Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019. Pascal Gauvrit, Eptica’s CTO and GDPR Data Protection Officer discusses the impact of the GDPR six months on in this November blog.

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Average Handle Time Best practices Surveys Chatbots 89

ProProfs Blog

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! Self-service no doubt is the new mantra in the customer service segment that allows people to find solutions to their problems hassle-free. 2: Get Over Basic Live Chat.

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Customer Service Multichannel Self service Scripts 116

teleopti

DECEMBER 13, 2018

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

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TechSee

JUNE 10, 2021

But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations. This blog challenges that status quo. Succeed with Self-service. Truck roll optimizations: Four ways.

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Avaya

APRIL 1, 2019

Gartner predicts “by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.” [1]. What are you doing to ensure your contact center is ready to handle this 75% increase in self-service customer interactions while avoiding the scenario previously described?

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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.

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Customer centricity Airlines Finance Technology 84

CX Accelerator

MAY 25, 2022

This may be self-service, in-person, phone, email, chat, social media or text message. Jenny began her call center customer service journey on the front lines back in 2005. In 2012, she co-founded the blog, CustomerServiceLife.com. Back to CX Accelerator Blog You may use some or all of them.

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Enghouse Interactive

DECEMBER 5, 2018

The following blog takes a look at the contact centre and what we can expect to see in 2019. Those questions are not likely to stop during 2019. We expect to see the adoption of technologies like unified communications and collaboration environments like Microsoft Teams and Slack gain more and more traction during 2019.

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Analytics Coaching Cloud contact Engineering 65

Mindtouch

JANUARY 23, 2020

Over the past ten years—and especially in 2019—the evolution of the customer journey accelerated dramatically, pushing enterprises like ours to constantly bring value to customers. New revenue generation : A B2C company estimated that strategically adding CTAs to self-service content had helped increase revenue by 8%.

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Metrics B2C B2B Self service 62

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience.

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Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

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Aspect

FEBRUARY 8, 2019

Neben neuen WFO-Features präsentieren wir das gesamte Lösungsspektrum rund um Omni-Channel Interactions Management einschließlich KI-basiertem Self-Service, Monitoring und Reporting bis hin zu unserer komplett integrierten Customer Engagement Plattform Aspect Via. The post Stay connected – treffen wir uns der CCW 2019 in Berlin?

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Provide Support

APRIL 26, 2019

The new trends in customer service are emerging day by day and one cannot just overlook them. Though 2019 year will not become the year if AI in customer service, the impact of technology and customer demand on it cannot remain unnoticed. Published in Provide Support Blog , 2019. Read more. Permalink | No comment.

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Customer Service Technology Sales Customer Experience 63

The Center for Client Retention

DECEMBER 4, 2018

Customer Experience trends are bigger and better for 2019. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals. Superfan apps will be a Customer Experience game-changer in 2019. Don’t take your eye off the ball.

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Monet Software

JANUARY 31, 2019

Is self-service really service? It should be – the more companies can provide answers to questions and allow basic transactions through a self-service channel, the more contact center agents can focus on the types of issues that require person-to-person communication. Why is the cloud the right choice?

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Customer Service First call resolution Self service Contact Center 48

Monet Software

JANUARY 24, 2019

We’ve found several pieces online attempting to predict where the contact center industry is headed in 2019. Self-Service. The shift toward self-service solutions has been ongoing for years now and will certainly continue in 2019. The post What Does the Future Hold For 2019? Having the Right Tools.

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Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience.

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Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. In a previous blog we looked at the skills the agent of the future will need – in this post Eptica’s CEO, Olivier Njamfa shares his thoughts about the customer of the future.

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Customer Experience Best practices Advertising Chatbots 77

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. It’s always difficult to condense a whole year into one blog post, so here are just a few of the highlights. We were also excited to be featured in the Wharf Life Newspaper during Customer Service Week.

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Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

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Contact Center Gamification Analytics Average Handle Time 59

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. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

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Customer Service Customer centricity Multichannel Contact Center 60

Aspect

JANUARY 25, 2021

We recently announced the general availability of Aspect® CXP 20, the leading application for designing, developing and deploying the omnichannel self-service solutions customers demand. CXP 20 includes a modernization of self-service solutions by enabling voicebots on the platform.

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Self service APIs Chatbots Engineering 118

Etech GS

APRIL 30, 2019

Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . Best practices for applying self-service options are –. Make self-serve effortless, comfortable and inviting. Provide multiple options – insure self-serve is not the only option available.

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Contact Center Coaching Healthcare Feedback 71

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.

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Creative Virtual

FEBRUARY 13, 2019

Chatbots and virtual agents have proven themselves to be quality self-service solutions, being increasingly implemented by smart organisations to provide support and being increasingly preferred by customers and employees for quick, easy access to information.

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Virtual Agent Chatbots Self service Education 40

NICE inContact

OCTOBER 18, 2019

Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019. Get your copy of Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe report here.

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Contact Center Cloud contact Self service CRM 48

Creative Virtual

FEBRUARY 7, 2019

That’s changing though as organisations add AI, chatbots and virtual agents to their 2019 roadmaps and digital workplace initiatives. He showed how our virtual agents and chatbots are being used by organisations in a variety of sectors to provide a quick and easy self-service solution for HR and IT service desk support.

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Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

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Contact Center Gamification Analytics Average Handle Time 48

Serenova

FEBRUARY 11, 2019

Tapping into these generational shifts is one of five trends highlighted in our e-book, Contact Center Trends You Need to Know 2019. The best customer experience strategy, especially if your customer base is multi-generational, is a range of self-service options as part of an omnichannel offering. Trend 2: Self-service Reset.

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Contact Center contact center workforce Self service Employee engagement 40

Beyond Philosophy

JANUARY 20, 2022

The latest ACSI report says that from 2010 to 2019, 70 percent of companies tracked by ACSI either declined or had flat results. VanAmburg says that our society was changing to a self-service economy, with things like self-service checkout lanes at supermarkets and ordering plane tickets yourself instead of through a travel agency.

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Customer Experience CRM Customer centricity Self service 195

Mindtouch

MARCH 5, 2020

Indeed, Gartner suggests that, “By 2022, 85% of customer service interactions will start with self-service, up from 48% in 2019.” With so many choices for on-demand self-service, calling or sending an email is often the last resort. 5 December 2019.

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Customer Service Management Self service Best practices 62

bold360 Blog

FEBRUARY 27, 2019

Lower level employees, meanwhile, can play a strategic role in understanding (based on the data from customer-bot interactions) what customers need and where the self-service customer experience can be improved. It’s easy to understand the fear that bots will drive human customer service agents into extinction.

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Mindtouch

JULY 15, 2020

By 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019. The same Gartner report predicts that, by 2023, “more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019.”

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Callminer

DECEMBER 17, 2019

.” – 88 Call Center Statistics You Must Read: 2019 Data Analysis & Market Share , Finances Online; Twitter: @Financesonline. ” – 30 Call Center Statistics and 10 Metrics To Track In 2019 , Time Doctor; Twitter: @manageyourtime. billion by 2026, registering a healthy CAGR in the forecast period of 2019-2026.

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Creative Virtual

DECEMBER 19, 2019

– all of us at Creative Virtual want to extend a big thank you to all our blog readers, customers and partners for being a part of our 2019! We kicked-off the year with our 15th anniversary celebrations and soon followed that with the announcement of our Frost & Sullivan AI-Enhanced Customer Self-Service Product Leadership Award.

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ClientSuccess

JULY 23, 2019

CRM and service automation platforms deliver on this critically time-sensitive expectation. Be it a round-the-clock self-service portal, help center or chatbot, automation is a cost-effective way to give customers exactly what they want. More Self-Service Offerings. Helpdesk solutions help streamline self-service.

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Customer Service Self service Customer centricity Customer Care 40

Aspect

AUGUST 21, 2019

ACE Europe 2019 is here and is set to be our most insightful instalment yet, with users and influencers given the opportunity to exclusively learn about the new Aspect, hear our latest product roadmap and discover the latest trends in workforce optimisation , interaction management and engagement analytics.

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Best practices Self service Analytics Education 70