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A History of Customer Support Technology

TeamSupport

Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s. Fun fact: TeamSupport was founded in 2008!

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CCaaS Trends: The Evolution of Cloud Contact Centres

Lumoa

The denouement of Gartner’s latest Hype Cycle for AI shows how AI-powered contact center technologies such as natural language processing (NLP), chatbots, and machine learning (ML) have recently begun to lose their magnetism, ending up in the Trough of Disillusionment.

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5 Ways to Improve Customer Service for Your Lending Business

CSM Magazine

Customers also expect all businesses to provide them with multiple channels of communication. Over 50% of respondents said their interaction with chatbots and FAQs was disappointing. Some of the report’s highlights: Over 70% of customers desire a consistent experience across all communication channels.

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Understanding Negative NPS Score: Causes, Impact and Solutions

Lumoa

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

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Contact Center Trends 2021: The CX Watershed

Fonolo

Historic Call Center & Customer Experience Trends. More than 80% of customers now say the experience a company provides is as important as its products. . The contact center is destined to evolve further into the ‘Customer Experience Hub’ of the future.

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Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

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Customer Service Trends to Look for in 2017

Comm100

In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice. Interactive email will grow and improve the customer experience overall. Third Party Messaging Support Will Win You Fans.