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. In short, they have a refreshingly human approach, completely doing away with IVRs and scripts and focusing on getting customers the help they need quickly and efficiently.
ShepHyken
JUNE 15, 2018
In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. Think of it as a telephonic IVRS analog for customer support. These numbers are staggering.
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DMG Consulting
DECEMBER 7, 2017
10/24/2017. Imagine a voice self-service solution, also known as an interactive voice response system (IVR) that self-corrects when it realizes customers are dropping out at a certain point in the script (application). I would like to receive the monthly DMG Newsletter. By Donna Fluss.
Aspect
DECEMBER 27, 2017
What happened in 2017, and what will 2018 bring? Most contact centers go through a formal RFP/tender process for new investments, and because chatbots got lots of mainstream media attention in both 2016 and 2017, budgets have indeed formed in 2017. The result will be more personalized and productive interactions.
Fonolo
NOVEMBER 17, 2020
The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Which Topics Are Most Important for Your Customer Service Department in 2017?
CX Global Media
JULY 1, 2017
This was the buzz at the 2017 ICMI Contact Center Expo. This event was in Long Beach, California last year and moved to Orlando, Florida for 2017. This was the buzz at the 2017 ICMI Contact Center Expo” Click to Tweet. Justin Robbins share a preview and insight into the 2017 ICMI’s Contact Center Expo Conference.
Kayako
APRIL 29, 2019
Team leaders can implement policies that allow employees to make decisions about what to do when things run off the normal script. Gallup reported in the 2017 “The State of the American Workplace” that employees who are engaged are more likely to improve customer relationships, with a resulting 20% increase in sales.
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