Steve DiGioia

JANUARY 9, 2017

Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. Technology, that’s it. This cutting edge technology can allow a customer to stand still while they virtually “try on” various articles of clothing.

Self Service 100

Self Service Chatbots Advertising Fashion 100

ShepHyken

SEPTEMBER 11, 2017

A perfect way to open a discussion about some very important customer service topics. 12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. Five Ways to Humanize Customer Service by Jeff Toister. Thanks for this great list of ideas.

Self Service 84

Self Service Customer Service Customer Service Training Customer Care 84

Kayako

JANUARY 5, 2017

These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. What goes into good self-service? Seven Help Centers we love.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Over two-thirds of customers prefer agent assistance over self-service.

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

Verint

SEPTEMBER 13, 2017

However, in the digital, multichannel customer engagement world of today, the evolving and more astute customer base has higher expectations, as well as a strong desire to do things themselves via self-service applications. 1 Ovum, The Advancement of Self-Service Solutions in Customer Engagement , April 2017.

Self Service 26

Self Service Management Contact Center Social Media 26

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. Optimizing technology. Likelihood to use leading-edge technology solutions.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Self-Service for Timeless Customer Support .

Self Service 66

Self Service Customer Experience Multi-Channel Call Center 66

Bold360

JUNE 22, 2017

Nanorep is Gearing Up for Chatbot Summit Berlin 2017, Attending as Sponsors, Speakers, and Looking Forward to Meeting You at Booth 31. Nanorep is gearing up for Chatbot Summit 2017 , taking place in Berlin Germany on June 26th. Nanorep is thrilled to be among the featured sponsors of the summit. Location/Time: 14:00 p.m.

Chatbots 69

Chatbots Self Service Leadership Technology 69

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

NICE inContact

JUNE 28, 2017

Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. New technology can enhance both agent-assisted and self-service interactions.

Report 120

Report Customer Experience Self Service Trends 120

CSM Magazine

FEBRUARY 1, 2022

Telefonica is now looking to deliver wider-scale digital services transformation for customers and employees, even higher productivity and further service innovations. Chris Lamberton, TrustPortal’s CEO said, “Our mission is to transform the digital experiences of employees and customers.

Self Service 52

Self Service Technology Multi-Channel Net Promoter Score 52

CSM Magazine

FEBRUARY 1, 2022

Telefonica is now looking to deliver wider-scale digital services transformation for customers and employees, even higher productivity and further service innovations. Chris Lamberton, TrustPortal’s CEO said, “Our mission is to transform the digital experiences of employees and customers.

Self Service 52

Self Service Technology Multi-Channel Net Promoter Score 52

Magellan Solutions

JULY 27, 2017

Both new and old challenges faced by the call center industry are being addressed with the help of technologies that are constantly being developed and upgraded to meet the ever-increasing expectations of customers. These are the trends of the call center industry this year of 2017: The growth of the cloud call centers. Contact us now!

Call Center 56

Call Center Trends Industry Report 56

Solvvy

SEPTEMBER 20, 2022

Chatbots for customer service leverage a brand’s existing resources, such as a knowledge base, FAQs page, or an online resources center. AI technology, such as natural language query (NLQ) and natural language processing (NLP), enables the platform to understand the question and provide a relevant answer.

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Now, with new technologies, companies are seeing that every voice interaction is a new opportunity.

Contact Center 40

Contact Center Self Service Call Center Video 40

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies. billion worldwide by 2025, with a CAGR of 22.9 Face and voice recognition.

Technology 122

Technology Customer Service Contact Center Gamification 122

NICE inContact

JANUARY 24, 2018

If one was to choose a subject that emerged as a unifying theme across the contact center market in 2017, it was artificial intelligence (AI). SmartAction – AI engine powers self-service across voice and digital channels using natural language processing (NLP). Artificial Intelligence.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Now, with new technologies, companies are seeing that every voice interaction is a new opportunity.

Self Service 40

Self Service Contact Center Call Center Video 40

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

ShepHyken

MAY 22, 2017

Losing the human touch from customer service can be bad for business by Business Matters. My Comment: Technology is changing the way we deliver customer service and support. My Comment: Technology is changing the way we deliver customer service and support. None of these allow for human-to-human interaction.

Customer Service 83

Customer Service Airlines Self Service Tips 83

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

Report 40

Report Self Service Customer Experience Contact Center 40

CSM Magazine

OCTOBER 27, 2022

Rob Crutchington at Encoded , discusses the rise of self-service payments and why it is time to take another look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions, boost agent performance and improve the customer experience (CX). Cash is no longer King. About the Author.

Self Service 52

Self Service Return on Investment e-support System 52

TechSee

APRIL 24, 2018

If the customer is technologically-challenged, or the model is slightly different, or the environment does not match the one in the video, the customer experience can be negatively affected. Imagine that a telecom company launches a new TV service and must handle set top box installation for one million new subscribers.

Self Service 116

Self Service Call Center Video Consumers 116

SuiteCX

FEBRUARY 7, 2017

Are you spending money on technology you don’t use? Are you duplicating services with more than one vendor? Which customers want to use self-service? Here is to a growth oriented 2017! Can you consolidate communications through other lower cost channels? Conclusion. With hard work and focus you can do this.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Are you spending money on technology you don’t use? Are you duplicating services with more than one vendor? Which customers want to use self-service? Here is to a growth oriented 2017! Can you consolidate communications through other lower cost channels? Conclusion. With hard work and focus you can do this.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects.

Self Service 59

Self Service Virtual Agent Multi-Channel Chatbots 59

Talkdesk

JULY 7, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Scott Kennedy – President of Financial and Retail Services, Target.

Self Service 40

Self Service Net Promoter Score Video Customer Centricity 40

Natalie Petouhof

SEPTEMBER 12, 2018

” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. Implementing technology without strategy makes us do the wrong things faster ! MIT Sloan and BCG Study, 2017.

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects.

Self Service 52

Self Service Virtual Agent Multi-Channel Chatbots 52

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2. 52% stop buying after a bad customer service interaction 2.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

NICE inContact

OCTOBER 15, 2018

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

Bold360

FEBRUARY 16, 2017

With the help of Nanorep, a self-service solution fuelled by conversational AI can help you recognize trends in what your customers are looking for, enabling you to update your site with real-time dynamic FAQ or fix knowledge gaps for visitors to your site as well as your staff. Intent has never been clearer.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent are delivering average service and 39.6

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Talkdesk

OCTOBER 30, 2017

Despite the rapid evolution of consumer technology (and consumer expectations), the experience customers have when they call into a contact center is still the same as it’s always been. Talkdesk goes a step further than using technology for faster account identification. The contact center space has been stagnant for decades.

Contact Center 40

Contact Center Self Service Industry Customer Satisfaction 40

TechSee

JANUARY 18, 2018

billion active units in 2017, representing 63% of 8.4 To gauge consumer sentiment about self-installation, a comprehensive survey was conducted to learn more about consumer experiences and preferences when installing new home electronic devices. 75% chose self-service as the preferred method of device installation.

Self Service 95

Self Service Customer Service Company Infographics 95

Alida

OCTOBER 2, 2017

Today’s empowered patients are demanding more from health care providers, and as a result health systems are investing more in new technology. By investing in new technologies like self-service kiosks and big data analytics, health care providers are aiming to improve the patient experience and drive satisfaction and CX scores up.

Self Service 100

Self Service Strategy Hospitality Social Media 100

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken. Three-quarters of U.S.

Self Service 81

Self Service Omni-Channel Social Media Retail 81