TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Trends 195

Trends Self Service Contact Center Omni-Channel 195

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. 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.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. This means getting out of your office and actually engaging face to face with real live customers. Use mystery shopping, ethnographic research, focus groups etc.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. This means getting out of your office and actually engaging face to face with real live customers. Use mystery shopping, ethnographic research, focus groups etc.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

Comm100

JUNE 13, 2018

According to a study by Inmar , 72 percent of coupons used in 2016 affected purchasing behavior , usually by encouraging shoppers to buy a product they otherwise would not have. E-commerce businesses can then set automated proactive chat messages to engage website visitors with personalized content directly on their webpage.

Tips 186

Tips Self Service e-support Social Media 186

Talkdesk

JUNE 14, 2016

This week, we’re looking into self-service. Self-service is exactly what it sounds like: It’s when customers help themselves, rather than engaging with a company representative. Here are a few insights we found from around the web on self-service: Self-Service Revolution Ignites the Customer Experience.

Self Service 40

Self Service Customer Experience Contact Center Omni-Channel 40

transcosmos Information Systems

MAY 10, 2017

These demands have left companies feeling pressured as they try to please customers with limited customer service personnel. No wonder self-service is expected to grow from $4.33 billion in 2016 to $9.38 What is Customer Self-Service? Why Self-Service is Important?

Self Service 48

Self Service Knowledge Base Social Media Study 48

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Eliza (@eliza_jacobs) September 20, 2016. Vision Critical (@visioncritical) September 20, 2016. Amanda White (@iamAMLW) September 20, 2016.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Tricia Morris

OCTOBER 28, 2015

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Expectations for, and of, self-service are growing at a rapid pace. But making things easier always begins with hard work.

Self Service 40

Self Service Virtual Agent ROI Tips 40

Martin Hill-Wilson

FEBRUARY 16, 2016

I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. At the very least, they are a transformational opportunity to redefine customer engagement. At the very least, they are a transformational opportunity to redefine customer engagement.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Tricia Morris

APRIL 8, 2016

As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. Forrester estimates that an average of $22 million is spent annually in unnecessary service costs due to channel escalation – and this is in the retail industry alone. Satisfied when they leave?

Self Service 40

Self Service Report Retail Survey 40

SaleMove

SEPTEMBER 17, 2020

When PSECU, Pennsylvania’s largest credit union, implemented Glia’s chat functionality back in 2016, they saw a large increase in chat volumes and knew they needed to find a way to continue to provide the same level of excellent service for their members.

Self Service 95

Self Service Case Study Chatbots Study 95

TechSee

JULY 3, 2018

According to research and consulting company Tractica , expanding use cases for mobile AR will lead to growth from 343 million unique monthly active users (MAUs) globally in 2016 to nearly 2 billion MAUs by 2022. The post How AR Instruction Manuals Drive Superior Product Engagement appeared first on Techsee.

Engagement 128

Engagement Consumers Interaction Banking 128

TechSee

MAY 1, 2018

While more than 90% of utility companies’ overall budget is dedicated to infrastructure and other operating costs, with less than 10% allocated towards customer service, the picture is very different when it comes to AI. Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service.

Self Service 132

Self Service Analytics Call Center Report 132

ShepHyken

MAY 30, 2016

The Great Customer Service Debate by Judith Aquino . 1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service? More and more customers are accepting and actually hoping for self-service solutions and other types of automation. by Adrian Swinscoe .

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

TechSee

JUNE 5, 2018

trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. For example, while CSPs are eager to increase the usage of their self service apps, adoption has been relatively low (estimated as below 30%). 2 Co-browsing and Visual Support.

Trends 116

Trends Self Service Chatbots Technology 116

Bold360

MARCH 9, 2017

As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers. Self-Service for the Win.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Comm100

FEBRUARY 20, 2018

Chatbots are like evolved self-service portals or advanced knowledge bases. And customers appreciate the self-service nature of Chatbots. Nearly 50% of consumers already engage in automated conversations with Chatbots. Here are some ways that Chatbots help businesses save: Reduced Operational Costs.

Chatbots 180

Chatbots Self Service ROI Contact Center 180

Tricia Morris

APRIL 1, 2016

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In Microsoft’s Global State of Customer Service Report, 90% of consumers surveyed now expect a company website to include a self-service application.

Infographics 40

Infographics Self Service Customer Service Report 40

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Look at channels such as self-service and chat to give instant answers, ensuring that time-poor consumers don’t have to wait for a response to their email or social media messages.

Connections 72

Connections Self Service Social Media Innovation 72

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Avaya

OCTOBER 7, 2016

Despite playing such a crucial role in customer engagement, contact centers don’t always get the attention they deserve. Most customers also understand that there may be periods of high service calls, but they expect to have alternatives, in the form of call backs or self-service options.

Contact Center 81

Contact Center Customer Experience Self Service Omni-Channel 81

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Looking further ahead, Forrester sees products themselves containing self-service capabilities to automatically provide information to users.

Self Service 48

Self Service Customer Service Contact Center CRM 48

Tricia Morris

JUNE 13, 2016

Here are three striking sneak-peek statistics from Microsoft’s 2016 State of Global Customer Service Report and we welcome you to join us for the full report reveal. 56% of global consumers say they have higher expectations for customer service now than they had a year ago.

Report 40

Report Customer Service Self Service Social Media 40

CX Journey

AUGUST 18, 2016

When customers use the social login, they grant Dafiti permission to capture their social profile to be used for personalized messages, product recommendations, and a personalized website, all of which increase engagement and conversion rates. These digital channels address the customer need for convenience.

Touchpoint 80

Touchpoint Self Service Multi-Channel Fashion 80

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016. Average performance becomes the norm?

Self Service 48

Self Service Customer Service Entertainment Fashion 48

ShepHyken

AUGUST 1, 2016

There are plenty of unique ways to engage your community and boost your social following, each of which helps customers get to know the names and faces behind your brand and stay loyal to your product or service. I’m still amazed at the companies that aren’t taking advantage of engaging with their customers through social.

Social Media 48

Social Media Customer Service Self Service B2C 48

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Selecting customer service software can feel overwhelming and the software market is teeming with options, information and opinions.

Software 92

Software Tools Customer Service Self Service 92

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. However, simply focusing on topline growth actually undersells the impact of good customer experience and superior service.

ROI 50

ROI Self Service Customer Experience Airlines 50

Martin Hill-Wilson

JANUARY 29, 2016

Smartphone addicted customers increasingly use their ‘third hand’ for all engagement touch points including customer service. Visual IVR becomes the GUI of choice: delivering omni-channel fluency together with an infinitely more intuitive way of engaging with service options, relative to its audio equivalent.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

Verint

MARCH 22, 2018

I love to see new stats and research about the future of customer engagement. Today, we released a large-scale study of more than 36,000 consumers across 18 countries that challenges all of us to think about how we can deliver a customer experience that will truly engage customers from today into 2030 and beyond.

Customer Engagement 38

Customer Engagement Self Service Engagement Infographics 38

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Read the full post here.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. Linguistics is one way to deliver this. Share this page on: Tweet. Share this page on: Tweet.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Avaya

JUNE 7, 2016

The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. This Snap-in includes Moxtra’s Dynamic Task Type for Avaya Engagement Designer.

Innovation 40

Innovation Self Service Contact Center Customer Satisfaction 40

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Tricia Morris

DECEMBER 18, 2015

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Nancy Friedman: Customer Service Keynote Speaker and Trainer. •

Trends 40

Trends Chief Customer Officer Customer Service eBook 40