ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Self-Service for Timeless Customer Support .

Customer Experience 162

Customer Experience Scripts Self service outsourcing 162

Steve DiGioia

JANUARY 9, 2017

Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. Technology, that’s it. This cutting edge technology can allow a customer to stand still while they virtually “try on” various articles of clothing.

Advertising 100

Advertising Self service Personalization Technology 100

SmartAction

NOVEMBER 7, 2018

In the contact center, it isn’t often that a new category of technology emerges. SmartAction was named Cool Vendor of the Year by Gartner in 2017, and is currently the top-ranked solution on Gartner Peer Insights among a handful of leaders including the likes of IBM Watson. AI-enhanced Self-Service Examples.

Self service 79

Self service Virtual Agent Contact Center Customer Support 79

HGS

JULY 12, 2017

In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We Best Use of Self-Service Technology. Wed, 07/12/2017 - 13:22. self service.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. Today, this is really necessary in the modern technological climate.

Self service 52

Self service Marketing Technology Personalization 52

Fonolo

OCTOBER 2, 2018

Voice-powered technology has grown exponentially in the past few years. Notably, many are asking whether voice-powered technology is a threat or an asset to call center employees. Here’s a deep dive into how voice-powered technology is being integrated into call center strategies with great success.

Call Center 90

Call Center Technology Self service industry standards 90

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Toister Performance Solutions

MARCH 27, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Self-service technology is everywhere these days. Interacting with a human is entirely optional.

Self service 48

Self service Advertising Airlines Accountability 48

Revation Systems

DECEMBER 11, 2017

Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model — significantly changing the way consumers and businesses communicate. Self-service. Omni-channel. Social Media.

Contact Center 48

Contact Center Self service Technology Enterprise 48

Fonolo

JANUARY 17, 2023

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. Friendly service. Artificial intelligence is not a standalone technology, but rather a tool that optimizes your entire system. Knowledgeable assistance. Human touch.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). 2017 Top 124. Principal Information Engineer, Information Services, CA Technologies — @adrianehunt — [link]. Jason Venable , VP of Technology, Geopointe — @TehNrd — [link]. Adriane Hunt, Sr. Jason Summers , Sr.

Consulting 91

Consulting Consulting Engineering CRM 91

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies. billion worldwide by 2025, with a CAGR of 22.9 Face and voice recognition.

Technology 122

Technology Customer Service Gamification Contact Center 122

DMG Consulting

AUGUST 17, 2017

These 8 Technologies Are Transforming the Contact Center. August 2017. This fundamental capability is being embedded into many of the 45 standard contact center systems and applications; it has the potential to enhance the service experience for both recipients and providers. Self-service. Monthly DMG Newsletter.

Contact Center 69

Contact Center Technology Big data Gamification 69

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. The post Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service appeared first on SmartAction.

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

Avaya

SEPTEMBER 30, 2016

Next week is IP Expo, one of the UK’s main business technology events. 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. Don’t believe me?

Enterprise 76

Enterprise Chatbots SaaS Self service 76

ShepHyken

JUNE 28, 2019

Technology replacing humans. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In general, technology is augmenting —not replacing — the employee. That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM.

Contact Center 281

Contact Center Self service Banking Airlines 281

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken. Three-quarters of U.S.

Self service 200

Self service APIs Surveys Analytics 200

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. Now, with new technologies, companies are seeing that every voice interaction is a new opportunity.

Contact Center 40

Contact Center Self service Call Center Analytics 40

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

Customer Experience 40

Customer Experience Self service Contact Center Customer effort 40

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Here are five suggestions to improve your contact center technology in 2018. 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

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. Now, with new technologies, companies are seeing that every voice interaction is a new opportunity.

Contact Center 40

Contact Center Self service Call Center Analytics 40

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2. 52% stop buying after a bad customer service interaction 2.

Customer Experience 51

Customer Experience Customer centricity Self service Marketing 51

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Chatbots can support both sales and service inquiries, and continue to increase in popularity among tech-savvy consumers today. The post How to Improve Your Contact Center Technology in 2018 appeared first on Aspect Blogs.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

ShepHyken

NOVEMBER 20, 2017

6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. Retail Customer Experience) To assess today’s state of self-service, eGain did some mystery shopping on leading websites, including those of retailers. My Comment: AI fueled customer service is under a microscope.

Customer Service 95

Customer Service Personalization Upselling Self service 95

Talkdesk

OCTOBER 30, 2017

Despite the rapid evolution of consumer technology (and consumer expectations), the experience customers have when they call into a contact center is still the same as it’s always been. Talkdesk goes a step further than using technology for faster account identification. The contact center space has been stagnant for decades.

Contact Center 40

Contact Center industry standards Self service Accountability 40

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

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. That is far from the truth.

Customer Service 130

Customer Service Self service Accountability Customer Experience 130

Tenfold - Contact Center Blog

JUNE 22, 2018

They have no attachment to legacy systems that banks and finance companies have been holding onto for years, despite the wave of new technologies in business and communications. A 2017 report by Accenture indicated that 71% of financial services consumers are open to using “entirely computer-generated support for banking services.”

Finance 64

Finance Banking Technology Chatbots 64

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2. 52% stop buying after a bad customer service interaction 2.

Customer Experience 40

Customer Experience Customer centricity Self service Marketing 40

Fonolo

OCTOBER 18, 2017

The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. The investments in infrastructure and technology to make remote working possible won’t vanish.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. That is far from the truth. Follow on Twitter: @Hyken.

Customer Service 71

Customer Service Self service Accountability Customer Experience 71

Call Design

FEBRUARY 11, 2021

Other research (Ibrahim, Suan & Karatepe 2017) also finds that team leader support and self-efficacy impact an employee’s work engagement and quitting intentions. Technology has enabled contact centres to deflect simple calls from agents to self-service for years, and this trend continues in the current environment.

Self service 103

Self service Consulting Consulting Analytics 103

Solvvy

SEPTEMBER 20, 2022

Chatbots for customer service leverage a brand’s existing resources, such as a knowledge base, FAQs page, or an online resources center. AI technology, such as natural language query (NLQ) and natural language processing (NLP), enables the platform to understand the question and provide a relevant answer.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. or partner with third-party providers to provide installation and troubleshooting services to customers.

Marketing 111

Marketing Wireless Entertainment Self service 111

VHT

SEPTEMBER 24, 2018

Moreover, sophisticated platforms like VHT Callback and VHT Callback Cloud work in concert with evolving technologies, such as chatbots, omni-channel communications and data analytics, to create a seamless and satisfying experience. Or if a customer uses self-service applications , callbacks will recover unsuccessful attempts.

Contact Center 48

Contact Center Technology Chatbots Wait times 48

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