COPC

APRIL 3, 2018

Interest and investment in chatbots and artificial intelligence (AI) exploded in 2017, with more than a threefold increase in the percentage of brands naming chatbots and AI as the technology of most interest and/or investment. At the site, you can also find complimentary digital copies of CXMB Series reports from years prior to 2017.

Benchmark 40

Benchmark Customer Experience Management Chatbots 40

Fonolo

NOVEMBER 17, 2020

Whether it’s handling and routing necessary inquiries through self-service tools and chatbots or using AI to improve reporting and predictive modeling, AI will be essential in delivering excellent customer experiences in the future. Call Center Trends 2012. Social Media ? a Not-So-Secret Weapon. Up from just 2.2%

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Eptica

APRIL 18, 2018

As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Taylor Reach Group

JUNE 11, 2018

Phone is the customer service channel used most in the US, more often than email, in-person, live chat, mobile app, self-service, search engine, social media, online community, text message, or Chatbot. Use of help or FAQs on a company’s website increased from 67% in 2012 to 81% in 2015 among US online adults. Forrester).

Contact Center 50

Contact Center Self service Scripts Call Center 50

Eptica

NOVEMBER 1, 2017

Our annual UK study, which we’ve been conducting since 2012 , evaluates real-world online customer experience. Use web self-service , chatbots and other AI-based technologies to automate basic interactions. Benchmark against the top performing customer experience leaders in your own and other sectors.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49