Tenfold - Contact Center Blog

JUNE 22, 2018

They have no attachment to legacy systems that banks and finance companies have been holding onto for years, despite the wave of new technologies in business and communications. A 2017 report by Accenture indicated that 71% of financial services consumers are open to using “entirely computer-generated support for banking services.”

Finance 64

Finance Banking Technology Chatbots 64

Balto

AUGUST 3, 2022

We asked our respondents how much they agreed with the following statements on a scale of 1-5: Great service is the best way to build customer loyalty Great service is less important than solving a customer’s problem as quickly as possible Anything other than self-service support for customers ends up being a drain on customer resources.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Eptica

NOVEMBER 1, 2017

Chat is now a mainstream channel 65% of consumers are happier using chat now than five years ago , a fact mirrored by nearly half (49%) of companies advertising chat facility on their website (up from just 13% in 2014). Use web self-service , chatbots and other AI-based technologies to automate basic interactions.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Toister Performance Solutions

OCTOBER 23, 2018

Better Access to Humans Is Needed Despite the rise of automation and self-service, customers still crave a human connection: 71 percent said employees have a significant impact on their experience. 71 percent of Americans would rather interact with a human than a chatbot. Service Quality Trumps Advertising In the U.S.,

Advertising 61

Advertising Airlines Self service Surveys 61