Fonolo

JANUARY 31, 2018

Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Will the AI / chatbot hype start to live up to its promise? Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

Aspect

AUGUST 7, 2017

If you’re in customer service and support, you’ve no doubt been told that chatbots and the A.I. avalanche will be taking away all customer service jobs in short order. Several analysts predict near total replacement of live agents with chatbots. But let’s look at this from the customer service agents’ perspective.

Chatbots 48

Chatbots Contact Center Surveys Banking 48

Aspect

AUGUST 7, 2017

If you’re in customer service and support, you’ve no doubt been told that chatbots and the A.I. avalanche will be taking away all customer service jobs in short order. Several analysts predict near total replacement of live agents with chatbots. But let’s look at this from the customer service agents’ perspective.

Chatbots 48

Chatbots Contact Center Surveys Banking 48

COPC

AUGUST 21, 2019

recently completed three years of research into the experience of banking customers which revealed that the service journey customers are experiencing could be improved to achieve higher levels of customer satisfaction and loyalty. chatbots, mobile apps, etc.) What is a Service Journey? The three, exclusive COPC Inc.

Banking 45

Banking Finance Chatbots Surveys 45

Serenova

MARCH 10, 2020

It’s an approach we’ve led by continually building out a unified platform, including quality management through our acquisition of TelStrat in 2017 and, more recently, with workforce management through our acquisition of Loxysoft’s ProScheduler. There’s no question AI-powered chatbots and self service are important—and they’re here to stay.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

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. Being recognised for our innovation and thought leadership in the extremely fast-paced chatbot, virtual agent and live chat market is also important for the company.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Their standards are continually rising , and they want the same superior experience from a utility or bank as an ecommerce retailer. Every brand is judged against the best – there are no excuses.

Customer Experience 56

Customer Experience Banking Best practices Advertising 56

JustCall

NOVEMBER 24, 2022

So, let’s take a consistent approach to the fundamentals of call center quality assurance: 62 % of US customers have stopped doing business with a brand because of poor customer service. Self-service channel. Most companies only assess 3-10 QA calls per agent, and if you catch anything big, it’s probably just luck.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Eptica

JULY 19, 2017

Date: Wednesday, July 19, 2017 Customer service expectations – comparing Asia and the West. Published on: July 19, 2017. Author: Vincent Giraud Across the world consumer expectations are continually rising when it comes to the service they receive from organizations.

Customer Service 54

Customer Service Self service Banking Customer centricity 54

Callminer

FEBRUARY 23, 2021

More Flexible Service Solutions. Consumers are looking for solutions to their problems across a range of channels, including digital and self-service, in ever-increasing numbers, thanks to pandemic pressures and storefronts closing. For instance, when they go from email support to calling the customer service team. “A

Call Center 376

Call Center Technology Banking Contact Center 376

Comm100

AUGUST 23, 2018

In 2018, industry leaders have turned to mobile as a means of establishing an effective omnichannel outreach in customer service and in marketing. These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices).

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). self-service. Self-service. consumers are using web self-service more than assisted service. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

JivoChat

MAY 13, 2021

from 2017 to 2022. Digital banking. The global online banking market size is predicted to reach $20.5 Additionally, the World Retail Banking Report says that 57% of consumers now prefer internet banking, compared to 49% before the pandemic. So COVID is continuing to move customers towards digital banking.

Banking 52

Banking Chatbots Self service Advertising 52

Eptica

AUGUST 2, 2017

Date: Wednesday, August 2, 2017 Transforming customer experience in local authorities. Published on: August 02, 2017. Secondly, citizens expect the same level of high quality service when interacting with public sector bodies, such as local authorities, as when dealing with organizations in any other sector, such as retail or banking.

Customer Experience 55

Customer Experience Government Self service Best practices 55

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Published on: November 01, 2017. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Use web self-service , chatbots and other AI-based technologies to automate basic interactions.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49