NICE inContact

NOVEMBER 12, 2019

Today’s customers expect omnichannel. customer service. How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care. But what really does that mean?

Omni-Channel 136

Omni-Channel Multi-Channel Self Service Contact Center 136

Comm100

MARCH 21, 2023

Provide more channel choice with omnichannel Customers today stay connected across a variety of channels, and they are no longer content with customer service that limits how they get support. Today’s customers simply want to use the channel that suits them in that moment.

Self Service 237

Self Service Customer Service Strategy Omni-Channel 237

Vonage

FEBRUARY 23, 2017

Using multiple retail channels promotes success. Research by Salesforce revealed that companies are 22 times more likely to retain their customers if they have a strong omni-channel strategy. This means it’s crucial that businesses invest in robust systems capable of tracking customer feedback across multiple channels.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Calabrio

OCTOBER 5, 2016

As consumers, we all love the convenience of online self-service. We’ve come to expect immediate gratification via electronic service delivery. So self-service is one of the ways we connect now. Pretty self-evident, huh? It’s easy to see how self-service benefits customers. Am I still needed?”

Self Service 100

Self Service Customer Engagement Engagement Contact Center 100

Vonage

AUGUST 30, 2017

The rise of self-service has led to a generation happy to help themselves. From self-checkouts to FAQ pages and call center IVR, consumers are more willing than before to try to solve their problems themselves. Channel or device-hopping habits mean customers expect Omni-channel service.

Customer Expectations 217

Customer Expectations Trends Omni-Channel Self Service 217

BlueOcean

APRIL 7, 2025

In their answers to the following questions, your potential partners should address AI-powered toolsincluding chatbots, self-service, and machine learningindividually and as part of a holistic strategy. Describe your current AI capabilities and services. Dont settle for contact centers that treat AI like a singular solution.

Contact Center 156

Contact Center Self Service Case Study Measurement 156

NICE inContact

JUNE 14, 2017

If you’re like most customer service organizations, probably not as much or as often as you’d like. How do you know if you’re meeting their expectations for Omnichannel service? I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions.

Omni-Channel 145

Omni-Channel Customer Expectations Meeting Self Service 145

Vonage

JANUARY 5, 2017

In the age of social media, smartphones and self-service, things are very different. To help you keep up with their sky-high expectations moving forward, here are five ways your company can improve its service offering for the customer of tomorrow. #1 1 Connect with omni-channel shoppers.

Omni-Channel 149

Omni-Channel Consumers Social Media Self Service 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? True omnichannel experience allows customers to move seamlessly across an organization’s service channels. appeared first on NICE inContact Blog.

Omni-Channel 121

Omni-Channel Self Service Meeting Contact Center 121

ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . They are real-time users looking for a rewarding shopping experience, and they expect the best service. The answer is in Omnichannel Customer Service, and we’ll tell you why.

Omni-Channel 115

Omni-Channel Customer Service Self Service Social Media 115

NICE inContact

AUGUST 2, 2019

By priority, here are 5 key technologies for the future of digital customer service — both in line with technological developments and in terms of growing your business. Most customers expect a self-service option on websites, and they want speed combined with personalization. 2) Omnichannel Coverage. 1) Live Chat.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

Self Service 94

Self Service Contact Center Virtual Agent Chatbots 94

NICE inContact

SEPTEMBER 13, 2016

We like this quote because: #1 – Voice is largely ignored and has become the weakest channel for many companies. Naturally, as a voice self-service solution provider, this is really important to us. What they should not have uncovered is a channel that performs poorly.

Self Service 203

Self Service Customer Service Contact Center Omni-Channel 203

NICE inContact

OCTOBER 3, 2018

It seems like the “adoption of omnichannel” has appeared on all of the annual industry prediction lists for at least the last four years. This is because omnichannel isn’t a quick win, passing fad. In a study by ContactBabel, only 15% of companies surveyed said they were able to deliver an omnichannel experience.

Omni-Channel 120

Omni-Channel Self Service Multi-Channel First Call Resolution 120

GetFeedback

APRIL 17, 2019

If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. Others consider their situation to be too difficult, sensitive or nontrivial for your service reps to help. Turning it around.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Customer Bliss

DECEMBER 28, 2017

As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. For example, 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

NICE inContact

AUGUST 6, 2019

Conversely, when customer service owns monitoring and engaging consumers through digital channels as part of an omnichannel customer service effort, these issues are addressed. 2) Adding support for digital messaging and real-time channels. 4) Providing agents context to all interactions across all channels.

Self Service 159

Self Service Omni-Channel Contact Center Fashion 159

NICE inContact

MARCH 5, 2019

And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. And their opinions and channel preferences are constantly evolving. appeared first on NICE inContact Blog.

Self Service 169

Self Service Omni-Channel Chatbots Customer Expectations 169

NICE inContact

APRIL 11, 2019

Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is best suited. Reduce call wait times and provide faster connect to agents by leveraging global omnichannel routing across your centers so you can leverage global efficiencies . Eg) Password reset.

Customer Expectations 151

Customer Expectations Tips Self Service Management 151

Comm100

FEBRUARY 10, 2022

Once you’re ready with these dashboards, here are some strategies to personalize your customer service: Let self-service options like the knowledge base or FAQs be your customer’s first step. Go omnichannel with your customer support. Create self-service portals.

Self Service 130

Self Service Customer Service Strategy How To 130

NICE inContact

JANUARY 9, 2018

We all know that in this age of digitization, however, your company’s self-service strategic plan has to consider more than just the voice channel. This post details the importance of omnichannel, and how to consider introducing AI self-service across all channels in an integrated way.

Self Service 138

Self Service Omni-Channel Call Center Contact Center 138

NICE inContact

JULY 24, 2019

In fact, research finds that Generation Z and millennials have a clear preference toward these next-generation digital channels when communicating with companies. And companies are starting to invest in supporting these agent-assisted and self-service digital channels. in marketing).

Self Service 137

Self Service Consumers Contact Center Omni-Channel 137

Comm100

FEBRUARY 5, 2018

The term ‘customer engagement software’ alone encompasses a wide variety of services, which results in pages that lump together very different types of solutions. This blog post aims to demystify customer engagement software by identifying the kinds of engagement tools that are out there, and what these tools are good for. PR Software.

Social Media 171

Social Media CRM Self Service Software 171

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. The best of self-service.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Calabrio

MARCH 11, 2025

Whatever aspect of QA your contact center is struggling with, this blog is for you. Put these expert-assembled call center quality assurance best practices at the heart of your approach to empower your agents, enrich interactions, and drive better service in the year ahead. Struggling to understand your customers most common concerns?

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

GetFeedback

AUGUST 16, 2018

While most companies still use traditional metrics like CSAT and Net Promoter Score, we’re seeing more and more teams shifting to CES to measure their overall performance across channels. As more companies move toward offering omni-channel customer support, CES will continue growing in popularity. Self-Service Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Kayako

SEPTEMBER 29, 2016

Over 90 percent of customers expect access to self-service channels. This means you need a customer service philosophy that encompasses seamless self-service support and amazing, personalized two-way support when your customers require it. The importance of self-service support.

Self Service 120

Self Service Omni-Channel Customer Service Social Media 120

NICE inContact

OCTOBER 2, 2019

Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. The study found that a significant portion of companies – 40% – are very likely to invest in four or more channels to improve the customer service experience.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

NICE inContact

AUGUST 6, 2019

Conversely, when customer service owns monitoring and engaging consumers through digital channels as part of an omnichannel customer service effort, these issues are addressed. 2) Adding support for digital messaging and real-time channels. 4) Providing agents context to all interactions across all channels.

Self Service 136

Self Service Omni-Channel Contact Center Fashion 136

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. But are all channels equally effective at delivering a high-quality experience? And it’s available to you now as a free download.

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

OpinionLab

AUGUST 29, 2017

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the same day ( Google ). Your omnichannel strategy should always incorporate a human element.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

NICE inContact

JANUARY 30, 2018

True Omnichannel Skills-based Routing. No news here: customers have grown to expect support for a multitude of channels. Voice and digital, inbound and outbound, agent assisted and self-service. The post The Top Five “Must Have” Contact Center Phone System Features appeared first on inContact Blog.

Contact Center 186

Contact Center System Self Service Omni-Channel 186

NICE inContact

NOVEMBER 15, 2019

Deliver convenience with self-service & skilled agents. Integrating bots and self-service IVR in your contact center drives convenience by allowing customers to resolve common issues on their own. Customers want to access to immediate information on whatever channel they choose. And they have a LOT of choices.

Contact Center 136

Contact Center Self Service Tips Omni-Channel 136

Comm100

FEBRUARY 15, 2022

Chatbots give customers instant responses to their customer service solutions. In many cases, chatbots can direct customers to FAQ pages, knowledge bases, or other self-service solutions. Offer 24/7 customer service – even for customers abroad. Provide self-help solutions. Develop omnichannel engagement strategies.

Self Service 130

Self Service Consumers Customer Service Social Media 130

UJET

DECEMBER 2, 2020

The title of this blog post is an important question that many executives are asking. In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. Let’s be real. But now the world is very different.

Omni-Channel 72

Omni-Channel Contact Center Self Service Virtual Agent 72

Vonage

SEPTEMBER 20, 2016

.” Bob Furniss, Bluewolf customer care practice director, adds: “Visibility and accessibility are key to establishing omni-channel service, as are utilizing emerging customer contact channels — video, SMS, self-service portals, and mobile apps — rather than traditional phone and email channels.”

Omni-Channel 120

Omni-Channel Self Service Infographics Poor Customer Service 120

NICE inContact

AUGUST 16, 2019

But with simpler, less urgent concerns, 40% prefer self service methods first. The numbers say it all: digital channels are real and relevant, and customer experience is central to company growth. appeared first on NICE inContact Blog. Hear about actual contact center transformations and best practices, too.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168