Aspect

OCTOBER 6, 2017

By 2020, customer experience will overtake price and product as the key brand differentiator, according to a recent Walker study. One key aspect of a great customer experience, that is more in demand today than ever before, is self-service. You can also find more information on self-service, here.

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Self service Customer Experience Surveys Personalization 88

Mindtouch

AUGUST 21, 2019

The data doesn’t lie: in 2017, customer self-service almost surpassed human-assisted service for customer service interactions. By 2020, an estimated 85% of customers will choose self-service first. 85% of customers will choose self-service first by the year 2020.

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Self service Engineering First call resolution Contact Center 48

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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Contact Center Technology Customer centricity Analytics 92

Nicereply

FEBRUARY 25, 2020

Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers. Good service matters most to the youngest generation. Maybe that’s why good service is most important to the younger generation.

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Customer Experience Chief Customer Officer Self service B2C 100

bold360 Blog

APRIL 20, 2021

Well, 2020 was a crash course in recalibrating CX to respond to rapidly evolving customer needs. The Hidden Potential of Self-Service Tools. Self-service tools give businesses data-driven insights from every customer interaction, creating a self-perpetuating feedback loop to optimize CX. That data is gold.

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Self service Banking Finance Chatbots 52

Creative Virtual

JULY 22, 2020

The closing of physical store and office locations, restrictions on in-person activities, new guidelines to keep contact centre agents safe, rapidly changing information – these challenges and disruptions to business-as-usual have forced organisations to adapt quickly and re-evaluate the needs of their customers.

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Virtual Agent Self service Surveys Customer centricity 52

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. You can read more here and download the full ebook, Conversational AI Trends 2020 , here.

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Virtual Agent Chatbots Technology Personalization 52

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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Customer Support Wait times Self service Best practices 316

OctopusTech

FEBRUARY 7, 2020

As the teen years have ended with great successions of technological advancements, 2020 has brought innovative hopes for customer support outsourcing. Forrester predicts that brands will spend $8 billion more on customer service agents in 2020 than the previous year. Intelligent Self-service AI tools.

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outsourcing Customer Support Engineering Self service 71

Mindtouch

OCTOBER 23, 2017

As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. The most striking evidence of the self-service trend is consumer preferences. Human Preference.

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Self service Upselling SaaS Customer Support 65

UJET

NOVEMBER 18, 2019

In 2020, we will see messaging (SMS and Chat) overtake voice as the most popular support channel, especially on omnichannel platforms that can channel steer between various curated paths. The post Customer Support Trends and Predictions for 2020 appeared first on Customer Experience Blog by UJET.

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Customer Support Multichannel Chatbots Contact Center 78

Creative Virtual

JULY 10, 2020

By 12 April 2020, those virtual agents had reached nearly 50% of the total traffic they had recorded for all of 2019 despite being only about a quarter of the way through the year. In fact, our very first enterprise customer was a large financial services group – and they are still a customer today!

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Virtual Agent Banking Self service Government 52

ProProfs Blog

NOVEMBER 29, 2019

Live Chat Statistics 2020: 40+ Live Chat Facts. 16% of customers prefer to use live chat software as customer support and service channel than self-service and social media platforms. Personal interactions with customers can help your operators increase sales three-folds. Source: Microsoft ) Tweet this.

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Wait times Customer Support Transportation Sales 135

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . Here’s how to do the right thing, right now.

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Contact Center Analytics Self service Finance 56

bold360 Blog

JANUARY 15, 2020

To help narrow the field of possibilities, we sat down with someone who has a finger on the pulse of our customers and what they are looking to achieve in 2020, for episode 11 of CXNext Live. 1. Be more personal and thoughtful in how you engage your customers. We think 2020 is going to be a huge year for CX technology.

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Chatbots Self service Best practices Technology 52

Creative Virtual

JANUARY 28, 2020

One way companies can easily improve the experience of employees is by offering personalised self-service options for routine support. It was predicted last year that by 2020, 20% of organisations would include employee engagement improvement as a performance objective for HR and IT.

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Employee engagement Self service Virtual Agent Chatbots 40

Aspect

SEPTEMBER 19, 2018

trillion annually by 2020, they are a force that businesses can’t afford to overlook. As the first generation of digital natives to enter the workforce, they changed how businesses interact with customers, forcing these companies to rethink how to deliver exceptional customer service. . Self Service. Social Presence.

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Customer Service Self service Contact Center Chatbots 207

Nicereply

APRIL 13, 2022

AI became the go-to word in meeting rooms when teams spoke about innovation since 2020. Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. Talk about savings – this AI frees support agents time to do more meaningful customer service tasks.

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Customer Service Chatbots Self service Healthcare 119

Call Experts

FEBRUARY 12, 2020

Key providers are building professional services and resources to assist customers with strategic AI plans. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. More Blogs Menu. Key 2020 Trends: Cloud Contact Centers.

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Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Eptica

NOVEMBER 27, 2020

Date: Friday, November 27, 2020 Author: Pauline Ashenden - Demand Generation Manager How do you create super-agents in your organisation? Published on: November 27, 2020. How can organisations find and nurture the ‘super agents’ required to deliver this more involved, empathetic level of customer service?

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Self service Best practices Personalization Management 63

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. Yet the more we progress technologically, the more personally disconnected we become. So self-service is one of the ways we connect now. Pretty self-evident, huh?

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Self service Contact Center Morale Personalization 40

REVE Chat Blog

APRIL 8, 2020

It means constantly listening to customers, and then continuously enhancing, and personalizing the customer experience to increase customer satisfaction. Customer satisfaction is defined as how happy your customers are using your company’s products or services. How self service can be an effective way to improve customer satisfaction?

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Omni-channel support Self service Chatbots Feedback 98

Transparent BPO

DECEMBER 3, 2019

This post — part five of our Expert Interview Series — features customer experience strategy consultant Peter Ryan discussing 2020 CX trends. TBPO: What does the future look like regarding AI, voice assistants, and other forms of self-service technology? Here are the main takeaways from that interview.

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outsourcing Customer Experience Contact Center Enterprise 62

Creative Virtual

OCTOBER 6, 2021

At the outset of the global pandemic in 2020, there was already a great emphasis on the consumer’s desire for artificial intelligence (AI) in day-to-day life. As we find ourselves making our way, 18 months and counting, in this new normal it is a safe bet that the world of AI-powered self-service isn’t going anywhere.

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Self service Contact Center Technology Personalization 92

Fonolo

SEPTEMBER 4, 2018

Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”. Self-Service Substitution. Happened to me last week.

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Call Center Self service Contact Center Chatbots 209

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. But it has become increasingly evident that 2020 accelerated the need and demand for industry change and evolution.

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Contact Center Government Self service CRM 116

REVE Chat Blog

NOVEMBER 6, 2019

The top contact center trends to watch out in 2020. Omni channel communication provides better contextual support to customers with a seamless consistent experience across all channels such as desktop, mobile, phone, or in person. Automate your call center support with self service tools. Omni channel is consumer-centric.

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Contact Center Interactive Voice Response Call Center Chatbots 82

teleopti

DECEMBER 13, 2018

The same desire for personalization extends to customer service employees who seek more control over their training, schedules, and career growth. Self-service apps provide employees with access to their schedules and include empowerment tools for work-hour preferences and self-assessment via mobile app and all web-based devices.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Creative Virtual

MAY 9, 2019

In fact, a survey conducted in 2018 across six countries found that 60% of customers said they had shared their bad experiences with others, either in-person or online. For example, adding a chatbot on a messenger app is a great way to provide customers with quick self-service, but it can’t be a standalone tool.

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Customer Experience Self service Chatbots Surveys 40

Noble Systems

FEBRUARY 10, 2021

Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ).

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Contact Center Gamification Self service Analytics 98

Upstream Works

JANUARY 16, 2020

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). To help get you on this path, here are three core applications of AI that are gaining traction in 2020. 24/7 Self-service.

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Chatbots Journey mapping Self service Contact Center 78

Cisco - Contact Center

DECEMBER 8, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. The recent announcement of our intent to acquire Slido s.r.o. The Webex Desk.

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Contact Center Wireless Personalization Technology 144

CrazyCall

OCTOBER 18, 2019

Customer Service Tools. Statistics say that the majority of customers would call instead of reach out online because they’re looking to get a quick answer (59%) or talk to a real person (57%). One of the principles of good customer service is accessibility. Phone Software. Example : Zendesk – $29/month. Customer Feedback.

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Customer Service Interactive Voice Response Feedback Wait times 63

bold360 Blog

APRIL 15, 2021

Looking back, it’s clear that FSIs that had invested in digital (service) transformation prior to the pandemic tended to outperform their more flat-footed rivals. Even before the pandemic, customers preferred the convenience of digital-first service provision. Give customers (self-service) options.

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Self service Banking Multichannel Chatbots 52

Creative Virtual

OCTOBER 13, 2020

Last week we celebrated Customer Service Week and CX Day, two annual events that place a spotlight on the importance of customer service and your overall customer experience as well as the people involved in supporting your customers. Having the right technology in place to enable customers to self-serve is imperative.

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Customer Service Virtual Agent Self service Chatbots 59

Aspect

DECEMBER 1, 2020

For more than 45 years, Aspect has been helping the world’s largest and most prestigious brands deliver outstanding customer experiences and ignite agent engagement and performance — I’ve personally been a part of the Aspect story for 20+ years.

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Enterprise contact center solutions Cloud contact Contact Center 118

Upstream Works

SEPTEMBER 1, 2020

Utilize Self-Service Options. Lessen this strain by making use of self-service options. It allows agents to connect with their customers on a more personal level, adding a face and voice to an otherwise anonymous request. According to NTT’s 2020 Benchmark Report, only “25.6

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Contact Center Benchmark contact center solutions Coaching 148