Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Alanoud Alaswad
Passenger Experience Specialists
14
MEMBER
Pranita Kakade
Sr. Digital Marketing Specialist
12
EXECUTIVE MEMBER
Raju Shokeen
Head - WFM & MIS (South Africa)
387
MEMBER
Gert Jacobs
Workforce Planner
171
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
63

Industry Research : New Study Spotlights Divide Between Businesses and Consumers

#contactcenterworld, @logmein

LogMeIn, Inc. (Nasdaq:LOGM) released a new study designed to analyze the business impact and consumer attitudes of today’s customer journey. The LogMeIn 2018 AI Customer Experience Study surveyed over 5,000 respondents made up of both business leaders and consumers around the globe.

The research found that over one-third of consumers were not impressed with their customer journey, citing an average or poor experience with 83% of consumers citing that they had at least one issue while interacting with a brand. Businesses, on the other hand, are reporting much different numbers. Eighty percent of businesses believe their customers would give them a favorable review despite also reporting that less than half of customer queries are resolved during the first interaction. This disconnect shows that companies are setting the bar for "good" service too low, which could have significant business impact as customer experience becomes even more vital in the buying decision of consumers.

In fact, the research shows that while retail and travel and hospitality industries lead the pack when it comes to good customer experience, only 58% of consumers rate their experience highly in each of these sectors, while telecoms ranked worst with only 41% of consumers giving a favorable rating. This contradiction between the customer and business perception is a pervasive issue plaguing companies of all sizes and industries.

Consumers Rely on Classic Channels Despite Providing Slower Resolution

Both business and consumer respondents agree that telephone and email are among the most common channels used to conduct business, however they also tend to produce the slowest time to resolution. Consumers reported that the average time to resolution was 11 hours – which is nearly 3 times higher than the wait time they cited as being acceptable. And these times increase for those using telephone interactions (7 hours) and email (18 hours). In addition, these channels aren’t providing effective results with businesses reporting that only 49% of problems are solved on the first interaction. These wait times and issues with first contact resolution are likely due to the fact that 68% of businesses believe their agents struggle with the volume of customer requests.

Businesses Are Investing in Customer Experience

Feeling that traditional customer engagement solutions aren’t meeting expectations, 61% of business respondents said they will allocate more budget to new solutions specifically designed for customer engagement over the next 12 months. In addition, 35% of businesses have already invested in emerging technologies like AI with another 53% planning to invest. Companies anticipate these investments will increase customer satisfaction, resolve customer inquiries more quickly, be able to provide a more personalized experience and increase agent satisfaction levels. In addition, over 70% of consumers want brands to leverage technology to reduce time to resolution.

Chatbots: A Realistic View

Today, only 32% of consumers believe they get the best results when interacting with a brand when an AI-powered chatbot is involved in some capacity – either as a self-service tool or to assist a human agent. And while there is a portion of consumers who are skeptical about chatbots, a majority (74%) see the benefits for customer service.

Businesses agree that chatbots can help deliver the faster resolutions for customers while also helping agents be more productive and effective. To date, customer service agents use an average of 3 different systems to service a customer and spend over half their time understanding basic facts like customer profile information and the nature of the inquiry. Operating behind the scenes chatbots can gather this information in real-time – informing the agent of who they are talking to, their history with the brand, the potential problem the customer is having, and how to solve it. Having this information at the outset leaves agents more time to spend on resolving the issue. And answering the hot button question of whether chatbots will replace human jobs, the answer was no. In fact, 65% of organizations reported that if chatbots could reduce inquiries into call centers, they would train agents to handle different or additional tasks.

"What we learned from doing this study is that despite hesitations around using AI, both consumers and businesses do think it’s changing customer service for the better," said Ryan Lester, Director of Customer Engagement Technologies at LogMeIn. "While customers, for the most part, have come to accept that their interactions with brands will be involved and time consuming, their expectations are increasing as new technologies become more commonplace. Companies have a unique opportunity to leverage these new advancements -- like chatbots -- to provide a leg-up on the competition and set the bar for all others in their industry and beyond."

#contactcenterworld, @logmein

Posted by Veronica Silva Cusi, news correspondent
Source: https://globenewswire.com


About LogMeIn, Inc.:
Company LogoLogMeIn (NASDAQ:LOGM) provides cloud-based remote access, support and collaboration solutions to quickly, simply and securely connect millions of internet-enabled devices across the globe — computers, smartphones, iPads, Android tablets, and digital displays. Designed for consumers, mobile professionals and IT organisations, LogMeIn's solutions empower nearly 13 million active users to connect more than 100 million devices. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary, Japan, the Netherlands, and the UK.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Social Activities Help Motivate

Read today's tip or listen to it on podcast.

Published: Monday, September 24, 2018

Printer Friendly Version Printer friendly version

2024 Buyers Guide Remote Agent Solutions

 
1.) 
Amtelco

Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

2.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

3.) 
MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

4.) 
Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.

5.) 
Yoummday

yoummday stands for “you made my day” and is one of the fastest-growing technology companies in Europe. The yoummday platform combines a comprehensive modular workforce management software with over 11,000 quality-assured, self-employed customer service professionals from 70 countries speaking more than languages registered to handle sales and customer service interactions for businesses of all sizes. Central to yoummday’s success is its AI-powered integration, enhancing operational efficiency for companies and their remote workforce management.

As a marketplace for 360-degree customer services, the platform differs significantly from traditional outsourcing processes. Clients benefit fro...
(read more)
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5793 
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 6049 
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 1017 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =