Page 2 - கார்ட்னர் வாடிக்கையாளர் சேவை News Today : Breaking News, Live Updates & Top Stories | Vimarsana
Leading Business Outsource Providers Are Turning to Bright Pattern Contact Center for Instant Impact on ROI and CSAT
finanznachrichten.de - get the latest breaking news, showbiz & celebrity photos, sport news & rumours, viral videos and top stories from finanznachrichten.de Daily Mail and Mail on Sunday newspapers.
Apr 21, 2021
Younger generations are more likely to start their self-serve journeys outside company-owned channels, according to Gartner.
In fact, 52% of millennials and 44% of Gen Z customers have as much confidence in noncompany guidance as in customer service guidance.
A Gartner survey of more than 4,500 customers conducted in December 2020 revealed that most millennials (62%) and Gen Z customers (75%) report they would use noncompany guidance (such as a subreddit, Google search or YouTube video) to self-resolve their issues either all or most of the time, even when they have the option of contacting customer service.
This is a significant difference from the 19% of baby boomers and 43% of Gen X customers who report they would do the same.
Mar 15, 2021
Customer service and support leaders are accelerating self-service initiatives to mitigate potential negative impacts of the Covid-19 pandemic, according to Gartner.
More than 40% of customer service and support leaders have experienced increased service contact volumes compared to original 2020 projections due to the Covid-19 pandemic.
A Gartner poll of 106 customer service and support leaders in October 2020 found some differences between organization types in how service contact volumes deviated from original 2020 projections. For example, B2C organisations most frequently reported an increase in contact volumes compared to B2B organisations.
Among leaders who reported a contact volume increase, 46% said the increase was equal across self-service and live service. Another 39% of respondents said it was mostly in live service.
Feb 18, 2021
A massive 70% of customer service and support employees want to continue to work from home (WFH) at least once a week after the pandemic ends, according to a survey by Gartner.
In September 2020, Gartner surveyed 5 000 employees, including 550 customer service professionals, and found that service employees who traditionally did not have many opportunities to WFH are now used to it and like it, and they wish to continue in some capacity once the pandemic is over.
This is in line with most service leaders who believe WFH is here to stay post-pandemic. Eighty-one percent of service leaders believe between 30% to 80% of their workforce will primarily be working from home two years from now.
Feb 12, 2021
Seventy percent of customer service and support leaders plan to dedicate the largest budget allocation to digital channels and capabilities in 2021, according to a recent survey by Gartner.
In fact, transitioning to self-service channels and bolstering digital capabilities remains a top priority for many customer service and support leaders for the year ahead.
In October-November 2020, Gartner asked more than 80 customer service and support leaders from B2B and B2C organisations to rate their 2021 priorities based the changes and challenges they encountered in 2020.
Migrating contact volume from assisted to self-service channels, upgrading legacy contact center technology and automating customer service processes all of which fall under digital channels and capabilities were rated the top three most important priorities in 2021.
vimarsana © 2020. All Rights Reserved.