service agents do the same when using data. Enable self-service. Such information can be used to create targeted promotional offers, offer personalized video content, make product recommendations, and improve service communications. MORE
When designing great customer experiences, every brand should think about its self-service. Here are five rules for creating self-service options that truly benefit your customers. Self-service usually indicates the absence of human agents, but there are times when human intervention may be necessary. Analyze customer feedback and service transcripts to determine recurring questions. MORE
On one hand, they are excellent for responding to customer service inquiries. Offer excellent customer service. First and foremost, your social channels should be used to deliver great customer service. Ad Week notes that 54% of customers actually prefer these channels for service over phone and email. Your customer service agents therefore need to monitor and respond to inquiries in a timely manner. MORE
Technology call center chatbots contact center IVR self-service proactive outbound text chat understaffingOur annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle to gain budget approval for additional staff remain pain points for many centers. While technology is not a “white knight” riding in to solve the staffing problems, I’m willing to bet […]. MORE
According to a recent study by West Unified Communications Services, 74% of the customers surveyed were frustrated that service was only available during business hours. If offering live agent support at all times is not possible for your brand, these six tips will help you deliver exceptional 24/7 service that your customers will love. Offer self-service options. Customers can save time if you offer them self-service options. MORE
In today’s multichannel, multi-device world, the contact center bears the brunt of many complex consumer problems. With so many digital channels available for self-service, many consumers view the contact center as a last resort. MORE
Here are five specific reasons why customers love them—and how you can improve your service with the help of these digital assistants. They get 24/7 customer service. They love the benefit of self-service. MORE
While your service may need some improvement, there’s no need to get nervous or irritated. These customers are doing you a favor—if many people have the same concerns, it’s actually easier for your customer service team to satisfy many customers at once when those issues are tackled. Here are five common service complaints that brands experience—and how you can resolve them to your customers’ satisfaction. In these instances, self-service options are best. MORE
In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside, an enterprise. The purpose of these efforts is to create and augment value to the customer and meet the tactical and strategic corporate goals to improve overall customer service. MORE
Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Self-service Videos Brad Cleveland customer access customer access strategy multichannel self-service MORE
Customer experience call center customer satisfaction customer service digital digital transformation Intelligent self-service multichannel customer service omnichannel customer service social customer service web customer service MORE
When the idea of artificial intelligence for customer service was first introduced, many people were skeptical. Would customers actually receive better service? And customers are actively using AI support: According to Business Insider, 67% of consumers worldwide used chatbots for customer service in the past year. Here are five ways in which chatbots enable efficient customer service. Simple chatbots enable self-service. MORE
Customer experience average handle time call containment call deflection contact center containment rate customer satisfaction customer service first contact resolution Intelligent self-service IVR misrouted calls multichannel customer service omnichannel customer service quality measures MORE
Just as a company website may enable customers to make purchases and find answers at any hour, an IVR system needs to offer self-service benefits around the clock. Tell customers upfront if agents are unavailable at a certain hour, and offer them other self-service options. Cloud Computing Call center Chat Contact Center contact center software Customer feedback Effortless Live chat Multichannel Omnichannel Self-Service Surveys Visual IVR MORE
As artificial intelligence continues to change the way in which companies interact with customers, chatbots remain a key player in delivering this modern form of customer service. However, many customer service experts warn that using this form of AI correctly is essential to improving service—if your company does not design them well, their efforts will backfire and lead to customer frustration. Here are five tips to consider when using chatbots for customer service. MORE
While self-service is key to helping customers find information quickly, IVR is an essential tool for making it happen. Here are five key benefits of IVR that make it so vital to creating seamless self-service experiences. IVR systems provide many rich features that enhance the self-service experience. As smartphone use continues to grow, it’s imperative for brands to offer mobile-optimized customer service. MORE
While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Here are five ways in which your brand may use AI to deliver proactive customer service. Use text analytics to offer superior service. You may also identify information that can be used to offer more personalized service. Make self-service more efficient. MORE
In our digital age, great customer service often means giving customers quick and easy options on the go. While some may argue that customer experiences have become more impersonal as a result, brands may add a personal touch to their service by maintaining a conversational approach and treating each customer as an individual. Here are six ways to give digital customer service an authentic human touch. MORE
Artificial intelligence enhances self-service while making customer experiences more personalized. Big data can be used in many ways to provide proactive service. Such information can help improve service practices by revealing where agents may need more training. The technologies used in modern contact centers are instrumental in delivering great customer experiences. MORE
While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. In addition, customer service hours should be accurate, and all content should be updated to reflect brand-related news. Give customers reliable self-service options. Many people like the idea of self-service, as it can save time and effort. Self-service is only favorable to customers if it makes their lives easier. MORE
In particular, mobile customer service and commerce have seen tremendous transformations, enabling customers to receive assistance and make purchases effortlessly. Automated customer service. Self-service is the ultimate way to save customers time and effort. As Grand View Research points out, 45% of customers prefer chatbots as their primary means of communication for customer service. Stronger customer service communications. MORE
At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. Here are five ways to optimize self-service practices and empower your customers in the process. Integrate self-service with your omnichannel strategy. MORE
Self-service options are excellent for saving customers effort. According to Glance, 67% of customers hang up the phone when they are unable to reach a service representative. If you are using chatbots to provide service, make sure that human agents work alongside them. Offering them products and services based on their preferences is one way to do so. What do customers really want? MORE
Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. How many organizations are using various contact channels? MORE
While rapid service is in great demand these days, sometimes your customers actually want to slow down and write you a thorough message. According to Forrester, email is actually the most commonly used digital channel for service, with 54% of customers having used it in the past year. Email might actually be a step toward helping the customer use self-service. The post 6 Tips for Sending Perfect Customer Service Emails appeared first on Vocalcom Blog. MORE
VocalCom
OCTOBER 24, 2017
At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. Here are five ways to optimize self-service practices and empower your customers in the process. Integrate self-service with your omnichannel strategy.
VocalCom
APRIL 29, 2019
When designing great customer experiences, every brand should think about its self-service. Here are five rules for creating self-service options that truly benefit your customers. Self-service usually indicates the absence of human agents, but there are times when human intervention may be necessary. Analyze customer feedback and service transcripts to determine recurring questions.
Contact Center Pipeline
JULY 25, 2018
Technology call center chatbots contact center IVR self-service proactive outbound text chat understaffingOur annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle to gain budget approval for additional staff remain pain points for many centers. While technology is not a “white knight” riding in to solve the staffing problems, I’m willing to bet […].
Provide Support
JANUARY 3, 2017
5 Considerations When Building Multichannel Customer Support. But other platforms such as SMS, social media, live chat and self-service have all seen significant rises in popularity and use. Here’s a breakdown of best practices for successful multichannel customer service:(.).
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experience, but 56 percent of consumers still switched service providers in the last year alone. Given the high demands of today’s customers, if agents fail to meet service expectations, customers. Tweet this Self-service communication options do little to quell.
Brad Cleveland
DECEMBER 15, 2015
Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Self-service Videos Brad Cleveland customer access customer access strategy multichannel self-service
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Eptica
JUNE 15, 2016
Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs.
Verint
FEBRUARY 23, 2016
Unlike multichannel service, omnichannel customer service considers the entire customer journey, and manages the escalations and transitions between channels and customer service representatives that sometimes need to occur to successfully resolve a customer issue.
ForeSee
JUNE 18, 2015
In today’s multichannel, multi-device world, the contact center bears the brunt of many complex consumer problems. With so many digital channels available for self-service, many consumers view the contact center as a last resort.
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experience, but 56 percent of consumers still switched service providers in the last year alone. Given the high demands of today’s customers, if agents fail to meet service expectations, customers. Tweet this Self-service communication options do little to quell.
|
Verint
SEPTEMBER 13, 2017
In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside, an enterprise. The purpose of these efforts is to create and augment value to the customer and meet the tactical and strategic corporate goals to improve overall customer service.
VocalCom
JUNE 17, 2019
Here are five specific reasons why customers love them—and how you can improve your service with the help of these digital assistants. They get 24/7 customer service. They love the benefit of self-service.
Brad Cleveland
MAY 8, 2015
Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. How many organizations are using various contact channels?
VocalCom
MAY 20, 2019
Display product reviews prominently, and designate customer service agents to monitor them. Ambassador cites that 71% of customers who have had a good social media service interaction with a brand are likely to recommend it to others.
UJET
MAY 14, 2019
IVR systems guide customers towards a specialized support agent or accessing a self-service solution. Multichannel Support Customer Support
Eptica
OCTOBER 4, 2017
Date: Friday, October 6, 2017 3 reasons why multichannel customer service is important to NHS BSA. Author: Pauline Ashenden NHS Business Services Authority provides a range of critical central services to NHS organisations, NHS contractors, patients and the public.
VocalCom
MARCH 26, 2018
While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. In addition, customer service hours should be accurate, and all content should be updated to reflect brand-related news. Give customers reliable self-service options. Many people like the idea of self-service, as it can save time and effort. Self-service is only favorable to customers if it makes their lives easier.
VocalCom
MARCH 18, 2019
While rapid service is in great demand these days, sometimes your customers actually want to slow down and write you a thorough message. According to Forrester, email is actually the most commonly used digital channel for service, with 54% of customers having used it in the past year. Email might actually be a step toward helping the customer use self-service. The post 6 Tips for Sending Perfect Customer Service Emails appeared first on Vocalcom Blog.
Nuance
MARCH 28, 2019
Customer experience average handle time call containment call deflection contact center containment rate customer satisfaction customer service first contact resolution Intelligent self-service IVR misrouted calls multichannel customer service omnichannel customer service quality measures
VocalCom
APRIL 1, 2019
IVR systems are among the best technologies for empowering customers through automated service. Here are five ways IVR can power great customer service in your contact center. For example, a customer may obtain information about a bank balance or delivery, or he may be connected to an agent who can assist him with a complex service situation. Faster service with visual IVR. The system may be set up to help customers self-serve if they have simple requests.
VocalCom
DECEMBER 11, 2017
While self-service is key to helping customers find information quickly, IVR is an essential tool for making it happen. Here are five key benefits of IVR that make it so vital to creating seamless self-service experiences. IVR systems provide many rich features that enhance the self-service experience. As smartphone use continues to grow, it’s imperative for brands to offer mobile-optimized customer service.
VocalCom
APRIL 15, 2019
On one hand, they are excellent for responding to customer service inquiries. Offer excellent customer service. First and foremost, your social channels should be used to deliver great customer service. Ad Week notes that 54% of customers actually prefer these channels for service over phone and email. Your customer service agents therefore need to monitor and respond to inquiries in a timely manner.
VocalCom
JANUARY 21, 2019
In particular, mobile customer service and commerce have seen tremendous transformations, enabling customers to receive assistance and make purchases effortlessly. Automated customer service. Self-service is the ultimate way to save customers time and effort. As Grand View Research points out, 45% of customers prefer chatbots as their primary means of communication for customer service. Stronger customer service communications.
VocalCom
APRIL 8, 2019
As artificial intelligence continues to change the way in which companies interact with customers, chatbots remain a key player in delivering this modern form of customer service. However, many customer service experts warn that using this form of AI correctly is essential to improving service—if your company does not design them well, their efforts will backfire and lead to customer frustration. Here are five tips to consider when using chatbots for customer service.
VocalCom
APRIL 22, 2019
While your service may need some improvement, there’s no need to get nervous or irritated. These customers are doing you a favor—if many people have the same concerns, it’s actually easier for your customer service team to satisfy many customers at once when those issues are tackled. Here are five common service complaints that brands experience—and how you can resolve them to your customers’ satisfaction. In these instances, self-service options are best.
VocalCom
FEBRUARY 12, 2018
The more companies strive to implement technology in their customer service practices, the more they struggle to offer seamless experiences. For example, ask customers to use passwords to access accounts, and ensure that customer service agents do the same when using data. Enable self-service. Such information can be used to create targeted promotional offers, offer personalized video content, make product recommendations, and improve service communications.
VocalCom
NOVEMBER 26, 2018
First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. Be sure to streamline the service process across all channels and departments. Empower customers through self-service. But what do these numbers really say about loyalty? The truth is, not much. While resolving an issue quickly may restore faith in a customer, minimizing his effort to begin with is the greatest way to earn his trust.
VocalCom
JUNE 18, 2018
According to a recent study by West Unified Communications Services, 74% of the customers surveyed were frustrated that service was only available during business hours. If offering live agent support at all times is not possible for your brand, these six tips will help you deliver exceptional 24/7 service that your customers will love. Offer self-service options. Customers can save time if you offer them self-service options.
Nuance
NOVEMBER 20, 2018
Customer experience call center customer satisfaction customer service digital digital transformation Intelligent self-service multichannel customer service omnichannel customer service social customer service web customer service
VocalCom
OCTOBER 15, 2018
Just as a company website may enable customers to make purchases and find answers at any hour, an IVR system needs to offer self-service benefits around the clock. Tell customers upfront if agents are unavailable at a certain hour, and offer them other self-service options. Cloud Computing Call center Chat Contact Center contact center software Customer feedback Effortless Live chat Multichannel Omnichannel Self-Service Surveys Visual IVR
VocalCom
JUNE 25, 2018
When the idea of artificial intelligence for customer service was first introduced, many people were skeptical. Would customers actually receive better service? And customers are actively using AI support: According to Business Insider, 67% of consumers worldwide used chatbots for customer service in the past year. Here are five ways in which chatbots enable efficient customer service. Simple chatbots enable self-service.
VocalCom
OCTOBER 22, 2018
Offering your customers quick and efficient service is likely to win their satisfaction. When your service turns proactive, satisfaction turns into awe. Here are five ways to impress your customers by giving them the service they didn’t even know they wanted. For example, retail brands may send information about holiday sales events and offer special services such as gift wrapping. Make your self-service spectacular.
VocalCom
APRIL 9, 2018
While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Here are five ways in which your brand may use AI to deliver proactive customer service. Use text analytics to offer superior service. You may also identify information that can be used to offer more personalized service. Make self-service more efficient.
VocalCom
MAY 21, 2018
Artificial intelligence enhances self-service while making customer experiences more personalized. Big data can be used in many ways to provide proactive service. Such information can help improve service practices by revealing where agents may need more training. The technologies used in modern contact centers are instrumental in delivering great customer experiences.
VocalCom
JULY 9, 2018
Self-service options are excellent for saving customers effort. According to Glance, 67% of customers hang up the phone when they are unable to reach a service representative. If you are using chatbots to provide service, make sure that human agents work alongside them. Offering them products and services based on their preferences is one way to do so. What do customers really want?
VocalCom
APRIL 2, 2018
In reality, while digital channels are used most prominently in today’s customer service, many people still call brands when they need assistance. If a self-service channel fails to work, for example, the customer is likely to pick up the phone for further support. You can only offer great service when you know what your customers expect from you. Digital customer service is here to stay, but no channel offers a human touch more than voice.
VocalCom
NOVEMBER 6, 2017
When your company defines great customer service, what are the key factors? No matter what your brand’s definition may be, customer service needs regular quality monitoring just like any aspect of your company. Here are five steps for successful monitoring of your customer service practices that will keep your brand ahead of the game. Analyze service interactions across all channels. Analyzing your service channels may reveal areas where agents need to improve.
VocalCom
JULY 17, 2017
In our digital age, great customer service often means giving customers quick and easy options on the go. While some may argue that customer experiences have become more impersonal as a result, brands may add a personal touch to their service by maintaining a conversational approach and treating each customer as an individual. Here are six ways to give digital customer service an authentic human touch.
West
NOVEMBER 1, 2016
Multichannel capabilities. Cloud Contact Center Connected Customer Experience Interactive Services cloud cloud contact center contact center csat customer experience customer satisfaction customer service CX CX maturity multichannel preference management Self Service
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