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

Revation Systems

JUNE 18, 2018

Advancements such as artificial intelligence (AI) and chatbots, specifically, have had significant effects in this area across all industries. The future of customer experience is certain to result in the decline of, and a shift in focus for, human agents as AI and chatbots become more cost-effective and solid in performance.

Chatbots 48

Chatbots Customer Experience Self service Surveys 48

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.%). personalization. Here are the experts: @Jon Arnold , an independent research analyst with a great blog. of companies. omnichannel. mobile apps.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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

DECEMBER 27, 2017

2016 saw an explosion of interest and investments in chatbots, as I wrote in my last annual recap. What happened in 2017, and what will 2018 bring? And this is where chatbots can help. RFPs for chatbots have arisen in verticals as diverse as banking, government, healthcare, and retail. Let’s have a look.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

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. This honour means even more as we prepare for the upcoming launch of the next innovative release of our V-Person technology. By Mandy Reed, Global Head of Marketing. Check out the full Age UK success story here.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 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. Several analysts predict near total replacement of live agents with chatbots. Gartner for example, predicts the use of virtual customer assistants (chatbots) will jump by 1,000% by 2020. But how do the agents feel about this?

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. Several analysts predict near total replacement of live agents with chatbots. Gartner for example, predicts the use of virtual customer assistants (chatbots) will jump by 1,000% by 2020. But how do the agents feel about this?

Chatbots 48

Chatbots Contact Center Surveys Banking 48

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. At Dreamforce 2017, Talkdesk brought together three cutting-edge technology companies to discuss the top technology trends in service and inside sales.

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. It’s all about solving a specific problem.

Technology 41

Technology Chatbots Sales Healthcare 41

Talkdesk

JANUARY 10, 2017

Have you heard that 2017 is the Year of the Chatbot ? Blogs and thought leaders are buzzing about the next big development in support. If you’re interested, we’ve got a chatbots breakdown to go through some of the finer details. For those items, it makes sense to utilize chatbots.

Chatbots 40

Chatbots Customer Support Contact Center Personalization 40

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! Here’s a recording of their full discussion: When ISG held their awards ceremony in October, Chris and Liam Ryan, Sales Director, were able to accept Creative Virtual’s trophy in person from Jan Erik. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Comm100

MAY 31, 2023

Since 2017, postsecondary enrollment in the US has fallen by 9%. This blog will explore five marketing strategies to increase enrollment that are cost-effective, proven, and easy to adopt. This first-hand, in-person experience can really help to create connections.

Marketing 72

Marketing Education Advertising Finance 72

Creative Virtual

JANUARY 8, 2019

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. The post Fifteen Years & Counting: Navigating the chatbot, virtual agent and AI revolution appeared first on Creative Virtual.

Virtual Agent 40

Virtual Agent Chatbots Transportation Best practices 40

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. This article will look at four customer service trends which will affect the way businesses cater to the customer experience in 2017. Therefore, this genre of consumer requires a completely new and personalized approach. Chatbots are already present in that area.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

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

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. With the right mix of automation, communication, and personalization, any agent can provide customers with an outstanding experience. If 24/7 support would be beneficial, consider introducing a chatbot to provide your customers with around-the-clock support.

Best practices 98

Best practices Customer Service Abandon rate Benchmark 98

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 Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Provide Support

MARCH 20, 2018

Although these are examples of narrow or non-thinking AI, the application acts as personal assistant to make our lives organized and better. 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.

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. Personalized service. Personalized service.

Customer Experience 48

Customer Experience Chatbots Big data Contact center software 48

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Build a chatbot: Chatbots offer businesses with limited resources an incredible ROI. Customer Service Chatbots can support both sales and service inquiries, and continue to increase in popularity among tech-savvy consumers today.

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. Build a chatbot: Chatbots offer businesses with limited resources an incredible ROI. Chatbots can support both sales and service inquiries, and continue to increase in popularity among tech-savvy consumers today.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

bold360 Blog

NOVEMBER 19, 2018

In 2017 , more than 174 million American consumers shopped over Thanksgiving weekend. It’s retailers that bring the responsive, personalized experience of in-store shopping online that will stand out in the frenzy and win the day. That number is likely to go up this year, with analysts predicting a 4.3

Chatbots 61

Chatbots Sales Personalization Technology 61

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. It’s always difficult to condense a whole year into one blog post, so here are just a few of the highlights. The Ever-Changing World of Customer Service Chatbot Creation – By Jeff Clifford.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

TechSee

JUNE 25, 2019

Customer-facing AI technologies are especially relevant to assisting in customer identification, call classification/routing, chatbots and predictive personalization. The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122

NICE inContact

OCTOBER 15, 2018

With fierce competition and dozens of service channels available, customer service leaders have to continuously monitor and improve customer experience while also expanding their service channels and fine-tuning their contact center operations to meet consumer demand for speed, convenience and personalization.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

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. In the 2016 Aspect Customer Experience Index, 67 percent of consumers said a personalized customer service experience was more important than the speed of service.

Customer Service 68

Customer Service Interactive Voice Response Surveys Chatbots 68

REVE Chat Blog

MARCH 11, 2020

According to Forbes , 50% of consumers say that having a live person answer questions in the middle of a purchasing decision is one of the most important features a brand can offer. . customer service interactions via legacy channels like phone and email fell by 7% over the course of 2016 and 2017.” . Live chat statistics: Chatbots.

Chatbots 64

Chatbots Real estate Sales Finance 64

NICE inContact

JANUARY 24, 2018

To understand what promotional, perhaps even personalized, email or text may have prompted a follow-up call, the contact center needs real-time access to digital marketing activity. If one was to choose a subject that emerged as a unifying theme across the contact center market in 2017, it was artificial intelligence (AI).

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Aspect

SEPTEMBER 13, 2018

As per the Accenture Banking Technology Vision 2017 report, four in five bankers believe AI will revolutionize banking, both in terms of customer interaction and information gathering. Personalized Experience. Besides, AI can help simplify user interfaces and even personalize them based on past experiences.

Banking 54

Banking Analytics Chatbots Wait times 54

Hello Customer

SEPTEMBER 11, 2020

In this blog post, we’ll look at some underlying issues and mistakes that prevent your customer team from doing their job in the best possible way. As a 2017 report by Employee Benefits News stated: “It costs employers 33% of a worker's annual salary to hire a replacement if that worker leaves. The same goes for IVR menus.

Customer Service 76

Customer Service Interactive Voice Response Wait times Chatbots 76

Revation Systems

FEBRUARY 9, 2018

In 2017, the contact center industry began experiencing a heightened focus on omni-channel communications, which will only continue to grow. Whether by phone, web chat, email, social media or another medium, the customer expects communication to happen seamlessly depending on their personal preference.

Contact Center 48

Contact Center Construction Benchmark Chatbots 48

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

ShepHyken

SEPTEMBER 21, 2018

.’ – (Source: American Express Customer Service Barometer 2017). Customers tell an average of 15 people about a poor service experience , versus the 11 people they’ll tell about a good experience.’ – (Source: American Express Customer Service Barometer 2017). ‘ Maybe you should personal shop yourself? ‘45%

Customer Experience 258

Customer Experience Big data Technology Chatbots 258

Tenfold - Contact Center Blog

JUNE 22, 2018

A 2017 report by Accenture indicated that 71% of financial services consumers are open to using “entirely computer-generated support for banking services.” Chatbots and virtual assistants. Chatbots and smart assistants are finding their way in various verticals, serving various purposes from customer support, marketing, and sales.

Finance 64

Finance Banking Technology Chatbots 64

VHT

SEPTEMBER 24, 2018

And callback continues to play a central role because even with a wide choice in contact channels, 41% of customers still prefer to talk to a person. Empower Chatbots and Mobile Apps. People enjoy using chatbots and mobile apps for routine tasks, but what starts as a simple question can often develop into something more complicated.

Contact Center 48

Contact Center Technology Chatbots Wait times 48

Creative Virtual

DECEMBER 13, 2018

It’s been another exciting year not only for Creative Virtual as a company, but also for the virtual agent, chatbot and live chat industry, with lots of new developments and innovation. We can’t mention recognitions without a special shout out to the Transport for NSW team and their chatbot RITA on having an exceptional year.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40