ShepHyken

FEBRUARY 27, 2017

My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Yet so many companies are moving to self-service, text messaging from chatbots (computers) and other de-humanized interactions. 7 Foundations Of A Great CX Program by Ben Motteram.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

TechSee

FEBRUARY 19, 2019

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology.

Self service 95

Self service Telecommunications Healthcare Analytics 95

Fonolo

OCTOBER 2, 2018

Advanced voice-powered technology has become a central component of call center strategies at some of the largest businesses around the world, causing many stakeholders in the customer service field to begin asking important questions about the future of call center service.

Call Center 90

Call Center Technology Self service industry standards 90

JustCall

NOVEMBER 24, 2022

I wish all contact center employees were like them.” ” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. This is the essence of a call center quality assurance.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Fonolo

JANUARY 17, 2023

Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. Call analytics.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Fonolo

JUNE 5, 2018

Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! Which Metrics Are Most Useful or Popular in the Call Center Today?

Call Center 79

Call Center Metrics Average Handle Time Self service 79

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. SmartAction uses proprietary conversational AI to automate conversations that used to be handled by call center agents over phone, chat, and text.

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Bringing Call Centers Into the Modern Age. Why are call centers traditionally viewed as a cost center?

Contact Center 40

Contact Center Self service Call Center Analytics 40

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Bringing Call Centers Into the Modern Age. Why are call centers traditionally viewed as a cost center?

Contact Center 40

Contact Center Self service Call Center Analytics 40

Voiptime

DECEMBER 31, 2022

Saying “proactive service will be one of the most important customer service trends in 2023” doesn’t mean it wasn’t a customer service trend in 2022, or even 2017. No, the tendencies will keep being the same as they have been in 2022, but the fact is that what exactly do we have to take a close look at?

Call Center 40

Call Center Customer Service Self service Customer Experience 40

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. Improve self-service (50.4 Reduce cost of service (48.0 What’s New in 2017? By Donna Fluss.

Contact Center 48

Contact Center Customer retention Analytics Self service 48

Provana

JULY 14, 2021

In an age when we’re becoming more comfortable interacting with technology rather than humans, it’s no surprise that AI-powered customer service is becoming the norm. In fact, Gartner predicted that by this year, more than 15% of all customer service interactions will be handled solely by AI, a 400% increase compared to 2017.

Call Center 52

Call Center Technology Customer Service Self service 52

Insite Managed Solutions

DECEMBER 23, 2015

3 Ways Call Center Supervisors Can Reduce Costs Here are 3 different ways call center supervisors can positively drive financials in your center. 2017-11-22T14:53:16+00:00. 2017-11-22T14:39:22+00:00. 2017-09-25T14:57:12+00:00. Improving Workforce Management to Optimize Service Levels.

Call Center 40

Call Center call center workforce Coaching Contact Center 40

Fonolo

OCTOBER 9, 2019

All the moves in the last few years make sense if you think of it in terms of clearing away distractions from a focus on contact center. It’s hard to overstate the influential position Avaya has in the call center space. In 2017 they declared bankruptcy to relieve pressure from mounting debt obligations. Quick Review.

Call Center 104

Call Center Contact Center Self service Enterprise 104

Talkdesk

JULY 7, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Scott Kennedy – President of Financial and Retail Services, Target.

Self service 40

Self service Customer centricity Feedback Metrics 40

Talkdesk

OCTOBER 30, 2017

At Dreamforce 2017, we are excited to share our crazy ideas with you to help your company differentiate from the competition and give your customers the experience they want. Talkdesk COO Gadi Shamia will be presenting “ 5 Crazy Ideas for Transforming Your Contact Center ” on Wednesday, November 8 from 1:00 PM – 2:00 PM.

Contact Center 40

Contact Center industry standards Self service Accountability 40

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. New Challenges for Call Centers in 2021. More Flexible Service Solutions. “Call centers can leverage several autonomous and semi-autonomous AI functions to streamline internal processes.

Call Center 376

Call Center Technology Banking Contact Center 376

TechSee

APRIL 24, 2018

DIY unboxing can reduce costly technician visits or call center inquiries, and avoid costly no-fault-found (NFF) returns, which, according to Accenture , accounts for 68% of products returned to the manufacturer. With a growing number of DIY enthusiasts purchasing consumer electronics, this type of hands-on guidance is in high demand.

Self service 116

Self service Call Center Surveys Customer emotions 116

Fonolo

JANUARY 31, 2018

Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) If this topic interests you, you might want to check-out our post from 2 weeks ago The Hidden Power Structure of Cloud-Based Call Centers. Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

SmartAction

OCTOBER 19, 2022

Conversational chatbots are one of the top market disruptors in call center automation. Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. Call centers must adapt to changing client demands for self-service by giving their chatbots new features and capabilities.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

OrecX

DECEMBER 12, 2018

While customer self-service is a growing trend, and many business-to-consumer interactions are taking place more and more online (email, FAQs, online chat.), Additionally, customers are growing discontent with their vendors and suppliers and cite poor customer service as the reason. Aspect Software). Newvoicemedia.com).

Average Handle Time 72

Average Handle Time Call Center Self service Customer retention 72

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. by 2024 1 , a shift to holistic end-to-end solutions paves a path towards widespread adoption as enterprises seek to expand AI-enabled self-service capabilities over voice, chat, and SMS.

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

Hodusoft

JULY 31, 2018

We saw plenty of changes in call center work culture, training and customer experience landscape in 2017. Stay with us and find out some of the top trends in enterprise call centers progressing in 2018. The post Top 5 Trends for Enterprise Customer Service and Call Centers in 2018 appeared first on.

Enterprise 40

Enterprise Call Center Customer Service Contact Center 40

TechSee

MAY 1, 2018

Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service. 86% of utilities already use AI in customer engagement applications, call center service and support, or digital marketing platforms, far exceeding AI use in other areas of operation.

Analytics 132

Analytics Call Center Chatbots Customer Support 132

Fonolo

AUGUST 21, 2019

Although revenue continued to grow, the debt resulting from that deal (and earlier commitments) proved too burdensome and they declared Chapter 11 bankruptcy in 2017. How can your call center improve customer interactions during the most important time of year for consumers’ healthcare choices? What’s Inside: .

Healthcare 84

Healthcare Call Center Enterprise Self service 84

24-7 InTouch

OCTOBER 21, 2021

What Did this Mean for Call Centers? The shift to almost 100% online purchasing throughout the pandemic impacted the call center industry significantly, with difficult calls increasing by 50% and hold times increasing by 34%. What Does this Trend Towards Digital Investment Mean? Where to Next?

call center association 52

call center association Call Center Interactive Voice Response Customer Care 52

Verint

SEPTEMBER 13, 2017

However, in the digital, multichannel customer engagement world of today, the evolving and more astute customer base has higher expectations, as well as a strong desire to do things themselves via self-service applications. 1 Ovum, The Advancement of Self-Service Solutions in Customer Engagement , April 2017.

Self service 26

Self service Multichannel Management Enterprise 26

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent are delivering average service and 39.6

Customer Service 104

Customer Service virtual call center Self service Analytics 104

aircall

JANUARY 24, 2022

In terms of revenue, good customer service counts for a lot. Forbes reports that companies lost up to $75 billion in 2018 because of poor customer service. Set up a call center. When you have a lot of employees and they’re all doing a multitude of jobs, it’s difficult for them to focus on customer service.

Call Center 126

Call Center Best practices call center software CRM 126

VocalCom

MARCH 26, 2018

While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. Give customers reliable self-service options.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

Fonolo

OCTOBER 30, 2019

Glossier has made the news on multiple occasions for providing heart-warming customer service experiences. Most notably, during the Southern California Thomas Fire in 2017, a customer messaged Glossier letting them know that their balm helped heal their dry skin and was a must-have during this tragic time. What’s Inside: .

Customer Service 98

Customer Service Call Center Self service Marketing 98

Verint

DECEMBER 8, 2016

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?

Quality management 44

Quality management Gamification Self service Feedback 44

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups. Even small business must find ways to adapt to individual desires.

Customer Service 94

Customer Service Customer effort Call Center Self service 94

Revation Systems

FEBRUARY 5, 2019

Unified communications (UC) technology in particular holds this power by enabling a few key strategies: automated self-service, real-time tone analysis and seamless transitions between communication types. Automate Self-service through Chatbot Technology.

Customer Experience 48

Customer Experience Chatbots Self service Banking 48

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., A major driver for the chatbot disappointment in 2017 was the inflated expectations. as well as a PR blitz by some of the leading technology enterprises.

Customer Service 95

Customer Service Chatbots Virtual Agent Technical Support 95

SmartAction

FEBRUARY 21, 2019

The biggest emerging trend in the customer service space is the trend toward self-service automation – fast, effortless self-service. They want to self-serve on their channel of choice, they want to do it immediately, and they want the experience to be better than speaking with a live agent,” said Dougherty.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43