Creative Virtual

JANUARY 12, 2021

Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways. As a company we are proud to receive this recognition for innovation.

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Self service Virtual Agent Chatbots Consulting 52

Enghouse Interactive

JANUARY 5, 2021

It’s an understatement to say that 2020 was a year of huge change everywhere. In this post, we highlight some of the key developments of last year in a review of our top blogs from 2020. The importance of self-service for greater customer satisfaction. Optimising for contact centre remote working.

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Self service Service level Technology Customer Service 40

Enghouse Interactive

FEBRUARY 9, 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 #3 of 4: Customer-facing agents. AI-Enabled Self Service (34.8% Back office support. Subject matter experts.

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Self service Contact Center Chatbots Average Handle Time 66

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

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Cisco Wins UC Today’s Best Collaboration Platform for 2020.

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Contact Center Technology contact center solutions Virtual Agent 124

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

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

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Published on: January 09, 2020. We’ve looked through all of our posts from last year and have picked a top 10 to start off 2020. Avoid these Five CX Leadership Traps!

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

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.

Contact Center 92

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. Fewer than 30% of companies offer self-service, live chat, social messaging, in-app messaging, bots or peer-to-peer communities.

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Customer Experience Chief Customer Officer Self service B2C 100

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

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

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

Creative Virtual

MAY 14, 2020

Just as customers are increasingly adopting self-service channels, employees are also increasingly open to using self-help options. In particular, AI-enhanced virtual agents and chatbots empower employees to self-serve when and where they need help, reducing support costs while at the same time improving the employee experience.

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Self service Virtual Agent Chatbots Technology 52

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

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

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. million by 2020, growing at a CAGR of almost 8%. 85% of all customer support activities will happen without a human agent by 2020.

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Wait times Customer Support Transportation Sales 135

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Watch for our next blog in this series, coming January 26th. McKinsey & Co – May 2020: McKinsey’s Framework for Digital Transformation Strategy. AI, Teams UC and Video. . Better Together to Optimize CX. . New approach? Not necessarily…. For some, it’s more of the same, but better.

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Contact Center Scripts Cloud contact Technology 60

SmartAction

JANUARY 16, 2020

It’s predicted that 50% of searches will be conducted through voice in 2020 (and 100% will be monitored by the Russian government). Second, the CX services wing beyond the AI technology itself has been curating talent. Conversational UX. There’s nothing easy about conversations with machines.

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Virtual Agent Self service Government Healthcare 54

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. We think 2020 is going to be a huge year for CX technology. 3. Differentiate your CX with the latest technology.

Chatbots 52

Chatbots Self service Best practices Technology 52

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. Published on: October 30, 2020. You might also be interested in these posts: Self-service and its importance to greater customer satisfaction.

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CRM Customer Service Self service Management 117

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?”

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Self service Contact Center Morale Personalization 40

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

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. Large businesses have turned to the blog business to increment brand awareness and AI is helping them.

Customer Service 119

Customer Service Chatbots Self service Healthcare 119

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?

Self service 63

Self service Best practices Personalization Management 63

Eptica

JANUARY 8, 2021

Author: Pauline Ashenden - Demand Generation Manager In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. Why creating empathy in your customer service is so hard.

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Self service Service level Marketing Customer Service 85

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. First, Sign Up for the Webinar: November 19, 2020. Agara’s mission is to drive better customer experiences, and act as a platform that offers credible and robust self-service over. Read the rest here. »

Customer Service 78

Customer Service Banking Engineering Self service 78

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

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. You can read the full story here.

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Government Chatbots Self service Wait times 75

bold360 Blog

NOVEMBER 18, 2019

Many organizations are in the throes of their 2020 planning process, considering what their goals are for next year and where should they prioritize efforts. As you think about 2020 and beyond, consider these three areas where you can leverage AI across your customer’s journey. The post CXNext Live: Planning for 2020?

Contact Center 40

Contact Center Chatbots Self service Customer Experience 40

Creative Virtual

OCTOBER 5, 2020

Today we kick off the annual week-long international celebration of the importance of customer service, the people who deliver that service and the impact it has on successful business practices. 2020 has brought new customer service challenges for companies and altered the way customers engage with businesses, perhaps forever.

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Virtual Agent Customer Service Chatbots Self service 52

Eptica

APRIL 28, 2020

Date: Tuesday, April 28, 2020 Author: Manuela Pifani, CXellence Consulting Turning the COVID-19 crisis into an opportunity. Published on: April 28, 2020. What will customer self-service look like in 2025? The importance of listening to customers during COVID-19.

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Best practices Consulting Consulting Customer centricity 79

Eptica

MARCH 20, 2020

Date: Friday, March 20, 2020 Author: Pauline Ashenden - Marketing Manager The importance of video connectivity in today’s crisis. Published on: March 20, 2020. You might also be interested in these posts: How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service.

Best practices 72

Best practices Self service Marketing Technology 72

Enghouse Interactive

DECEMBER 18, 2019

In customer service, one of the biggest trends of 2019 has been the evolution of self and automated service models. But how will that change in 2020? This blog explores some of the key trends we expect to impact customer experience in the next year and how organisations will need to adapt to keep pace.

Customer Service 40

Customer Service Banking Technology Enterprise 40

Mindtouch

JULY 15, 2020

This blueprint is all about reaching time to value fast —for your customers, agents, and broader customer service operation. Source: Gartner, Rapidly Deploy a Knowledge Management Program to Support Work-From-Home Customer Service, Drew Kraus, Anthony Mullen, 12 June 2020.

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Customer Service Management Self service Contact Center 62

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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