Customer Service Life

MARCH 24, 2018

This article was originally published on the ICMI Blog on December 21, 2018. So what did I do to come up with three lessons for 2017? I went through my last year of blog posts and found the experiences that taught me something, and in some cases continued to gnaw at me throughout the year. Click here to read it.

Coaching 60

Coaching Chatbots Contact Center SaaS 60

Aspect

MARCH 6, 2018

In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years. Give me an option for web chat or SMS messaging and you’ll likely have me as a customer for life. Providing a self-service option, like a chatbot is an even better option!

Chatbots 48

Chatbots Self service Technology Customer Experience 48

VocalCom

JUNE 17, 2019

As artificial intelligence continues to modernize customer experiences, chatbots are at the heart of this technological revolution. According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise. They love the benefit of self-service.

Chatbots 48

Chatbots Contact center software Self service Banking 48

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Avaya

SEPTEMBER 30, 2016

One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs. Well let’s look at the Avaya chatbot as an example. appeared first on Avaya Connected Blog.

Enterprise 76

Enterprise Chatbots SaaS Self service 76

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. And this doesn’t have to be a home run on every call, but instead an experience that’s consistently above average every time. Click here to read the original.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

ShepHyken

DECEMBER 8, 2017

Until recently, contact centers were playing a passive role in customer service by responding to basic queries, but not necessarily playing any major role in the strategy for customer experience (CX). Adopt a contact center technology which empowers the customers. The post Guest Blog: Want to Excel at Customer Service?

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Netomi

JANUARY 5, 2022

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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

JANUARY 31, 2018

Will the AI / chatbot hype start to live up to its promise? We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

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.%). connected customer journeys with 9 channels in most contact centers. Donna Peeples , Customer Experience Strategist. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Provide Support

MARCH 20, 2018

For instance, recently if you have contacted your insurance company or your broadband provider, there is a good possibility that you may have interacted with a Chatbot, instead of a human agent. AI is taking over customer service department in a big way. (.). © 2003 - 2017 Provide Support LLC. Read more. Permalink | No comment.

Customer Experience 53

Customer Experience Chatbots Technology Personalization 53

VocalCom

AUGUST 6, 2018

When you think of how artificial intelligence is being used in customer service these days, chatbots may come to mind. Indeed, chatbots have redefined the way in which customers interact with brands, helping consumers find answers more quickly and make purchases more seamlessly.

Customer Experience 48

Customer Experience Chatbots Big data Contact center software 48

Revation Systems

FEBRUARY 5, 2019

And now, the focus is shifting to customer experience. According to Forrester , 72 percent of today’s businesses say that improving customer experience is a top priority. Similarly, research by Walker predicts that by 2020 customer experience will overtake price and product as the main differentiator between companies.

Customer Experience 48

Customer Experience Chatbots Self service Banking 48

Avaya

MARCH 28, 2017

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff says that “as chatbots get better and better, there may be less of a need to visit a business website.” Chatbots enable a customer to answer questions via text.

Chatbots 62

Chatbots Contact Center Interactive Voice Response Self service 62

Aspect

JUNE 30, 2017

When I look at the month of June’s customer experience highlights, I keep going back to Amazon’s acquisition of Whole Foods. Amazon has a reputation for stellar customer service and Whole Foods has a reputation for being out of touch with many shoppers. Not everyone wants to communicate via a phone call or email.

Customer Experience 54

Customer Experience Chatbots Self service Technology 54

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Customer experience is the sum of every interaction with a brand. In our industry we are dealing with healthcare and lifestyle management.

Technology 41

Technology Chatbots Sales Healthcare 41

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence.

Technology 41

Technology Chatbots Sales Healthcare 41

Creative Virtual

DECEMBER 8, 2022

As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. Two of the things we are proudest of at Creative Virtual are our experienced, dedicated team and the unique expertise we provide to our customers and partners. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

ProProfs Blog

MAY 6, 2020

That’s why your business needs to work towards building a customer experience that: Encourages customers to become loyal to your brand . Prompts them to share their awesome experience with your brand on public platforms. Helps you bring in new customers via word-of-mouth publicity. Future of Customer Experience.

Customer Experience 99

Customer Experience B2B B2C Sales 99

Eptica

AUGUST 30, 2017

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. Published on: August 30, 2017. In my previous series of blogs I explained the basic AI terms , including bots and chatbots , and the impact they have on CX, and now I want to turn my attention to text analytics.

Analytics 50

Analytics Customer Experience Chatbots Best practices 50

Eptica

MARCH 22, 2017

Date: Wednesday, March 22, 2017 4 artificial intelligence concepts you need to know if you work in customer experience. Published on: March 22, 2017. A good example of when machine learning going wrong, was Microsoft’s Tay chatbot. Linguistics Linguistics is the scientific study of language.

Customer Experience 52

Customer Experience Chatbots Engineering Technology 52

Creative Virtual

JANUARY 8, 2019

We have been fortunate over the years to win many awards, and it’s so delightful when our customers win awards too. Our customer, Transport for New South Wales, won an impressive three awards for their RITA chatbot during 2018! In 2017 we were honoured with The Queen’s Awards for Enterprise: Innovation.

Virtual Agent 40

Virtual Agent Chatbots Transportation Best practices 40

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Omnichannel isn’t just a buzzword; de facto, it is one of the customer service trends which are here to stay.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as well, recognizing that all of these awards are the result of the hard work and collaboration of our entire global team. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Aspect

FEBRUARY 13, 2018

It was mid-July 2017 when I got an email from a sales colleague about a potential chatbot opportunity with a short window to respond. The prospective customer was the UK branch of supermarket chain Lidl. I was the first to test out Lidl’s new AI-powered wine expert chatbot – it was scarily good too [link].

Chatbots 102

Chatbots Interactive Voice Response Self service Contact Center 102

Aspect

OCTOBER 2, 2018

The Aspect 2017 Customer Experience Index reported contact with customer service via talking to a live agent has declined 10 percent in the past 2 years. Today’s modern customers prefer to use SMS or Twitter customer service over voice. Learn more about chatbots and see them in action here [link].

Personalization 78

Personalization Surveys Chatbots Interactive Voice Response 78

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

OctopusTech

FEBRUARY 7, 2018

CX or customer experience is the major deciding factor determining the future of any organization. Providing a quality customer service is vital to the growth of the company. One cannot hope to succeed without involving a loyal customer fan base. Applying data management. Befriending Machines. Implementing Blockchain.

Customer Experience 48

Customer Experience Chatbots Call Center Personalization 48

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

NICE inContact

OCTOBER 15, 2018

No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth. Nine in 10 consumers prefer to talk to a live agent rather than a chatbot or virtual assistant. appeared first on NICE inContact Blog.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

ShepHyken

SEPTEMBER 21, 2018

Take a recent experience of my own involving British Gas, whereupon being let down on a maintenance agreement and requesting to lodge a complaint, I entered into their process to be told the complaints team would get back to me within 8, yes 8 weeks! .’ – (Source: American Express Customer Service Barometer 2017).

Customer Experience 258

Customer Experience Big data Technology Chatbots 258

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives. Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives. Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Aspect

FEBRUARY 7, 2018

And according to a new research from Adobe Digital Insights (ADI), voice-assistant sales grew 103% year over year in the fourth quarter of 2017. And people say voice in customer service is on the decline? Ignoring customer service has always been a detrimental business decision. The fact is that voice-to-agent is on the decline.

Customer Service 68

Customer Service Interactive Voice Response Surveys Chatbots 68

Fonolo

FEBRUARY 19, 2019

It’s hard to believe, but the WordPress dashboard doesn’t lie: This is our 1000 th blog post! From the very beginning, we knew we didn’t want the blog to just be a tool for self-promotion. Too many company blogs are filled with recycled press releases and thinly-veiled cheer-leading. This is a more recent topic for the blog.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

NICE inContact

JANUARY 24, 2018

There was a growing recognition that customers are taking a series of steps to make their purchases or handle their customer support needs and that agents needed to be provided with as much context as possible about each of the actions taken to optimize the customer experience. Artificial Intelligence.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74