article thumbnail

4 out of 5 organizations have not increased their customer satisfaction since 2010!

Beyond Philosophy

With so many companies concentrating on investing resources in customer experience management, with all the technology and tools in use to make it easier than ever before, why don’t we see the opposite? However, their MBA program has many middle- to senior-level management types who use technology to tackle this problem.

article thumbnail

Multi-channel is very 2010-ish – Bots are multi-purpose these days

Creative Virtual

By Björn Gülsdorff In the annals of KAUST (King Abdul University of Science and Technology), the 21 st of May 2020 is marked as the day of the soft launch of VITA (called KAI back then), the university’s VA (Virtual Assistant); knowledgeable in many things IT related.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

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. By the early 1970s, more call-routing systems were beginning to include ACD technology, ushering in the development of large-scale call centers. Ever wonder what customer service looked like 50 or 60 years ago?

article thumbnail

A Brief History of Virtual Queuing Technology

Fonolo

Virtual queuing and automated call-backs may seem like new technology, but companies have just been holding out on you. Virtual queuing technology has a long history. As this was all relatively new technology, people had no idea what high call volume looked like or what to do with it. ’ era around 2010.

article thumbnail

How Analytics Will Earn Contact Centers a Seat at the C-Suite Table

Contact Center Pipeline

Here are a few fast facts about the big data explosion: Between 2010 and […]. There has never been a greater need for data-driven insights as businesses prioritize revenue growth amid rapidly shifting customer expectations, severe staffing shortages, and rising contact volume.

Analytics 130
article thumbnail

IdeasUnlimited: Revolutionizing Customer Support Globally

IdeasUnlimited

The company invests in training its representatives to be adept at using the latest technologies, ensuring efficient and effective communication with customers. Since its inception in 2010, IdeasUnlimited has been pivotal in scripting success stories for numerous businesses.

article thumbnail

Customer Service Technology Trends for the 2020s

Solvvy

The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. .