CSM Magazine
MARCH 24, 2022
According to Gartner, by the end of this year 85% of customer service interactions will start with self-service. The best field service solutions will include consumer portals that can make scheduling service visits easy for customers by offering control over their experience. About the Author.
Fonolo
OCTOBER 29, 2019
It’s hard to get clear, objective data about the overall state of self-service technology. In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good. They report a 62% increase in service call duration since 2004.
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Call Design
FEBRUARY 11, 2021
Bliss 2004), you can see why turnover, or minimising it, is so important. Technology has enabled contact centres to deflect simple calls from agents to self-service for years, and this trend continues in the current environment. A big problem for all contact centres has been how to retain staff and reduce attrition.
Fonolo
OCTOBER 29, 2019
It’s hard to get clear, objective data about the overall state of self-service technology. In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good. They report a 62% increase in service call duration since 2004.
SmartAction
DECEMBER 15, 2021
The decline continued but stabilized around 2004 until the Great Recession of 2008 hit, which severely affected the labor participation rate. While this is happening economically, we’re seeing another macro trend: more outstanding technological capabilities and applications for conversational AI.
Babelforce
AUGUST 12, 2021
Conversational AI is the technology that allows people to speak directly to computers. The vast reach of this technology means that, in the U.S., In the contact center, the primary use for Conversational AI is IVR technology. IVR isn’t generally the best-loved piece of kit in customer services. Where is this tech used?
Creative Virtual
JANUARY 7, 2020
I’m very proud to say that our first enterprise customer, Lloyds Banking Group, who we first worked with in 2004, are still a customer today. Last year we had further external recognition from analyst group Frost & Sullivan when they named us the AI-Enhanced Customer Self-Service Product Leader – another impressive accomplishment!
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