Eptica

APRIL 30, 2019

Date: Wednesday, May 1, 2019 Author: Pierre-Antoine Giraux - Chief Marketing and Communications Director 5 ways to make your self-service seamless. Published on: May 01, 2019. Research shows that they are happy to embrace self-service channels to achieve this.

Self Service 60

Self Service Chatbots Consumers Social Media 60

TechSee

DECEMBER 11, 2018

2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. Self-service: Self-service is slowly emerging as the holy grail of modern CX.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

Bold360

FEBRUARY 26, 2020

We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management. Employees want more and better self-service knowledge. As the consumer landscape changes, employee expectations do too.

Self Service 59

Self Service Employee Experience Knowledge Base Conference 59

TechSee

JUNE 10, 2021

The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert. As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. Succeed with Self-service. Smart Scheduling with AI.

Self Service 207

Self Service Innovation Analytics Transportation 207

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Our list of the top CX articles of 2019 covers all these topics and more. . Our list of the top CX articles of 2019 covers all these topics and more. . March 26, 2019 | David Nour | Inc. Article No. In the Inc.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. in the forecast period of 2019 to 2026. In other words?

Self Service 52

Self Service Software Marketing Customer Relationship Management 52

Comm100

OCTOBER 10, 2022

With live chat proving successful and request levels growing rapidly thanks to new service offerings, Tangerine turned to Comm100 AI Chatbot to manage these increased support levels without having to hire more agents. Providing a self-service option. Currently, 27% of organizations use bots to recommend self-service resources.

Chatbots 222

Chatbots Self Service Examples Industry 222

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Self Service 75

Self Service Customer Service Social Media NPS 75

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Not only that, but we’re a first-time Visionary in the 2019 Magic Quadrant for Contact Center as a Service, Western Europe—recognized with the furthest position in the Completeness of Vision dimension.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. A greater pivot towards self-service is the natural outcome.

Trends 173

Trends Customer Experience Self Service ROI 173

Lumoa

SEPTEMBER 30, 2022

Consumers have wholeheartedly embraced the transition to digital banks. The fact that consumers have a wider range of alternatives (and are willing to exercise them) means that the relationship between banks and their customers has become more vulnerable than ever before. Modern consumers are also extremely self-sufficient.

Banking 221

Banking Customer Experience Self Service Financial 221

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. And do companies understand consumer perceptions about their actual experiences? Here’s what we found out.

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

NICE inContact

OCTOBER 17, 2019

Consumers value choice. Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. But what options should businesses offer?

Self Service 121

Self Service Contact Center Social Media Chatbots 121

Martin Hill-Wilson

FEBRUARY 16, 2016

I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. These days it’s a powerful self service interface. Finally, it was seen as being easier since the ordering process felt more natural and intuitive to consumers. Is Voice Becoming A Born Again Interface?

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

BlueOcean

MARCH 31, 2021

Backed up orders, ticket back logs, and overwhelmed websites will all lead consumers to their phones, whether it’s to make a direct phone call or to scroll through self-service options. But it also made an impact on customer behavior, particularly with self-service customer care.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

NICE inContact

APRIL 29, 2019

consumers at 38 according to the recent NICE inContact CX Transformation Survey. As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium – ensuring customers can reach them when and how they prefer. So, why not?

Contact Center 149

Contact Center Self Service Net Promoter Score Call Center 149

NICE inContact

MARCH 28, 2019

In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. Consumers have already accepted chat! What’s the point?

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

NICE inContact

OCTOBER 11, 2019

An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

TechSee

JANUARY 28, 2020

Black Friday is a day that retailers wait for all year, and 2019 was no different. Consumers also found their way into brick-and-mortar locations much more often, with many having opted to buy online and pick up in-store (BOPIS). Translation: a $20 billion black hole that made a huge dent in 2019 Black Friday and Cyber Monday revenue.

Retail 136

Retail Self Service Wireless Consumers 136

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. Customer Service will become increasingly AI-driven.

Trends 136

Trends Customer Service Self Service Contact Center 136

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Four reasons why email is on the rise Despite the growth of new channels, research from Forrester demonstrates that email is still central to how consumers communicate with brands.

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019.

Trends 88

Trends Customer Experience Self Service Social Media 88

NICE inContact

MAY 23, 2019

Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. Businesses still are working out the kinks with some of the newer capabilities, and some consumers just aren’t ready to embrace these yet. This is the nature of life in the digital age.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Whirlpool will reveal what consumers are craving – easy to understand smart features that are a practical, efficient addition to their everyday household tasks. Smart Home Startups to See at CES 2019.

Innovation 174

Innovation Entertainment Knowledge Base Technology 174

NICE inContact

MAY 8, 2019

The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. Then we compared these findings to what consumers said in our 2018 consumer study. The results? The research reveals significant discrepancies in several areas.

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. Since joining Calabrio seven years ago, I’ve seen the landscape of the contact centre space change dramatically.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Having attended both the UK shows, it’s great to see that the CX profession seems very positive and keen to invest and improve the service that it delivers.

Conference 76

Conference Self Service Fashion Ecommerce 76

ProProfs Chat

FEBRUARY 13, 2019

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Seventy percent of US consumers opine they have already made a choice to be loyal to a company delivering great customer service. People are on the go and mobiles have had a deep effect on consumer behavior.

Self Service 78

Self Service Social Media Omni-Channel Trends 78

NICE inContact

OCTOBER 2, 2019

The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

ShepHyken

APRIL 15, 2019

(Zingle) From Solving Problems to Saving Time — How Consumers Feel About ‘Bots’ vs Humans When it Comes to Customer Service. My Comment: Here is a great report on how customers are warming up to chatbots and robots versus a human-to-human customer service experience. What is the future of customer service?

Customer Service 92

Customer Service Self Service Chatbots Retail 92

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Advances in Artificial Intelligence (AI), conversational chatbots , self-service and digital channels all contribute to an improved customer experience – but what kind of risks come with adopting AI?

Customer Care 137

Customer Care Contact Center Software Self Service Contact Center 137

Eptica

MAY 15, 2019

Date: Wednesday, May 15, 2019 Author: Pauline Ashenden - Marketing Manager Which sectors do consumers trust most for CX? Published on: May 15, 2019. Author: Pauline Ashenden - Marketing Manager If you don’t build consumer trust in your brand, you risk undermining customer loyalty and damaging sales revenue.

Consumers 66

Consumers Automotive Insurance Self Service 66

Eptica

JANUARY 30, 2019

Date: Wednesday, January 30, 2019 Author: Anne-Claire Bellec - Marketing Director The 4 barriers to meaningful consumer conversations. Published on: January 30, 2019. Author: Anne-Claire Bellec - Marketing Director The reasons that consumers remain loyal to brands goes beyond factors such as product range and price.

Consumers 77

Consumers Self Service Social Media Brands 77

SurveySparrow

SEPTEMBER 29, 2019

According to Forbes, ‘Improving revenues using BI is now the most popular objective enterprises are pursuing in 2019’. Here are our top ten picks for the best business intelligence tools for 2019. #1 Our Verdict: Google Data Studio is quite intuitive and does not consume your time while handling it. 2 Microstrategy. 9 QlikView.

Tools 73

Tools Self Service Analysis Analytics 73

Alliance by IFS

OCTOBER 1, 2019

“The Humanity of Service” – Astea International APAC’s Roundtable at Field Service Sit-Down 2019. Steve Scott and Ben Hartman will jointly keynote the roundtable discussions on why employee satisfaction and customer experience are key factors for a seamless service execution. Are Your Technicians Tech-Savvy?

Self Service 81

Self Service Conference Video Social Media 81

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. 79% of consumers that lose trust will leave a brand – with 49% doing it immediately.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. Published on: December 05, 2018.

Customer Experience 77

Customer Experience Self Service Consumers Social Media 77